Training for Using Systems
Users Training:
Training is very important task to grant user adequate knowledge about systems functions and benefits. It is provided through three ways:
Attending applied training courses at any of YEMENSOFT branches. In such training courses the user is learns what he/she have to learn about the system in highly equipped labs by professional trainers for 20 hours on average.
Training on site via software implementation service.
Continual training by providing customer with required information and skills for improving his/her performance during providing technical support.
Each system of YEMENSOFT regarded as objective module and independent information that are provided to the trainees in separate training sessions or training program for a number of software, such as financial software, human resources software, ... and so on.
Each training program has a training plan contains all elements for planning the training at the level of each subject in which, such as: goal, introduction, and phases steps, used means, participation, defined time, used tools for trainees benefit measurement.
Each training session subject contains three parts: theoretical, practical and applied so that the trainee acquires necessary knowledge and skills in the training subject.
Training method depends on motivating trainees to participatory performance during training to achieve self-learning and using the provided instructions in system and other knowledge resources.
If the trainee wants to get training certificate for using YEMENSOFT Software about the topics on which he/she is trained, the following requirements are required:
Attending at least 80% of the training program time.
Achieving participation rate of not less than 50% in activities of training sessions.
Passing the theoretical and practical test of training program with at least 70%.
When the client buys software of YEMENSOFT, the contract includes training the agreed upon number of client staff who will work on systems.
The client gets official format from the branch from which he bought software to be filled in with his candidate's data for training.
YEMENSOFT coordinator arrange with the trainees and client about the training time, components and requirements as well as follows up the implementation of training program with the client's staff.
The training program for trainees is carried out during a period of time defined by training center in the branch. Moreover, the trainee gets a soft copy of training material.
The implementation of the training program is subjected to daily proceedings of adherence related to trainees' commitment to attendance and participation in training activities.
Each trainee has the right to get a certificate for completion of training program subjects according to article No. 5 of training methodology in YEMENSOFT.
Software Implementation
General Objectives of Implementation:
To apply users' knowledge and skills directly in their work places.
To exceed the phases of configuration, charts building, groups organizing, privileges customers according to business activity nature by customer with the help and supervision of YEMENSOFT programs Implementation consultant.
To grant the required confidence for customer's staff to make use of systems capabilities.
To ensure safe transition to use software in the defined time in implementation plan.
Implementation Method:
Prior Coordination and agreement with customer on all what effect on implementation process outputs.
Designing a timed plan of implementation for customer with clear objectives, tasks, duties, and to be signed.
Applying workshop style that achieves users' interaction in work sessions.
Preparation for Implementation:
The consultant starts with the required preparatory steps after s/he assigned to implement a module or group of YEMENSOFT programs modules for customer. The most important of these steps:
Reviewing customer's contract details and get contacts details with the responsible person.
Reading previous experience similar to customer status.
Taking required quality models for the task, and designing a model for customer data.
Making an appointment with the customer as the visit is essential to study the customer business environment and requirements.
Having knowledge about the customer's general vision in systems implementation from the entitled person.
Coordinating with system administrator who will be with involved with the consultant in implementation process and entitled to signing reports.
Making sure about customer's data readiness and quality level; in addition to providing his/her remarks to develop them.
Designing implementation plan, discussing it with the customer and signing it.
The necessity of arranging each visit according to the previous visit results and the requirements of implementation plan.
Implementation Plan:
The following items are the most important components of implementation plan for one or a group of YEMENSOFT programs modules:
Defining the time you need for implementing system or a group of systems.
Distributing the tasks and objectives of implementation sessions between the plan days in day and hour of starting and completing.
Specifying duties of the consultant and customer in executing the plan items.
Specifying the customer's team who will be involved in implementation process, nominating entitled system administrator, and specifying work place.
Implementation Session:
The usual and regular tasks of implementation consultant in every visit of YEMENSOFT programs implementation visits, which are:
Making backup of work and save it in the path agreed upon.
Executing tasks specified in implementation plan in form of an official session of training.
Giving chance for users to use the system and correct their mistakes not working on their behalf.
Discussing users and making sure that they have acquire knowledge and skills form work session.
Providing required recommendations for users in order to develop their performance or to prepare what is required for the coming session.
Signing the record or report of work session with customer before leaving.
Adding his experience with the customer in this visit to his account in CRM.
Implementation Completion:
It is necessary to complete the required sessions of implementation with users according to the plan that had been prepared and signed in the first basic visit to the customer.
Specifying the penultimate session of implementation for consultative supervision on users performance, data entry of various transactions, issuing reports samples that are considered important for the customer, reviewing them with the customer, and the customer's signature on those outputs.
Specifying the ultimate session of implementation for verification procedures about system administrator management for his/her tasks, the other users performance, and making the last backup of customer data.
After completing the ultimate session of implementation, the consultant of implementation have to sign on the record of implementation process completion with the customer declaring that the responsibility of using YEMENSOFT systems has been transferred to the customer.
Consultation Services
Consultation Services:
One of the important services during which customer’s activity is studied to provide him/her the consultation that helps in making the decision of him/her business computerization.
YEMENSOFT programs depend on wide options of configuration that are compatible with the diversity of business market activities. Businessmen prefer YEMENSOFT in many different sectors.
Consultation services that our company provide in projects computerization and software development are various, such as:
Service of preparing studies for integral or sectional computerization projects with all requirements.
Service of preparing studies for integral or sectional computerization projects with all requirements.
Service of designing projects of institutional change or development for business enterprises and service organizations.
