Who are Professional Services?

Background

The Concept Professional Services Team was established over 6 years ago, specifically to meet the demands of our customers who needed to implement software solutions. Since then, it has gone from strength to strength, and we are now kept busy dealing with the whole spectrum of solutions management.

From the initial consultation through to final installation, training and support, Concept Professional Services team is there to ensure the smooth running of the project and that the client is totally satisfied with the result.

Split into two teams, we consist of ‘pre-sales’ and ‘technical support’. Any potential Concept client can expect to work very closely with the pre-sales team in the initial stages of a software solutions project, and then the technical team in the latter stages.

Professional Service Pre-Sales Consultants

If a client expresses an interest in a software product, the pre-sales representative will be present at the initial meeting. Here, they will assess the needs of the client by gaining an understanding of the day to day running of their business and any frustrations they have with current processes. The pre-sales representative can then work on suggesting a solution that will eradicate these frustrations, while improving the overall efficiency of the process in question. 

Sometimes, if the client feels that their process is particularly complex, or they are investigating implementing a number of solutions on a larger scale, the pre-sales consultant will arrange to visit the customer premises to carry out a ‘workflow analysis’. This might entail tracking document flow from location to location, interviewing users as to their roles in the process, assessing hardware requirements, noting the volumes of files and the typical content; all to produce a neat report that documents firstly, what the current process is, and secondly, what the process would be with the Concept solution in place. Naturally, the solution should prove simpler and more efficient than the existing system.

Typical Situations

We often find that the simplest processes cause the biggest problems. For example, a straightforward ordering process creates a vast amount of paperwork, all of which has to be filed and stored somewhere. Somebody has to match up delivery notes to purchase orders, and then to invoices. Often, multiple departments need access to the same information at the same time, which invariably results in documents going missing as they circulate the building. Faxes may be coming in and going unrecorded, leading to potential orders being missed. Although each of these issues seem insignificant in their own right, when combined as part of a daily process that is integral to the running of the business, they become much larger. It is the job of the pre-sales consultant to identify such problems and suggest a solution that resolves them all.

Pre-sales consultants are then involved in demonstrating the products and solutions to the client, either at one of Concept’s showroom locations, or at the customer premises where convenient. Having spent some time analysing the client’s needs, the solution and its associated benefits can be easily explained to the client.

Professional Services Technical Support

At installation stage, the technical team take over, with their knowledge and expertise in all the software solutions that Concept offers. They will perform a pre-site investigation to ensure that they are appraised of the client’s systems and, where necessary, a pre-installation consultation in order to tailor the solution to the client’s exact needs. Working to a timetable that best suits the client, installation and training is a swift and efficient process. The client is then left to evaluate the solution, with the technical team on hand to make any changes and support as necessary. 

The final stage of installation then evolves into maintenance. Every one of the technical team has gone through rigorous training to become experts in their field, and they are on hand through our technical support help desk to answer any client queries that may arise.

What our customers think…

It’s always useful to get feedback from our customers, and it has become obvious to us that our clients truly value the effort we put in to providing a solution that will work for them. We believe that no two businesses are alike, and although we frequently draw from our experience in certain industries, we never assume that one solution fits all.

Here are just some of the comments our customers have made:

Sarah Blair (Director of IT)
Thorntons LLP:
“Concept has been completely professional, responsive and flexible throughout, providing us with a full migration plan and a technical team that instilled huge confidence. Ultimately, Concept has helped us to successfully achieve our objectives.”

David Howell (IT Manager)
Celtic Football Club:
“Concept's technical team was fantastic. They were able to time all aspects of the installation to ensure the least disruption possible. It was clear that they had handled this type of project before.”

Charlie Berry (Managing Director)
Andrew Wright Windows:
“The support we received from Concept Group was invaluable. The workflow analysis gave us the confidence that Concept really had a handle on how we function on a daily basis, and what our requirements were from a document management system.”

Steven Capper, (Europe Region IT Leader)
Arup:
"Concept have been our preferred suppliers for over 9 years, yet they are constantly evolving to meet our needs. They are wholly committed to providing total solutions that suit the changing demands of our business, and that is what sets them apart from the competition."

For further information please visit:

Solutions Overview 

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