We planned and implemented a robust and scalable software solution and service that fully supported the specific needs of the internal customer base. The core goal of this service was to move the existing focus on metrics towards providing a set of consistent, insightful, and actionable data to improve each customer’s site.
We leveraged a professional senior-level team with the project management, business analysis, and IT system integration analysis skill sets to provide a flexible and scalable solution that met the unique and changing business objectives on schedule and within quality expectations.
Program management for the service included formal monthly status reviews covering service metrics, enhancement project status, and service insights. Our team created a service roadmap, being responsible for our client’s product offerings and feature releases. The team also served as a Tier 3 escalation point.
Additionally, we also delivered the analytics service, overseeing the following: service delivery and tenant updates, conducting end-to-end training for tenants and other users, presenting data for the monthly status review, and providing overall Tier 1 and 2 support.
