Update from your Client Success Team

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Hello eTapestry customers!

As 2013 comes to a close, we look back over the year and reflect on what we’ve accomplished. We’ve had a lot going on here starting with the restructuring at the beginning of the year where we formed our Client Success Team. This change separated our Account Management team into Customer Relationship Managers (CRMs) and Client Account Executives (CAEs).  I know this may have been confusing for some of you who were used to having one “go-to” person but it has allowed us to first and foremost focus on our customers.  Our CRMs first goal is to help you successfully use your eTapestry database by recommending tools you already have that you may not have known about. In the event that you do need to add services to your account or upgrade your license, our CAE team is here to help.

Our pooled approach to client management means that you don’t have to remember anyone’s name. If you get to our general mailboxes, we’ll get you to someone who can help! Have a hard time keeping those emails straight? We’ve created a cheat sheet here to assist you in getting the right answers the first time you ask, from the right person.  To aid us in doing that, please keep these contacts handy:

Don’t forget that we also offer the following online support resources:

  • Knowledgebase is the first place to go when you have questions or need to troubleshoot software issues. It continues to grow based on your needs.
  • Case Central allows you to quickly submit a question, receive updates on open cases, and review past cases.
  • Chat Support allows you to chat with a live analyst by clicking Help & Support in the upper right corner of your eTapestry database and selecting Chat Now.
  • eTapestry how-to documentation includes the help file in the program and additional user guides.
  • YouTube videos for quick demos on commonly asked questions.

So, what else have we been working on? One of the goals of creating this Client Success Team was to be able to develop more tools and resources for you and we’ve been super busy working on all kinds of things. Here’s a quick look at a couple of the projects we’ve been working on.

Our Continuing Education Webinar series launched a few months ago. This series of short, bite-sized (15-20 minute) webinars are designed easily fit into your day and supplement our training materials by going a step further into practical application and best practices. Best of all, they are FREE! The topics are varied and each topic is given about once a month.  We hope these bite-sized webinars will be helpful in your day to day use of eTapestry. We have topics like “Queries vs. Reports: What’s the Difference?”, “Making your eTapestry Journal work for you”, “Event Tracking in eTapestry” and many more.  The feedback from you has been great so far and we look forward to adding more content in 2014. We hope you’ll check them out!

We’ve also created better resources for new customers with our GPS Implementation Portal. This website walks you step by step though the phases of implementing eTapestry and contains many helpful links to information and processes. We’ll be adding Freshman Orientation classes to the implementation process in 2014 as well. These 12 webinars will help new users get up and running.

Also…coming soon is an Online User Community for eTapestry customers. This community will be a resource for you to connect with other eTapestry users, discuss strategy and compare best practices. Along with the User Community, will be a web page with links to all kinds of information you need to know as an eTapestry customer. Be on the lookout for announcements on this new community in Quarter 1 of 2014!

We love helping our customers strategize on the best ways to use eTapestry to help you grow your missions. We wish you all a joyous holiday season and look forward to helping you achieve your goals in 2014.

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