Product Implementation and Support

Experience of having implemented and supported 350+ customers across various industry- verticals for more than 25+ years. Our innovations combined with the best industry practices with a proven implementation & support model makes every customer derive value from the Implementations.

Implementation

Program Management Framework

  • Onsite – Offshore model of project delivery and the planned governance
  • Resource planning to form cross functional teams and driveownership at different levels of organization
  • Defining achievable and measurable targets at the start of the program and achieving targets as per the timelines
  • Well defined processes to track , review and orchestrate the progress & performance with the adequate change management controls
  • Alignment of leadership to drive execution of the program
  • Stakeholder engagement and periodic communication which ensures timely approvals and execution
  • Tools & Frameworks defined to capture the appropriate metrics at regular intervals
  • Integrated operational model with a well-defined escalation matrix and review mechanisms
  • Need for conducting the program & visibility of high level potential benefits for the organization documented

    • Long term execution commitment of teams to drive sustainability of the program

Implementation Methodology

  • Establishing remote connectivity
  • OptiExim CD installation
  • Installation Sign-off
  • Prerequisite Check list / Configuration Data / Authorization
  • Base product configuration

    • Pre workshop Analysis in client system

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    Workshop on the base product

  • Discussion with core users on base product
    deliverables and new requirements (if any)
  • Review customization scope if applicable
  • Finalize BRD(If applicable), Test Scenario, Test
    Case & Test Data
  • BRD & TC Sign off
  • Revise Project Plan (In case of Customization)
Integration Testing
  • Readiness for UAT by IVL
  • Training to core team members
  • User Acceptance Testing (In Quality Server)
  • Product Implementation Sign-o ( Readiness for Go-Live )
  • Go-Live support
  • Post Go-Live support (Transition to Customer support and start of AMC )

Support

  • Continuous support from the project initiation phase
  • Strong governance throughout the lifecycle of the ticket
  • Constantly leverage the techno functional expertise of the team to ensure timely support
  • Provide excellence framework to enhance effectiveness and optimize business process
  • Deliver statutory compliance solutions enabled through support packs.
  • Proactive release of value added features through patches
  • Best practices repository from global clients and knowledge sharing initiatives
  • Ability to track performance with online transparent service reporting
  • Believe in client centricity that motivates to continuously deliver the best customer experience