Our multi-channeled support system
We believe that customer support and training is key to the success of our products. Our aim is to develop software that you will actually use.
Our training, support and troubleshooting is easily accessible and completely interactive. Utilizing the latest in screen sharing technology, our experienced support team can attend to any software related queries or issues you may have without the need for you to leave your desk.
See below the extensive training and support options made available to AdviceOS users –
Dedicated help deskMidwinter has a dedicated help desk, which may be contacted on 1300 882 938 for any queries in relation to the use and operation of our software.
Midwinter’s Help Desk is available Monday to Friday from 8:30am – 6:00pm AEST.
All of our support staff are technical analysts or ex financial planners, are fully conversant in the use of Midwinter’s software and experts on the strategies used in all of our modules.
You can also contact Midwinter via email -firstname.lastname@example.org .
Training and user manualsMidwinter provides comprehensive training manuals for all product subscribers.
These manuals have various screen shots of different segments within the software and clearly explain the functionality of each product through a step-by-step approach.
To obtain one or more of our training manuals, please call 1300 882 938 and speak with an experienced member of our training and support team.
As part of our state-of-the-art training and support system, Midwinter has developed a suite of tutorial playbacks for our users. There are over 30 tutorials currently available on various sections of our software.
The playbacks allow users to listen and watch trained experts using Midwinter’s software at their own convenience. They also allows users to access training on specific areas, as required.
Click here to access our video tutorials.
MidwinterAssist - screen sharing technologyMidwinterAssist is Midwinter’s online remote training and support tool. MidwinterAssist allows our training and support staff to instantly understand any particular issue or query faced by financial planner users, by logging onto their screen online.
Through the use of this screen-sharing technology, our team member's can view a user’s screen without the need for the user to describe the issue, resolve it on their own or even leave their desk.
This technology dramatically reduces the time required to train a user how to carry out a particular task or to resolve user queries. Being able to control the user’s screen from our help desk means the user can watch how an issue is rectified or a task is carried out.
MidwinterAssist does not require the user to preload any software application on their computer and is accessed via broadband internet.
Click here to access MidwinterAssist.
Live daily webinars
Midwinter’s training and support staff provide users with access to daily webinars which are designed to guide users through different aspects of Midwinter’s software offerings.br>
Sessions are fully interactive and users are able to ask questions and hear questions and comments from other participants.br> Our daily webinars are completely free and are made available to both AdviceOS users and trial subscribers.
Click here to register for one of our training webinars.
In house - face to faceFor larger practices and institutions Midwinter’s State Managers, Business Development Managers and technical services staff are available for in-house user training and demonstrations.
This allows for members of our team to train multiple users in AdviceOS collectively.
If you are part of a larger practice and think you would benefit from Midwinter's in house tutorials, please contact us on 1300 882 938 and speak with one of our representatives about our face to face training options.