Service of supporting customers shifting to computerization and qualifying them in order to achieve the best benefit of YEMENSOFT programs.
Providing Consultancy Service:
After studying the customer environment, needs, and regulatory conditions, YEMENSOFT programs Consultant offers consultancy service in a number of required components, the most important ones are:
Showing a model of success stories for YEMENSOFT programs in the same activity of customer in form of ultimate outcomes.
Displaying direct processors to be provided by direct YEMENSOFT programs to overcome the problems and meet the needs and the results that he wants to achieve.
Referring to the importance of the customer decision to computerization shifting in overcoming deficiencies, and positive opportunities that will bring him additional objectives.
Providing customer with the summary of appropriate solution project about the needed software and the circumstances which he/she will overcome, work environment to which he/she will be shifted and unexpected results that will be achieved.
Providing the most important technical details that should be discussed with customer such as: technique of linking between his/her accounting entities, the software flexibility to meet the requirements of his/her activity, and designing reports he/she wants, ... etc.
Displaying miscellaneous advantages for customer investment by using YEMENSOFT programs in its adaptation, inputs and processing. In addition to the and the importance of great diversity and comprehensiveness in reports that will enhance his/her organization strength and performance efficiency as well as the outcomes that should be achieved by the customer in the aspects of the regulation, growth and expansion.
Providing the customer with necessary recommendations which support the strength of shifting to computerization either in regulatory aspects, equipment's, users training, or others.
Presenting summary of initial scheduled implementation plan explaining the stages of customer shifting to computerization from purchasing decision to the last session of software implementation in the customer office.
Providing the additional information needed by the customer about YEMENSOFT programs.
Initial Study:
YEMENSOFT programs consultant starts the task to provide service of customers shifting to computerization with field study about customer organization by meeting the concerned persons in project of computerization, reviewing the required documents for his/her task, and collecting the enough information to achieve the following results:
Classifying customer according to activity type, organization size and branches, daily transactions intensity, and the other useful indicators for classification.
Defining the requirements from the customer point of view, vision for computerizing his/her organization, problems that he/she wants to be solved, and the situation he/she wants to be reached.
Defining the outcomes and outputs that the customer wants to achieve.
Studying work cycle and organization chart for tasks in the customer organization as well as efficiency level.
Finding out positive opportunities in customer environment that should be used in computerization project.
Executive Action Program:
According to study results of consultation service provided by YEMENSOFT, the best solutions will be discussed with the client to be implemented in his organization away from improvisation or failed experience, but the client organization are developed in accordance with the results of a scientific consultation study, global software, responsible business practice, and international case study expertise of YEMENSOFT software.
Then the results of study are converted to executive program of work within which to conclude necessary contracts with the client as well as executive plan is prepared to be ended in the client tasks practice through YEMENSOFT programs and to take advantage of its services.
Technical Support
Technical Support Service:
It is continual technical service offered to YEMENSOFT customers. This service is provided by specialized engineers in programming and computer engineering in addition to experts in implementation of accounting and administrative YEMENSOFT programs.
The reasons for requesting technical support differ from country to another. However, the most important mutual reasons are as follows:
Some customers like the participation of technical engineer in adapting some of programs functions with their special requirements.
Limitedness of using system instructions by user.
Errors appearing in the program for a reason related to using, program or external effect.
Providing software updates or versions for customers.
Providing Technical Support Service:
The customer service engineers of our branch or agent provides technical support service for YEMENSOFT customers. The means or times of providing the service may differ from country to another and from program to another. However, procedures of providing technical support service for YEMENSOFT programs is are the same as in the following steps:
The Customer should request for technical support service via appropriate and approved method in his/her area.
Technical support engineer implements the customer’s request by providing the service through appropriate method for processing the request.
Customer’s approval that his request has been completed via the approved method in his area.
The Most important Methods for Providing Our Customers with Technical Support Service
- Direct communication via internet or phone.
- Using remote access software (Teamviewer).
- On site support.
On Site Support
On site support service is provided by all our branches and certified distributers for customer when he /she requests that. The engineer reviews systems performance and implements the direct required solutions. Then he gives his necessary recommendations for users. At the same time, he takes the customer’s recommendations and proposals. After that, he submits a report about his visit to the specialized management as well as the network of YEMENSOFT departments, entitled persons and engineers via his account in CRM system.
Technical Support Service Fees
The service is completely for free during the first year. In the next years, invoices related to technical support service fees would be issued except for unsubscribed customers in renewing annual maintenance agreement through our branches and certified distributers.
Customer CRM website and application
YemenSoft is constantly keen to provide the best services to all its customers, and for this reason it has developed a customer service website to provide technical support services on time (http://www.yemensoftcare.net) This website offers many advantages, the most important of which are:
Giving the customer the authority to use the website (customer number and password) to log in and register his request, and to participate with YemenSoft management in tracking his request easily from his office without wasting time, as his request is automatically numbered.
YemenSoft's service system contains performance indicators for senior management that continuously and automatically deal with pending or unanswered requests, and take the necessary measures to ensure service to the customer and correct performance.
CRM Mobile App:
To facilitate your communication with YemenSoft from anywhere and request service from YemenSoft:
Download the application from the appropriate link on your mobile phone.
Contact your nearest branch to get your account details.
You will receive your account details and password via email or SMS.
Use your account to contact YemenSoft to request the service and follow up on the implementation.
You can follow up on the service or order status through the steps in the app, or you can cancel the order before it is executed.
You can identify the specialist authorized to execute the service or request and contact them directly.
You can also rate the service via the application in order to improve and provide better services in the future.
