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Support with Onvio when you need it

Kate Staley  Senior Manager, Customer Onboarding Product/Process Training – Tax and Accounting Professionals

Kate Staley  Senior Manager, Customer Onboarding Product/Process Training – Tax and Accounting Professionals

For the past six months, the Thomson Reuters Professional Services and Customer Support & Service teams have been talking, and more importantly listening, to Onvio® customers and Beta users for ways that we can improve the Onvio onboarding and support experience.

As a result of those discussions, we’ve identified four key areas that need improvement:

  1. Further guidance on how to get started with Onvio
  2. More training options, including live, on-demand, and tailored to firm roles
  3. Greater assistance on implementation
  4. Additional ways to contact support

We are already implementing improvements for each one of these areas. Here are more details on what we are doing:

  1. Further guidance on how to get started with Onvio

    When you purchase Onvio, you will receive a dedicated Onboarding rep to provide an introduction to your implementation and learning journey, and frequently check in with you to help you reach certain milestones like migrating your documents and enabling client portals. We also created a Change Management course that offers you guidance on how to navigate change within your firm and is a great resource for working through the implementation with your staff.

  2. More training options, including live, on-demand, and tailored to firm roles

    We’ve created 20+ eLearning and live instructor-led training focused on setup, usage, workflow, and best practices. We’ve also created a new interactive guide that provides greater direction on the order and selection of courses based on roles within the firm. This guide also includes checklists of tasks to complete during your implementation. You can find access to this guide within the Implementation Introduction Course & Resources section of the learning plan. You can also use this interactive guide to click to register and attend sessions.

  3. Greater assistance on implementation

    As part of our Concierge program, after completing training, we’ll connect you with a Technical Support representative who will check in on your implementation, and introduce you to important resources like Help & How-To Center, Idea Incubator, and the various ways to access support channels.

  4. Additional ways to contact support

    We heard you express frustration with only being able to contact support through chat and email channels, and we worked diligently to create a phone option that is available now. We conducted surveys and phone interviews with customers to ensure the naming of our queues makes sense to eliminate unnecessary transfers as you use our integrated solutions.

All this work is just the beginning, not the end. We are committed to providing premier onboarding and support services for Onvio and we will continue listening to our customers, to find ways to improve and demonstrate our commitment to you.

Find all the help you need with Onvio support or if you have questions, contact us today at 800-968-8900.

To learn more, visit the new Onvio.

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