PropertyBoss is committed to helping clients get the most value from their software. Client Care Support and training are both available to help you succeed, but they serve different purposes. Understanding the type of assistance you need can help connect you with the right resource.


TABLE OF CONTENTS

What Is Client Care Support?

Client Care Support focuses on software-related issues, troubleshooting, and unexpected system behavior. Support is generally appropriate when something is not working as expected or when you need help understanding how a specific PropertyBoss feature or setting functions.


Examples of support requests include:

  • Receiving an error message
  • PropertyBoss will not launch
  • Login or access problems
  • A screen, report, or feature is not functioning correctly
  • Unexpected system behavior
  • Portal access problems
  • Troubleshooting a supported integration or add on service
  • Questions about how a specific feature or setting functions


Real-life examples include:

  • "I receive an error message when posting a payment."
  • "My tenant portal is not loading."
  • "PropertyBoss closes when I run a report."
  • "A user can no longer log in."

These types of requests are appropriate for Client Care Support.


What Is Training?

Training focuses on teaching users how to use PropertyBoss, develop workflows, implement best practices, and make effective use of available features.


Training is generally appropriate when the software is working correctly, but you need guidance on how to use it to accomplish a task or support your business processes.


Examples of training requests include:

  • Learning how to perform a task in PropertyBoss
  • Workflow recommendations
  • Best practice discussions
  • New user onboarding
  • Process improvement discussions
  • Report selection or interpretation
  • Feature adoption assistance
  • Custom setup recommendations


Real-life examples include:

  • "Which report should I use to manage delinquencies?"
  • "What is the best way to track prospects?"
  • "How should our office process work orders?"
  • "Can someone show us how to set up online applications?"

These requests are generally considered training rather than Client Care Support.


Free Training Resources

Many common questions about using PropertyBoss can be answered through the training and self-service resources available in the PropertyBoss Resource Portal. Available resources include:

  • Knowledge Base articles
  • Instructional videos
  • Training courses
  • User guides
  • Webinar recordings
  • Frequently Asked Questions
  • Monthly, live webinars

We recommend reviewing these resources when you need instructions on how to perform a task or want to learn more about a PropertyBoss feature.


Customized Training

Some organizations need assistance tailored to their staff, workflows, or business processes. Customized training may be beneficial when:

  • Onboarding new team members
  • Training multiple employees
  • Implementing new PropertyBoss features
  • Reviewing current workflows
  • Improving efficiency
  • Preparing for organizational growth

Customized training provides an opportunity to focus on your organization's specific environment and business requirements.


How Do I Know Which One I Need?

Consider what you are trying to accomplish.


Client Care Support may be appropriate if:

  • Something appears to be broken
  • You are receiving an error
  • Something that previously worked has stopped working
  • The system is behaving unexpectedly
  • You need clarification about how a specific feature or setting functions


Training or self-service resources may be appropriate if:

  • You need to learn how to perform a task
  • You are looking for workflow recommendations
  • You want guidance on best practices
  • You are onboarding or training users
  • You want to improve an existing process
  • You need broader education about using PropertyBoss


A useful distinction is whether you need help understanding what a PropertyBoss feature does or broader guidance about how your organization should use PropertyBoss to accomplish a process or workflow.


Key Takeaway

If PropertyBoss is not functioning as expected, Client Care Support is generally the appropriate place to start. If the software is functioning correctly and you need help learning how to use it, selecting a workflow, or developing your team's knowledge, training or the educational resources available through the PropertyBoss Resource Portal may be the better fit.