Introduction
This article describes the list of needed information that should be included in incoming client's queries in the implementation phase that in order for Perfect Gym employee to correctly understand the question or issue.
- This article will be helpful for PG Champion or other employees who may be contacting Perfect Gym in order to get support in their queries.
- From this article you will learn what information should be included in an email with question sent to Perfect Gym.
Before you start
This article explains how to ask questions during the implementation phase. After that, you'll need to reach out to our support team using the standard procedures. To get familiar with them, please go to this article. this article.
Instructions
When you are preparing an email to Perfect Gym with question about the functionality of the system
- Inform us which application you are asking about (PGM/POSweb/Client Portal/mobile app),
- Let us know exactly what part of the system is your question about (i.e. Classes -> Time table -> Adding classes),
Asking a too general questions may result in receiving the answer that doesn't fully include the desired information.
- If there is some user or other part of the system related to your question, please provide a user number, name of this other item you are referring to or any other important detail,
- Send us the screenshot or a video of the feature you are asking about.
When you are preparing an email to Perfect Gym with an issue discovered in your base
- Inform us which application you are asking about (PGM/POSweb/Client Portal/mobile app),
- Let us know exactly what part of the system is your question about (i.e. Classes -> Time table -> Adding classes),
- If there is some user or other part of the system related to your question, please provide a user number, name of this other item you are referring to or any other important detail,
- Send us the screenshot or a video of the issue you are asking about,
- Provide the Correlation ID in case you get an error which gives such number (please paste this number in your email),
- Let us know at which step exactly you are getting an issue (i.e. when saving changes on a payment plan).
Example:
I'm unable to enrol user 10100001 in PGM to a group class "Yoga" in time table which is taking place on the 20th of June, I can see the problem is with enrolling this user to this class also on any other days. I get a notification that user has no product which allows booking, however I assigned such product to this user. This notification displays after clicking "Enrol" button visible in the attached screenshot.
Hints
By following this guide it is easier for Perfect Gym employees to analyze the reported cases as they will include complete information. In such case, it might result in quicker problem solving and providing a solution.