ClickSoftware’s Customer Education offering is focused on Customer Success. Our training courses and eLearnings are aimed at helping customers accelerate time to value, encourage product adoption and improve Customer Self-Service.
We recognize that at each stage the customer has different needs and therefore we provide different educational services based on the stage of their Educational Lifecycle.
We break the customer educational offering down into three areas:
- Starting from Onboarding the project team at the beginning of the implementation – the focus at this stage is to help the customer’s project team to understand the product, the best practices and support the decision making during the implementation;
- Certification of the administrators and integrators;
- Training the testers and the end users how to operate in their early interactions with the product;
The following diagram shows the relationship between the educational Lifecycle and implementation stages:
1. Onboarding
During the initial product implementation, the training is focused on helping the customer’s project team to understand the product, the best practices and support the decision making during the implementation. It is not expected that the project team will be experts at this stage. The training focuses on making sure that they are knowledgeable enough to perform their role during the implementation. The onboarding training will normally take place during the Initiation and Education stage of a project and will differ based on the product edition (Professional or Ultimate) and selected modules.
ClickSoftware offers the following training for onboarding the customer project team:
2. Certification
Customer certification depends on the aspired level of self-sufficiency. ClickSoftware’s Certification program includes certification for the following roles:
- I At a minimum level, an Administrator Certification is required. This enables administrators to do their job: perform activities during the implementation, assist with end user enquiries, troubleshoot & maintain the system.
In addition, in case the customer’s IT will integrate Field Service Edge with their backend system, an Integrator Certification is required.
ClickSoftware offers the following training for certifying administrators and integration developers:
- 702 – Service Edge Schedule Administrator
- 706 – Service Edge Mobile Administrator
- 737 – Integrating with Service Edge
For customers that aspire to be more self-sufficient and take an active role in implementing and configuring the system, we offer an Implementer Certification. Our module-based certification paths include tiers of certification that recognize specialized knowledge and skills, as well as growing expertise in the Field Service Edge platform. The Developer Certification is required in case the customer wishes to have the skills to develop customizations.
3. Training
Training the end users is a key factor in a successful implementation and plays a major role in the organizational Change Management strategy. Your Implementation is only as good as the processes it is supporting and the people supporting them. End users need to know how to operate the system and more importantly why should they use it that way. Part of the challenge in implementing new technology is resistance to change. Training eases them into accepting change.
ClickSoftware is an advocate of the Train-The-Trainer approach. We recommend training a small group of leaders (super-users) and have them convey the knowledge to their peers at the time and place of their convenience. From our experience, this approach yields excellent results. These super-users will play a dual role in
- Testing the system and verifying system acceptance
- Building the end-to-end training for the end-user covering the business processes and usage of the system
ClickSoftware offers an out-of-the-box end user training which covers the generic usage of the product. If required, ClickSoftware consultants can be engaged to assist in customizing the training to the customer specific use cases and business flow.
We offer the following end user courses, based on the product edition (Professional or Ultimate) and implemented modules
To download Field Service Edge Customer Education Brochure click here