Ensure Implementation Success
The key to any successful implementation is in having the appropriate team to lead the project. Thrupoint works with its customers to assemble the best team capable of ensuring project success.
Team members include:
- Executive Sponsors: Each project requires an Executive Sponsor from both Thrupoint and the customer. The responsibilities of these individuals are to be advocates for the project to the Executive Team, support the decision-making power of the core project team, and to provide leadership at the executive level for the project. Regular reviews of progress with the core project team are encouraged.
- Thrupoint Project Lead: Thrupoint will assign a Project Lead that will work directly with the core project team throughout the duration of the project lifecycle. The Project Lead is responsible for coordinating required Thrupoint resources, documentation and deliverables for successful implementation.
- Customer Project Leads (2): Project Leads will work directly with Thrupoint’s designated project lead and be called upon to coordinate all required customer resources, documentation and deliverables required for project completion. Thrupoint recommends that customers designate a Business Process Project Lead and an IT Project Lead.
- Customer User Community: The user community should consist of representatives from marketing, sales and other areas of the company as appropriate. While these members may not have daily responsibility, they will be called upon when domain expertise is required.
- Customer Technical Team: The technical team should consist of representatives from the IT group that are familiar with the company’s existing telecommunication infrastructure, systems integration and hardware.
To ensure that each customer quickly and effectively realizes the maximum competitive and financial benefits of a Thrupoint solution, our professional services group delivers installation planning, training and support. Thrupoint’s experienced consultants assist customers in achieving their business goals through the optimized application of Thrupoint’s technology. This section describes the implementation process used to plan, implement and deploy Thrupoint’s Fusion Suite of products.
Thrupoint divides an implementation into 6 stages:
Stage 1: Engage
Thrupoint will work with the core project team to conduct a discovery process that begins with interviewing a cross-functional team of representatives to conduct an in-depth business process analysis of all impacted areas of the company. The objective of these interviews is to understand the needs of the company and its customers as they relate to the implementation of Thrupoint’s applications.
Interviews are followed by sessions with the members of the core project team to define the project requirements. These resulting requirements provide the foundation for the project plan and establish a roadmap for product installation and implementation.
The core project team will also review the business and system requirements based on the needs of the end user community.
Upon completion of the Project Requirements Document, a review meeting is held with the Core Project Team and Executive Sponsors. The document is adjusted accordingly and approved.
Stage 2: Define
The Project Specification explains the requirements in more detail and outlines the implementation. At a minimum, this document includes a clear, concise understanding of what is defined as a deliverable, milestones for execution and delivery, and the required resources needed from both the customer and Thrupoint to achieve the goals for the implementation project.
- Project Summary/Overview: A description of the current project, what is needed from both functional and procedural standpoints.
- Requirements: A restatement of the customer requirements that will be addressed.
- Custom Integration, Functionality and Behavior: Detail on the functionality that will be contained in and delivered to the customer in order to satisfy project requirements as stated and defined during the requirements gathering phase.
- Project Deliverables & Requirements: Provides a list of key deliverables along with estimated dates of completion that include deliverables and acceptance by both parties.
Upon completion of the Project Specification a review meeting is held with the Core Project Team and Executive Sponsors. The document is adjusted accordingly and approved. Once the Project Specification is approved, subsequent changes will be handled using a Project Change Order.
Stage 3: Implement
During this stage, all activities detailed in the Project Specification are completed. The following activities are included in this stage:
- Implementation of customizations
- Joint design review sessions.
- Testing by both the customer and Thrupoint.
- Preparation of any necessary customer branded documentation.
Stage 4: Deploy
Once implementation has been completed per the Project Specification, the applications are ready to be deployed to the end user community. Thrupoint will work with the customer to develop an appropriate rollout plan that meets the need of the customer. The following activities are included in this phase:
- Installation of system at remaining client sites, colocations, branchs or other sites.
- Installation testing and tuning.
- Coordination of the initial pilot deployment, including training, support, and feedback for any required modifications.
- Final system hardening and deployment.
Stage 5: Train
Thrupoint is committed to providing training to ensure that the end-user transition to the new system goes as smoothly as possible. Training will cover core product as well as any customizations deployed. Using a “train the trainer” approach, Thrupoint trains designated contacts from the customer in the use of Thrupoint’s software and technology.
Stage 6: Support
Once a system has been implemented, support is available to ensure continued success. Thrupoint is prepared to offer the following support options:
- On-site services engineer during initial “live” period.
- Ongoing system support via web, telephone, and e-mail.
- System upgrade support.
- Additional user and administrator training.
- Tailored support plans for clients for an internal help desk.