Training & Support
Learn the platform, with real people beside you.
Every member of your team receives practical training relevant to their role, supported by built-in videos, guides and help resources they can access whenever needed.
Once you are live, Level 1 support is available from real people 14 hours a day, five days a week — from 8:00am AEST through to 8:00pm AWST — so help is available across the working day.
Training Prior to Switch
Before go-live, every member of your team receives role-based training relevant to how they will use the platform.
Training is delivered by people who understand both Emeraude and financial advice, with in-person sessions provided where practical and live video training available where required. Advisers, paraplanners, customer service officers and practice management can each be trained around the workflows and functions most relevant to their role.
Built-in videos, guides and help resources then remain available for ongoing reference after training is complete.
This complements the earlier page well because that page says “we train and support you”; this one explains how the training is actually delivered.
Training & How-to Videos
A comprehensive library of training and how-to videos is available within the platform, giving users quick access to practical guidance whenever they need it.
The videos complement live training and ongoing paraplanning and customer service support, helping users refresh their knowledge, learn new functions and resolve common questions independently.
Answers Without Compromising Client Privacy
A built-in AI search capability gives users access to general information from the web without needing to leave the platform.
The search experience is designed to keep client information separate from external queries, allowing advisers and staff to research general topics while protecting the privacy of client data.
Support When You Need It
The Help Centre provides a clear pathway for resolving questions as they arise. Day-to-day enquiries are handled by the customer service team, while more complex technical issues can be escalated directly to the Australian-based development team.
This gives users a single place to get assistance, with the right level of support brought in depending on the nature of the issue.
Additional Training When You Need It
Practices can request additional training at any time, whether for new team members, refresher sessions or more advanced use of the platform.
Training can be delivered in person or via live video, with sessions tailored to the needs of your team and available at competitive rates.
Continuous Improvement, Clearly Communicated
Emeraude continues to evolve through regular releases of new features and improvements. Updates are fully tested before release, with customers given advance notice of significant changes and supporting training material where required.
Detailed release notes provide a clear record of what has changed, helping practices understand new functionality and stay up to date as the platform develops.
Clear visibility of platform availability.
View the current status of Emeraude services in real time. Service availability is monitored automatically, with incident details, affected services and expected resolution times provided by the team whenever required.
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