Customer Self-Service Center Migration Guide

Transcription

1 Custmer Self-Service Center Migratin Guide These instructins intrduce yu t the new Custmer Prtal, which is replacing the lder Custmer Self-Service Center, and guides yu thrugh the migratin. Dn t wrry: it s nt difficult and can take less than an hur f time. The mst imprtant thing is t make the transitin as smth as pssible fr yur custmers. IMPORTANT: Please carefully read this entire dcument befre starting (yes, we knw, everyne hates reading instructins). Cntact us if yu have questins. Abut the new Custmer Prtal The new Custmer Prtal is clean and attractive mdern and easy t use with clear frm labels and simple navigatin. It s a 100% mbile-friendly registratin system fr yur custmers. They ll truly be able t register frm a smartphne as easily as frm a desktp cmputer r tablet. The registratin prcess is nw a step-by-step wizard. Things t cnsider befre migrating If yu are nt prepared t make the change immediately, it's kay! The current Custmer Self- Service Center will cntinue t wrk and be supprted at least thrugh the end f Althugh we recmmend upgrading as sn as pssible fr the best experience. Annunce the change! The custmer interface is cmpletely changing, s this may be a surprise t yur custmers a gd surprise, but a change they need t be made aware f. Prir t cmpleting yur migratin, we recmmend yu yur active custmers t let them knw that a new mbile versin f the Custmer Prtal will be available sn. Mst peple shuld have n difficulty adapting t the new interface since it is s intuitive. Remember, this is a huge step frward in usability, s yu can use this as a marketing pprtunity t tell custmers yu have invested in a greatly imprved Custmer Prtal t make registratin and management easier. T help yu with this, see the sample belw fr yur custmers. The new Prtal wrks with mst f yur ld Custmer Self-Service Center settings, with a few exceptins, s migrating t the Custmer Prtal befre an enrllment r registratin perid shuld nt cause yu any difficulty.

2 Migrating t the Custmer Prtal a step-by-step checklist Fllw this checklist t migrate t the new prtal: 1. Prvide ClassJuggler with a high-reslutin versin f yur cmpany lg in JPG, PNG, r PSD (Phtshp) frmat. The new Custmer Prtal adapts t larger screens and high-reslutin screens (retina displays). Bigger file size is better. A lg f at least 1000-pixel width is best s it can scale t any size, frm desktp dwn t tablet. If yu d nt have a high-reslutin lg, send us what yu have s we can add this t yur new Prtal. 2. Test the new Custmer Prtal thrughly befre launching t yur custmers s yu are familiar with the new system. Instructins fr testing are belw. 3. Decide n a date t migrate frm yur existing Custmer Self-Service Center t the new Custmer Prtal fr all yur custmers. 4. Switch t the new Prtal: Send an t yur active custmers letting them knw that a greatly imprved Custmer Prtal is launching sn. We recmmend sending this at least ne day in advance f switching ver. Migrate yur Custmer Self-Service Center settings t the new Custmer Prtal (detailed instructins belw). Temprarily "turn OFF" the prtal. Update yur Web site links and buttns with the new URL (web address) fr yur Custmer Prtal (see instructins belw). Test all f the links n yur Web site t make sure they g t the new Custmer Prtal and nt the ld Custmer Self-Service Center it will be a new web address. Test the prtal ne mre time t make sure yur welcme message and ther features are wrking as yu expect. If everything lks gd, "turn ON" the prtal s custmers can register and access their accunts again 5. Pat yurself n the back. Yu've finished yur migratin t the new Custmer Prtal!

