Name: Future-proof your operations: How Emburse Services solve your business problems
Uploaded: 2024-10-17T17:57:40.408Z
Duration: 30 min 36 s
Description: Future-proof your operations: How Emburse Services solve your business problems

Transcript for "Future-proof your operations: How Emburse Services solve your business problems": Alright. Let's get started right on time. Hello, and welcome to today's webinar, future proof your operations, how immerse services help solve your business problems. My name is Lauren Boyd, and I'm a customer marketing manager at Imbursed and your host for today's event. Over the next 30 minutes, we'll explore how inverse services inverse services can help some of solve some of today's most pressing business challenges. Just a few housekeeping items before we get started. The event is recorded. You will receive the link to the recording following the event. I also wanna point out that there's an engagement area on the right. We encourage you to ask questions, which you can do in the q and a tab. There's also some documents in the document tab that are helpful resources to follow-up with from this, webinar. We can also keep this conversation going, connect with our speakers on LinkedIn, start a discussion in members collective, and you can also request the follow-up meeting by clicking that button at the top, the orange one, and we'll get you connected with someone from our sales team. Let's get this webinar started. It's over to you, Kelly. Hi. Good morning, good afternoon, good evening, depending where you're joining us in the world today. My name is Kelly Causey. I'm the vice president of services here at Imbursed, and I am joined with my colleague Carlos Carrasco who's gonna kick us off today in talking more about Imbursed Services. Thanks, Kelly. Hi, everybody. My name is Carlos Carrasco. I'm the vice president of professional services, overseeing our implementation and post live consulting operations. So Kelly and I today are gonna talk to you a little bit about some of the additional services offerings that we provide here at inverse. Here's our agenda. So we're gonna start off with the first question. Why do you, why do I need both software and services? Right? We'll get into detail on that. And then as we talk about that, we'll move into the Imbursed Services across your customer journey, and we'll walk through services that are implementation related, along with adopt services, system reviews, and then our Inburst solution advisor, insight advisor, and assistant pro offerings. So let's go ahead and jump right in. Why Inburst services? Well, a lot, for the sorry. What so why inverse services? Even the best software is only as good as how you use it. Right? A lot of times we buy software and think that, you know, it's easy to use, and a lot of times it is easy to use. But when we think about services, or when we think about software and services, we have to remember software is gonna provide us with the tools. Services is gonna provide us with the expertise. When it comes to software, the SaaS platform gives customers access to powerful tools that can automate tasks, provide insights, and streamline operations. However, services guide customers on how to best use those tools and ensure that they maximize the software's potential. In complex use cases, software alone might not solve all the issues without expert guidance. I'm sure a lot of you can remember your implementation of Chrome River or any of our Inverse products. And throughout the demo and sales cycle, you saw the software, you saw what it can do. But as you went through the implementation, it was really the services that helped guide you on how best to configure the software, how best to, optimize your own processes to to work properly with the software, and a lot more guidance that was provided. And that guidance continues throughout your journey here at Imbursed. So let's, let's talk a little bit about the journey here at Imbursed. Your journey starts with the evaluation process. Right? So when you think about, you know, how you ended up with Imbursed and how you chose Imbursed Software, there was an evaluation process that kicked this off. Right? You were evaluating Imbursed along with other software providers. Ultimately, you chose Imbursed and you chose the product that you implemented, which moves us into the next phase of the journey. Right? Implementation and onboarding. So now that you've purchased the software, you have to implement it, and you have to onboard it. Those are the, you know, the second parts of your Imbursed journey here. And then as you've onboarded it, there's an adoption phase, where, you know, now that you're rolling out the software, now that you've implemented it, you've got it configured to match your needs. You have to get people to adopt it. Right? So that's the adoption phase of our journey. And then now that it's been adopted, right, you've been using the software for a period of time. Everybody's comfortable with it. Everybody knows how to use it. It moves you into the later phases of the of the journey, which are the established and the expand, evolve. So as you can see here, we've listed out the journey. Implementation services, as you can see down at the bottom, covers the first portion. We have our adopt services that kinda cover that middle portion of the journey, and