Engaging with Overtur Support and Customer Success Services
To ensure efficient, effective, and consistent support and education, it's important to engage through the appropriate channels. Contacting individual Overtur team members is not part of the Overtur support or training procedures. As we are unable to consistently provide this service to all users, Overtur team members must adhere to Allegion protocols to maintain consistency and fair treatment for ALL users.
Project Kickoff and Individual User Training
Allegion provides a welcome package to start your journey, arranged by persona:
- Design Team Member(s): Overtur: An Introduction for a Design Team Member
- End User(s): Overtur: An Introduction for a Facility Team Member
Support, Demonstrations, and Training
Understanding the difference between Overtur support, demonstrations, and training is crucial. These are three distinct needs and skill sets:
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Support: For existing users with urgent needs. Overtur has a dedicated team to address these needs. Requests are expedited to provide the most appropriate and expedient response.
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Demonstrations: These are not urgent and should be scheduled in advance. Ideally, give at least one or two days' notice, but a week's notice is preferred. Overtur representatives provide firm-wide or office-focused demonstrations.
Note: Overtur representatives do not participate in any form of production work, such as project kick-off meetings, detailed design reviews, direct project management, etc.
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Training: Similar to a demonstration but "hands-on" and often requiring more dedicated time. These sessions are generally scheduled with plenty of notice, as both parties often need to prepare. This could include the generation of a "sandbox" project, invitations to said project, and potentially the installation of the Overtur for Revit plugin and/or Overtur mobile apps.
Requesting a Demonstration or Training
When a customer or architectural firm is interested in firm-wide adoption, a group demonstration/training session, or an Overtur support request, the following resources are available:
- Request a Demonstration: When you request a demonstration or training, the appropriate individual (based on the topic) will follow up with a link to the appropriate “Microsoft Bookings” site. Coordinating internal and external calendars across many time zones can be difficult, but Microsoft Bookings allows you to see our availability in your PC's time zone.When you request a demonstration or training, the appropriate individual (based on the topic) will follow up with a link to the appropriate “Microsoft Bookings” site. Coordinating internal and external calendars across many time zones can be difficult, but Microsoft Bookings allows you to see our availability in your PC's time zone. Request a Demonstration or Training session.
We hope this clarifies what Overtur has available and how to connect with the appropriate Overtur resource.
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