3 Ways to Leverage a Support Plan to Get More Value from Your Solution

Author: Véronique Fugère

irer parti d'un plan d'assistance pour maximiser la valeur de votre solutionSupport plans are what we call our packaged support options available both during a project and once go-live support has ended. Clients normally use them as a budget-friendly way to mitigate any risks associated with not having their own in-house resources, or as a means of supporting their in-house resources once they’ve taken ownership of the project.

You may be dealing with another implementation partner, in which case, they might not offer specialized project, post-go-live, or post-project support—or may have a different name for what they offer. Regardless, if you’ve been overlooking support plans or have always viewed them as an upsell:

  • Take another look; they can end up increasing the value you’re getting from your solution.

Leveraging Your Support Plan

Whether you’re looking to cut future costs or extend ROI—here are 3 ways we’ve helped clients leverage their support plans to ensure their investment goes further:

  1. Training and Knowledge Transfer vs. Hiring New In-House Resources

Finding and keeping technical resources is notoriously difficult in today’s job climate, which has made cross-training a necessary best practice. If you add to that the desire of today’s workforce to learn new skills vs. the cost of hiring and onboarding a new resource:

  • The value of training, knowledge transfer, and documentation provided by a support plan is underscored.
  • For resources that don’t have enough expertise to make changes or deal with more complex issues, it allows for system support and a hands-on learning experience that would otherwise be difficult to replicate.
    • It’s also a great way to both gain long-term organizational benefits and incentivize employees.
  1. Legacy System Management to Eliminate Service Gaps

Legacy systems are integrated into new solutions for a number of reasons—such as data preservation and migration. At some point, an organization’s in-house project team will need to move from their legacy system to their new solution for things like training and testing.

This transition occurs while the project is still underway, creating potential gaps in service.

  • To eliminate this risk, support can take charge of legacy system management;
  • And continue mitigating that risk after the move to the new solution has taken place, by supporting the in-house team for as long as they’re needed.
    • This acts as a safeguard for service and takes pressure off of an organization’s internal resources while they gain confidence and skills.
  1. Troubleshooting and Monitoring to Improve Operational Focus

To expand on the point above, transitioning from one solution to another is typically a big change for the end-users involved; mistakes happen, parts of the project that were designated as in-house might fall behind—and some organizations need to apply extra caution due to regulatory concerns.

Whatever the reason, when challenges arise or extra attention to detail is needed, this can distract from maintaining quality service and efficient operations.

  • By dedicating technical support to troubleshooting you help to ensure a smooth project to real world transition; for example:
  • Leveraging that resource to handle gaps that might appear during things like seasonal changes or audits—when emergency work, a higher volume of tasks, or process changes could throw off operational stability.
  • You may need minor changes for your end-users, realize you want or need to extend functionality immediately, or need to create specialized reports for different KPIs—a support plan lets you skip the SOW and get right to work.

Support Plan Help

If you have questions about our support plan offerings or are looking for other ways to get value from your support plan, our customer care team is here to help.

  • Maximized availability and uptime.
  • Efficient communication, analysis and case handling.
  • Flexible approach to additional support services.
  • Designated engagement manager and technical support specialist.
  • Lower cost of ownership.
  • Allows you to manage your business and not IT support.

Not a client? If you’re dealing with implementation issues, or need advice on finding the right solution, we have teams for that too.