Partner with Our Customer Success Team

Our Customer Success program provides comprehensive support throughout your entire journey with Ademero. You'll receive a dedicated Success Manager who serves as your primary point of contact and strategic advisor. This includes quarterly business reviews to assess your progress, strategic planning sessions to optimize your document management workflows, and executive reporting to demonstrate ROI to stakeholders. Additionally, you get access to our 24/7 technical support team, comprehensive training programs, certification opportunities, and our extensive best practices library filled with industry-specific templates and workflow blueprints. All customers benefit from multi-channel support including phone, email, and live chat, ensuring you can always reach us when you need assistance.

Our structured onboarding process ensures a smooth transition to Ademero's document management platform. The journey begins with a kickoff meeting where your dedicated Success Manager learns about your specific business requirements, current challenges, and success criteria. We then develop a customized implementation plan tailored to your organization's needs and timeline. During the implementation phase, our technical team handles system configuration, data migration, and integration setup while you work closely with trainers who prepare your staff through role-specific training sessions. The onboarding process typically takes 4-8 weeks depending on complexity, and includes comprehensive documentation, hands-on workshops, and go-live support. After launch, we provide enhanced support during the first 30 days to ensure smooth adoption, followed by regular check-ins to optimize your configuration and address any emerging needs. For more on customer experience best practices, reference the Customer Success Association's professional resources.

We offer training programs designed for different roles and skill levels within your organization. The Quick Start program is a 2-hour virtual session perfect for all end users, covering essential tasks like document upload, search and retrieval, and basic navigation. Power User training is a full-day session available in-person or virtually, ideal for team leads and department champions who need to master advanced features like workflow automation, custom metadata, and integrations. Our Administrator training is a comprehensive 2-day program for IT staff and system administrators, covering system configuration, security settings, performance optimization, and troubleshooting. For organizations with unique requirements, we provide Custom Training programs tailored to your industry-specific workflows, department processes, and integration needs. All training includes hands-on exercises, real-world scenarios, and access to our certification program, which validates expertise and demonstrates proficiency to stakeholders.

Our multi-tier support structure ensures you receive appropriate assistance based on issue severity and your support plan. Standard support provides email and portal access with response times under 2 hours for critical issues and 4 hours for normal priority items during business hours. Premium support adds 24/7 phone access with immediate response for critical issues, dedicated support queue priority, and remote assistance capabilities. Enterprise support includes all Premium features plus a named support engineer familiar with your environment, proactive system monitoring, and guaranteed response times of 15 minutes for critical issues. All support tiers include access to our comprehensive knowledge base, video tutorial library, and community forums. We categorize issues into four severity levels: Critical (system down, major functionality unavailable), High (significant feature impairment), Medium (minor feature issues), and Low (questions and general guidance). Our support team maintains a 95% first contact resolution rate and 98% customer satisfaction rating across all tiers.

We employ a comprehensive framework to measure and track your success with our document management platform. Your dedicated Success Manager monitors key performance indicators including user adoption rates, document processing volume, workflow efficiency improvements, and time savings compared to previous processes. During quarterly business reviews, we analyze these metrics alongside your specific success criteria established during onboarding. We use industry-standard benchmarks to contextualize your performance and identify optimization opportunities. Our Customer Success Platform provides real-time dashboards showing system usage patterns, most-used features, and potential areas for improvement. We also conduct regular surveys to measure user satisfaction, feature utilization, and training effectiveness. ROI tracking is particularly important, and we help you quantify benefits including reduced document processing time, decreased storage costs, improved compliance, and enhanced employee productivity. All metrics are compiled into executive reports that clearly demonstrate value to stakeholders and guide strategic decisions about expanding or optimizing your document management implementation. For insights on customer retention metrics and best practices, see Forrester's research on customer success strategies.