Customer Support

Overview

Set up the system on your own, following our detailed video guide. We will send you a step-by-step daily email with video tutorials on how to configure OfficeRnD. Once you аre ready, we will put you in contact with an onboarding specialist for up to 2 hours of Q&A sessions, where you can ask questions and verify your setup.

Overview

Take advantage of this 6-hour dedicated onboarding process during which our team helps you set OfficeRnD up following best practices. We will start with a short kick-off session to discuss your current processes, timelines, integrations and outline a step-by-step plan to ensure the smooth adoption of the system on your end. Our Onboarding Specialists will make the most effective use of your time together working to empower you to take full advantage of the system capabilities on your own.

What’s Included:

• Together we will outline an onboarding plan with action items and milestones.
• We will regularly review the progress of the setup and guide you to the next steps.
• Together we will create strategies for addressing complex use cases.
• We will guide you over email and screen-sharing calls.
• We will extensively review the final setup of the system and be available to immediately jump on a call on the go-live date.
• We will help you set up and run your first bill run. We will also help you automate all the others.
• 2 training modules.

Overview

This onboarding package is best for multi-location teams with complicated workflows. We will start with a short kick-off session to discuss your current processes, timelines, integrations and outline a step-by-step plan to ensure the smooth adoption of the system on your end. Our Onboarding Specialists will make the most effective use of your time together working to empower you to take full advantage of the system capabilities and reporting tools on your own.

What’s Included:

• Together we will outline an onboarding plan with action items and milestones.
• We will regularly review the progress of the setup and guide you to the next steps.
• Together we will create strategies for addressing complex use cases.
• We will guide you over email and screen-sharing calls.
• We will extensively review the final setup of the system and be available to immediately jump on a call on the go-live date.
• We will help you set up and run your first bill run. We will also help you automate all the others.
• 4 training modules

Overview

Get familiar with the essentials in the Basic Support Package.

What’s Included:

• Email & Chat Support – Our support team is available to customers via chat and email at support@officernd.com Monday-Friday from 7:00AM to 5:00PM UTC.
• Monthly Training Webinars – Joins us monthly for a short and focused webinar on the features of OfficeRnD where our team discusses how to best take advantage of different parts of the system and addresses commonly asked questions.
• Onboarding – Basic onboarding
• Initial Response Time – Normal severity (24h), Restricted Operation (24h) and Critical (4h)

Overview

Get familiar with the essentials in the Standard Support Package.

What’s Included:

• Email & Chat Support – Our support team is available to customers via chat and email at support@officernd.com Monday-Friday from 7:00AM to 5:00PM UTC.
• Monthly Training Webinars – Joins us monthly for a short and focused webinar on the features of OfficeRnD where our team discusses how to best take advantage of different parts of the system and addresses commonly asked questions.
• Dedicated Q&A Support Sessions (1 hour / month) – Get direct access to one of our lead support specialists and book up to 4 hours of screen-sharing calls per month.
• Onboarding – Basic Onboarding
• Initial Response Time – Normal severity (24h), Restricted Operation (16h) and Critical (4h)

Overview

Get familiar with the essentials in the Premium Support Package.

What’s Included:

• Email & Chat Support – Our support team is available to customers via chat and email at support@officernd.com Monday-Friday from 7:00AM to 5:00PM UTC.
• Monthly Training Webinars – Joins us monthly for a short and focused webinar on the features of OfficeRnD where our team discusses how to best take advantage of different parts of the system and addresses commonly asked questions.
• Dedicated Q&A Support Sessions (4 hours / month) – Get direct access to one of our lead support specialists and book up to 4 hours of screen-sharing calls per month.
• Onboarding – Basic Onboarding
• Initial Response Time – Normal severity (24h), Restricted Operation (8h) and Critical (1h)

Overview

Get direct access to one of our lead support specialists and book up to 4 hours of screen-sharing calls per month with them.

What’s Included:

• You get direct access to a lead support specialist.
• We will prioritize your support requests.
• Together we will discuss strategies for addressing custom use cases.
• Together we will discuss your feature requests.
• Together we will troubleshoot any issues.
• We will show you the latest new features in the system.

Overview

We will cover the basic CRM functionalities OfficeRnD supports. We will show you how to create, update and delete companies, members and opportunities. We will show you how to create custom properties to better describe them. We’ll demonstrate how to create memberships for members, change their status and invite them on the members portal.

