Personal Attention, Expert Planning, and Flawless Execution
When you partner with CovalentWorks, you have your own personal team of dedicated EDI professionals all working together to deliver great service to you and ensure that all EDI transactions flow properly between you and your EDI customers. Our service delivery processes are based on our experience with over ten thousand EDI implementation projects. Here's a step by step explanation of how it works.
Your Own CovalentWorks Client Service Manager
Your Client Services Manager is responsible for overseeing the set up, testing (if necessary), EDI customer coordination and communication, user training, and move to production of your EDI service.
Your Client Service Manager ensures his or her team of EDI programmers is properly implementing and maintaining your EDI service, and exceeding your expectations. Your Client Service Manager is the ultimate authority in ensuring that you are provided with outstanding, industry leading results.
You may reach your Client Service Manager at anytime. Most of the time your Client Service Manager will answer the phone. If you leave a voice mail message or send an e-mail you can expect follow-up, or a return call, within 3 hours. Note: You have access to CovalentWorks upper management at any and all times. Every member of our company is dedicated to your success. Read what our clients have to say about our service.
Your Client Service Manager will provide you with a simple one page form to fill out that will request some basic information about your company for EDI identification purposes. After you fill out the form and return it via e-mail or fax, your customer will be contacted, VAN communication will be established and test transactions (if required) will be requested.
Your CovalentWorks EDI specialists will set up your company in our system and your EDI customer will set you up in their system.
Test transactions will be received from you EDI customer and test transactions will be sent. Any issues or errors will be fixed and retested. Testing will continue until all transactions are processed perfectly. EDI does not allow any room for anything less than perfect test results.
EDI Customer Communication & Coordination
Throughout the set-up and testing process your Client Service Manager will coordinate with your EDI customer and be responsible for overall communication as well as keeping you informed of progress on a regular basis. You are welcome to contact us at anytime with any questions you may have.
User training is provided after testing is complete. Training is conducted over the phone and by hands-on practice with the CovalentWorks EDI application.
Training time is minimal because our web-based EDI system is intuitive and easy-to-use. Allow about one half hour for purchase order and invoice training. Advance Ship Notice training takes about an hour. Other transactions required by your EDI customer usually only require a few minutes of training after you are familiar with our system.
Help desk support is included with your service at no extra charge. Most users have a question or two the first month they use our service, maybe a question the second month, and typically no questions from the third month and thereafter. You are welcome to call at anytime for assistance. We want to ensure that you and your EDI customer are well cared for.
Move to Production Status
Your EDI service will be moved to production status after testing is completed. Some EDI customers do not require testing because we have already tested with them for other clients. Moving those EDI customers to production status occurs as soon as you are set up in their system and our system.
We understand that our clients consider their EDI relationship with their EDI customer an important business relationship. Our implementation process will proceed as quickly as possible.
Each client is tracked in our real-time client relationship data base so that every member of your CovalentWorks team is aware of your status, progress and next steps. Your team will be able to effectively communicate with you and your EDI customer based on up-to-date information.
Regular Follow-Up and Communication
By focusing on your needs and your EDI customer's requirements, we implement an EDI solution for you that is built to last. Through communication, coordination, and training we develop an ongoing relationship to make sure that you are informed, comfortable, and thrilled with our service.