Personalized support

Even the best software is useless if it takes six months to implement, the team doesn’t understand it, or support doesn’t respond for three days. Many companies have had bad experiences with software implementations: they take too long, are too complicated, and offer too little support after go-live.

At SIMPL, it’s different. We personally support every customer—from the initial consultation through configuration to ongoing operations. And if a new requirement arises after six months, you won’t be speaking to a call center on the other end, but to the same contact person who handled your onboarding.

The onboarding process follows a clear workflow—flexible enough to adapt to your situation, structured enough to ensure nothing is overlooked.

Step 1: Kick-off and Requirements Together, we’ll determine which processes you want to digitize first, what data needs to be imported, and whether an ERP integration is needed right away or can be added later. No 80-page requirements document—just a focused discussion that lays the groundwork.

Step 2: Configuration and Data Import SIMPL is configured for your processes: ticketing categories, forms, checklists, user roles, locations. Your existing data—machines, customers, orders—is imported via Excel or an ERP interface. No manual data entry.

Step 3: Training Your team learns SIMPL in hands-on workshops—not in theoretical presentations. We demonstrate the features using your real data and processes so the team immediately understands how SIMPL works in their day-to-day operations. Separate training sessions for office staff, technicians, and administrators ensure that everyone learns exactly what they need.

Step 4: Go-Live and Support We don’t leave you on your own after go-live. In the first few weeks, your Customer Success Manager will be right by your side—for questions, adjustments, and feedback. Regular check-ins ensure that you’re leveraging the platform’s full potential.

Every SIMPL customer is assigned a dedicated Customer Success Manager. This isn’t just a title—it’s a promise: a person who knows your processes, understands your challenges, and is directly available to answer your questions.

Personal instead of anonymous Your Customer Success Manager knows your setup, your industry, and your goals. When you call, you don’t have to explain who you are or what you’re using—they already know.

Proactive instead of reactive Regular check-ins after go-live—not just when you report a problem. Your contact person actively checks to see if you’re using all the features that are relevant to you and offers tips for optimization.

Co-Development Feature requests don’t end up in an anonymous queue. At SIMPL, customer requirements flow directly into product development. VHV Anlagenbau and thyssenkrupp have helped shape features that are now available to all customers.

When a problem arises, speed is key. SIMPL Support is based in Germany, speaks both German and English, and has in-depth knowledge of the platform gained from its development.

Chat, email, and phone: three channels—whichever works best for you. A quick question? Chat. A complex issue? Phone. A screenshot with a description of the error? Email. No mandatory channels, no waiting on hold.

Help Center and Knowledge Base For those who prefer to search on their own: In the Help Center, you’ll find guides, best practices, and answers to frequently asked questions—available anytime, without having to wait for a response.

Fast response times We track our response times—and work every day to make them even faster. The team handling your support is the same team that develops the platform. No forwarding to an offshore team, no tickets disappearing into a queue.

Most SIMPL customers are up and running within four to eight weeks. With a simple setup—without ERP integration—it can be done much faster. In complex environments with SAP integration and multiple locations, it takes a little longer, but the timeline remains manageable.

Factors affecting the duration:

Simple setup → a few weeks Import data via Excel, train the team, get started. No ERP integration required. This is the path many customers choose—and integration comes later, once the processes are established.

Medium complexity → four to eight weeks: Data import, process configuration, training of multiple teams, initial ERP connection. This is the typical process for medium-sized companies.

Enterprise setup → eight to twelve weeks: Multiple locations, SAP integration, complex role concepts, multiple training sessions. Here, too, the effort remains manageable—because SIMPL doesn’t require a months-long customization phase.