Frogfish Solutions Software Implementation and On-Going Support

The Frogfish Solutions offers unsurpassed value in vertical industry functionality, however we know that even the best software applications are of little benefit to the client and user communities without an effective services component to effectively integrate them into your business. The inherent flexibility of our architecture affords us the ability to focus on automating your business according to your model, rather than getting your business to fit into ours. As a result, our implementation strategy revolves around gaining a complete understanding of your specific needs and objectives, and then relating that knowledge throughout every phase of your project so that the right automation design is achieved. We help you maximize your IT investment by devoting the time and resources to know your industry and your company, and then implementing a total solution that fits.

Once you have decided on Frogfish Solutions as your new enterprise platform, a Project Manager is assigned and a complete business review is conducted at your site(s). During this phase, your processes and business flow are documented in detail to be used as the "roadmap" for the implementation. Our team will work closely with your personnel to identify the business goals and automation objectives of each area, and then to design and integrate the functionality that achieves that. The focus is on optimizing each department both internally and as a work center within the overall enterprise.

Upon the successful integration of our application into your business, your staff is given complete access to a knowledgeable team of support specialists who understand your business, and who are capable of providing the answers your people need. We strive to promote consistency and a level of communication between our respective teams that will facilitate a successful, long-term technology partnership.

Our support program includes toll free access to our customer service department, as well as an on-line CRM component. Clients that maintain a support agreement incur no additional fees or costs related to use of these resources. Our support specialists are fully equipped to provide assistance to clients via securitized, remote access, so that they can log on to the client's system and see exactly what the user is doing. This allows for a faster, more informed analysis of any issue that the user is dealing with. Our team is also able to troubleshoot hardware/network issues that may be impacting the operation of the software application through this same access. The CRM system is a customer portal that allows users to enter questions related to their use of our software products, document issues or request system modifications, and then track it all through resolution or completion. The system provides automatic message/email generation to and from the users when the status of an issue is changed, as well as status reports, a knowledge base and several other key features to enhance the support experience.

We understand the value our customers' time, and our goal is to maintain a support environment that is accessible, helpful and efficient. Our response time is excellent, and our record of issue resolution is second to none.