Client Support Services
Account Management, Business Analyst 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 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.
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
EnSite goes well beyond the traditional role of technology providers to offer in-depth analysis and solution development for our clients. In addition to studies, reports, and internal projects in support of the initial product implementation, EnSite's business analysts assist clients with ongoing needs for new processes and solutions. These solutions may involve developing processes utilizing existing EnSite Safari Suite® functionality, or they may involve the analyst designing new product functionality and overseeing its implementation.
As with our other industry-proven services, EnSite's ongoing business analyst services are the product of our product team's decades of combined industry experience, together with a thorough understanding of the design and functionality--and potential functionality--of EnSite Safari Suite®.
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.