Service and Support
Tour de Force offers a range of CRM services designed to meet the long term needs of our clients and to fully support the use of Tour de Force within their organizations. Support, Implementation, Learning and Professional Services assist with further user adoption and overall ease of use.
Professional CRM Services
The consultants on the Tour de Force Professional Services Team provide ongoing training, consulting, and support.
Implementation Services
As part of the Professional Services offered by Tour de Force, we provide a wide range of implementation services designed to get Tour de Force implemented according to your schedule and timeframe while ensuring that your company maximizes the return on your investment for many years.
Learning Services
Tour de Force, Inc. provides ongoing training courses developed to enhance the Tour de Force user experience and to allow our clients to make the most of the features and modules that are available to them.
Support Services
The Tour de Force Support Team provides post-implementation application support, upgrade support, and environment support. Support is typically provided over the phone, through remote access to a client’s system, and through web conferencing.
Professional CRM Services
At Tour de Force, Inc., we strongly believe that adequate and ongoing training, consulting, and support will ensure a well-implemented system and a well-trained staff that can and will use Tour de Force efficiently and effectively.
Training Services
Tour de Force implementations include a wide variety of training services, including Administrator Training, a “What’s in it for me?” presentation for the sales team, and Go Live Training for all employees who will be using the system. We also support “Train the Trainer” scenarios for organizations who prefer to train their own employees.
Consulting
Our Consultants work with your organization closely throughout the critical phases of the implementation process to ensure that the Tour de Force application is configured to meet your business objectives. All consulting and coaching services contain the necessary levels of personalization and configuration to help you achieve your business and sales process goals.
Support
Our job is not finished after your implementation is complete! The continued evolution of Tour de Force within your company requires that the application is stable and well utilized by the users. The Tour de Force Support Team also works closely with your Business Consultant to make sure that your company is staying up to date with the latest software releases of Tour de Force.
Implementation Services
Tour de Force, Inc. provides the people, the processes, and the tools necessary for a successful implementation of Tour de Force software solutions. Our time-tested implementation methodology and processes are designed to get Tour de Force implemented according to your schedule and timeframe while ensuring that your company maximizes the return on your investment for many years.
Tour de Force is a highly configurable software system, which gives every client the ability to use the application differently. Our Business Consultants work closely with your Project Team throughout the implementation process to ensure that Tour de Force is configured and personalized to meet the business objectives and processes of your company. Our implementation methodology encompasses several steps and processes designed to help our Business Consultants gain an understanding of the unique business requirements of each client and develop a tailored solution that addresses these business needs. Our aim is not to simply implement Tour de Force, but rather to build a business relationship with your organization that will continue on as we provide education, consulting, and support long after your implementation is complete.
Our formalized implementation methodology is structured on collaborative project management principles which are designed to control the elements of planning, coordination, and communication; arguably the most important factors to project success. Our dedicated project managers translate these project management techniques, industry best practices, and the experience of over 14 years of implementations into carefully constructed projects that allow our clients to fully realize a return on their investment.
Roadmap to Success
The Roadmap to Success Implementation is our most comprehensive implementation program and is the ideal solution for organizations that wish to utilize the full expertise of the Tour de Force, Inc. organization. The Roadmap to Success includes approximately 240 hours of Professional Services in 7 key areas; Project Management Services, IT Services, Application Set-up & Configuration Services, Business System Integration Services, Business Process Optimization Services, Data Conversion Services, and Training Services.
The Roadmap to Success includes configuring key CRM, SFA, BI, and BPO features of the Tour de Force application to your unique business needs, reconciling basic and advanced ERP data, documenting your sales processes and business rules, and training all users of the system.
The Roadmap to Success Implementation is our proven, premier process for implementing Tour de Force, allowing you and your sales team to fully focus on optimizing sales results while achieving maximum return on your investment. Clients who choose the Roadmap to Success Implementation experience success rates of over 98% over a 5 year period./p>
The Roadmap to Success Implementation involves six major phases, each consisting of several key milestones and tasks. These phases include several onsite visits from the Tour de Force Business Consultant involved with the implementation. We view our relationship with your organization as a business partnership, and the entire Tour de Force Professional Services Team works closely with your team throughout the implementation process to make sure Tour de Force configured to your business processes and objectives.
