customer success services
Supporting
your long-term
success
Onboarding
Get off to a great start.
"Borealis is a great platform. It’s one of the easiest and most user-friendly platforms we’ve used. We got great training from Borealis and it went quickly, with no issues. Users love it and change management was seamless."
— Hamish Manzi, Head of Environment & Sustainability at Adani Australia
"In addition to the fact that every day when we work in Borealis, we discover tricks and good ways of doing things, we have a coach. Every time we meet with Innocent for upgrades we discover new and better ways of using it."
"Borealis is much more feature rich than other platforms, but the graphics and interface are really user friendly. It’s powerful, but not intimidating. The customer service and training are excellent. If you have a question, you can always get ahold of someone."
— Community liaison manager for Major Transportation project
"What helped was the direct contact Borealis established with our entire team to understand our organizational processes and objectives and how Borealis could integrate with our existing systems and security standards."
— Montserrat Palomar, Sustainability Manager, Enel Green Power Mexico
"I’m very satisfied with the prompt service we receive from Borealis. I have never seen service like that from a supplier, and we’re grateful. It’s clear they really do care."
— Craig Ryder, Senior Security Specialist, Cybersecurity Architecture, Governance & Risk, Hydro One
"The support that we receive from Borealis has been extraordinary! We can see that you truly want your product to be useful for organizations that use it, and your attitude and approach made you stand out far above the competition. Our Customer Success Advisor brings a new perspective to challenges we face and always provides constructive comments. If we get stuck, the Customer Success team is very helpful – we actually look forward to talking to them! Not only do they quickly resolve any issues we raise, but they also help us understand how we can do things better next time. From now on, we will use Borealis as a benchmark when evaluating new service providers."
— Tammy Myers, GIS Analyst, A&A Trading
"For someone who has never have worked with a system like this before, it's user friendly. And helpdesk instructions are easy to follow. I think it's a great tool."
"Borealis is a great platform. It’s one of the easiest and most user-friendly platforms we’ve used. We got great training from Borealis and it went quickly, with no issues. Users love it and change management was seamless."
— Associate, Transmission Public Affairs
"This was the best go-live experienced."
— Project Leader (IT), Large Canadian Utility
"This was the most successful software implementation in Trans Mountain’s history. Borealis worked with us to address our needs as a partner while keeping costs manageable, with no scope creep. We’ve already seen a return on our investment thanks to improvements in our processes, use of resources, and increased efficiency."
– Gary Gee, Management Consultant, Beniva Group
Onboarding
Get off to a great start.
Our experts have on-boarded hundreds of teams over the last 20 years. We’ll ensure your transition to Borealis software is smooth and successful.
"Borealis is very supportive for implementation and growth. It’s not like other vendors who implement the system and then say ‘good luck.’The Borealis team makes adjustments to the system based on our feedback."
"In addition to the fact that every day when we work in Borealis, we discover tricks and good ways of doing things, we have a coach. Every time we meet with Innocent for upgrades we discover new and better ways of using it."
"Borealis is much more feature rich than other platforms, but the graphics and interface are really user friendly. It’s powerful, but not intimidating. The customer service and training are excellent. If you have a question, you can always get ahold of someone."
"What helped was the direct contact Borealis established with our entire team to understand our organizational processes and objectives and how Borealis could integrate with our existing systems and security standards."
"I’m very satisfied with the prompt service we receive from Borealis. I have never seen service like that from a supplier, and we’re grateful. It’s clear they really do care."
"The support that we receive from Borealis has been extraordinary! We can see that you truly want your product to be useful for organizations that use it, and your attitude and approach made you stand out far above the competition. Our Customer Success Advisor brings a new perspective to challenges we face and always provides constructive comments. If we get stuck, the Customer Success team is very helpful – we actually look forward to talking to them! Not only do they quickly resolve any issues we raise, but they also help us understand how we can do things better next time. From now on, we will use Borealis as a benchmark when evaluating new service providers."
"For someone who has never have worked with a system like this before, it's user friendly. And helpdesk instructions are easy to follow. I think it's a great tool."
"Borealis is a great platform. It’s one of the easiest and most user-friendly platforms we’ve used. We got great training from Borealis and it went quickly, with no issues. Users love it and change management was seamless."
— Associate, Transmission Public Affairs
How it works
System Configuration
We take the time to understand your users, business challenges and objectives to optimize system adoption. We review your requirements, expectations, and existing processes. We then configure fields, processes, workflows, and dashboards in Borealis so that they work for you.
