Setup & Implementation
I signed my contract. What's happening next?
I signed my contract. What's happening next?
After you sign your contract, you will be assigned a dedicated Customer Success Manager (CSM) who will own your entire onboarding and post-onboarding experience. Your CSM will be serve as your main point of contact with us and will ensure you are getting value from the system.
You can expect an email from your CSM within 48 hours of signing the contract.
What does implementation mean and what does it entail?
What does implementation mean and what does it entail?
Implementation is how we onboard you into the platform and teach you how it works. The implementation stage includes the following phases:
Kickoff: This is an hour-long introductory meeting during which you will meet your CSM. We will use this meeting to learn your pain points, address questions and formulate a gameplan of how we will be moving forward. We will populate your account database with initial models and show you the core Pirros features.
Database Review: Your administrator team will likely have 2-3 database review meetings with the assigned CSM. During these meetings, you will learn how the full suite of administrator tools works by testing on your existing database. By the end of your last database review meeting, you should be a confident admin-level user of the platform.
User Training: We will train every user who is expected to be signed in to Pirros. We will show them how the database works and ensure they feel comfortable with the system's core functionalities.
How long does implementation take?
How long does implementation take?
Implementation takes around 30 days after kickoff. By the end of the 30-day period, your team should be fully enabled with the knowledge and resources to be a confident user of Pirros.
I want my implementation to be faster than 30 days.
I want my implementation to be faster than 30 days.
Your Customer Success Manager will obtain your expected timeline for launch and tailor your onboarding experience to your preferences. We will move at a pace that feels convenient and feasible for your team. Throughout the onboarding process, you will be constantly communicating with your CSM to ensure you are moving at a proper pace.
I see mentions of "admins" and "members"—what's the difference?
I see mentions of "admins" and "members"—what's the difference?
There are two types of users in Pirros:
Administrators: they have full access to the platform and are allowed to upload new models, details, projects, and edit virtually anything.
Members: they do not have full access to the platform and are not allowed to upload models, details, and projects. Members can request admins to upload specific details/projects, but they are not eligible to upload themselves.
Through those differentiations in roles, we are keeping your details accurate and safe.
Who should be designated as an admin?
Who should be designated as an admin?
Ideally, admin users are those who:
Understand your firm’s detail standards and workflows
Will help build, maintain, and organize your standard detail library
Are comfortable managing high-level software tools and permissions (such as approving or denying upload requests, reviewing flagged details, etc.)
Will training be provided to my team?
Will training be provided to my team?
Yes. We will train and fully enable every user who is expected to use the system (both admin teams and regular members).
How are user training sessions run?
How are user training sessions run?
User trainings are hands-on, live sessions (via Microsoft Teams or in-person) led by your CSM. They focus on the core workflows and functionalities of the platform. We tailor sessions based on roles—user training will explore every feature a given member is expected to leverage.
How long is each user training session?
How long is each user training session?
Most sessions are about 45-60 minutes. We keep them concise and focused, but always leave time for Q&A.
Do you offer role-specific trainings (e.g. for engineers, PMs, drafters)?
Do you offer role-specific trainings (e.g. for engineers, PMs, drafters)?
Yes. We understand that different roles interact with Pirros differently. We can run custom sessions for Project Architects/Engineers, BIM Technicians/Drafters, or anyone else to ensure they understand how to use the full suite of tools effectively in their own context.
What if I have new hires or interns join my team—who will train them?
What if I have new hires or interns join my team—who will train them?
We will train all new users who are invited to the database during or after implementation.
Can I customize the implementation process for my team's needs?
Can I customize the implementation process for my team's needs?
We know every firm is different. Your CSM will work with you to understand your workflows and priorities, and will customize the implementation experience to match your team's goals, size, and timeline.
What do I need to prepare before the kickoff call?
What do I need to prepare before the kickoff call?
Please come to the kickoff prepared with two models to upload into your new Pirros account to populate the database with details. All stakeholders expected to be a part of the implementation process should attend the kick-off call.
Do I need to invite my whole team to the platform before the kickoff?
Do I need to invite my whole team to the platform before the kickoff?
We will invite the core admin users to the platform 12-24 hours before the kickoff. The email will come from [email protected] with a link to login and create your account.
Post-Implementation
What happens after implementation is complete?
What happens after implementation is complete?
Once all users have been trained and your team is up and running, you’ll have a final Onboarding Graduation Session with your Customer Success Manager (CSM). In this meeting, we’ll reflect on your onboarding experience—what worked well, what could have gone better, and how we can continue to support your success moving forward.
What is the Onboarding Graduation Session?
What is the Onboarding Graduation Session?
This is a wrap-up call that marks the end of implementation. We’ll review the highlights and lowlights of your onboarding experience to ensure we’re learning from your feedback. It’s also a great time to revisit goals, review early usage, and set expectations for what’s next.
Do we still get support after implementation ends?
Do we still get support after implementation ends?
Yes! Your CSM remains your main point of contact throughout the entirety of your journey with us, and our support team is always available via chat. Whether you have a question, a new feature request, or need help with training new team members, we’re always here for you—no matter what stage you’re in. Our response and turnaround times for technical issues are exceptionally quick!
Will we be able to track how our team is using Pirros and know if we're on the right track?
Will we be able to track how our team is using Pirros and know if we're on the right track?
Yes, absolutely. After implementation, we’ll meet regularly to review how your team is using Pirros and ensure you’re getting real value from the system.
In these monthly Adoption Review calls, your CSM will walk you through detailed usage analytics, including:
Which users are active and engaged (and which ones might need a nudge)
How many details are being viewed and downloaded
Whether users are interacting with the platform as intended
Overall account performance compared to KPIs
We track every click to give you a clear, data-driven picture of how things are going. If we spot areas that need improvement, we’ll work with you to course-correct and make sure Pirros is delivering maximum ROI.
How do the monthly adoption review calls work?
How do the monthly adoption review calls work?
In the first few months post-implementation, we’ll meet with you regularly to review usage analytics. These include:
Who’s using Pirros actively—and who’s not
How often users are searching/viewing/downloading details
Which users are using Pirros correctly vs. incorrectly
Overall account health and performance against KPIs
We track every click in the system to ensure your firm is getting the most out of Pirros. If we identify areas for improvement, we’ll strategize together on how to increase adoption and maximize ROI.
What happens after the first couple of months?
What happens after the first couple of months?
Once your team reaches steady-state usage, we’ll move to Quarterly Business Reviews (QBRs). These calls follow a similar structure: we’ll review analytics, identify areas for improvement, and discuss long-term strategies to keep your team successful.
Can I request help between review calls?
Can I request help between review calls?
Absolutely. You have ongoing access to both your CSM and our support team. If anything comes up—whether it’s a bug, a user question, a new hire, or a product idea—we’re just an email or chat message away no matter what stage your account is in.