Services
We provide a range of services which can be combined in many ways depending on customer requirements. Although we deliver some generic services our focus is always on long term supportability of solutions.
Our experience covers all stages of complex software solution delivery, from low level coding of product and custom software, through solution design and development of Return on Investment plans, on to implementation and project management, concluding with ongoing support for delivered solutions. This gives us a unique insight into the factors that can turn a project into a triumph or a disaster.
Below we include a summary of some of our services, but please contact us to discuss your specific requirements.
Project Management
We can manage projects of all types, and have specialised knowledge of Contact Centre solutions. We can act as the prime Project Manager, or work alongside others to provide input regarding supportability.
Solution Design
Working with your own teams to develop requirements. Including provision of technical and business input to ensure that the resulting solution meets the needs of the business and can be successfully implemented and maintained.
Technical Quality Assurance
We can perform reviews of project documentation to highlight any potential areas of concern. This may involve specific product knowledge, but can equally involve generic knowledge of solution types where it is important to recognise the difference between 'standard' and 'proprietary' functionality across diverse product sets.
Supportability Assessment
Reviewing development projects, or existing solutions, to ensure that everything is in place to allow long term support of the solution. Support in this case can be external. i.e. Are all the necessary items in place to allow the suppliers to correctly support the products they have supplied, or internal, i.e. Are the correct knowledge and skills available in the operational and support teams to ensure that issues are correctly logged with the relevant supplier to minimise disruption to the business.
Solution Recovery
If you have an existing solution which is failing to meet your needs we will carry out a Supportability Assessment and then work with you to devise a plan which recovers the situation and gives you the most cost effective route to a robust solution.
Documentation Review
General reviews of business and technical documentation. An independent set of eyes can often see gaps or highlight areas which may need further review.
Advice on Test Plans
Testing is a key area in ensuring the supportability of a solution, and is often one of the least understood parts of the implementation process. Solution suppliers need to show that functional goals have been met and will design test plans accordingly. These plans may not provide the full coverage required to ensure that the solution is robust and supportable. We work with you to ensure that testing is not compromised to facilitate short term goals.
Risk Assessment
Usually forms part of another service, e.g. Solution Design, Project Management etc. Gives independent assessment of project risks.
Training
Customised training to cover either specific product areas, or general operational training. Can be delivered at many levels, from ad-hoc 'Question and Answer' sessions to full blown training courses with all supporting materials. Would not normally replace standard product training courses, but instead is used to bridge the gaps between the standard course and the operational reality.