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Maintain

Maintain, run, and monitor the solution, including upgrades, integrations, routine maintenance, bill cycles, and training and documentation.

Custom Development

Supply resources to develop custom software, integrate it with new and existing systems, and provide ongoing maintenance and upkeep.

Deliverable

  • Customer Development Statement of Work
  • Software Deliverable

Ideal Format & Timing

Varied based on needs

Key Activities

  • Define the requirements and scope of the project.
  • Design the solution and then build the software.
  • Test and iterate based on feedback.
  • Deploy, document, and train on the new software.
  • Can maintain the ownership of maintenance or transition the ownership to another group within the business.

Benefits

  • Allows for skilled staff to design pieces of the solution to specific needs without utilizing or allocating internal resources.
  • Does not require adherence to internal development planning cycles, timelines, or availability.
  • Have a framework moving forward for use in making decisions, communicating, and measuring progress.

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Technical Roadmap Schedule and Maintenance

Schedule and perform upkeep activities, including technical debt, maintaining integrations, managing upgrades, and monitoring performance for increased volume and growth.

Deliverable

Technical Schedule Maintenance Plan

Ideal Format & Timing

Varied depending on needs

Key Activities

  • Create a schedule and maintenance plan for the components within the solution.
  • Complete needed maintenance tasks such as version upgrades, integrations with new software, or updates to data and file formats.
  • Perform use-case testing and rollout of upgrades for specific software or integration version changes.
  • Management of data in production, sandbox, and other testing environments.

Benefits

  • Allows for dedicated and experienced support for the billing ecosystem without competing for priority internally.
  • Allows for proper upgrade maintenance and testing, freeing internal resources to remain focused on business-as-usual tasks.
  • Takes a proactive approach to managing the ecosystem to mitigate risk and other disruptions to the business.

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System Admin and Help Desk

Provide system administration or help desk support to assist the billing operations team with new product launches, new GL accounts, troubleshooting, and onboarding internal system managers.

Deliverable

  • SLA Support
  • Dedicated Slack Support Channel

Ideal Format & Timing

Varied based on needs

Key Activities

  • Provide the billing operations team with ticket-based Help Desk support for questions, troubleshooting, and system administration tasks.
  • Assist with root cause analysis and system fixes or enhancements.

Benefits

  • Utilizes experienced, skilled staff to support the billing operations team without requiring dedicated internal resources.
  • Ensures dedicated, dependable turnaround times, even during critical windows of time.

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Training and Documentation

Develop, deliver, and provide training or documentation artifacts about the solution, including customization guides, architecture maps, standard operating procedures, and process flows.

Deliverable

Training and Documentation Deliverables

Ideal Format & Timing

  • Group and individual training sessions
  • Documentation library
  • 4-6 weeks

Key Activities

  • Identify and document business-specific system configurations.
  • Identify and develop resources to use as desk guides.
  • Identify and develop resources to use as training material.
  • Help identify and document customer-specific processes or use of system features.
  • Deliver training on the solution.

Benefits

  • Supports teams with timely, thorough documentation.
  • Ensures training materials are prepared by knowledgeable staff with a comprehensive understanding of the business and the system's nuances and the business.

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Measure & Optimize

Value Management

The solution to tech-project regret

Companies across all industries struggle to successfully implement the software they've purchased, resulting in unrealized value, frustration, and regret. Regret often occurs when problems are misdiagnosed as a symptom or not fully known or understood. Focusing on business-value outcomes helps ensure the real problems are solved.

Get Started with Value Management