Prior to a system go-live, Charles River maps out a strategy for seamlessly transitioning each client from oversight by the implementation team to receiving ongoing support from Client Services. Members from each team share information about the client's business, implementation, architecture, configurations and parameter settings, areas of interest, key contacts, and outstanding questions.

Like the implementation team, each member of Client Services has successfully completed the Charles River Certified Professional Program.

Charles River's Technical Support professionals have deep functional, technical, and securities industry experience and provide timely and accurate resolution of customer service requests. Charles River offers 24 X 7 support and designed its support levels to meet the needs and budget requirements of its customers; for example, Charles River can dispatch a 24 X 7 on-site technical engineer who is dedicated to providing technical solutions.

Relationship Management

Post-implementation, Charles River assigns a Relationship Manager to ensure long-term client satisfaction and continued system optimization. The Relationship Manager's first mission is to coordinate the transition from implementation by introducing the technical support group, describing the services provided, and answering any client questions. Ongoing, the Relationship Manager is the client's liaison; addressing questions and concerns beyond the scope of technical support, keeping clients informed and involved, and soliciting regular feedback.

The Relationship Management team, in conjunction with Product Management, sponsors and coordinates multiple client groups that serve as forums for customers to exchange ideas and feedback with Charles River and with each other. Several Client Advisory Committees (CAC), defined by interest area, meet semi-annually to discuss and share industry perspectives and offer input on Charles River product and services plans. Charles River also sponsors a monthly Client Update Conference Call to keep clients informed of product and service initiatives. A portion of each call is dedicated to Q&A. In addition, clients use it as a forum to discuss common experiences and best practices.