Client Services

Continuity Logic offers unparalleled Client Relationship Management Services.  We offer a unique combination of ongoing support, training & education, performance monitoring and proactive product and industry awareness. Client Services serves as part of the Implementation Team to ensure they understand the product deployment, client contacts, and business processes. Once a client implementation is completed and the implementation warranty period has expired, the organization is then fully transitioned to our Client Services organization.  Each account is assigned a Client Services Manager who, along with the Client Services Leader, manages all aspects of the relationship on a go forward basis.

Our Client Services team is designed to serve as an extension of your organization within Continuity Logic. Some Client Services key activities include, but are not limited to:

Ongoing Training & Education

• Prior to a new product release clients are provided with a Product Release Feature Guide which outlines all of the upcoming changes and enhancements. A product demo is also scheduled to review the new features and functionality hands on.
• User and/or Admin product training is available at any time throughout the relationship to provide refresher classes to clients as needed over time, or full product training when product owners have changed or as new team members join.

Proactive Industry Communication

• Communication regarding upcoming initiatives within Continuity Logic and the industry as a whole are sent out regularly via Email Campaigns, Articles, Webinars, etc. We take pride in ensuring that our clients are kept abreast of the latest advancements in our field.

Relationship Performance Review Meetings

• Regularly scheduled Relationship Performance Review meetings are coordinated on-site or remote and held quarterly, semi-annually or annually depending on client criteria. These review sessions are intended to review performance and the partnership on a whole, but a large part is spent on ensuring our clients understand what services are being utilized today, what additional services are available and what the product and industry roadmaps entail.

Change Management

• Ongoing change management requests are facilitated via the Client Services Manager. Product enhancements are documented by the Client Services Manager, reviewed with the client and processed within our Product Development organization to continually evolve and improve the user experience.

Issue Management & Resolution

• All issues are logged via our online Case Management portal. The Client Relationship Manager will quarterback all issues internally ensuring quick response, communication and resolution.