5 Quick Tips: How To Get The Most From Your RTO Software Solution
This blog was originally published in February 2018 but has been updated for freshness and relevancy…
You might have started a trial for the latest RTO software solution or perhaps you’ve just signed on the dotted line. You may have even been using your software for a while now and you want to be getting the most out of your solution. The first place to start is to figure out what solution you have (ie best of breed or a jack of all trades) and whether or not they provide you with any service on top of the product.
With best of breed technology on the rise (ie tech that fixes a specific problem) it shouldn’t be too hard to maximise your understanding and ability to use your solution to hit your RTO’s goals. Gone are the days of needing to purchase a behemoth and very expensive solution that typically abide by the 80:20 rule where only 20% of the functionality solves your problem.
However, you still need to get the most out of your tech and if the provider is a Software as a Service solution, it’s not just the product you are buying, but the service too. Chances are the people behind the tech are happy to help you reach your goals so make sure you are across what they have to offer.
How much you can get out of your software is down to:
- How much you will be / are using it
- It’s functionality and your level of subscription
- How much support is offered from the software provider
Support is something that can be hit and miss when signing up to software, so if this is important to you, then choose wisely. Fortunately for Cloud Assess users, delighting our clients is at our core.
Here’s 5 Tips On How To Get The Most Out Of Your RTO Software
1. Visit the Help Centre
All too often we skip the help centre and log a support request. Access your help centre to be inspired, but also when you have a specific problem. Help Centres are usually built upon common user questions. The answer you need could be at your fingertips. If you are trialling software, compare how help centres fair. A great self-help centre is awesome when you really want to get to understand why a feature or process happens and how it can benefit you.
2. Attend Topical Webinars
Webinars are a great way to learn more and gain a different perspective on a topic. You don’t have to attend every single webinar that happens, you can always access the recording at a later date. If you do get the chance to attend the webinar it does give you the opportunity to pose any questions and ensure you actually do sit and watch the training (rather than putting it off for a rainy day). If you are researching software find out if the company offer webinars and how often. How are topics chosen? Do they survey the customer base? Is there a fee?
3. Enquire About Training
Training is of great importance as you adopt new RTO software and to continuously enhance your team’s ability to do their job well. Check what type of training and how much it costs before you sign up. Enquire with your Account Manager if you require training in a particular area.
4. Talk to your Account Manager
Keep in touch with your Account Manager. They are there to help you get the most out of your software. If you are searching for software, ask if you will have your own point of contact who will provide consultative advice.
5. Utilise Live Messaging
Live Messaging or Live Chat is customer messaging that helps drive engagement between Users and Support Technicians. It is a great tool to use when you have an immediate technical problem. It’s like a concierge for your software. Check to see if your potential system provider has this tool and what their response time is.
We care about our clients and users and want to ensure that we provide exceptional experiences for them, not just with the day to day functionality of Cloud Assess but in how the online training and assessment solution is used to drive greater outcomes for their RTO.
Customer Satisfaction is above industry average at 97%.
Responding quickly to our users is one of our main priorities. The support team is driven by Nicky Copley whose goal is to ensure response times are almost immediate with resolution as quickly as possible. For example, over the last 90 days, the median response time for support requests through the app is 42 seconds! This means a whopping 97% of requests are responded to in under 2 minutes, 7 days a week.
According to a ZenDesk Benchmark report, this is amazing as a typical first response time is 2 hours for IT & Consulting.
The Cloud Assess Customer Support Team
Driven to make a difference for RTOs
We constantly seek feedback, research and gather information to provide Australia with an industry leading online training and assessment solution.
To read some customer stories click here
To understand how Cloud Assess supports the student experience click here
To hear how these RTOs have exceeded their compliance requirements click here