then our solution adviser, insight adviser, or Imbursed Insight adviser, and our adopt or, our other Imbursed services cover the the middle to later phases of the journey. Alright. So let's talk a little bit about implementation services. And I wanna be clear here. When we talk about implementation services, we're not talking about the actual implementation. Right? Once you buy a product, you're gonna implement it. That's all part of what you've already paid for, when you've signed up for the service and the implementation. We're not gonna talk about the actual implementation itself. What I'd like to talk about are some of the additional implementation type services that we can offer. And as we're talking about this, I wanna make sure that everybody understands that these services are stand alone services that can be added, and they don't necessarily need to be added just during implementation. A lot of these services as as we're talking through them, you'll find that you can add these services post implementation. So the first service here is our change management planning and execution. When we think about implementing a new software, I think a lot of organizations don't really consider the change management portion. Right? Change management is extremely important in implementing a new software. You need to make sure that the people that are gonna be using the software are on board with the new software. Right? When you think about, you know, maybe this has happened at your organization where you've implemented software before, and the change management wasn't great. Right? So you've rolled out this software and you've told your end users that they need to start using it, but the end users are kinda confused. Right? They don't know why this was put into place. They don't know how to use it. They don't know where to go for help. During implementation, we do offer some change management planning, but there's a this is this can be a whole world in and of itself. And so we offer this change management and, planning and execution package so that everyone can utilize this and do a better job of change management. Now many organizations already do a great job of this. Right? But this is for any organizations that need additional help and assistance. One of the most important things to note with change management is you have to do it early and you have to do it often. Right? As soon as you know that you're moving on to a new set of software, it's important to get the message out to your organization. It it doesn't need to be it doesn't need to be a long wordy notification. Right? Just the, hey. Guess what's coming down the pipeline? This new software is coming soon. Right? Get that message out there early. And then from that, you start building. Right? You start building anticipation. You start adding additional detail to your change management, messaging, and, you know, you get people to really start getting excited about it as you're going through the implementation process. So that's what we help you do here with this change management package. Right? We're we're here to provide you with all of the tools that you need in order to make sure that your organization is ready for this upcoming change. 2nd package here is our end user training. So, again, during implementation, we do offer some training. Generally, that training is gonna be for your admin users, for your project team, and we typically do a train the trainer session. However, for many organizations, that's not enough. And so we do offer a end user training package. This is a standalone package and it's typically custom scoped. So in this package, generally, what we're doing is we're trying to understand from you what type of training are we gonna be doing? How many sessions do we need to do? What's our target audience? Right? Is it end users? Is it administrators? You know, is it other users within your organization? So what we do with this package is it's a tailored package. It's gonna fit your specific organization's needs and your specific organization's configuration. What we do here then is we'll work with you to scope it out and determine, like I said, you know, who your who your end users are. Are we training administrators? Are we training executive assistants? Are we training the actual end users? Right? So we'll work with you to figure that out. But this is another stand alone package that we do offer. And then we offer a validation or testing package. As many of you who have gone through implementation know, typically, validation and testing is is considered the most tedious and the most difficult part of actually implementing the software. In addition to doing your day jobs, right, generally, your organization is asking you to implement the system and take some time to validate it and make sure that it's gonna work to fit your organization's needs. We understand that a lot of organizations, are, you know, busy doing other things. And depending on when the implementation comes into play, you may be busy with year end operations, budget season, you know, year end closes, things like that. Even for a lot of you, that have implemented the software, you're usually on the accounting or finance teams. And as you go through the implementation, we reach month end. You're working on month end close and things like that. Right? So we