Roadmap to Success
Setting Goals & Expectations Defining the Project Team Implementation Process Project Planning Phase Install & Configure Phase Review & Discovery Going Live Phase Post Implementation Roadmap to Success Index
Roadmap to Success
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During the process of going live with Tour de Force and for a period of 30 days following the go-live training, MRH will provide direct access to an assigned MRH consultant. The consultant will be available via the phone, e-mail and through web conferencing for prompt responses to the customer’s needs related to the Tour de Force application and the specific features that were included in the implementation, as outlined in Attachment A. Following this time period clients will be expected to use the web support system and all access to an MRH consultant will be limited by the Extended Services 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 are not covered as a part of the 30 Day Post Implementation Support. Those types of requests will be addressed using support credits per the standard terms and conditions of the Maintenance Plus support plan of the customer.
At the conclusion of the 30 day period following the go-live training, the MRH Project Manager will coordinate the introductory meeting between the client’s project team, the MRH Regional Account Manager and the manager of the Extended Services Team (EST). This meeting serves as the official “turnover” from the MRH Project Manager to the MRH Extended Services Team. During the meeting the EST Manager will review the many services offered by the Extended Services Team that will assist the client with the short term and long term development of Tour de Force within their organization. Although the MRH Project Manager will no longer be 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 will be available through the EST Manager.
Approximately 60 days after the go live training The MRH Technology Group recommends that either the original MRH Business Consultant or a Business Consultant from the Extended Services Team come back on site to visit with the client. During this visit the MRH Consultant will meet with the client’s project team and review the project plan and business processes that were documented during the original implementation. The review will serve 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 60 day review and presented to the users by the client’s project team or the MRH Consultant will be scheduled for an additional visit to provide additional training for the users.
During the 60 day review, the MRH Consultant will also review new or unused features that are available within the Tour de Force application that the client may be able to take advantage of. If needed, the MRH Consultant will work with the 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 60 day 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.
The MRH Technology Group strongly believes that adequate and ongoing training ensures a well-implemented system and a trained staff that can use the system efficiently and effectively.
During the life cycle of using Tour de Force , The MRH Technology Group Extended Services Team is available to provide the following
services to your company:
• Support Services
• Educational Services
• Business Consulting Services
Our job is not finished after the go live training 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 will be there as your partner to provide timely responses and resolutions to your support requests. The Extended Services Team will also work closely with your team to make sure your company is staying up to date with the latest software releases of Tour de Force. The three levels of support provided by the Extended Services 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 on-site training at the client site, training at The MRH Technology Group office in Findlay, Ohio, and web-based training using GoToMeeting web conferencing.
Clients who achieve at the highest level of success with Tour de Force are the clients who put in place 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.
Some examples of the most popular web training sessions that the Extended Services Team offers are:
• Opportunity Management Using the Manager’s Console
• Working with PDA’s and Tour de Force
• Effective Management of Tasks, Appointments and Activities
• Working with Views and Grid Layout Administration
• Using the Manager’s Console as an Effective Management Tool
• Working with and Understanding BSI Sales Data
• Working with BSI Sales Planning
• Working with Event Management
• Working with the Mailer Module
• Working with Drafts
• 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 Extended Services Team consultants will be there to help you take advantage of additional advanced features available within the application. During the process of introducing the advanced features, the Extended Services Team will assist your team in properly defining the business processes and business rules that ensure the ultimate success of using the advanced features. The Extended Services Team will also work with your team to properly define the training required for the introduction of the new features.
