Welcome to the Pathwave Setup and Success Guide! We are thrilled to have you on board and are excited to partner with you on this journey.
Our Customer Success team is a dedicated group of telecom professionals who will work closely with you to ensure a seamless and successful implementation of Pathwave.
Whether you are starting with a trial or have signed a service agreement to become a partner, this guide will provide you with the essential steps to get started and maximize the benefits of Pathwave.
Needs Assessment & Project Planning
- Objective: Identify desired outcomes and goals for implementing Pathwave.
- Activities: Initial meetings with partners, understanding their needs, and setting clear objectives.
- Deliverables: Project plan, timeline, and key milestones.
New partners can schedule a meeting at their convenience to discuss their needs and goals. Please use this link to book a meeting with your dedicated Customer Success Manager.
Kick-Off Meeting
- Objective: Officially start the project with all stakeholders.
- Activities: Kick-off meeting, align on objectives and timelines.
- Deliverables: Kick-off meeting notes, action items.
Partners should schedule a kick-off meeting to officially start the project. Please use this link to book a meeting with your dedicated Customer Success & Support team.
Portal Configuration
- Objective: Set up the partner's portal based on gathered feedback.
- Activities: Configuring the portal to align with partner needs.
- Deliverables: Configured portal, initial setup documentation.
Project Customization
- Objective: Customize the portal to meet specific partner requirements.
- Activities: Meetings with key players, customization of forms, workflows, and other elements.
- Deliverables: Customized portal elements, updated documentation.
Portal and Field Training
- Objective: Train both back-office and field personnel on how to use Pathwave.
- Activities: Conducting training sessions for back-office personnel on the portal and hands-on training sessions for field personnel on the application.
- Deliverables: Trained back-office staff and field personnel, training materials.
Partners can schedule portal onboarding for back-office personnel and field training sessions for field personnel. Please use the links below to book these training sessions with your dedicated Customer Success Manager.
Partner Testing
- Objective: Ensure the portal and application function correctly with a small group of users.
- Activities: Conducting tests, gathering feedback, and making necessary adjustments.
- Deliverables: Tested and validated portal
Deployment & Go Live
- Objective: Roll out Pathwave to all team members.
- Activities: Full deployment of the portal and application, final checks.
- Deliverables: Live portal, deployment documentation.
Post-Go-Live Support: After Pathwave is live, our Customer Support team provides immediate and focused assistance.
We quickly resolve any technical issues, offer guidance on optimizing Pathwave features, and address any questions to ensure your team operates efficiently and confidently.
- Create a Support Ticket: support@pathwave.com
- Contact Support: 218-353-1910
- Support Hours: Mon-Fri, 8am - 6pm EST
Evaluation & Feedback
We continuously gather feedback and assess the implementation to ensure Pathwave meets your needs. Regular feedback sessions help us understand your experiences, identify areas for improvement, and make necessary adjustments.
Partnering with your Customer Success team ensures you have dedicated support for all your needs throughout all stages of implementation. Our goal is to enhance Pathwave based on your input and real-world usage.
- Feedback Sessions: Schedule Here
- Customer Success Contact: Allison Aten