Our Customer Success team is here to help!

Sometimes you just need a little extra help, and we're here for you. At Snap Projections our goal is to provide all of our clients with the best support experience possible. We want to make sure that you're getting the most value possible from the software whether you're just getting started or an advanced user.

We're an energetic, knowledgeable, and friendly group. If you can't find what you need in our Help articles, please get in touch with us!

Leigh Martinson, P. Eng., Customer Success Manager

Steven Arnott, CFA, CFP, Senior Customer Success Specialist

Anu Mathur, MBA, Senior Customer Success Specialist

Yulia Zavisha, M.Sc., Senior Customer Success Specialist

Our team is available Monday to Friday from 9 am to 6 pm ET and you can call us at 1-888-758-7977 Option 2, or email us at [email protected]. On average, we answer 80% of incoming calls immediately, but if you reach our voice mail please leave a message. We'll call you back as soon as possible. You can expect to hear back from us typically within the hour and approximately 80% of our emails are responded to within 2 hours.

If you're working within the Snap Projections application, you can select Help from the top menu bar and choose from a variety of options to reach us or search for an answer to your question. 

Help Center will take you directly to our knowledge base where you can search for answers to a specific question, or browse the sections you're interested in. 

Instant Answers will open a small dialogue box where you can review relevant articles to the page you're on, or enter keywords to have an article displayed for you. Use the Ask tab to send us a message.

New Message will open up a small dialogue box to send us a question. 80% of our questions are responded to within 2 hours.

One of our clients, Margaret Richards, said, "Snap Projections has the best support system of any Financial Planning software that I have used and I must have used nearly 10 of them. Snap's support is far superior, providing quick and helpful support. For example, with another provider, I would have to set up support calls a day in advance but with Snap I really like the ability to call in and get help right away."

- Margaret Richards, CFP, Richards Financial

Here are a few other recent comments: 

• You guys are amazing with support and help files.
• The best thing about you is that you are available when I needed help getting started with the software and to answer questions on specific projections I have created.
• Usually, I try to muddle through and fix the plan by myself but last time I thought I'd call to get help and you fixed it in 2 minutes. So I figured I'd call again because it was so helpful last time.
• We just spent 10 minutes together and this is exactly what I need.
• I'm very impressed with the service, that you're updating the software all the time and you're never defensive about any ideas I suggest. That's so important.
• The service is top-notch! Knowledgeable, professional, and listening to suggestions as to what financial planners need to provide their clients with accurate financial plans.
• With other providers, I've had to wait 2 weeks for an answer, and here I've had calls back within 20 minutes. Really appreciate it!

When you reach out, you'll get consistent support from a member of our team. 

• With your permission, we can access your projections to answer specific questions about them. 
• If screen sharing will be beneficial, we'll set up a Zoom meeting. 
• Typical support phone calls range from a couple of minutes to about 20 minutes.
• In our email responses, we'll give you the answers you're looking for, or point you to articles that have the information you need.
• If new features are requested or would be helpful for you, we'll make sure our product development team knows about them. 
• Please note that from a compliance perspective, our support team members are only able to address software concerns. Financial planning advice and reviewing external documents are not offered by our support team. If you're looking for this additional level of assistance, we're happy to connect you with a paraplanning partner who can help review your projections or create plans for you at an additional cost.

A variety of training sessions are offered, whether you prefer 1:1 training or a group session, we have something for you.

Group training sessions

• We offer regular training sessions approximately bi-weekly, geared to new users or those who would like a refresher on the basics. We call these the Live Product Walkthrough sessions where you'll see a short demo of the software and have the opportunity to ask questions and learn from others' questions as well. You can register for upcoming sessions or watch previously recorded ones at any time.

Webinars

• We also offer regular one-hour webinars for everyone to highlight new features and provide helpful demos every few months.  You'll receive an emailed invitation to upcoming webinars and you can watch previous webinars here. 

1:1 Sessions

• As a new client, you'll be provided a link to schedule a 30-minute 1:1 Onboarding session with one of our team members to help you get started. We want to help you ramp up quickly and have the opportunity to get your immediate questions answered right away. We'd also love to hear about you and what your goals are with the software so that we can help you reach them!

See the full power of Snap Projections in a 5-minute overview.

Top articles

• What's New? - Our help section highlighting recent updates.  
• Creating your First Projection - Everything you need to get started.
• Video Tutorial - A 1-hour demo broken up into short segments to create a basic plan.
• Financial Planning Questionnaire - A template we have provided to gather your client's information.
• Snap Projections Toolkit - Checklists and Sample Reports.
• Recommendations - Provide options to adjust your client's savings, spending, retirement age, and more.
• Stress Testing Add-On - Apply historical or randomly generated rates of return to your projections.

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