Cross-Train Staff before you have an Emergency
SUMMARY
PRODUCT: Collection-Master
SCENARIO: Bookkeeper Left with All the Knowledge
SOLUTION: Staff Training
LESSON: Cross-Train Staff to Avoid Emergencies & Lost Revenue
SCENARIO
Sometimes there’s a single person in a firm who knows the collections software. This person may suddenly leave the firm or even die unexpectedly. It’s happened.
The firm may contact Vertican in a panic because they have to do X by a deadline, and they have no idea what to do. They don’t have staff who can help.
Other firms, however, assume they can “figure it out” on their own without any help. We don’t hear from these firms until they’re in a world of woe after realizing they not only lost critical firm knowledge, they also lost a lot of time.
You can experience an immediate crisis or a slowly developing crisis. Or you can prepare!
SOLUTION
A small, long-time client in Florida lost their bookkeeper when she retired. Instead of wasting time, the firm immediately purchased training to help the staff member get up to speed in her new role.
During just one hour of training, Paul Perez, Client Success Team Lead – Collection-Master/vMedia, gave the client an overview of program features and how they could benefit the firm.
He also answered questions about software processes and features that no one else in the office could answer since it was knowledge that only the former bookkeeper had and there was no documentation.
LESSON
Ideally, your firm will proactively cross-train your staff with at least one backup. Don’t wait until knowledge walks out the door and you have to start from scratch!
You can also use training to cover knowledge gaps that would make your operations more profitable. Staff may be doing tasks manually because they simply don’t know another way.
How much can training save your firm in avoiding down time, playing around with the system, and making mistakes that then need fixing?
About Vertican Training & Consulting
Vertican Professional Services covers both web-based Training and web-based Consulting.
- Training covers standard use of the software according to a pre-determined agenda.
- Training and consulting hours are good for 180 days from purchase and come with a recording your firm can keep.
- Consulting covers firm-specific topics, including your data and your workflow.
- An example of combining the two: use Consulting to automate your workflow and Training for staff to manage the automation.