Technical projects, whether just adding new functionality or taking on a full solution implementation, can be complicated and oftentimes disruptive. Gathering and writing requirements, assigning, and scheduling resources, and sending out status reports all occur while you are under the microscope of organizational change, introducing new technology, and keeping to aggressive budgets and timelines..
Go-Live should be a celebration, not a surprise party
Production deployment or “go-live” should be a relief, not a time for surprises. This is not the time to discover that end-users are confused about the new technology. This is not the time to find out the integration to core systems is not working as you thought it would, or that phones are not ringing, and definitely not the time to find a post-“go-live” punch list longer than your arm.
Are your IT and Business teams involved from Day 1 of a new project?
When starting a new implementation project, do you have guidance on best practices for leveraging the new technology? Rather than recreating your legacy technology as your business is now, does your implementation partner help you design and optimize your solution to align with the strategic direction of your company?
On the first day of ”go-live”, is your management comfortable with the tools available to monitor and report on their teams? Do the legacy metrics seamlessly transition to the new solution?
During the implementation process, do all stakeholders understand the current status of the project, as well as their next steps?
Before you place new technology into the production environment, is your IT team familiar with the configuration and basic troubleshooting for the system? Do they work in concert with your implementation partner to function as a help desk during deployment? Does your implementation partner remain engaged until post-“go-live” issues are resolved?
Do you have the resources available to focus on an implementation project without negatively affecting your day-to-day operations?
How MNET Can Help
Our team of experienced Project Managers, Business Analysts, Developers and Engineers have literally hundreds of implementations under their belts. They understand not only how to install and configure software, but also how to seamlessly integrate to your other systems and help your team with change management for your organization.
Coupled with our Advisory Services team, we can help you throughout the entire process: from selecting the best solution for your needs through helping you get the most out of your deployed solution.
Do you have the resources available to focus on an implementation project without negatively affecting your day-to-day operations?
Integrated Customer Communication Strategies
From helping you evaluate and select the best technology that meets your business needs to aligning the communications channels critical for your customers, we help you create a customer communications solution that provides a compelling customer experience and seamless customer journey. We can help you realize the potential of truly “omni-channel” experience for your customers, including voice, text, chat, email, social media, digital marketing and website optimization.
Organizational Change Management
Our team will work with you to identify process changes to enhance the usage and incorporation of all that the new contact center technologies offer. We also identify opportunities for training, knowledge sharing and communication—all designed to help with user adoption.
Implementation Services
With our strong, proprietary methodology, our MNET Implementation Services team will install, configure and deploy your new contact center solution. We provide a team of Project Managers, Business Analysts, Developers, Testing Specialists and Trainers to complement the expertise and institutional knowledge only our clients can provide. On Day 1 of the project, we provide advice on configuring you contact center applications to get the most from “out of the box” functionality, guided by industry best practices for implementing omni-channel communication platforms.
