We are responsible in resolving issues during the Go-live phase and communicating timely progress and solutions to the customer.

Currently we use email for issue handling which is slow, doesn’t give visibility to all on the project who may need to know the issue and its progress. The project manager often feels in the dark about the progress on a resolution, which causes a lot of time spent chasing progress and delays to communicating status and resolution estimates to the customer.

Be able to quickly get project support to troubleshoot customer issues during the Go-Live phase, and have visible progress on issue-handling – we also want troubleshooting discussions to be discoverable for future improvements. Other project members have awareness of the issue and any knock-on effects it may have to their accountabilities.

Create a Go-Live channel in the Project delivery Team for every client project. Utilise the feature to forward customer issue emails to a channel and @mentioning those who can solve the problem, continuing conversations so all know the progress of the issue.

By way of survey to measure new increased effectiveness in:

• The best talent available involved in handling an issue
• Quicker troubleshooting
• Have access to constant progress to keep the customer in the loop