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Customer journey
Regularly review all significant stages of the product journey and ensure you have support when you need it.
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System utilisation
Checking on how the system is meeting your needs and identifying any areas of improvement, while helping you promote the success of Radar Healthcare within your organisation.
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Measuring success
Guide you in identifying key success metrics and regularly analyse the real-time data in Radar Healthcare to evidence where these are being achieved.
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Customised product training
Making it easier for you to take full advantage of Radar Healthcare.
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Product feedback
Ensuring your feedback about Radar Healthcare is heard and acted upon.
Onboarding Radar Healthcare
Everything you need to know about your onboarding journey with Radar Healthcare
We know that implementing a new piece of software across an organisation can be daunting, but with Radar Healthcare, you will have a dedicated Project Manager who will be with you every step of the way.
We are proud to say that our customer service is rated very highly which is shown by our ‘great’ NPS score. If you have any questions during the onboarding process, your Project Manager will be more than happy to help as we want you to get the most out of our software.
Contact Us“A very competent support team that know their product inside out and not only provide a high-level support service, but also assist in recommending different approaches to enhance any new processes that we're working on deploying into the product.”
Let’s take a look at the stages of onboarding with Radar Healthcare
Project Kick off
A good project kick-off meeting sets the course for successful and smooth project collaboration. It’s the best time to set expectations and foster strong team morale.
The kick-off is an opportunity to align the team, decide how everyone will work together, and establish common project goals and check-ins.
We’ll discuss and agree on the communication strategy, how often we’ll meet, how we can support you to achieve value quickly, what the timeline is, and the barriers to success.
Learn, Configure, Test
You’ll have regular calls with your Project Manager to:
- Provide you with an introduction to each Radar Healthcare module you have purchased
- Guide you through the configuration and key decisions
- Answer your questions and direct you to useful resources to assist your learning about Radar Healthcare
You’ll need to dedicate time to your Radar Healthcare system in between your onboarding calls to ensure a successful launch:
- For larger organisations we recommend 2 days a week over a 12-week period
- For smaller organisations using our out-of-the-box configuration we recommend 2 hours a week over a 5-week period
Launching Radar Healthcare
Your Project Manager and Customer Success Manager will work with you to design a rollout plan for your organisation and help you to set expectations. You will need to consider communication tools and messaging, how to engage key stakeholders, how to ensure that everyone is confident and comfortable and what documentation you need.
We deliver training as part of your onboarding, and you’ll be able to decide how to share this information to your wider team. We provide support and resources to help ensure your launch is as successful and impactful as it can be. Our launch kit contains useful information to announce Radar Healthcare successfully to your staff and includes email templates and posters too.
“Our Project Manager, Jack, was fantastic. We had weekly support calls and on and off of those he was extremely helpful, quick to respond, and easily accessible throughout the onboarding process – and because of this, alongside my previous knowledge of the product, we were able to implement the software ahead of schedule.”
Your path to success has just begun
Your Customer Success Manager will act as your advocate within Radar Healthcare. They will build positive relationships and have an in-depth understanding of your organisation and long-term objectives. They will work with you to ensure that you receive the tools and support that you need to achieve your goals and receive maximum value from our software.
We help to successfully instill a culture of continuous improvement and deliver improved outcomes. From pre-project discovery to end-user engagement and expansion, our team is always by your side, committed to enhancing your overall experience with Radar Healthcare.
Customer Support Specialist Team
It’s natural to experience some hitches when it comes to using a brand-new business system, whether this is problems navigating through the software, completing actions or you may even find your system needs a small change. We offer ongoing support, delivered through our frontline support team, Monday – Friday 08:00 – 21:00.
You can contact the team on the phone or simply raise a ticket with our team who’ll step in to take a look at the problem for you. In most cases, it’s a simple error with a simple problem. If the issue is not a quick fix, our team will liaise with our internal experts on your behalf to ensure that they can provide you with in-depth assistance over a longer period of time.
