Training, Consultancy or Support? Which one do I require?

Training 

Whether you are new to CCH or an existing customer, training is a great way to learn about a specific area of your CCH software. A training session will be arranged for you by your scheduler or project manager. Our consultants frequently review and update the training session agendas so that you, as a customer, get the most out of your time with them. The content is pre-planned with the objective to teach you best practise. The aim of a training session is to cover the course contents and achieve the stated learning objective with some time allocated to Q&A. If for some reason content isn’t covered in the allocated time then we may need to arrange another chargeable session.  

In order to get the most from your training session we recommend you visit the below Userdocs pages: 

• To read important delegate information and pre-requisites for our online training courses please visit this page. 
• To read important delegate information and pre-requisites for our onsite training courses please visit this page.    

Consultancy 

Make the most of your software, from implementation to optimal usage with bespoke consultancy. A consultancy session(s) is delivered to an agenda, however, it is more about using a consultative approach to establish needs and to provide best practise recommendations based on those needs. 

Our consultancy services will provide you with: 

• product consultancy on a specified Wolters Kluwer product
• dedicated time with an experienced consultant
• reduce wasted time with best practice tips and short cuts
• detailed look at your processes and how you use the software
• recommendations on improvements and efficiencies. 

Support 

Help can come in many forms from Wolters Kluwer and it's worth considering what is going to be the most effective for you. It can be tempting to send an email to a consultant who has carried out previous training for you. However, while they will always help when they can, they are likely to be busy with customer training sessions so you may experience a delay in getting a response. We recommend considering one of the options below instead.  

Your Project Manager 

If you have been assigned a project manager for your implementation then they will be able to help you as a first port of call. They will be able to either answer your question themselves or seek the advice of the relevant person and come back to you. As part of their project management processes they may add the query to your shared action log if relevant so that progress can be reviewed each week.  

Your Account Manager 

Your account manager is ideally placed to help you with any questions you might have around the commercial aspects of your order such as the purchase of more sessions or licenses, for example. If you have a technical question or issue then we advise that you visit the Support Portal and either find the answer within the Userdocs section or raise a support ticket.  

The Support Portal  

A vital resource that can offer a wealth of knowledge and support in lots of different formats such as: 

• Userdocs – articles and how to guides that cover all of our products. We recommend using the search bar to type in your query to find relevant articles   
• Groups – join groups relevant to you to sign up for email notifications, you can also interact with members of the community and ask questions  
• eLearning – we have a vast amount of courses for you to sign up to. Each video covers a specific topic and is only a few minutes long so you can complete them at a pace to suit you  
• Virtual Assistant is a brilliant chatbot that can help you quickly, just start typing you question or area of interest in the search box and it will search the entire Support Portal for recommended answers. It can also raise a support case for you if needed 
• Raising a support case – if you are unable to find an answer using the above methods or you are experiencing an issue while using our software you may wish to raise a support ticket. The more information you provide will help route your question to the relevant member of our team.