Welcome to Customer Success

Congratulations on going live with your new platform! 

You've now moved on from your Implementation Manager and are finding your feet with your new platform.  An Account Manager from our Customer Success Team will reach out to you to organise a:

• Platform review at the 6-month milestone for all customers of all sizes!
• Introductory call at around 6 weeks after your platform goes live for Enterprise-size customers.

Think of these calls as a platform touch-up and an opportunity to learn more about the system!  This will be a great opportunity to talk through items with a Customer Success Manager such as:

• New releases and updates that affect your platform.
• We will review your current use of the platform to see what other valuable features you should start using!
• We can review your Award configuration and position setup in your platform to see if any fine-tuning is needed.
• We will take you through any add-on services that your business might benefit from!
• We will listen to any feedback you might have and pass it along to the appropriate team in our business.

We want to help your business be successful in foundU, so don't be afraid to reach out to our team!

We are all hands on deck at foundU and have a few types of help available! Who you reach out to will depend on the type of assistance that you need! Don't forget, we have guides on our Help Desk on all features in the platform to help step you through processes you may not be familiar with!
 

Getting assistance

Once your platform is Live you'll have access to the Customer Support Team who can be reached over the phone or via submitting a ticket for less urgent matters. If they cannot help, they will escalate your request to our Customer Success Team. 

Please use this image as a quick guide to understanding which team will assist with your help needs!

Contact details for our Teams

• Our Customer Support Team - Reach out to our dedicated support team for day-to-day and urgent assistance. That is what they are there for! You can contact the support team at help@foundu.com.au or call 07 3876 3783 between the hours of 8:30 AM - 5 PM AEST.
• Our Customer Success Team - Should you need assistance with Platform reconfiguration, Awards, EOFY and Rate Rises, our Account Managers are your gurus! Email Support and they will pass your query along!
• Our Training Team - Should you want to organise some Custom in-depth Training on a specific platform topic. This training will come at a small fee but you will be provided with a recording of the Training session to review whenever you need it! Reach out via training@foundU.com.au.

  Want to have the foundU Help contact details at your fingertips? Download this printout with our details to keep nearby at your desk! 

To become a star customer there are a few tips and tricks we like to share! Our most skillful foundU customers are adept at exploring the platform and using their resources!

Here are 4 Great Tips to help you be successful:
 

Designate some foundU experts within your business!

You'll want to consider nominating a few experts in your business on the key foundU processes that you use.

Depending on the size and structure of your business, this might look like:

• One of your Rostering managers is the Roster and Approve Shifts expert.
• One of the HR team is the expert on all Employee Management and Position processes, and
• One of the Payroll team members is the foundU expert on Payroll in foundU.

These experts will benefit your business as they can then:

• Stay up-to-date and communicate new features and improvements with your team. Subscribe to What's New at foundU for the latest on new features and updates.
• Share documented processes with your team.
• Train new admins on foundU processes when they join your business using their skills and process documentation.
   

Use your tools

Learning a new software system is a bit like getting a new phone. To begin with, you simply need to understand the basics for operating your day-to-day such as using the internet, making calls and sending texts. However, your phone has a multitude of extras that will make you love it even more once you explore all its extra features making your device more enjoyable.

Your foundU platform is similar in this way! Before you go live you should have watched all of our Core webinars to learn the basics and become operational with your platform, but once you are up and running it's time to start exploring our list of Masterclass webinars to learn more about those additional features that will make life even more streamlined!

• Get a solid foundation on the Basics using our Core learning on-demand webinars.
• Get more from your platform features by exploring our library of Masterclass on-demand webinars.
• Every single webinar is here in one place.
• We understand making time to watch webinars can be hard, but once you join an On-demand webinar you can pause and come back at any time as well as ask questions to the training team throughout!

  Hot tip: Curious about how to find out about new and upcoming training sessions and Masterclasses? Once we release something new, we will place a pop-up on your platform so you can sign up for future webinars! If you can't make it on the day, we will send you a copy of the recording!
 

Don't be afraid to ask the Support Team questions

We always encourage questions, and asking questions will help you learn! If you have already looked at the Help Desk for an article to use but are still struggling with a process In your platform - please reach out to the Support Team to help you.

• Ensure every member of your team who has access to foundU bookmarks our On-Demand Help Centre. It's a very extensive knowledge base with instructions and videos.

  Hot tip: Remember if your issue is not urgent we suggest sending a Support ticket instead of calling.
 

Keep an eye out for platform pop-ups and emails

When we have an important message to communicate to our customers, we will from time to time send you an email or place a pop-up in your platform as a visual aid for important news. Some of the topics we will communicate with you on the following:

• New features and Improvements in your platform with how-to guides on navigating these new features.
• Important payroll or HR legislative changes.
• Approaching public holiday reminders and instructions.
• EOFY processes and deadlines.

  Hot tip: Save foundU emails in a folder in case you need to refer back if you notice some changes in your platform!

The Help Centre has over 300 step-by-step guides and can assist you with almost any user query on how to use your platform! Whether you're looking for an article because you have never set up a deduction before, can't find an employee on the roster, or need to create a manual payslip - we have you covered!
 

Ways to access the Help Centre

• Directly - Bookmark this link! https://foundu.zendesk.com/hc/en-us
• Or through your platform select the "?" icon. This will open our Resource Library where you can see all of the relevant foundU news including upcoming feature releases, upcoming webinars and more. 

Search tips for our Help Centre 

If you need assistance with a foundU process or need to find a resource to assist yourself. Use the Instant Search bar on the Help Desk to find yourself a resource to use.

Key things to keep in mind when searching a query:

• The instant search bar uses a partial word search and only returns results based on article titles.
• It is a good idea to press' Enter' in the search bar to see 'all matches' for your search term. This will show you all results that match one of your keywords. Then scroll to browse for your preferred guide.
• Articles of a similar nature will be shown in the 'Articles in this section on the right. 

 Watch below to see the variety of ways a Help Guide can be located.

  Please note: When searching the Help Desk, ensure your query is spelled correctly. The search does not assume what a searched word should be.

I have new admins in my business, will foundU train them for me and how much notice is required?

We understand that staff turnover is a natural part of any business, when you have new admins join your business we suggest the following process:

• Start your new admin off by watching the on-demand core webinar that best aligns with their role in the business. i.e. a new payroll admin will watch the Payroll webinar
• They should write down any questions they may have during the webinar and then discuss this with someone in their payroll team. This is a great opportunity to mention some of your more specific processes.
• If the new admin or the existing team members need more assistance with tricky questions, reach out to our Support Team or your Customer Success Team.
• For those looking for more of a one-on-one training experience, we also offer additional Paid Training options. Please note we generally require 2 weeks' notice to book training.

Which add-on services do you have or partner with that can also upskill my business?

We have a variety of add-on services in Employee Engagement, Employee Relations, Learning Management Systems, and Talent Management and Recruitment! You can find these in the Services and Integrations section of our Help Center.

Does foundU automatically download Awards from Fairwork?

foundU has built its award engine from the ground up, allowing you to cater to your organisation’s needs, while ensuring you remain compliant. We work with you to capture your Pay Rules and input them into the platform.

Can foundU provide us with HR advice?

We understand that when moving over to a new software there may be some other business processes you might like to take a deeper look into, however, your Customer Success Manager is not an HR or Financial advisor, however, we can connect you with an external provider if needed. We can put you in touch with Citation HR or Citation Legal for assistance on these matters!