Product Training Team
Our Training Academy provides our customers with further training as and when required, including off-the-shelf training and bespoke training courses. Our training professionals will work with you to agree an approach based on your needs, and the needs and capacity of your colleagues, that can be scaled to optimise outcomes.
This could be a series of online events, a big bang launch event, a regional programme of training delivery or a blended approach designed specifically for you. Our current training satisfaction rate is 99%!
Here are just a few areas your Customer Success Manager will help with:
You’re never alone – enjoy ongoing support
At Radar Healthcare, we pride ourselves on customer experience which is why we’re rated in the top 10% of UK companies. Ongoing support and product maintenance is at the heart of our service delivery, because we understand that people and processes are as important as the software itself.
Our support and maintenance offer the reassurance that your business-critical software is fully supported, from day-to-day operations through to future proofing upgrades. Our fortnightly product updates ensure our software is agile and evolves with you.
How Have HC-One Implemented Radar Healthcare?
Radar Healthcare’s commitment to flexibility and adaptation provides a system and community for sharing knowledge and best practices.
Antony Hall, Director of Insights, Assurance and Governance at HC-One explains how they successfully deployed Radar Healthcare across their sites, “We’ve meticulously tested and refined our system in four sites, working closely with managers and incorporating their feedback to ensure it aligns with their operational needs. Then over a busy eight weeks we rolled out Radar Healthcare to all homes, providing individualised training and continuous support.”
Read more about our communityOnboarding FAQs
We offer two onboarding packages:
- Essential – Our Essential package provides you with the resources and support to set up the system at your own pace.
- Premium – Our Premium package is committed to ensuring you achieve maximum potential from Radar Healthcare. You will be assigned a dedicated Project Manager and Customer Success Manager, who together with your project stakeholders will build a customised onboarding plan that’s designed to help ensure that your goals and objectives are being achieved.
If you are not sure what onboarding package you have, please check your licence agreement, or get in touch to ask! Our team is available to assist with any queries you have.
The Radar Healthcare implementation process is underpinned by a consultative approach that can be tailored to your requirements and will take account of resource availability, internal communication strategies, key dates, training delivery, and more.
The time taken to onboard varies depending on a few factors, one being the size of your organisation. Our process is flexible and designed to work with our partners, so will be tailored based on your needs and capacity.
Radar Healthcare has been designed to ensure our software can be customised to meet the specific needs of each organisation we partner with. The customisation options rest on the foundation of a system built with best practices and industry standards in mind, providing a resilient, consistent, and standardised approach to incident and risk management across the organisation.
As part of our project together, we’ll work with your team to determine what kind of customisation you’re interested in. Then, we’ll identify what can be done in-house by your team, and what Radar Healthcare can support you with.
At Radar Healthcare, we understand that on-going support and product maintenance is a key part of the service delivery, with the people and processes as important as the system. To support a collaborative customer relationship and encourage full use of the system, we offer a variety of services to address our customer queries:
- Service desk from 09:00 to 17:00, Monday to Friday except UK public holidays, manned by knowledgeable UK based staff
- An online Community where you can join with other organisations to share best practice and access:
- A wide range of searchable articles
- A popular programme of webinars
- A repository of videos and user guides
- Allows for raising and tracking of your support tickets, with system generated “related articles” pertinent to the ticket being raised
- Access to forums
- Release updates – keep up to date with what’s coming and when, via our announcements section
- Feature Requests – if you have an idea for a new feature or enhancement to an existing feature, you can now log it and vote on other people’s suggestions!
- A digital adoption platform which is embedded into Radar Healthcare and offers support at the point of need 24/7.
- Telephone helpdesk in the event of out of hours priority 1 issues, manned by knowledgeable UK based staff.
In Radar Healthcare, you’ll have full control over the forms used in your system. Our system is highly configurable and gives your team a lot of flexibility over what information you want to capture during events. Another benefit to our approach to customisation is that there’s no specialist knowledge required. It’s all built into the system, so users with correct permissions can configure the system independently.
Need more information on our onboarding process?
