Concord's services are the difference. Honed from years of hands-on experience with customers across a broad spectrum of the education market, Concord has developed a proven world-class services capability to assist you to achieve initial success with, and to realise ongoing benefits from, Concord products.
We offer a comprehensive selection of Implementation Services:
- Project Management - delivered by skilled and experienced project managers with proven installation plans. This is usually only required for large scale solution deployments
- Installation - either undertaken by remote installation over the internet or if required installed on-site by experienced technicians. Concord has developed considerable skills and technologies for optimising successful remote installations
- Installation Testing - Concord have developed a suite of tests to confirm the correct installation and operation of installed software which is completed before detailed configuration and release to production. This ensures the quality of the installed solutions before they can impact on educators and students
- Configuration Services - Concord has a proven approach to determine how each solution needs to be configured to optimise the functionality for each education facility's needs and priorities. This ensures more rapid and effective adoption and use of the products
- Online Product Training - Concord has developed effective and proven approaches for successful online training delivery, Concord makes use of the latest popular Internet training technologies and some of its own for delivery of this training. Online training provides considerable flexibility for the timing of delivery and substantially reduces training costs
- Onsite Product Training - Concord delivers training onsite if considered more appropriate or needed. Delivered by professional experienced trainers with intimate product knowledge as well as broad experience with the different ways the products can be used to meet education needs
- Onsite Technical Training - Concord is happy to offer technical training to IT system administrators to ensure any onsite system administration and maintenance procedures refelct current industry best practice for reliability and protection of systems and valuable data
- Integration with Administrative Systems - Sometimes it is a requirement to integrate the products with existing systems so that informaton such as registered students or student details are not duplicated and don't require maintenance in more than one system. Concord's products have been carefully engineered with common APIs and interfaces to ease integration with other systems. Concord technicans are able to undertake integration tasks quickly and professionally
- Customization - Not every institution's needs will be fully met by existing product functionality and sometimes there are critical functions that may need to operate differently. Concord is happy to undertake customisation tasks on a time and materials basis to adapt products to meet these critical needs.
Concord's support for your success doesn't stop after initial installation and training. Concord provides the following standard support services
Standard Ongoing Support Services provided at no additional cost to annual license or annual support fees:
- Dedicated Helpdesk - Concord provides access to a dedicated helpdesk accessible by phone, fax and email. Proven Helpdesk procedures ensure prompt and prioritised response to customer support needs
- Email Support - issue raising and resolution through email correspondence that is logged with the internal support systems and allocated to an appropriately experienced team member to respond
- Dedicated listserv - provides a valuable forum for people to share their experience and innovative uses of Concord products
- Online Self-help Support Server - Concord maintains an online self-help support server for clients who can login and search for information for problem resolution or more information about tips and tricks on functionality
- Comprehensive Online Self-help Documentation - Concord delivers self help documentation for users to research how they can more effectively use the rich functionality provided in Concord products
- Dedicated Account Managers - Clients can be assigned dedicated account managers who will assist you and fast track your needs with the appropriate Concord team members should that be needed due to pressing timelines or the importance and urgency of support needs.
As educators and students become increasingly familiar with the rich functionality in Concord products they realise that there is much more that these products can be used to achieve. Concord provides services to help you achieve increasing value for money:
- Advanced Functionality Training Online - delivered by skilled trainers experienced with all the product functionality, the trainiers present increasingly sophisticated ways to use the products to achieve more. This advanced training helps users make use of the streamlined processes engineered into the products for increased productivity instead of getting frustrated trying to use the product in ways for which it was not designed. Online training is quite cost effective compared with on-site training
- On-site Consulting and Training - organisations can also benefit significantly from engaging a skilled consultant to work onsite with educators to plan and deploy new functionality and new proceses that make full use of the product's capabilities. Particularly for larger scale deployments or where onsite training is more effective than online training due to the duration of training or level of support required
- Online Webinars - Concord occasionally runs online webinars for product users that highlight new or existing functionality. These are free to attend and can provide users with a valuable forum to learn about existing and new functionality and how others are using the products.
Concord's development team are guided by a formalised development methodology. Customers are encouraged to feed ideas and requirements to our development team via the Product Manager and to influence the continuing development of the products.
In addition, selected customers are invited to participate on the Concord Product Advisory Panel - a small group of key customers who are pushing the envelope and are actively involved in the specifying, prioritizing and validating of requirements for new product features.