The Brainier Customer Journey

A look at the average Brainier customer’s experience from the kick-off call to the launch date and beyond.

HOW BRAINIER HANDLES SUPPORT

Implementation

From the kick-off call to the launch date, a dedicated Brainier Implementation Manager will be your direct contact for all questions great and small.

There’s a lot to do before Launch Day.

That’s why Brainier takes the time to fully prepare system admins to be Superadmins of the LMS.

Brainier understands that there is no single best way to learn. That’s why we offer system admin training in a variety of formats. Learners can choose the time, format, and pace in which they are most comfortable. For some, it may be 1-on-1 training sessions with their implementation specialist. We also offer group training, ongoing webinars where we drill down on specific topics, which are also made available anytime on the Brainier Experience site.

Ongoing Customer Support

Customer support in the SaaS industry isn’t always known for its promptness. With an industry average of 16 hours for a first response, it’s easy to see why customers can grow frustrated.

Brainier works hard to provide solutions quickly to customer support requests and reduce any disruption to the learning process. When support issues arise, customers can reach out to Brainier Customer Support via phone or email. The Minnesota-based department of trained and experienced support reps maintain an average first response time of under 3.5 hours and can solve an average of 92% of support issues.

For complex issues where an intricate knowledge of the account structure may be required, an implementation specialist is always available to step in and answer questions. Though, a first response may not be as swift as they continue to assist other new customers and may be on calls.