Client Support & Training Overview
Expandable's live, instructor led Web-based e-Training classes combine the same valuable curriculum as the classroom courses with the convenience of your own office. Web-based classes are six hours in length, and courses are limited to four (4) students to allow for individual attention.
LIVE FORMAL TRAINING CENTER
Formal Classroom Courses, one and two day courses are offered at Expandable's facility in Santa Clara, CA. The classroom courses are limited to twelve (12) students to allow time for individual attention. Each student is provided course materials and an active workstation in all classes except the Expandable for Accountants class which does not require workstations. Please note: the pricing below is per person.
DIRECT IMPLEMENTATION SERVICES
“The company was able to implement the solution quickly and easily in about a month…. This surprised even Expandable, how quickly everything went” - Expandable Customer and User, Chief Financial Officer. The Expandable Difference, Perfected over decades of experience; Expandable’s unique implementation method minimizes the complexity usually associated with on-site ERP system deployments. Because development, marketing, implementation and support of Expandable products are all accomplished exclusively with direct employees of the company, Expandable delivers economic advantages that other ERP providers cannot. The Advantages of Our Direct Approach: Our direct model minimizes implementation expenses to keep the total investment affordable for growing companies. Your investment goes towards superior ERP software as opposed to funding excessive implementation services. Other ERP providers charge as much or more for services as for the actual software - and many will hide the true costs until after the initial sale. Because of our experienced, direct approach we know exactly what your implementation will entail and include the complete cost of implementation in your sales agreement.
PERSONAL IMPLEMENTATION SUPPORT
“Our implementation went very smoothly; it was done in less than a month” - Expandable User, Director, Computer equipment manufacture. Personal Support Your implementation will be accomplished with an Expandable support representative who has implemented the system at hundreds of sites like yours. Your Expandable support representative helps you plan your conversion and installation strategy, developing an Implementation Checklist based on the unique challenges and goals of your operation. Before going live with the Expandable installation, your support rep converts and verifies any existing data and financial balances. To assure a successful implementation, your Expandable representative delivers on-site support during the "go-live" phase and through the first month-end closing process.
“… dedication to understanding our direction, wild ideas, and brainstorming a solution with us was remarkable. … outstanding level of professionalism and customer service...” - IT Manager, Expandable Customer. Partnering for Your Best-In-Class Success - Expandable takes great pride in maintaining the most responsive customer support staff in the industry. We believe selling our product is only the first step in a successful long-term partnership. Our philosophy is to get new customers up-and-running quickly and then provide ongoing support and analysis to ensure continued maximum results. Our variety of support and training services assures a smooth implementation and continued success.
Successful Implementation Plan - Each new Expandable customer is assigned an experienced support representative. The Expandable support representative helps plan the conversion and installation strategy, developing an Implementation Checklist based on the unique challenges and goals of the target operation. Before going live with the Expandable installation, the support rep converts and verifies any existing data and financial balances. To assure a successful implementation, Expandable delivers on-site support during the "go-live" phase and through the first month-end closing process.
Training - Education is a critical element of any successful implementation, so Expandable provides a wide range of training options based on the individual requirements of its customers. Customized group and one-on-one guidance is presented on-site for new customers, as well as for experienced users with targeted objectives. The Expandable Training Center offers regularly scheduled classes that cover a wide range of topics, from basic navigation to CPA-level accounting.
Help Desk Hotline - For ongoing answers to questions and issues that arise, Expandable's seasoned customer support representatives stand ready to assist with any aspect of running the Expandable applications. The goal of the Expandable Hotline is to provide immediate resolution to every question.
“Engaging Expandable’s implementation experts during our implementation and facilitating the process…Our employees like our solution and have picked it up very quickly” - CFO, Expandable Customer.
Tune Up Your Operation: Expandable provides comprehensive system audits to enhance your product utilization and address business goals and objectives that may have changed since the original implementation. Expandable's tune-up program serves as a checklist to pinpoint the optimal system model for your expanding business. Enhance Your Advantage: Expandable staff members save you time and resources by handling the critical steps of customization. Our experienced staff will help you sharpen your competitive advantage by tailoring custom reports that highlight your key business measures. Custom programming is provided by Expandable's own system experts who tailor applications specific to your needs. Work closely with professional services staff members to make your business applications wish list a reality.
Integrate Your Systems: Expandable Professional Services connects the Expandable system with the complementary mission-critical applications you use to dominate your competitive landscape. Integration between Expandable and best-of-breed industry applications is accomplished by Expandable's experienced developers who work with you to identify and define key touch points.
MEDTECH VALIDATION PROUCTS & SERVICES
Medtech Validation Product & Services, to help medical device manufacturers and other life sciences customers navigate the complicated system validation process; covering typical regulatory requirements for quality systems, for exmaple:
• ISO 13485 / 9001 / 14971
• FDA CFR 21 Part 820
• FDA CFR 21 Part 11
Expandable offers three strategic options for satisfying the validation mandate of the FDA and other global quality system regulators.
1. Validation Toolkit for customer in-house validation
2. Professional turn-key services
3. Custom combination of Toolkit scripts and professional services
With the option of choosing among three practical approaches, Expandable customers can complete their validation project using the method that aligns best with their level of experience, strategic goals and capital resources.
All Expandable validation resources come with decades of experience helping life sciences manufacturers operate successfully in a highly regulated industry.
MEDTECH VALIDATION TOOLKIT
For customers with the confidence to perform their own validation, Expandable provides a Validation Toolkit that includes the scripts and templates required to assure that the system and related business processes comply with the FDA and other regulatory agencies.
Developed for Expandable by life sciences industry professionals, the Toolkit templates include the necessary scripts that assist key personnel in completing the quality system validation requirements:
• Validation Plan (VP)
• Installation Qualification (IQ)
• Operational Qualification (OQ)
• Performance Qualification (PQ)
• User Functional Requirements (UFRS)
• Separate Risk Analysis (SRA)
• Trace Matrix (TRACE)
The validation protocol scripts clearly define and document each step required to validate the Expandable base system, encompassing critical components of the following quality areas:
• Inventory Control
• Job Scheduling/Costing
• Lot Tracking
• Master Scheduling
• Multiple Location
• Product Data Control
• Sales Order
• Utilities (Password Upload, User Field Names)
CUSTOMER RESOURCE CENTER
Expandable users currently on maintenance are invited to enter the Customer Resource Center, where your valid password provides around-the-clock access to materials and information collected to help you get the most out of your partnership with Expandable. The Customer Resource Center is a secure area and restricted to Expandable users with a current maintenance agreement.
CUSTOMER SUPPORT MODULE
The Expandable CRM CUSTOMER SUPPORT module provides a foundation for delivering outstanding customer service and support through detailed case management and complete visibility of the resolution process. With an intuitive single interface that integrates seamlessly with Expandable CRM, customer-facing individuals will have the tools to promote customer satisfaction and retention by creating, viewing and tracking communications related to service issues.