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.

Using...

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
successful when...

I survey the project team and can see visible improvement in their responses

By way of survey to measure new increased effectiveness in:

  • The best talent available involved in handling an issue
  • Troubleshooters have visibility and access to all information available and contributions made to solving the issue
  • Quicker troubleshooting
  • Have access to constant progress to keep the customer in the loop

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