IRIS Open Books

IRIS Open Books

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I am an IRIS user. IRIS are promoting IRIS Open Books. This is their bookkeeping software designed for small businesses to do their own bookkeeping. The underlying software is actually Free Agent and in fact Free Agent and IRIS seem to be quite open about this.

If I provide a client of mine with IRIS Open Books, does that client get the same access to Free Agent support as if they had subscribed to Free Agent directly?

I ask as getting a client of mine to use IRIS OB would be a big step for me. I don't really want to be the first port of call every time there is a support issue.

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By mhtax
03rd Oct 2013 20:42

Best of all worlds

I have clients using openbooks. I do like to know if they are having problems, but there is a specialist support team at Iris and contacting Freeagent throughh the online support gets good quality support from all of them

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Teignmouth
By Paul Scholes
04th Oct 2013 13:06

Always refer mine to the Knowledge Base

Hi RL - rather than re-invent the wheel, Iris (rightly) thought it sensible, to partner with an existing provider and so invested money in FA and and, for me it's worked really well.

Although I have had lots of direct contact with FA over the years any support queries for OBs should initially go via Iris OBs support.  If it's slow though or I feel they have not answered it completely then I do go direct to FA.

As with mhtax I actually want clients to bother me in the early days as I need them to get to know the software as soon as possible (because I recommended it) but it has been rare for this to go on for more than a couple of months, it really is dependent on the client using it regularly and so I always keep an eye on the dashboard & books to make sure the client doesn't leave it weeks at a time.

Unless there is a technical issue (eg TB out by 20p) practically everything you & the client need to know is on FAs excellent Knowledge Base and so, whenever I respond to queries, I always give them a link to the article on the KB and they soon get used to clicking on the support site link on their OBs screen.

For development issues surrounding improvements, suggestions etc then the Community site is good, plus if you join and answer user queries, there's the possibility of new work.

 

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