Roadmap to Success
Setting Goals Setting Expectations Defining the Project Team Implementation Process Project Planning Phase Install & Configure Phase Review & Discovery Readiness Phase Go Live Phase Post Implementation Roadmap to Success Index
Roadmap to Success
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During the process of implementing Tour de Force, MRH provides direct access to multiple MRH consultants. The MRH consultants are
available via the phone, email, and through web conferencing for prompt responses to the customer’s needs related to the Tour de Force
application. The MRH consultants are also available for a reasonable period following the implementation in order to assist the client
in resolving any outstanding issues that remain open following the Go Live User Training and were included in the implementation.
Following this time period, clients are expected to use the MRH web support system, and all access to an MRH consultant is limited by
the MRH Support Team based on the issue type. Any issues related to the environment where Tour de Force is installed or related to
Tour de Force features not originally included in the scope of the project will be documented by the MRH Project Manager and turned
over to the MRH Support Team to address. Any issues that fall outside the original scope of the project are addressed using support
credits per the standard terms and conditions of the maintenance support plan of the customer.
At the conclusion of the implementation, the MRH Project Manager coordinates the introductory meeting between the Client Project
Team and the MRH Customer Service Representative (CSR) that is assigned to the client’s account. This meeting serves as the official “turnover” from the MRH Project Manager to the MRH Support Team. During the meeting, the MRH CSR reviews the many services
offered by the Extended Services Team to assist the client with the short term and long term development of Tour de Force within their
organization. Although the MRH Project Manager is no longer the primary contact for the client after the turnover meeting, the MRH
Project Manager is always available to perform additional consulting services for the client. Coordination of additional consulting can
be achieved by coordinating directly with the assigned MRH Customer Service Representative.
Approximately 90 days after the Go Live Phase, The MRH Technology Group recommends that either the original MRH Business Consultant or a Business Consultant from the Extended Services Team makes an onsite visit to the client. During this visit, the MRH Business Consultant meets with the Client Project Team and reviews the project plan, as well as the business processes that were documented during the original implementation. The review serves as an audit of the original project plan and business processes to ensure that the objectives of the client are being met. If there are areas of improvement needed, these changes can be made during the 90 Day Post Implementation Review and presented to the users by the Client Project Team, or the MRH Business Consultant can be scheduled for an additional visit to provide supplementary training for the users.
During the 90 Day Post Implementation Review milestone, the MRH Business Consultant also reviews new or unused features that are available within the Tour de Force application that the client may be able to take advantage of after the initial implementation. The MRH Business Consultant typically works with the Client Project Team to define a plan for the adoption of the new features. In some cases, additional training may be scheduled for users during the 90 Day Post Implementation Review. In most cases when training is scheduled, the training is focused on the resistors in the company. The training is focused on reinforcing the basic use of Tour de Force to ensure that the users are able to perform the base functions in order to work within the defined business processes of the client.
As an additional incentive for customers to maintain their annual maintenance plan at the Maintenance Plus level, The MRH Technology Group offers an Annual System Review at no charge. During the Annual System Review, a senior MRH Business Consultant is scheduled to be onsite with the company’s sales management and IT leaders who are responsible for the application and use of the Tour de Force solution within the company. During the Annual System Review, the following topics are typically covered:
• The MRH Business Consultant reviews how the company is using the Tour de Force solution, shares additional ideas on how
the use of the Tour de Force application can be used for other automation within the sales organization, and helps define the
requirements for the additional ideas.
• The MRH Business Consultant provides additional “What’s New Training” to the users.
• The MRH Business Consultant works with the Client Tour de Force Administrator to help address open issues that may exist on
the system, and provide additional training to the Client Tour de Force Administrator on the tools and utilities associated with
the Administration Console of Tour de Force.
• The MRH Business Consultant provides demonstrations of new features that have been added to the Tour de Force application,
and provides insight to the company on how the new features can be applied to gain additional efficiencies in managing
certain business processes.
Within 10 business days after the completion of the onsite Annual System Review, the MRH Business Consultant provides the client with a detailed document outlining the results of the visit along with the recommendations of the consultant in order for the client to receive the maximum return on the investment in the Tour de Force solution.
The MRH Technology Group strongly believes that adequate and ongoing training ensures a well implemented system, and a trained staff that can use the Tour de Force efficiently and effectively.
During the life cycle of using Tour de Force, The MRH Extended Services Team is available to provide the following services to your company:
• Support Services
• Training Services
• Professional Services
Our job is not finished after the Go Live User Training milestone with your users. The continued evolution of the Tour de Force application within your company requires that the application be stable and well utilized by the users. Therefore, The MRH Technology Group is there as your partner to provide timely responses and resolutions to your support requests. The MRH Support Team also works closely with your Project Team to make sure that your company is staying up to date with the latest software releases of Tour de Force. The three levels of support provided by the MRH Support Team are application support, upgrade support, and environment support.
The MRH Extended Services Team is dedicated to providing the highest quality training to ensure that all of the capabilities of Tour de Force are being utilized. The MRH Technology Group offers a variety of training methods that includes onsite training at the client site, training at The MRH Technology Group office in Findlay, Ohio, and web based training using GoToMeeting or GoToAssist web conferencing.
Clients who achieve at the highest level of success with Tour de Force are the clients that implement a continuing education plan after the initial implementation is complete. Scheduling monthly or quarterly web training sessions with users is very cost effective and convenient for the users.
Examples of the most popular web training sessions that the MRH Extended Services Team offers are:
• Opportunity Management Using the Manager’s Console including Funnel Manager
• Working with and understanding BSI Sales Data
• Using the Gap Analysis functions to generate mailing and follow up lists
• Working with Tour de Force Mobile
• Working with PDA’s and Tour de Force
• Effective Management of Tasks, Appointments, and Activities
• Working with Views and the Grid Manager
• Using the Manager’s Console as an effective Coaching and Management tool
• Working with BSI Sales Goals
• Working with the Event Manager Module
• Working with the Mailer Module
• Working with the Draft Editor
• General Review of Administration Console Utilities
The Tour de Force application provides a wide range of features that are not typically included in the initial implementation project.
As your company continues to become more comfortable with the day to day use of Tour de Force, the Professional Services Team is
there to help you take advantage of additional advanced features available within the application. During the process of introducing
the advanced features, the Professional Services Team assists your team in properly defining the business processes and business rules
to ensure the ultimate success of using the advanced features. The Professional Services Team also works with your team to properly
define the training required for the introduction of the new features.
