The implementation is successful. The new release is live. Now you need to be ready to support users, and that better be quick. OR There are too many options within the product. It’s not always east to analyse and respond quickly to a production issue.
Do you have a consultant who may have been part of the release adoption at prior customers? Might you have access to an expert who has been through the concern areas with the release, if any. Do you have a partner who learns from engagements across customers, and makes that knowledge work for you every day? Do you have a partner who looks to aggregate knowledge acquired from across customers, at scale, of course, at no cost to privacy?
The upgrade feels like a new implementation. You have internal product expertise, but it’s been a few years since the last upgrade. The product vendor has a project team, but you do need your own experts on the project.
That’s good, but do you have teams that are equipped to understand what the new release offers, make the best leverage of the product vendor team, the little while they’re with you through the implementation project? The release is new to your team too.
Given the regulatory environment in transition, you need to be ready for negative interest rates, central clearing, regulatory reporting and more.
Do you have a consultant who may have been part of the release adoption at prior customers? Might you have access to an expert who can walk you through the possibilities and limitations of the release. Do you have a partner who can represent you in the implementation/upgrade plans? Do you have a partner who can scale to learn from knowledge acquired from across customers?
Yes. The best guys on the team always need the next big challenge. Transition is never easy, given demand on expert’s time.
An extended support team can play an effective role, working with your team, walking them through the application, through closed cases to get them to understand the environment, through open cases, right through interactions with business users, permitting them grow into their role in the confidence that there’s expert consultant available a phone or email away for a complex case and a smart knowledge base under construction that will be a first point of call.