Client Context
The client is an American multinational technology provider and world leader in consumer and enterprise technology solutions.
The focus of this engagement was a pilot roll-out program of unified communications platform that combines persistent workplace chat, video meetings, file storage, and application integration. The service integrates with the enterprise customers’ Office 365 subscription and features a host of extensions that can be integrated with non-Microsoft products.
Business Challenge
The primary goals of this engagement were product planning and development of a repeatable system to on-board customers into an early adopter program for the latest enterprise unified communications platform.
In addition, there was a stated business need of extracting business intelligence and recommendations to feed back into future product development and customer on-boarding efforts
The BroadPoint Solution
The project team at BroadPoint Group set out to accomplish the engagement goals beginning with strategically identifying customers to invite for participation in the early adopter program, defining the engagement model to closely work with each of the participating customers and gauging their interest; designing the customer on-boarding process and completing on-boarding with each of the customers.
In parallel to the customer facing efforts on the front end, the BroadPoint team ran extensive efforts on the back-end that ensured process efficiency, smooth sailing project operations and extracting actionable insights for the feedback loop.
Our team of specialized industry experts leveraged best practices and repeatable methodologies to own and manage the end to end program. The program kicked off with deliverable definition, planning and enabling live site monitoring and then addressed cohort tracking and analysis, requirements and platform selection for the dashboard build, driving the customer health initiative and led top issues analysis and reporting.
Throughout this effort, BroadPoint Group took on the entire responsibility for managing business operations and customer support. To conclude, we published a white paper with specific learnings from the program and continued to remain an ongoing delivery partner for post project support.
Key Outcomes
Product planning and assessment
Pilot target customers on-boarding
Quality of Service (QoS)
Dashboard build for live monitoring and reporting
Business intelligence and analytics