understand that not everybody has the requisite amount of time to dedicate to validation and testing. However, this is the most important part of the of the implementation. So we offer a validation and testing package. What we do is we say, hey. Let us do the validation and testing for you. With this package, we create validation and testing scripts. We run the scripts with our own internal testers, and we provide you with the results of those tests. We show you pass, fail. Right? And if items pass or or if items fail, we go we work with you to determine why they failed, how we can fix them, and then we go and fix them and run through another validation until everything passes. Again, we do provide you with all of that, documentation as far as the validation and testing. And then at that point, we do ask that you run through a validation on your own just to confirm that everything, that we've gone through matches, you know, your system's needs and your organization's needs. And, again, just wanna mention, for these three packages, they are stand alone packages. They don't necessarily have to happen during implementation. Right? These are things that we can work with you on outside of implementation once you're live and you're making additional changes or doing things like that to your system. And for a lot of the people that are on the call today, I know that, you're already live with your system. But these are some just some good options to consider if you were to move forward with additional Imbursed products. Alright. So now we're gonna move into a product called Imbursedopt. Now the 3 the 3 products that I talked about previously are what we consider stand alone products. Right? You can buy one of them as an add on to your implementation or post implementation. You can buy all 3 of them, separately, or you can pay for Imbursed adopt. Imbursed adopt is essentially a combination of the 3 items that I just discussed. With Imbursed adopt, the idea here is we're moving now out of implementation into the adoption phase, and the adoption phase is extremely important. No matter how good of a system you've created and worked with our implementation team to put together, it's not worth anything if you can't get your team to adopt it. Right? And that's really the whole point of our Imbursed adopt offering. With this offering, we offer change management. Typically, it's 90 day it's a 90 day offering. And during those 90 days, we go through best practice guidance on change management. We go through specifically administrator training for your organization to make sure that any administrators or any management level people understand how to utilize the system. We provide user feedback in analytics support. Right? So within the application, we do solicit feedback from your users. We gather that feedback, and then we work with you to share that feedback with you so that you and us together, can can figure out, you know, what we need to tweak and what we need to modify. And then as part of this, there's also the system stabilization. Right? As you all know, when you roll out software, no matter how good of a job you did putting the software together and trying to capture every use case, as you roll it out to to users, you'll find that there are some things that need to be tweaked and modified. That's what we call system stabilization, and that's what this Imbursed adopt package is meant to encompass as well. Here's some information on, users that have utilized the Imbursed adopt program. You know, overall feedback has been very positive on this, offering. Like I said, you know, getting users to adopt is extremely important. And so us offering this and helping, your team be better suited and equipped to roll this out, has been extremely helpful to some of the some of the, organizations that have utilized this. And then our next offering is Imbursed adopt for analytics. So everything that I just talked about with Imbursed adopt applies to the actual system. Right? Whether it's ImbursedChromever or Imbursed certify or, you know, any of the Imbursed products. However, with Imbursed adopt for analytics, we're targeting specifically analytics. Right? So, again, the idea is the same. We're gonna help you with the change management. We're gonna help you with administrator training. We're gonna help you level up your efficiency and data insights, and we're gonna help you with platform stabilization. However, with adopt for analytics, this is all specific to analytics. Right? So we wanna make sure that you understand fully how to utilize all of the functionality within our analytics, within our analytics module. What we'll do here is we'll help you create dashboards. We'll show you how to write reports. We'll show you how to pull the right data out of the analytics module to help you make decisions for your organization. Alright. And now I'll hand it over to Kelly, to talk a little bit about system reviews and some of our, solution administrator options. Awesome. Thank you, Carlos. So now I wanna talk to you about some offerings that, most often are happening post go live, so once you're up and running on our system. The first one is a newer offering at Imbursed System Review, and it's really designed for customers who have been live with our system for a period of time, and they're looking to optimize their setup. I like to