Project Planning Phase
- IT Workshop
- Project Kick-Off
- Business Process Optimization (BPO) Workshop
- Base/Business System Integration (BSI) Workshop
- Data Conversion Workshop
Setup & Configuration Phase
- Base Installation
- BPO Configuration
- Base/BSI Configuration
- Data Conversion
Review & Discovery Phase
- Onsite – Discovery Session
- Onsite – Review Initial Configuration
- Onsite – Review Business Processes
- Onsite – Reconcile ERP/BSI Data
- Onsite – Review of Initial Data Conversion
- Onsite – Training of Pilot Users
- Setup Tour de Force Users
- Finalize Base Configuration
- Finalize BSI Configuration
- Final Data Conversion
Training Phase
- Onsite – Go Live Training
- Onsite – Basic User Training
- Onsite – Standard User Training
- Onsite – Review of Outstanding Issues Following Training
Post Implementation Phase
- Review of Outstanding Issues
- Introduction to Tour de Force Support Team
- Onsite – 90 Day Review Session
Learning Services
Available Courses
Tour de Force, Inc. provides ongoing training courses developed to enhance the Tour de Force user experience and to allow our clients to make the most of the features and modules that are available to them.
Tour de Force Hosted Training Workshops
1-2 day training events held at Tour de Force Headquarters in Findlay, Ohio
- Build Your Own Reports (BYOR) Module Training (2 days)
- Tour de Force CRM Administrator Workshop (1 day)
A CRM Service available upon request. Classes can be conducted in person at client’s preferred location, at the Tour de Force headquarters in Findlay, Ohio, or may be able to be conducted through web sessions (based on the course). Intended for the experienced Tour de Force end user, these courses provide expanded training on selected topics for the purpose of furthering user adoption and return on investment.
- Tips and Tricks for Advanced Users
- Sales Goals and Planning in Tour de Force
- Using BSI to Identify Areas of Potential
- Opportunities: Forecasting and Pipeline Management
Available upon request. Classes can be conducted in person at client’s preferred location, at the Tour de Force headquarters in Findlay, Ohio, or may be able to be conducted through web sessions (based on the course).
- Tour de Force Quote to Order
- Marketing Essentials: Mailer Module
- Tour de Force Guided Implementation Training
- Advanced Analytics
- Support Module: Managing Support Cases with Tour de Force
- Event Manager Module
- Build Your Own Reports (BYOR) Module
- On Demand Courseware Upon Request
Available upon request. Classes can be conducted in person at client’s preferred location, at the Tour de Force headquarters in Findlay, Ohio, or may be able to be conducted through web sessions (based on the course).
- Core Basics for New Users
- Mobile Basics for New Users
- Administrator Basics
Support Services
The Tour de Force Support Team provides post-implementation application support, upgrade support, and environment support. Support is typically provided over the phone, through remote access to a client’s system, and through web conferencing.
Support Services are paid for with Support Credits, which are included in the Annual Maintenance Plan Renewal and can also be purchased as needed throughout the year.
Are you an existing client looking for Support?
Call-In-Support
Call-In-Support is available to clients who maintain an active maintenance plan. Only individuals who are authorized to log support requests on behalf of the client are eligible for Call-In-Support. Call-In-Support includes any request that is submitted directly to a Tour de Force team member via phone or e-mail, and not logged through the web support site by the client. Call-In-Support allows clients the flexibility of being able to communicate directly with a Tour de Force team member, via phone or e-mail, rather than submitting a support request through the web support site.
In order to utilize Call-In-Support, the client must have enough support credits available to cover the support provided. Support requests handled through Call-In-Support are logged to the web support site by a Tour de Force team member and support credits are charged accordingly. Support requests will be charged support credits based on the support request type. Whether immediately resolved or not, all requests will be logged to the web support site and managed per the priority level that the client requests.
Support Credits
Clients will be charged Support Credits based on the types of support requests that are submitted to a Tour de Force team member. The web support site allows clients to review all support requests and allocated Support Credits.
All support requests are charged based on the time spent and the feature or area of product being supported. Unused support credits will carry over from year-to-year as long as the client maintains an active Gold Level or higher maintenance plan.
If a client feels they were charged support credits when they should not have been, they can dispute the support credit charge through the web support site for further clarification. All disputes must occur within a 60 day period of when the support credits were charged.
