Service & Support

eknow’s high service model,

bundled with every M&A tools customer relationship, is unlike that of any traditional software vendor. Yes, we understand this must be seen to be believed. And you will! In the meantime, here is a summary of eknow® service and support.

Your eknow Team

eknow customers don’t work with an anonymous support organization. Instead, every eknow client works in direct personal contact with its own project manager and a 2- to 5-person support team. In fact, every eknow customer is on a first-name basis with their eknow team. This has been eknow’s service culture for over 16 years. We don’t plan to change any time soon.

Initial Consultation

Your eknow team doesn’t just get you up and running. Clients routinely turn to their eknow team to plan special projects, design new processes, and brainstorm future requirements. Your eknow team can also help orchestrate the rollout for that important new deal. When you need to get data from other systems to work with eknow M&A tools (or vice versa) your eknow team can definitely help. Not sure of the best approach to a new process challenge? Ask your eknow team — more than likely, they’ve helped another client in a similar situation.

Configuration

Configuration Screenshot

Which processes will you need to implement as M&A tools modules? Which optional tools and settings will you need to take advantage of first? The latest versions of eknow M&A tools are easily configured and reconfigured on the fly. But your eknow team will set up your initial configuration for you, based on the initial consultations. Your configuration can evolve in parallel with your own mission. Don’t need a Clean Team yet? Great — we’ll turn that off. Now you need it? No problem — we’ll configure and enable it for you, and show you how to do it yourself in the future.

Onboarding

Onboarding Illustration

Clients come to eknow from the full spectrum of readiness and requirements. Some already have user lists, team outlines, checklists, integration plans, or deal pipeline spreadsheets. Others have some but not all. Many have little or nothing to start. But whatever you have is all your eknow team needs. Whether spreadsheets, presentations, project files, or none of the above. eknow will review and clarify your data with you, massage and transform the data as needed, and import it into M&A tools — typically in a day or two — and usually without the client lifting a finger.

Training

Your eknow team will train your key users to administer and use your M&A tools. Adding and managing users, deals, teams, initiatives; creating templates, projects and plans; capturing or updating data; generating reports; exporting and importing data, and much more. Training for admin-level users takes two sessions to get up and running. Then refresher and advanced sessions are available if/when needed, at no extra cost. eknow will train from one to a dozen key users, depending on the modules required.

Process Support

Your eknow team doesn’t just get you up and running. Clients routinely turn to their eknow team to plan special projects, design new processes, and brainstorm future requirements. Your eknow team can also help orchestrate the rollout for that important new deal. When you need to get data from other systems to work with eknow M&A tools (or vice versa) your eknow team can definitely help. Not sure of the best approach to a new process challenge? Ask your eknow team — more than likely, they’ve helped another client in a similar situation.

Customization

eknow M&A tools was built from the ground up with the realization that no two organizations are alike. Their deal types, cultures, workflow, priorities, and politics are all unique. That’s why eknow M&A tools unique architecture is so essential: every single element of your system can be tweaked to accommodate your realities. Every tool, tab, column, field, report, formula, alert, and so on is designed to be customizable on the fly, without programming, and without even restarting your system.

No currently available M&A software is remotely as powerful, evolved, and flexible as eknow M&A tools. Some customization can be done by the eknow client. But your eknow team is happy to it for you, and can do much more. Talk with your eknow team about your special requirements, and see what we can do.

Special Projects

It’s not unusual for eknow clients to undertake special projects that don’t fit in the standard boxes: Strategic initiatives. Change initiatives. Compliance initiatives. Sales initiatives. If your initiative involves many, distributed contributors, coordinated execution, and tracked and measured outcomes, it’s a candidate for deploying from your existing M&A tools. Once again, this is where your eknow team comes in. Call the team and bounce your ideas around. They have probably done something similar for a client, and can help you plan and execute your initiative leveraging eknow automation.

Technical Support

Of course, eknow M&A tools comes bundled with unlimited technical support.