Providing superior service and support

At Fusion Factory we provide solution design and delivery, support and training. Our services ensure we produce quantifiable, measurable and dependable results for our clients.

Our team provides clients with highly professional, hands-on, collaborative services to help reduce the risks and costs involved in managing end-to-end business data automation solutions.

The key to successful projects is meeting expectations by communicating, keeping on track and within budget. The Fusion Factory team helps you in reaching this outcome – maximising your successful investment across all your business requirements.

Our Methodology

Our highly customer-focused culture ensures our Professional Services team will assist you to define and implement your project, following reliable methodology to execute your project. We assign an account manager and project manager to each project, ensuring continuity of focus on your goals, and we regularly review progress against milestones.

We believe in a structured approach to solution design and delivery ensuring that the solution meets your current and evolving business needs and is delivered to time and budget.

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We’re here to make you successful.  Our customer’s success is our highest priority. From selection, development, deployment and on-going optimisation, we’re here to help.

We have a team of experienced technology experts ready to help answer questions, share best practices and offer robust solutions to your business challenges. As a member of the Fusion Factory community you have access to our support team, resources, documentation and other community members. Contact us to discuss the support package that is right for you.

We treat the support we provide as a critical component of each client’s success and will work with you to design a package that is right for your requirements.

Ad Hoc Support
Best for clients that only require access to support when needed — or when in-house IT resources need access to additional expert assistance. Our Ad Hoc Support option is billed on a monthly basis.

Prepaid Support Vouchers
Fusion Factory’s prepaid support voucher provides our clients with the same reliable support and expertise as adhoc support, however buying in advance gives our clients’ access to a variety of discount levels depending on the hours prepaid. The support hours are purchased in advance and deducted from the prepaid voucher as the support hours are consumed.

Support SLA
Designed to provide a consistently superior support experience, the Fusion Factory Support SLA encompasses all our Software solutions, prepaid support hours, agreed response times and escalation procedures.

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We specialise in business data automation and our training is specialised too. Fusion Factory will ensure that your company maximises its investment and realise all the benefits that our solutions can provide by ensuring that your team knows how to use the Flow integration platform to its full potential.

Training is delivered according to Fusion Factory’s Training Framework, which ensures that training is relevant to your company’s requirements. We provide a variety of training options to accommodate your specific needs supported by a range of complementary educational materials.

Flow integration software training can be delivered to user groups via on-site workshops or via Go-to-Meeting webinars. Furthermore, Fusion Factory provides Train the Trainer sessions to individuals who will then take responsibility for delivering training to larger groups of users. Ultimately, we ensure that your team understands how to use your solution efficiently and effectively.

Technical Staff Training – Flow Integration Software
For technical staff we offer a 2-day classroom training, which can be tailored to meet your specific requirements. We can be flexible in how to structure and deliver the training. We will discuss options available to you.

Business Process Efficiencies Training for Business Managers
For business managers who are looking to improve business processes our Senior Business Consultants can discuss an engagement model to provide relevant training and methodology. Our consultants are experts in business efficiency and have a range of skills and experience to assist you.

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Why Choose Fusion Factory

Fusion Factory integrates business systems and workflows ensuring data is synchronised across your entire business and trading partner network. Offering more than just technology solutions—Fusion Factory provides business process expertise with every client engagement. A proven performer with over 180 clients across Australia, our client portfolio includes organisations of all sizes spanning many industries.

What Our Clients Are Saying

In recent roles within online retail I needed a solution with the ability to handle complex data between our back-end systems, our website and our online sales channels. We researched available tools and found the Fusion Factory team. We knew from the first meeting and demonstration that the CommerceConnect solution and team suited all our data transformation needs. I’m in the process of working with the team again with similar requirements. It’s the third time I’ve worked with them and that’s saying something.
Peter Ratcliffe, Retail Apparel Group
The most complicated part we see for eCommerce is how to manage massive amounts of product data and standardising that data for use across multiple channels — particularly with automotive product and fitment data. The Fusion Factory team has good knowledge and understanding of business rules, the online environment and business challenges to help our clients turn data into information.
Jim Gurieff, Enform Networks