Implementation:
FrontLines provides its clients a focused implementation methodology which ensures all our clients are able to build successful After Sales Support solutions.

Implementations can be completed within as little as a 7 days, however, we can easily map into our client’s timetable. As well, some of our clients take advantage of FrontLines professional services to utilize our expertise and to lessen the workload on their own internal resources. There are 2 elements of FrontLines implementation those being setup and training.

Setup:
Setup is included in the one time implementation fee and includes the following features:

• Match look and feel of your website (logos & colors: (fonts, background, & button colors)
• Full functional training online
• Integration into your company's web design
• Ensuring web address reads as being on your website
• Integrated Login - Ensure one Login for your partners and clients

Training:
There are three types of training those being; Functional Training, Consultative Training, and Specialized Training.

Functional Training is included with the initial Setup and includes anywhere from 2 to 5 hours of online sessions.

Consultative Training is provided in a staged approach beginning with a review of your return and issue handling processes, hands on returns process building, issue management (if required) and knowledge center development including; topic category setup and building superior answers to meet client/partner needs and goals. Some of the key features of the training include the following:

• 4 Staged training program for the full Return / Support solution and a 3 Stage training program for the focused Returns product
• A review of the Give, Get, Belong and Grow concepts enabling junior content providers to build powerful compelling answers (see whitepaper)
• Getting Started Guides, Admin and End User documentation
• Review and recommendations at every stage of training

Specialized Training is available when there is a requirement to completely redesign and organize product handling within the organization with regards to both front and reverse logistics. For this type of training we provide an onsite consultant with expertise in designing complete solutions.

Knowledge Seeding:
In many cases, for a small additional fee, we can supply organizations with a fully seeded initial knowledge center as part of the implementation process. Pre-seeding would benefit organizations that are currently facing severe time and resource constraints and would like to engage a professional resource from FrontLines to ensure the content they deliver to both their clients and partners meets both their needs and goals.

Retainer Services:
Some of our clients feel very confident in building content and supplying answers to their clients/partners, however, due to time or resource constraints they feel to maximize the impact of their online interactive knowledge center they need to rely on external expertise. For a small monthly fee, FrontLines delivers on this need by providing ongoing review and analysis of our client’s knowledge center structure.
Key features of the retainer service include:

• Loading of answers into the interactive knowledge center
• Proper linking of answers to web content and to other answers within the knowledge center
• Building and maintenance of key word and synonym structure
• Monthly analysis of search terms utilized by clients which have failed to find answers within the knowledge center
• Recommendations on future content requirements