Partnering with you to ensure long-term success.

 

We’re passionate about our clients’ success. When you work with eVero, you get more than a powerful software platform –you get a team of advocates that are dedicated to your success. This Client Service team will learn about your organization, understand your unique goals, assess your existing processes and requirements, and recommend an optimal solution. They’ll be by your side throughout your eVero journey: from implementation and onboarding to continually working with you to ensure that your agency is getting the most out of our software platform and training resources.

 

Project Management

Before implementation, new clients are assigned a dedicated Project Coordinator to walk them through initial setup tasks and ensure that required documentation has been completed and necessary system integrations have been identified.  eVero’s HALO Project Management software is used to track all tasks, enabling team transparency and communication.  Project status calls are scheduled throughout implementation to update all parties on progress and red flags and keep the project moving forward.

Clients will designate a Project Lead as the main point of contact for logistics and scheduling. Power Users — staff members using the system most frequently — are also identified.

Implementation

eVero’s Implementation project plan gives new clients the instruction and hands-on guidance needed to successfully get up and running on the eVero platform.  A dedicated Client Success Manager will partner with you to determine the needs of your organization and then design a customized training program, complete with timelines.

When needed, an Integration Specialist can be brought into the Implementation process to assist with any desired 3rd party system integrations.

Specialized Training Sessions

All eVero training plans are tailored to fit the needs of each client but incorporate the below meeting types. All sessions are conducted online, recorded for future reference, and tracked for accountability via our online project management tool.  The types of training sessions you can expect include:

Overview Intro Call – An initial call to introduce the team, set expectations, provide an overview of the training plan, and review documentation and open items from pre-training.

Integration Call(s) – Required for each integration purchased (payroll, billing, accounts payable), with the client’s project lead coordinating calls between their vendor(s) and the eVero team.

System Overview Call – An informational session to provide the entire client team- including Agency Team Members, HR, Billing, and Accounts Payable – with an understanding of the eVero platform and how it will help them.

Admin Training Call – Specific to Power Users (those identified as frequent users of the platform) this session details how to configure permissions, add new users, change permissions for existing users, reset passwords, and other administrative functions.

Project Status Calls – Recurring calls with the Project Team to review the Project Management status board, discuss open items, identify next steps, and schedule future sessions. We want to make sure everyone is aligned!

Detailed Software Module Calls – Hands-on sessions, complete with homework assignments, organized by software module and user type (Power Users, Brokers, FI’s, etc.). Sessions are 1 to 2 hours in length and specific to the identified module/use.

Account Management

Following successful implementation, your users will be up and running with confidence, but additional support is always available just in case.

An Account Manager is assigned to be the point person for your account moving forward. He/She will make sure that your organization is aware of all new systems, updates, training sessions, and requirements. Overall, the Account Manager’s goal is to ensure that you are positioned for continued success and leverage the eVero platform to its maximum potential.

Continuing Education

Our digital continuing education website, eVero Ed, is available 24/7 and regularly updated with the latest training and education materials. Here you can find guidance documents, videos, detailed release notes, upcoming training sessions, and user manuals — which are useful for existing users and can be incorporated into an onboarding process for new hires.  eVero’s online user forums are also a helpful way to learn best practices, share use cases, and make suggestions about potential system enhancements.

Support Services

The eVero Help Desk is another resource for software support if an issue arises.  Available via phone, web, e-mail or chat, our support team is comprised of seasoned subject matter experts who understand the distinct business needs of Provider Agencies and non-profit organizations.

We have multiple levels and teams of support.  Triage handles incoming chat and email requests, while Tiers I and II work to ensure that the eVero platform remains up and running smoothly while communicating key issues back to the Development teams.

Further, you do not have to reach us exclusively through a designated support contact at your organization; any person can reach out to eVero Support directly during our normal business hours. Our Team is equipped to support Individual & Family users, DSPs, and Brokers, all the way up to Power Users and Executives.

From the day you start with us, you will have dedicated professionals with you every step of the way.They care about you and make you feel like you’re not just a number. So you can be confident there’s humanity behind our technology