Success & Support Services

Implementation & Onboarding

eLumen’s implementation has always been highly consultative. We pride ourselves on matching you with experts in both higher education and the eLumen product suite. You will be assigned an implementation specialist who will get to know you and your institution. Through your implementation process, you will receive the guidance necessary to optimize the eLumen software system to reach your goals. Additionally, our implementation team improves your time to value through the use of two tools: 

1. Our project management tool built specifically for onboarding. This will provide a clear pathway through implementation, as well as the individual tasks to be completed, a consistent status dashboard for administrators, and notifications as well as important information for staff and faculty to stay apprised of project progression.

2. Our engaging learning management system for housing on-demand training courses to provide immediately accessible and organized information for system administrators and coordinators. These on-demand training courses support you in two ways, both through initial onboarding and for retraining and onboarding new system administrators.

Support & Technical Services

This team will work thoroughly to troubleshoot your issues, provide guidance on how you use eLumen, and keep your institution informed of the status of your support desk requests. This dedicated team can then take these issues and identify areas for automation and improvement. The support team interfaces with your Customer Success Manager regularly, and keeps them informed of issues and needs.

Customer Success Management

With the implementation and support teams holding down the fort, our Customer Success Managers can reach high and think deeply while they focus solely on supporting your strategic success. This new Customer Success strategy will include purpose-driven strategic conversations that bring your stakeholders and leaders together to set goals for your institution and leverage eLumen software in your success. Customer Success Managers will provide regular updates on key metrics around the institution’s use of eLumen and actions that will help the institution meet their goals.

Professional Training & Data Services

What about those times when you just need something more than what is described above? This is where our Professional Services team can step in to support your unique needs. From campus-wide training engagements to individual consultation and everything in-between, our Professional Services team is ready to support your purpose-driven success initiatives to the fullest.

Learn more about our new Data Dashboard service here. 

Online Knowledge Base & Courses

eLumen has a knowledge base full of helpful product and process guides. This helpful information is accessible to all users through your eLumen instance. We also have online courses you can participate in and helpful videos so your community can maximize their skills.