Boston Private’s policyIQ Administrator spills the secrets to their success

As the policyIQ team, we have the opportunity to work with a wide variety of clients on a slew of different types of implementations. We enjoy helping each of you achieve success with policyIQ at your organization. We also enjoy the relationships we build with our clients.

Boston-Private-logo.aOne of our long time clients, Boston Private Wealth Management Group has been utilizing policyIQ since 2004 and recently converted to Version 6. Boston Private utilizes policyIQ for their SOX, Risk Management, and Internal Audit needs and has almost 200 users accessing over 11,000 pages. Boston Private has many affiliates that access the system from over a dozen different US locations.

Eric Maroyan is the SOX Manager and policyIQ lead at Boston Private and recently shared the secrets to his policyIQ success. Eric has his MBA and is a CPA. Eric’s background includes leading two implementations and is familiar with the potential pains of software conversions.

Here are some tips from Eric:

As the policyIQ lead, make yourself available and visible
Boston Private has posted emails and phone numbers of policyIQ contact persons at the company on the policyIQ logon screen encouraging everyone that has a question to call these designated Officers for assistance. This was still true, even with the new version. Eric thinks it calmed down everyone throughout the process of learning a new version, knowing they could contact the policyIQ lead Officers at the company anytime with a question. Eric made a point of creating a training plan that was based on type of user and department to ease the users in the learning curve of the new system. He also attended every training session, even though they were conducted by a member of the policyIQ team. This reminded everyone that Eric is a policyIQ contact and can be reached out for assistance for work related to policyIQ.

Hit the policyIQ wall? Call Support right away
As Eric learned the new version of policyIQ he occasionally “hit the wall” and each time he would phone technical support for assistance in the moment that he was struggling. “I really appreciate the support from both John and Brian.” They would walk him thorough the system until Eric understood how to answer his question. “You have to get into the system and try things until you hit that wall. Then get technical support to help you to figure out how to get where you want to get.” Don’t hesitate to call the support line (866-877-1231), that’s what it is there for!

Designate a policyIQ person at each location
Another recommendation from Eric is to have a designated policyIQ contact at each location. Eric is certainly the main contact throughout Boston Private, but if he has a question about a certain location, he has someone to go to. This gives him eyes and ears at every location to check in and see how people are responding to policyIQ.

Conversion recommendations
“Make sure that when you convert – any system – that you have the full support of Management.” Don’t let them ignore the system just because it looks complicated. Management back-up ensures that everyone takes the time to attend training and give the new system the attention it deserves.

Also, remember to regularly perform database maintenance. Ensure that your conversion is more than “junk in, junk out”. The more time you spend before conversion the smoother the whole conversion will go.

Finally, don’t panic and follow the plan. The Boston Private training schedule was developed and communicated long before conversion to ensure that everyone had ample opportunities to be trained. Also the training was planned for soon after the upgrade so that people were learning the new system soon after it was available.

This entry was posted in Customer Success by Stacey Zearott. Bookmark the permalink.

About Stacey Zearott

Stacey is the Client Success Manager for policyIQ. She has a very strong background in sales and operations with over 20 years in the communications sales industry. Not only does she bring this knowledge and background to the team, but a love of theatre, fun hair and just the need for a daily dose of laughter.

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