Learn How To:

• Add a company.
• Add a company member.
• Add an individual member.
• Assign a membership to a member.
• Invoice memberships in 3,6 or 12-month periods.
• Add a one-off fee to a member’s profile.
• Invite a member to the members portal.
• Invite multiple members to the members portal.
• Change the email of a member.
• Pause a membership.
• Mark companies and members as former and what that means for their access to the portal.
• Manually add day passes.
• Add custom properties to a company/member.
• Extend the information captured for opportunities.

Overview

We will cover all billing options available in OfficeRnD. We will show you how to create tax rates and revenue accounts, how will they be applied on invoices and what discounting options the system provides. We will demonstrate how to create invoices and manually run the bill run. We will also together review the billing settings in the system and automate the billing operations.

Learn How To:

• Configure your tax rates and revenue accounts.
• Add discounts and apply those to memberships.
• Review the billing settings and automate billing operations.
• Raise an invoice
• Raise multiple invoices with a manual BillRun.
• Understand invoice statuses.
• Edit an invoice.
• Charge invoices.
• Record a refund on invoices.
• Create an invoice for a period of longer than 1 month.
• Review outstanding not-invoiced fees and memberships.

Overview

We will show you how to create meeting rooms and configure their pricing options, booking and cancellation policies. We will cover how to create booking credits – hourly and value-based. We will demonstrate how to make a booking and how to review its corresponding fee.

Learn How To:

• Understand resource rates and how to add one.
• Add a meeting room and set its privacy.
• Configure booking and cancellation policies.
• Add a booking.
• Update and cancel a booking.
• Add extras as purchasable options available with a meeting room booking.
• Manually add booking credits to members.
• Invoice bookings.
• Review bookings and take advantage of the Bookings Report.
• Change the business hours of the space.
• Change the visibility of the bookings on the members portal.

Overview

We will go over what a contract is, what are its building blocks, and what types of contracts OfficeRnD provides. We will show you how to create contracts, how to sign and how-to terminate them. We will also discuss the lifecycle of each contract.

Learn How To:

• Use contracts and what they are for.
• Create a Membership Agreement, a License Agreement or a Lease Agreement.
• Add a contract.
• Generate a contract PDF document.
• Sign a contract.
• Differentiate memberships attached to a contract.
• Different stages of a contract and how to terminate it.
• Configure and implement a contract approval process.

Overview

We will show you the default resource types available in OfficeRnD. We will cover how they can be edited and when should you create custom resource types. We will demonstrate how to assign memberships on the floorplan and how to accommodate floorplan changes.

Learn How To:

• Understand the default resource types and how to track their occupancy and utilization.
• Create private offices and desks.
• Assign resources to members.
• Assign memberships on the floorplan.
• Relocate a membership.
• Upgrade or downgrade a membership on the floorplan.
• Change a meeting room to an office and vice versa.
• Replace a dedicated desk with a hotdesk and vice versa.
• Create custom resource types.

Overview

We will cover how to collaborate with members via the members portal and the mobile app. We will show you how to create posts and events. We will demonstrate how to upload information about benefits and different how-to guides on the members portal. We will also go through integrations that power up collaboration with members.

Learn How To:

• Take a short overview of the members portal and the different type of users and their permissions.
• Add posts.
• Add events.
• Add benefits.
• Add How-To Guides.
• Find where members can add issues and where you can review them.
• Set up integration with Slack and its benefits.
• Connect OfficeRnD with Eventbrite using Zapier.

Overview

We will cover the billing reports available in the system. We will show you how to use each one and dive deeper into the data it exposes.

Learn How To:

• Find the billing charts available on the OfficeRnD Dashboard
• Use the Revenue Dashboard
• Use the Memberships Dashboard
• Use the Projected Revenue Report
• Use the Invoiced Revenue Report
• Export invoices.
• Customize the invoices export.
• Use the Memberships Report.
• Use the Members Report.

Overview

We will cover the occupancy and utilization reports available in the system. We will show you how to use each one and dive deeper into the data it exposes.

Learn How To:

• Use the Occupancy Dashboards.
• Use the Occupancy Report for private offices and dedicated desks.
• Use the Occupancy Interval report.
• Use the Resource Utilization report.