Account Management

From before the start of the project, through to the implementation itself and beyond, Oxinet will provide you with a named account manager.

This person will already be well aware of your needs and practices and will quickly become acquainted with your own operations. They will represent you within Oxinet and ensure that they respond to your needs within reasonable timescales. Your account manager will liaise with the HelpDesk support staff and the development team.

They will contact you at agreed times to discuss your experiences and any new requirements you may have. The information below describes a typical contact schedule. However, please note that should you wish to raise a concern or discuss a new project or feature, you are welcome to contact your account manager at any time during office hours or via email.

You’ll be provided with direct contact details for your account manager including their email and office extension. For all other service-related queries, please contact the Helpdesk.

Weekly

  • Telephone call.

  • During transition periods, such as new implementations, your account manager will contact you weekly to “check-in.”

  • This ensures that you are kept aware of developments and are given the opportunity to feedback to Oxinet regularly during periods of change.

Monthly

  • Usually a telephone call or face-to-face meeting in the second week of the month.
  • Post-implementation and ahead of new releases, your account manager will arrange a monthly meeting with your designated main point of contact, e.g. lead placement manager or admin staff.

  • This provides an opportunity to discuss the details of new releases (if relevant), your ongoing experience of your system and/or any enquiries you wish to raise. Please refer to the HelpDesk for technical or process queries first.

Annually

  • A face-to-face meeting at your site on the contract anniversary.

  • Once a year your account manager will arrange an annual service review between Oxinet senior management and your senior decision makers, e.g. Dean of Faculty, senior IT Managers, etc.

  • This meeting is to discuss any contractual matters, such as subscription renewals, any new projects/features you wish to raise and to gain your feedback in a structured way.