Onboarding is our specialty.

As the leader in Customer Onboarding in Salesforce, we know how important it is for our customers to get off to the right start with TaskRay. Many of our customers feel comfortable getting TaskRay up and running on their own with the help available on our world-class support site. But for those who want a little more assistance, we offer two feature-filled onboarding plans—Premier and Enterprise. Here’s a quick look at what both plans offer:

FEATURE

Introduction
Our onboarding team will meet with you to make sure we’re all on the same page and understand your goals for TaskRay.

PREMIER

30 minutes

ENTERPRISE

1 hour

Discovery
Our onboarding team will meet with you to review your process and requirements for project setup and structure.

1 hour

Project Consultation
Our onboarding team will review and discuss the provided Technical Assessment & Recommendations document post Discovery call.

1 hour

Configuration 
Our onboarding team will work with you to ensure a successful TaskRay configuration based on best practices and product recommendations.

2 hours

2 hours

Reverse Demo
To ensure TaskRay is meeting the discussed requirements, we will have you give our Onboarding team, Customer Success Manager, and Support team a high level demo of your configured TaskRay instance as a last step in our onboarding program.

1 hour

Training Strategy
Our onboarding team will work with you to determine the best training strategy for your team.

30 minutes

30 minutes

 

NEED
“We’re setting up an advanced configuration and need to speak to an expert.”

FEATURE
Advanced Configuration Support
(limited to 30 minutes per call)

BENEFIT
Our support team will provide consultation for advanced TaskRay configurations beyond what is documented on our support site. Some examples include: Community set up, custom permissions, complex object relationships and multiple app integrations. Includes guidance on which types of licenses to purchase, types of permissions to use, etc..

NEED
“We need a proof of concept for a complex use case, but don’t have the bandwidth or knowledge to do it ourselves.”

FEATURE
Complex Use Case Support
(one annually)

BENEFIT
Our support team will provide guidance for building out complex use cases with TaskRay. Includes step-by-step directions as well as documentation and/or a dev org for your Admin or SI to use a reference. (This service is not intended for initial TaskRay onboarding.)

NEED
“We built this, but it stopped working.”

FEATURE
Custom Build Diagnostics

BENIFET
Our support team will log into your org, determine what the problem is and provide a recommendation for fixing it. (A Custom Build is defined as anything that is not included on our website as an article or support document, or a customization that runs counter to best practices and tips listed in our documentation.)

NEED
“We can’t afford to wait 8 hours for an answer.”

FEATURE
Priority Ticket Routing 

BENEFIT
Response times for your tickets will be reduced during stated business hours. Please refer to TaskRay SLA for details.

NEED
“We’d like to see if there’s a pattern in our tickets, but don’t have the time to review them ourselves.”

FEATURE
Proactive Case Monitoring & Report

BENEFIT
Our support team will monitor your tickets throughout the year and provide your account manager with a recap of your tickets from the previous year, an analysis of the tickets and recommendations for best practices, updates, process fixes, etc.

COST

$750

$1,750

The fine print:

  1. All meetings will take place on the phone or via Zoom.
  2. Both plans require the customer to review and complete assigned tasks in TaskRay Onboarding Community.
  3. Onboarding must be completed within 60 days after start date.

NEED
“We want to maximize our investment with TaskRay.”

FEATURE
Account Review & Recommendations

BENEFIT
Your Account Manager will review your TaskRay Case Report with you in your annual renewal meeting. (Includes all cases submitted over the last 12 months.)

Ongoing support.

You can rely on our always-free support for continued support after onboarding. We also offer more comprehensive Platinum Support on its own or as part of our Premium Edition. For more information, please speak with your Account Executive.

Salesforce consulting.

We don’t handle build-outs or offer Salesforce/business process consulting, but we do have a number of trusted partners that can engage with you on a specific project or an ongoing basis.

Some examples of what we are unable to handle during the TaskRay onboarding process:

  • Configuration within your Salesforce org

  • Building or customizing reports and dashboards

  • Custom Apex not packaged with the TaskRay application

  • Custom Flow and Process Builder Solutions not related to the TaskRay Application

  • Training and guidance specifically on Salesforce automation tools

  • Integrations with applications outside of our official integrations

If you have questions or need help choosing an implementation partner, please feel free to reach out to your Account Executive.

Ask us how TaskRay can help you get every customer off to a great start.