Adopt & Embrace's
Office 365 Use Case:
Go-Live Issue handling
As someone in...
…a Project Manager role and Technical support role
We are responsible in resolving issues during the Go-live phase and communicating timely progress and solutions to the customer.
I'm faced with...
…not having a clear view on the precise status of a Go-Live issue
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.
I want to...
…self-serve awareness of the progress made on Go-Live issues
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.
...Teams channel, and email a channel
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.
I'll know this is
...the project team and technical support have better visibility and access to all information available to solve issues
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