compare it to a home inspection for your system. So it's an opportunity to identify areas of, you know, maybe performance that can be fine tuned, new features that you wanna take advantage of and haven't, or perhaps workflows that could be made more efficient. So we do have 3 options as it relates to our system reviews. Not gonna go through each option because, you know, I I really think option 2 has been the most popular since launching this service, and, that's the one that I'd like to spotlight. So it includes everything from option 1, understanding what features and system functionality maybe you aren't taking part in, but it also dives deeper into your, configuration and rules review. So we're gonna evaluate things like your, optimization of your workflow, your tile, or your mosaic usage and statistics, an analysis of what screens are used, what forms are used most, and take away from this recommendations on ways to improve and, enhance the way that your system is already built. Next, let's talk a little bit about imburse solution advisor or ESA. So ESA is a comprehensive service designed to help our administrators optimize their use of imburse solutions. The ESA service provides access to experienced consultants who are familiar with your business needs, guiding you to get the most out of your systems. So it's not just about, as Carlos said at the beginning, it's not just about implementing that solution, but partnering with someone to help you maximize your value, supporting your business growth, and helping to consult with you as your needs are changing. In this service, it really falls into 4 key buckets, which you can see on the screen. So training and ongoing guidance, system changes, integrations and data syncs, and any add on setup assistance of different features and functionality. So our goal is really to provide you with expertise and tools needed to stabilize systems, maximize your investment, and drive your organization's success. Here are some common use cases for ESA. Some of these may, you know, kind of ring home for you. We've got, you know, tackling a wish list. I think if anybody here owns a home or, you know, any type of tasks and to do, there's always things that as you, are in a system or, you know, your house, you're you've always got a list of things that you wanna work on or that you wanna improve, changes, maintenance, any upcoming major projects. Maybe something like an ERP conversion or, you know, maybe you're doing a GL overhaul, things of that nature. Staff turnover, that's probably another common use case we see with ESA where the key administrator has departed the business and now you're kind of wanting to ramp up your new administrator to understanding how the system is set up, that is a great partnership with our ESA. And then there are some customers that just prefer that additional intimate relationship of working with a team of experts who know them, a consultant who knows them, and just helps them to be successful. So real quick, I think there is a poll out there that Lauren has shared. I'm really just curious which of these use cases are really relevant for you today if there's one that rings home. You know, we think this is what makes sense in our, team, but, you know, just like to kinda see what what you all have feedback wise. So that should be up, Lauren, for a few moments. Correct correct? Yes. And we can see the poll going on. Let me share it so it shows up on the screen and we can see just the poll as it goes on. I'll leave it up for another 10 seconds or so. Yeah. Great. I love this feedback. If you haven't yet taken the poll, it's really good for us to just kinda see what rings home for you. You know, I know what we hear with our customers as it relates to the ESA service, but this is, you know, beneficial. And I'm gonna keep talking if we if we we have more things to cover. So I am going to, hop over and talk about another service that is very close to inside Inburst solution administrator, but it's our Inburst Insight Advisor. So this is really leveling up your use of the data that we collect in the system. You know, through our service, we really commit to understanding your business challenges and providing expert data, guidance. So giving you actionable insights. What does it mean if this compliance rule is triggered multiple times? What does it mean if my approvals are taking 5 business days or 15 business days? Right? What does that mean, and how do I fix it? Right? Data is only as good as the the story and the information that sits behind it. And so our insight advisor partners with you to do things like teach you. Right? So we'll do training. We will do learnings of 1 on 1 with experts, building custom reports, dashboards, things of that nature. So, the Insight Advisor service is really beneficial to those that want to take advantage of our analytics tool. This is just an example of some of the dashboards that we can build with you and for you to help you be, more in the know about what's happening within your system. I'm going to briefly touch on 1. Inverse Assistant Pro is another, service offering, and what I wanna call out is that our Inverse Assistant Pro is actually one of the only services that tailors to the end user. So we provide in app real time messaging to live agents who are well versed in your organization's policies and