Beyond Property Management Software: How Trace Delivers Exceptional Client Care

Companies looking to buy property management software often focus exclusively on features and functionality. In fact the client care and support you get, both during implementation and afterwards, is often a far more important consideration.

The quality of support will determine:

1. How quickly your business can get up and running with the software
2. How effectively your software supports your business and provides a return on your investment
3. How well you serve your own stakeholders and customers

After all what good is your new software if you can’t use it properly?

What Onboarding is like with our Property Management Software

The onboarding process, where you will be introduced to using our software for yourselves, is probably one of the most important steps to get right. First impressions do matter. We pride ourselves in ensuring that our customers feel that the implementation of TRAMPS, BlueBox or o6ix (our property management software brands) does not cause any frustration, but instead makes users feel excited to get started.

Three key factors make up our onboarding process:

1. Understanding Your Business/Organisation

Every business and every person has different needs. That’s why we ensure that our onboarding process understands you as much as possible.

As soon as you adopt our software, we dedicate an implementation team to you. That team will work with you to thoroughly understand your business, your needs and processes, and ensure that the software is configured specifically for you. In doing this we make sure that the moment your team is using the software, it feels intuitive to use, and matches the way you do business.

2. Training to Use Our Software

Following the same theme, we don’t want to abandon your team once implementation is complete. When you first approach anything in life, you run into problems that only experience or knowledge can solve. So we make sure we have your back, providing that knowledge while you build experience.

Our training process ensures that property managers and other users receive personalised training, to make sure that your teams can use our property management software as soon as possible, and efficiently as possible.

Learning curves are inevitable, but we’ll do our best to ensure that your team is accelerated in its understanding of the new software, and that they can start feeling the power and possibilities it offers as soon as possible.

3. A Non-Disruptive Transition

Finally, we don’t want your transition from one software to another to disrupt your company in any way. We ensure we tackle this with a bespoke plan of action, preventing issues.

We take this approach through a structured data onboarding plan. At Trace Solutions we always work to make your data as accurate as possible, so throughout this phase we also focus on mapping your data and ensuring that any links to external software work effectively.

This phase of implementation is focused on being smooth and carrying across anything that your business relies on. This is why a bespoke approach to configuration is the best for any onboarding/transition process.

Client Support and Property Management Software: The Complete Package

If it’s not already clear, Trace Solutions has always believed in working closely with our clients to optimise their use of our software. We focus on delivering a tailored experience, meeting the unique needs of each business, because it is a process that works. It’s what allows us to excel in our industry.

This has been a core principle of our company ever since our foundation 50 years ago. Many attribute both our success and longevity to this belief. This is in stark contrast to many of our competitors in the market, who focus solely on sales and on the demands of investors rather than existing customers. Trace Solutions will always prioritise ongoing care. Our customers come first.

 

Proactive Problem Solving and Support for Your Property Management Teams

Once you’re onboarded and using our software, the support doesn’t stop. Our core values have built a company that is dedicated to supporting our customers and making sure that our software can be used as effectively as possible.

1. Dedicated Account Managers

Everyone runs into problems they can’t solve. In this case, you need to be able to reach out and get support, but also know who to contact to actually get this help. This is why each client is assigned a dedicated account manager, who can support them in the usage of the software.

Our account managers will also act as your advocates within Trace Solutions to request improvements and other development goals. Whether it’s from an issue you’ve discussed with them, or direct feedback provided, they will be raising it with our development team. This allows us to continuously develop software that matches your needs. This process alone makes our property management software one of the best on the market, as it is constantly tailored to real industry practice.

 

2. Personal Help Desk Access

We maintain an industry-leading helpdesk based in our own offices. Anytime during working hours the team is available to resolve issues quickly, or give general advice. The team consists entirely of people with property experience, as well as in-depth knowledge of the software.

We’ve done this to ensure the advice is of high quality, and as relevant to you as possible. The instant accessibility and experience of our support team is yet another factor that sets us apart from our competitors.

 

3. Ongoing Updates and Improvements

Trace Solutions issues free releases every  year, continuously upgrading the software to meet client and industry demands. We do this to make sure our product is always the best commercial property management software on the market.

All enhancements are available to all clients – the benefit of our package approach.