3 Testing the New Custmer Prtal Befre making any changes t the setup, yu can test the new custmer prtal by ging directly t the new URL (web address). The address will lk like this: The nly part f the URL that has changed frm the ld link is the part in red abve. The "XXXX" in green abve is the unique cde that identifies yur business. Yu can get this address by ging t yur new Custmer Prtal Manager screen frm yur ClassJuggler administratin interface and clicking n the link t view yur cde. Make sure t nt click "Save" anywhere n this screen yet. Get cmfrtable with the new prtal. Register yurself as a pretend new custmer and explre the new interface. Nte: Yu will nt see yur lg n the sign-in r registratin screens in mst cases, unless yu already prvided a new high-reslutin versin t us. Yur current welcme screen text may als nt appear crrectly, but yu can ignre that fr nw. Sample Fr the New Custmer Prtal Belw is a sample yu can custmize and send ut t yur custmers. We've put alternate ptins fr sme sentences in blue brackets "[ ]" t prvide yu suggestins. Yu can use yur Custmer Mass tl in ClassJuggler t send this ut! Dear [Custmers, Parents] We are excited t annunce ur new Custmer Prtal that will be launching [sn, tmrrw, n mm/dd/yyyy]. We've been listening t yur feedback and nw have a 100% mbile-friendly registratin and accunt management system that is much easier t use n any device. Whether yu're n yur desktp, tablet, r smartphne, the new Prtal wrks n all screen sizes, s it s just as easy t use n a phne as it is n yur cmputer. N mre pinching and zming n yur phne t navigate frms! If yu are a new [parent, custmer] registering fr the first time, r a returning [parent, custmer], yu'll find the new mbile interface simple and clean and very easy t use. T access ur new Custmer Prtal just visit ur website [after the Custmer Prtal launch; after mm/dd/yyyy] at [yur website address here] and click n the [register buttn, registratin menu, etc...]. If yu have any questins, please let us knw. And as always thanks yu fr yur business! Sincerely, The staff at [cmpany name] [yu supprt phne number] [yur supprt ]

4 Migrating Custmer Self-Service settings t the new Custmer Prtal Yu'll find the new Custmer Prtal Manager n the Tls menu in ClassJuggler just abve the ld setup screen fr the Self-Service Manager. While the cnfiguratin screen has changed, it has mainly been streamlined and simplified. There are nly a few changes in the actual settings n the new Custmer Prtal Manager screen yu need t be aware f. All ther settings shuld transfer ver withut any mdificatins. We'll describe first what has changed, and then we'll tell yu what yu need t d t migrate yur accunt. 1. What has Changed: 1. Cmpany Lg There is nw nly a single cmpany lg. This will appear n bth the registratin and sign-in screens in the new prtal. A high-reslutin lg wrks best fr the new prtal. 2. Online Help We ve added a new help screen "Custmer Prtal Manager" with illustrated instructins fr the new Prtal Manager. We recmmend using this if yu have questins. 3. Scial Media Links There is a new tab called "Scial Media Links" where yu can add yur scial sites t the Custmer Prtal. If yu d nt have a particular scial site, leave that entry blank.

5 4. Welcme Page Text The editr fr the welcme text has been simplified and n lnger includes tls fr images, tables, and ther special features. Remving thse features was necessary fr the Custmer Prtal t remain respnsive (adapt its lk fr smaller screens like smartphnes). 5. Family: Custmer Infrmatin Renamed frm the ld "My Infrmatin Page" tab. 6. Family: Student Infrmatin Renamed frm the ld "My Students Page" tab. The "Student medical fields" n/ff ptin has been remved. This setting has been remved since it made little sense t prevent a custmer frm prviding imprtant allergy and medical infrmatin abut a student. 7. Billing Renamed frm the ld "My Accunt Page" tab. The "Allw viewing vided transactins" ptin has been remved, as it was nt needed by any f ur custmers. 2. What yu Need t d t Migrate Yur Settings: Perfrm these simple steps t migrate yur settings after yu have annunced the change t yur custmers: 1. G t the new Tls > Custmer Prtal Manager screen 2. Turn "Off" access t the Custmer Prtal s custmers cannt use it while yu are migrating. 3. Review and update all f yur settings n the Custmer Prtal Manager screen. 4. Add yur scial links t the "Scial Medial Links" tab. 5. Update yur text n the "Welcme Page Text" tab (see belw fr details n these). 6. Test the new Custmer Prtal again t make sure everything is wrking and lks gd. 7. Turn "On" access t the new Custmer Prtal when yu are finished. Scial Media Links Set up any f the links yu have t scial media sites like Facebk, Instagram, and YuTube. These will appear under yur Welcme screen text. Welcme Page Text Since the frmatting tls and rules fr acceptable frmatting have changed, we recmmend starting with fresh welcme page text. Images and tables d nt scale well n mbile devices, s these ptins had t be remved frm the editr and template. First, cpy yur ld welcme page text t a Wrd dcument r text dcument fr backup s yu have a reference. Then, delete the text in the Custmer Prtal Manager editr and click save. This will relad the editr with the pre-defined "Welcme Text" template. Using the pre-defined welcme text template, make changes t say what yu want t say t yur custmers. Use the FORMAT drpdwn tl fr ding headings fr example, the main "Welcme t the Custmer Prtal" heading. Avid veruse f clrs and ther elements t keep yur welcme page clean and in-line with the new streamlined lk.