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FAQs
What is KEY ESG?
What is included in onboarding?
Do we need in-house ESG expertise to use the platform?
What ongoing support does KEY ESG provide?
How quickly can we get started?
Customer success
Expert guidance at every step of your sustainability journey
Every KEY ESG customer is assigned a dedicated customer success manager from day one. From initial setup through to your first published report, and every reporting cycle after that. Our team is with you, ensuring your sustainability programme delivers real value, not just data.
4
Structured onboarding phases
ESG training included
100+
Support articles & video guides
<24 hr
Human response time
1,000+
Reporting journeys supported
93%
CSAT score
Onboarding at the speed of your business
A structured four-phase process, tailored to your business. Every session is recorded so your team can revisit training at any time. Minimum 1-2 weeks.
Introductory call
live training call
- Meet your dedicated Account Manager
- Assess company structure & entities
- Define user roles & frameworks
- Review data migration needs
- Assess team's carbon literacy
Preparation & customisation
Between calls
- Build tailored onboarding plan
- Confirm kick-off date & deadlines
- Complete historical data migration
- Configure platform ready to use
Admin training
live training call
- Entity & user setup, roles & permissions
- Admin dashboard navigation
- Set up & launch data requests
- Build custom & calculated metrics
Team enablement
live training call
- Carbon accounting & GHG Scopes education
- Launch & manage data requests
- Compare historical data & trends
- Generate reports & export data
“KEY ESG has changed my life! It is now possible to achieve the full reporting process (preparation, data collection, reporting) within 4 months and move forward with strategic improvement projects.”
Vanessa Zerbib
Head of Quality and Sustainability, Babilou Family
Regular webinars & community sessions
Beyond 1:1 support, KEY ESG runs bi-weekly Q&A sessions and regular webinars covering ESG best practice, regulatory updates, and platform features — with guest speakers from across the industry.
Four ways to get help, whenever you need it
Every customer has access to multiple support channels — from instant AI-backed chat to scheduled calls with your Account Manager.
Email support
Mon-Fri, 9am-6pm
- support@keyesg.com
- Platform & ESG queries
- Framework guidance
- First response <24 hours
Call support
On request
- Via video call
- Speak to your Account Manager
- Ideal for complex queries
- Schedule at a time that suits you
ESG AI Agent
24/7
- Trained on thousands of sustainability queries
- Instant answers on ESG metrics, frameworks & reporting
- Integrated in-platform, available 24/7
- Human escalation available, response <24 hours
Knowledge base
Self-serve, 24/7
- 100+ support articles
- Platform navigation & video guides
- Carbon & GHG Scopes guidance
- Framework-specific resources
Support available in: English, German and Dutch
