When you start working with Synapse, our team is here to create a custom plan for implementation. Our goal is to help guide you through product training, engaging your team and stakeholders, and roll-out within your organization. We'll work with you to come up with a strategy and timeline that work best for you.
But before all that, we wanted to provide an overview of what you can expect from us and share some best practices.
When you start working with Synapse, you'll be introduced to your Client Success Manager. We like to consider your Client Success Manager to be an extended member of your team and a liaison between your organization and our product and engineering teams.
We'll start things off with a Kick-Off Call, during which we'll make sure that we're aligned on goals of implementation and timeline. We recommend having anyone who will be leading the implementation internally or administrators of your Synapse account attend. This call is typically thirty minutes long. Before this call, we'd recommend thinking about the following:
- Who will be our Synapse administrators? These users will be able to view all projects, add project owners, and will be responsible for setting up your templates and available tags.
- What is our first project? We find it's helpful to have this ready so we can align on the first projects or courses you'll be designing in Synapse. Having this alignment will help guide our discussion around timelines for implementation.
After your Kick-Off Call, your Client Success Manager will send over an Implementation Guide aligned to the timelines discussed during the call. This can be used as a helpful guide for the next training milestones.
Team Training Call
The next step is to schedule your Team Training. For this call, we recommend that you invite any Project Owners who will be responsible for creating projects. We'll cover how to take the templates you've created and turn them into your projects. We'll walk through the process of completing your needs analysis, inviting in collaborators, and designing your content. This call is usually around one hour long.
After training, you'll have access to our amazing support and success team! You can always contact us for help via:
- The in-product chat
- Your CSM's direct email
- Email at firstname.lastname@example.org
- Phone (1-800-341-2823)
Your Client Success Manager will also schedule Monthly Scrums. These calls will help to keep you up-to-date on feature releases, allow you to regularly provide product feedback, and see how our team can help you meet your goals and expectations for leveraging Synapse.