Onboarding

Your introduction to Sage Intacct at Datel 

What to expect from us and how to make the most of your relationship with the Sage Intacct team supporting your success with Datel. 

DTLP-105 Microsite Illustration - Product Header-1

Welcome to Customer Success

As a Sage Intacct customer with Datel you will work with a customer success manager from day one and throughout your partnership with Datel. Your customer success manager is here to ensure that you realise the value you set out to achieve from your investment in Sage Intacct, now and in the future. 

As a fully accredited Sage Intacct consultant and an individual within Datel who understands your business and technology strategies, they are well placed to help, support and advise you on the best way forward with Sage Intacct. 

The team supporting you

Toby Andrews, Customer Success Manager

Planning for Success meeting

Before implementing Sage Intacct, your customer success manager will invite you to a "Planning for Success" meeting - an essential step for ensuring Sage Intacct drives strategic business success.

To get the most out of the process:

  • Involve both IT and business stakeholders to discuss project objectives, desired business outcomes, and specific challenges you want Sage Intacct to address.

  • Include senior leaders like your CFO or COO to discuss business direction and technology strategies over the next 2-3 years.

  • Define clear objectives and desired outcomes (e.g., faster reconciliations, improved approval processes, and better visibility) to maximise Sage Intacct's impact on daily operations and business growth.

Preparing for project kick off 

In the days following your selection of Sage Intacct, there are a few things to consider:

Build the project team from your side:

Develop buy-in from the key decision makers who will make the project a success. That includes executive sponsors, users, IT people and anyone else likely to be impacted, whether positively or negatively.

Consider your go-live date:


What are the constraints we’re working to, and what issues should we be aware of?

Understand potential project risks:

These often include resource availability, competing objectives, data availability, key events and holidays. Identifying them ahead of the project can minimise their impact.

Implementation roadmap 

Your Sage Intacct implementation follows our unique five-stage process so you are set up for lasting success. You’ll work closely with a customer engagement manager and our accredited Sage Intacct consultants throughout the project until you are up and running on the solution. 

01

Stage: Define

Summary: We organise several in-depth requirements capture and project scoping sessions to define your challenges, solution requirements, and business objectives. Key users complete introductory training courses.

Key milestones:

  • Requirements capture
  • Project scoping
  • Solution definition
  • Sage University training

02

Stage: Build

Summary: Solution configuration using static and sample transactional data. Once complete, your Datel Sage Intacct consultant runs through the initial build.

Key milestones:

  • Configuration
  • Prepare UAT scripts
  • Data extraction loading
  • Solution walkthrough

03

Stage: Model

Summary: Testing and business-specific training. This allows key users to familiarise themselves with the software and confirm it meets expectations.

Key milestones:

  • Business-specific training
  • User acceptance testing
  • Ready for Go Live walkthrough

04

Stage: Deploy

Summary: Data collection and reconciliation ready for go-live. We outline the next steps and show you how to access our award-winning customer support team.

Key milestones:

  • Go-live data capture and reconciliation
  • Solution rollout
  • End-user training

05

Stage: Support

Summary: Your dedicated customer success manager gets in touch to smooth out any initial wrinkles and discuss how they’ll work with you to ensure continued success.

Key milestones:

  • Initial, post go-live support
  • Regroup with your customer success manager

Once you are live on Sage Intacct 

System go live is a major milestone in your Sage Intacct journey but not the end of the road with Datel. This is the point that your customer success manager will be invested in you and your investment in Sage Intacct. They’ll be on hand to review and reflect on what’s been achieved against your objectives, help you plan future project phases and help you to consider future strategic priorities. They’ll also keep you up to speed with new releases, functionality and add-ons available to enhance your Sage solution from Datel. 

We do this through: 

Regular check-ins  

Business review meetings 

Events and seminars 

datel_Sage Intacct-REFINED_AW
Jodie using a headset

Ongoing support

Once live, our dedicated support team of accredited Sage Intacct consultants is available to assist with platform queries, user errors, and Datel-supported add-ons. They follow our Support Handbook, ensuring a consistent level of service.

This team collaborates closely with your customer success manager and implementation consultants to provide advice tailored to your solution and business needs and is completely focused on delivering support for our customers.

Product help and training resources 

Our accredited consultants and product specialists have built a comprehensive library of help and training resources to support your users. Continuously updated and based on common queries, it’s available for new users, infrequent tasks, or specific guidance, with suggestions for new content always welcome.

See all product help articles
Royal Life Saving Society banner with three people wearing lifejackets

“Often the reality in a software project is under delivery in the transformation phase after what’s been promised at sale. Throughout the whole cycle of our experience with Datel - from initial engagement, onboarding, the consultancy during the delivery phase, and through to the end game of BAU - it’s without a doubt the best service I've ever seen end to end.”

Tony Weston, IT Consultant at The Royal Life Saving Society

Get in touch

If you’d like to speak with one of the Sage Intacct experts supporting you as a Datel customer, get in touch and one of the team will come back to you. 

Speak to us