Building Relationships: Working with the Clients & Profits Helpdesk Regardless of the where you work or what you do, working together is the foundation to building successful relationships. When you choose a system like Clients & Profits, you're starting a relationship that lasts for years. You'll find that the relationship with the C&P Helpdesk is vital to your success. We're always here to help because our business relies on your satisfaction That's why we survey dozens of callers every week about the job we're doing. (We're especially proud that in 2002 over 93% of respondents said that their calls to the helpdesk went very well). Here are some tips for getting better help: Everyone who uses Clients & Profits at your company can call the Helpdesk. There's no limit or restrictions how often they can call. The Helpdesk is busiest from 9am-2pm, especially on Mondays and the day after holidays. We respond to phone calls first, then e-mails. Use e-mail if the question is fairly straightforward and you're not in a bind. For urgent problems, always call the Helpdesk instead. When you call the Helpdesk, our automated call system routes your call to the next available staffer. If no one is available, you'll be prompted to wait or leave a voice mail. If you leave a voice mail, it will be returned promptly. It's helpful to designate a "system manager" for Clients & Profits, someone who can coordinate training and support, maintain the database, and keep track of updates. In rare cases, C&P R&D may ask for a copy of your database to troubleshoot a hard-to-reproduce problem. If this happens, you don't need to stop working while we research the problem.
Continued from previous page Don't be a control freak OK, control is one thing, but control freak is entirely different. Unless you're superhuman or have months to spend ramping up, don't implement C&P single-handedly. Chances are, you wouldn't handle a client job by yourself, so why go Clients & Profits alone? While installing Clients & Profits isn't difficult, there are many details that you need to be mindful of. Getting a hand will significantly reduce the time it takes -- and result in a much more complete implementation. Get your managers involved. Delegate the responsibility of identifying what each department needs and who needs to do what. With this analysis, you can map out the process of your shop's workflow. Your objective is to make the data flow smoothly from beginning to end, and that means taking out some roadblocks. With confidential G/L accounts, the ability to hide costs, and other detailed user privileges, there won't be a problem with letting your staffers access Clients & Profits and keeping proprietary information under wraps. Easy does it Now that you have a work flow map in hand and the roles of your staffers identified, start building the database. Since you have the big picture written down (your goals and map) focus on the primary elements that will anchor your database: users, the chart of accounts, tasks, clients and vendors, and status codes. While the database can grow quite large over time, you only need to focus on these five areas to begin with. Focus on current workflow Enter just the data you need today (more can be added later) and with enough detail so work flows smoothly through the shop. Remember, when staffers add job information in the front end, billing and financial analysis are quicker and more accurate on the back end. Chances are, if you have a good map, you won't need to revamp the database later. Don't let fear keep you from taking that first step: nearly everything can be edited so don't worry about making mistakes. Put the pedal to the metal With the basics in place, it's time to get more out of Clients & Profits. There are dozens of tools built into Clients & Profits to help you speed up the current workflow. Setting them up takes a few minutes but saves hours each week by automating repetitive processes, plus jobs stay on schedule and on budget.		Another great way to pick up the pace is to get some training. Attend a C&P new-user training class or power-user Wednesday Workshop, or bring in an on-site trainer/consultant for specialized one-on-one training. Both provide a great opportunity to learn the in's and out's of Clients & Profits and, weighed against the cost of lost time and unrecovered expenses, are a real bargain. Say what?! For the first few months that your shop is running live, set up a feedback process so everyone who is using Clients & Profits can tell you what they think. You might want to set up a bulletin board on your local network, create an electronic mailbox to receive comments, or hold weekly meetings. It might take a little while to set up the feedback process, but the comments will be invaluable. You'll be able to find out what is and isn't working, why, and what needs to be fine-tuned. Remember, you're reaching for that goal -- the one you put in writing -- so don't be tempted to compromise with an "almost" system just because the going got a little gnarly. Clients & Profits can take your agency as far as you're willing to take it. Keep the faith If you've used Clients & Profits for years, or are still new to the system, the best way to keep your Clients & Profits running smoothly is to keep abreast of Clients & Profits news. Bookmark your favorite Clients & Profits web pages (see page 7 for best of the C&P web site), call the Helpdesk, and tune into training classes (they are broadcast live over the Clients & Profits web site, free of charge). Clients & Profits also hosts an online user group so you can keep in touch with fellow Clients & Profits users to discuss everything from how much to bill for photocopies to salaries for new hires to better financial management tips. With nearly 1,000 registered members, the collective expertise is mind-boggling. Clients & Profits is always searching for ways to make your experience more useful and more profitable. That's why the software is updated and upgraded regularly -- and that's why we listen to your needs, just like you listen to your clients' needs. Tell us what you think, what you need, and where you want Clients & Profits to take you. If it's possible, we'll find a way to get there. Judith Hector is the director of marketing for Clients & Profits. She co-edits the quarterly newsletters.