Karbon Onboarding, Training & Support

We asked Andi Anchetta, VP Customer Success, Karbon, about their onboarding, training & support

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"We can personalise any service to suit the unique needs of any accounting firm, to ensure Karbon adoption is a success. We have a team of very experienced experts, averaging more than 15 years of experience in the accounting industry.

One of our unique, but extremely popular, services that we provide include process optimisation, where we help to map and define a firm’s common processes, optimise them and build them out into Karbon templates. We also have a vast library of region-specific best-practice templates, which are available for any firm to have uploaded directly into their Karbon account.

At Karbon, we know that implementing any new system will bring challenges for an accounting firm. So, we take great pride and care in our onboarding, training and support and do everything we can to ensure a new customer can introduce Karbon quickly and painlessly. Our Services & Training department has a world-class Net Promoter Score of 68, which is a testament to this."

Setup & Migration

Do you provide setup or migration services (excluding training)?

Yes, we provide a range of onboarding and data migration services to help new accounting firms get set up on Karbon quickly and painlessly. These range from free, self-serve options, to a premium white-glove service where our expert team takes care of all migration, error resolution, process building, and setup.

What do you setup?

Our setup services cover complete data migration of clients, practice settings, process templates and work items, as well as an assisted practice setup and process building to optimise Karbon for a new practice. When combined with our customer training, this gives a new team of users everything they need to quickly become Karbon power users and start seeing value.

Do you provide templates in Excel ?

Yes, we have several different Excel templates that outline all information that can be imported into Karbon from different systems, which a customer can populate and upload themselves.

What systems do you offer migrations from?

We can provide data migrations from all major systems used by accounting firms in the UK and globally. These include:

CCH iFirm, Sage, Xero/XPM, QBO, QuickBooks Desktop, OfficeTools, Senta, Accountancy Manager, Monday.com and Asana.

Is there a setup/migration cost?

We offer a free service that allows firms to serve themselves, and also premium paid services where our team of experts review all data, resolve errors, and optimize Karbon to suit the unique attributes of an accounting firm.

For those who prefer to pick and choose, we have a full selection of individual services available at https://karbonhq.com/services/

Staff Training

Do you provide staff training? (provide details if applicable)

Yes, we have a dedicated onboarding and customer success team that ensures any practice can transition to Karbon in the shortest possible time. Our full set of training options include one-on-one training, live team sessions, advanced training, ongoing quarterly sessions, and role-based concept training outlining advanced concepts for specialists including Sales, Onboarding, Managers, Administrators and Partners.

How many sessions?

The number of sessions depends on the type of training, but usually ranges between 1-3 sessions.

How long are the sessions?

Typically 30-60 minutes.

Are they online or in person?

The vast majority of our training is run live and online, however we do provide in-person training on-request.

How many staff can attend?

There is no limit for our group training sessions, however some sessions (eg. ‘train the trainer’) are best suited to one person. For large firm team trainings, we recommend breaking up into smaller groups (ideally less <15 per session).

Is there a cost involved?

We have free training available, such as our “Getting Started & Onboarding” sessions available to all new customers, as well as personalized training packages, which have a cost involved.

Do you have UK trainers / UK training hours?

We don’t have UK trainers, but do provide training during UK-friendly hours.

Ongoing Support

Are all support channels available on all plans?

Yes. Email support is available on all plans, and in-app chat is included with our most common plans. Our in-app chat is available 24/7 and has an average response time of less than 20 minutes.

Do you get an account manager and what is their role?

Firms who purchase our Full-Service Onboarding Package or Enterprise Platform Implementation Plan are all assigned a dedicated account manager. Our Account Managers are available to provide on-demand answers, extra training and ongoing support.

What is a Pending Approval App?

A pending approval app is an app that we have listed in our directory which has not yet gone through our approval process. Our approval process includes:
  • Obtaining and reviewing product information from the app
  • Reviewing case studies with UK-based accountants/bookkeepers, or UK based businesses to ensure that they:
    1) Cover the minimum detail we would expect;
    2) Are verified as accurate
Once an app has been approved further listing information will become available, as well as knowledge base articles relating to the app.
Our professional members can still submit support requests relating to apps that are listed as pending approval.

App Advisory Plus Member Offers

Members on our Essentials and Professional plans get access to a range of great offers from some of the best apps on the market.

ApprovalMax – Sign up for ApprovalMax Partner Programme and receive a free ApprovalMax Partner Edition

Capitalise – 50% off your first month’s subscription when you subscribe through App Advisory Plus

Chaser – Get setup support for your first two clients, including onboarding, training, and assistance

CitrusHR – Get a free CitrusHR license for your practice for 1 year and 10% off for your clients

Fathom – Get a 30 day extended free trial (usually 14 days)

Float – Get 20% off subscription fees for one year

Pleo – Get an extended two month trial for you practice and reduced pricing for your clients

Satago – Get 50% off your Satago subscription for the first 3 months

Scoro – Get 25% off Scoro’s Pro and Custom onboarding plans

Silverfin – Get your setup and configuration fee waived

Tripcatcher – Get your free trial extended to 2 months

Zahara – Get a free 10 user account and 15% off all subscriptions

Zahara Onboarding, Training & Support

We asked Martin Pierce, CEO of Zahara, about their onboarding, training & support for clients

Image result for martin pierce zahara

Setup & Migration

Do you provide setup or migration services (excluding training)?

Yes. We “on-board customers” and charge accordingly for this.

What do you setup?

Users, permissions, business structure, workflows, suppliers, coding – basically everything that’s required to use Zahara. We call it “turn-key”.

Do you provide templates in Excel ?

Yes. We have a staging spreadsheet so the customer knows the kind of information we need. Obviously with Xero/QuickBooks Online we sync some of the data – like suppliers and coding, but getting the structure right is the most important thing. Then worflows work as required.

What systems do you offer migrations from?

Most users are coming to us fresh, i.e. they were using paper before. Some have come to us from Concur and Approval Max so will know the kind of information we need.

 

Staff Training

Do you provide staff training? (provide details if applicable)

Yes. Zahara is very easy so needs a few remote sessions. If we are deploying SmartInvoice or ABBYY FlexiCapture then several remote sessions or on-site days are required.

How many sessions?

Usually agreed up front, depending on the size of the deployment and sophistication.

How long are the sessions?

Usually 40 minutes max – we don’t wish to overly burden in one go.

Are they online or in person?

Usually online, can be onsite if as stated above complex software is being deployed – ABBYY FlexiCapture needs nurture training as so large.

How many staff can attend?

We prefer to train the trainer and let them train end users.

Is there a cost involved?

All training is chargeable as Zahara can be self-service with over 110 articles in the knowledge base.

 

Ongoing Support

Are all support channels available on all plans?

Lite should be self-service, but in reality all users of Zahara can place support tickets.

Do you get an account manager and what is their role?

For the unlimited edition – £5000+ per year then yes, you get an account manager.