systems, which allows us the ability to address any questions that arise while they are working on their expense reports or trying to upload receipts into the system. So we offer instant messaging, which people, you know, I personally, when I go to reach out to a system provider for anything, I am going to the chat feature if it exists first. It's kinda just the nature of that instant response. Cobrowsing where we can, you know, directly navigate with them if they're having trouble, and then audio chat where they're, you know, if there's more complex situations, we can do kind of a voice chat. So like I said, one of the few end user support services we offer, whereas the ones I've previously discussed are really guided and tailored more for the administrators of our Imbursed solutions. And so we really think that this allows you to have kind of that full circle support of end users and administrators by considering, leveraging something like Imbursed Assistant Pro. Here's some of the, you know, who's going to gain the most out of these types of services for Assistant Pro. You know, Carlos talks a lot a lot about the change management, the rollout, and the adoption. So really great for that. Maybe you have an intermittent user base. We see this a lot in higher education where you have a one time traveler a year, and they need just that help once a year because they don't remember from 2023 how to enter their expense report. And some other, you know, reeducation of users. And maybe it simply comes down to budget constraints where you lack the ability for somebody to, be dedicated to your end users and supporting them. So we would love to help you, be successful in that way. So in summary, you can see that, you know, our services really are designed to partner with you across your entire journey as a customer here at Imbursed, understanding that at different points of your journey, you have different needs from support and consultation. And so through these services that we've designed, we feel that it really helps our customers to be successful and maximize their system in the best way possible. We'd like to wrap up with a poll today though, and kind of see, you know, we've talked a little bit to you about the various, services that we offer. Carlos talked about some of the implementation services, and I've talked about some of the services post go live. You know, which of the service is most exciting to you or of interest that maybe you didn't know we had it here at Inverse? And what what gets you excited to maybe bring forward into your organization to help you be successful? So we'll give a few moments on that. Let's see what we've got in change management, end user training. Okay. Those are kinda leading the way. That's exciting. Validation testing. Yes. Really good. Still leading the way on our end user training, it seems. Wonderful. Okay. Well, we are open to any questions. Lauren, I don't know if you wanna take us home. We've got time a little bit of time for q and a, I think, and we wanted to wrap up potentially with a survey question. Yes. We can wrap up right now. We did have a couple of questions that came in during the course of this webinar. First off, I believe this one, it will be for Carlos. Can end user training be applied in a situation where we're adding in a new company, but we've been with Imbursed for a long time? Yeah. Absolutely. I think, end user training is applicable at any point, specifically when, you know, like you said, adding a new company, but also when you have a new administrator. Right? That's another opportunity where we see that we can utilize that service. Great. And then, this is for both of you. Can you give some recent examples from current customers like me that successfully are using these services, or is there one example that really sticks out in your brain? I can talk a little bit to the ESA side. You know, we ask our customers twice a year who use ESA. We ask them 3 survey questions. So those of you who maybe have just answered that, we do look at those results, and they are really important to us in our business. But we asked them out of 5, right, 1 through 5, how valuable is the ESA service to your business? And it sits, I think our most recent is, like a 4.7 or a 4.8 out of 5 where customers just indicate that having a service like that is incredibly valuable to them being successful, and getting the the little to do list, if you will, or larger initiatives done with somebody holding their hand and guiding them through that. So, we definitely see a lot of success in that service. Yes. So, just because we have very little time left, don't forget to check out our document section. They have a whole bunch of case studies in there. They'll give even more examples from customers like you that can, really help guide that. In addition, I launched the survey. If you would take a second, we really want to better understand what your needs are and what other service offerings that you can potentially oh, no. That we can launch off that we can offer for, you and your team. If you have any additional questions or would like to speak with someone from sales or follow-up questions for Kelly and Carlos, you can also request a follow-up at that top right button over there, and we will get back to you within a couple hours. Thanks, everyone. We hope you found us Bye bye. Bye.