Client Support Services
Account Management, Business Process Support and Project Management
Account Management
EnSite assigns each client an Account Manager from our Client Services department. The Account Manager is involved in all aspects of business analysis, project management, user training and documentation for assigned customers.
The Account Manager acts as liaison between the client and EnSite, advocating for the client's needs and guiding the client's projects through the approval and development process, to final implementation and release of the software. After initial consultations and information gathering with the client, the Account Manager presents a formal request to EnSite's Requirements Review Committee for an enhancement to the EnSite Safari Suite® product, or to a targeted process. The solution agreed upon by the Committee is then documented by a Business Analyst in the form of a functional specification and presented to the client for review by the Account Manager.
Utilizing Time Trax, EnSite's proprietary issue management software, EnSite's Account Managers log client requests and track the ensuing projects and task through analysis stages and develop project estimates. Through design, development, testing and release stages, Account Managers monitor the client's projects and report on EnSite's progress to the client at regular intervals for feedback and analysis, adjusting timelines and priorities to best accommodate the needs of the client.
Business Analyst Support
Taking the lead from Account Management, EnSite's team of industry-trained Business Analysts transform support and enhancement requests into viable business solutions for inclusion in EnSite's programming and development priorities. Utilizing a team approach, the Account Manager and the Business Analyst will meet with the client to identify requirements of a business request. Once requirements have been identified, the Account Manager meets with EnSite's Requirements Review Committee to reach consensus on how client business needs can best be accommodated in the product. The Business Analysts envision the necessary changes or enhancements to the software, and develop detailed functional specifications describing the steps to completion of the enhancement. They then work directly with the programming staff, monitoring design and development to ensure it is in accord with the original enhancement specifications.
EnSite's Business Analyst group shares an invaluable store of industry and product knowledge that allows them to turn ideas into enhancements and problems into solutions.
Project Management
For new client implementations and large-scale client projects, EnSite's Project Management team provides expert management of each component of the process, from designing the project to assigning roles, setting project milestones, and ensuring outcomes meet expectations.
In addition, technical project management is facilitated and managed by Time Trax, EnSite's proprietary issue management system. Time Trax projects are created and tracked by project, tasks, and sub-tasks, with targeted project reports provided to clients at regular intervals to ensure that each project is on track and progressing to the client's satisfaction.
Phone, E-mail and Internet Support
EnSite provides regular phone and e-mail support to its clients during regular business hours. EnSite also utilizes interactive Internet-based support sessions as required. Clients are typically put in touch immediately with their assigned Account Manager, who enjoys a working knowledge of the clients' business model and priority. This ensures a fast, targeted and accurate response to ongoing client inquiries.