Post Go Live Support

Regardless of the Sale Performance Management system you implement there is typically a period of post go live support.   If you use a third-party integrator it could be as short as the warranty period covered by your Statement of Work once the system is stood up in production.  If your implementation project team is in house or you purchase extended managed services beyond the initial implementation the Post Go Live support period could be many weeks or even months long.

From our experience, the more engaged the end users and people who will support the application are during the implementation project, the shorter the period of post go live support needs to be.   If the users and the support personnel have been properly trained, then it may be overkill to keep the members of the original implementation project team engaged much past the go live date.

If the support team is not sufficiently trained or there are numerous outstanding items to correct after production go live then it is more likely you will need to keep some implementation team members engaged, at least on a part time basis until remaining high to medium level outstanding issues are addressed.

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The key for this period it to determine your anticipated support need and then make sure you have the correct resources in place to make this stage function smoothly.  You need to have a comprehensive list of any outstanding items that remain or are expected to remain after the go live has been reached.   You should have a plan and time line for tackling those remaining items.   It is also important to have regular check points meetings during post go live support stage to assess end user adoption of your new system, and to assess your continued need for exists resources.  During these check point meetings you should review the schedule/timeline for rolling off resources, and also ensure there is absolutely no reason to ramp up efforts to ensure continued adoption of the recently implemented system.   You are in the final stage now so you want to make sure that the end users ultimately use and adopt the system as a tool of their own.  Once the adoption has been completely you can call the project a success and focus your efforts to the next project.

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