The platform provides comprehensive change management support through well-defined yet flexible adoption plans, clear communication strategies, customized launch schedules, audience alignment guidance, creative assets for internal communications, and structured rollout frameworks.

Compass provides comprehensive training resources that include role-specific training (for admins, end users, and champions), documentation (user guides, admin manuals, how-to videos, and FAQs), launch materials (communication templates, launch campaign kits, and engagement calendars), and self-service resources (online help center, video tutorials, and interactive training modules).

The launch support process includes:

• Pre-launch phase: Program design finalization, configuration testing, communication strategy development, stakeholder alignment, and training schedule setup.
• Launch phase: Phased or full rollout support, hypercare period (30-45 days), intensive support coverage, real-time issue resolution, and daily monitoring.
• Post-launch support: Program adoption tracking, usage analytics review, performance monitoring, feedback collection, and optimization recommendations.
• Ongoing assistance: Regular check-ins, program health monitoring, success metrics tracking, continuous improvement support, and best practice updates.

24/5 support is delivered through multiple channels, such as a live customer support team, chatbot assistance, email support, built-in ticketing system, self-service online help center, mobile app support, real-time issue tracking, and immediate response for critical issues.

The built-in ticketing system provides case creation and tracking within the platform, email-based ticket submission, full SLA transparency, real-time status updates, admin oversight of all cases, issue resolution tracking, performance metrics, response time monitoring, and comprehensive case history.

Support SLA management includes continuous monitoring of open issues, transparent resolution timelines, regular SLA compliance reporting, priority-based response times, escalation procedures, performance tracking, and continuous improvement processes. Our support services are designed to provide comprehensive assistance while maintaining transparency and accountability through robust tracking and reporting mechanisms.

Program effectiveness is tracked by the CSM through platform utilization analytics, customer sentiment measurements, engagement tracking, dashboards and real-time usage statistics, adoption rate monitoring, and ROI measurements.

Ongoing optimization includes regular reviews with the CSM, data-driven adjustment recommendations, program evolution guidance, future needs assessment, performance optimization, user feedback integration, continuous improvement suggestions, trend analysis and updates, walkthrough of new features, and best practice implementation.

Sustained program adoption is achieved through regular program health checks, continuous stakeholder engagement, periodic training refreshers, usage analytics monitoring, targeted communication campaigns, success story sharing, champion support, adoption barrier identification and removal, and regular program updates and enhancements.