This step ensures you can:
Collect high-quality data and better leverage historical information to generate meaningful output
Modify workflows and user access as your programs evolve to optimize processes and data security
Set KPIs and measure performance of all stakeholder engagement activities at the corporate and program levels
Data Import
We ensure your team works with quality data in Borealis from day-one. We help you gather and structure all data and then import it for you. Next, we review the imported data with you to verify that it’s clean and complete.
This step lets you:
Save time by letting us handle the bulk of the data importing process
Verify data quality and avoid the risk of “garbage-in/garbage out”
Start using the system more quickly and efficiently to score early gains
User Training
Even non-tech-savvy users will find Borealis intuitive and easy to use. The system will even look so powerful to you that you may appreciate guidance to navigate smartly into it. Our user training (in English, Spanish or French) will ensure all users are equipped and eager to make full use of Borealis.
This step will:
Maximize software adoption with training that’s fully tailored to your needs
Identify one or more super users for hyper-intensive training so that they can provide ongoing in-house support to other users
Step 1
System Configuration
We take the time to understand your users, business challenges and objectives to optimize system adoption. We review your requirements, expectations, and existing processes. We then configure fields, processes, workflows, and dashboards in Borealis so that they work for you.
This step ensures you can:
Collect high-quality data and better leverage historical information to generate meaningful output
Modify workflows and user access as your programs evolve to optimize processes and data security
Set KPIs and measure performance of all stakeholder engagement activities at the corporate and program levels
Step 2
Data Import
We ensure your team works with quality data in Borealis from day-one. We help you gather and structure all data and then import it for you. Next, we review the imported data with you to verify that it’s clean and complete.
This step lets you:
Save time by letting us handle the bulk of the data importing process
Verify data quality and avoid the risk of “garbage-in/garbage out”
Start using the system more quickly and efficiently to score early gains
Step 3
User Training
Even non-tech-savvy users will find Borealis intuitive and easy to use. The system will even look so powerful to you that you may appreciate guidance to navigate smartly into it. Our user training (in English, Spanish or French) will ensure all users are equipped and eager to make full use of Borealis.
This step will:
Maximize software adoption with training that’s fully tailored to your needs
Familiarize users with all features of the Borealis desktop and mobile app while addressing their questions and feedback
Identify one or more super users for hyper-intensive training so that they can provide ongoing in-house support to other users
Worried about change management?
Post Go-Live Hypercare
Strategic services
- Fast-track user adoption
- Maximize usage
- Boost team efficiency
Data Quality
Strategic Service
Configuration
Upgrade
We care about your long term-success
Your customer success partner will reach out regularly to ensure Borealis is keeping pace with your needs over time. If needed, he or she can recommend refresher training, suggest other modules to support other areas of corporate social responsibility, present you with new functionalities we keep adding to the system and share expert tips to improve results. You will also receive from us:
- Quarterly announcements to present the latest improvements to Borealis software.
- Monthly newsletters providing you with time-saving tips and sharing best practices in stakeholder engagement.
Help is available, anytime, anywhere
Online documentation center for 24/7 access to answers
Online/phone helpdesk with experts in stakeholder engagement
+1 819-575-6037
Canada + US
+1 855-238-8966
Oceania
+61 730 538 536
helpdesk@boreal-is.com
Assistance available in English, French and Spanish
24/7 system monitoring by dedicated technical support team
Video Tutorials
Consult available on-demand videos
Consult hereOur Customer Success team
We are proud to say that Borealis builds long term relationships with its clients. That’s because our customer success team goes well beyond change management support.
Your customer success advisor will become a valuable extension of your team, supporting your efforts for continuous improvement. Our advisors are more than just experts in Borealis software; they understand the challenges of building trusted relationships with stakeholders and securing social acceptance for projects.
Peter Ackah
Business Analyst
George Micheal Agojo
Project Manager
Alexandra Carhuaricra
Software Specialist
Liane Drolet
Customer Success Lead
Lejla Elezovic
Renewal & Customer Support Coordinator
Paulo Gumiero
Business Analyst
Emma Kable
Customer Success Lead
Nadine Lessard
Customer Success Director
Joshua Martone
Training Specialist, Customer success
Jérôme Montigny
Business Analyst
Diana Muñoz
Account Manager
Mauricio Ortiz
Business Analyst
Anthonie-Maude Perron
Account Manager
Andry Randriamanantenasoa
Software specialist
Innocent D. Wabo
Project Manager
Kathleen Barr
Account Manager
Natasha Sahi
Account Manager
Paula Cuadros
Account Manager
Fernando Aroche
Account Manager