Our Solution Sales and Customer Success Consultant Charmaine Liew explains her process of how she works with our clients to implement our solutions their company.
In the past year, I’ve had the privilege of working with massive organisations to execute transport technology roll-outs. Here are 7 of my key takeaways, must-dos and learning lessons for successful change management.
What are the pain points that need to be solved? How would they rank their business goals and wishlists? What KPIs need to be measured once the project goes live? Other sales prospecting questions may come before or in parallel.
An important first conversation to have, understanding your client's needs will help you make decisions around the project scope and must-have versus good-to-have product features, in order to ensure that your client will find value in your offerings.
Take a trip down to the actual client site to observe their current processes. Where possible, request for key personnel to be on-site to provide clarifications to questions you may have. Hearing from the people at the heart of the business provides you insights which may not be offered at formal project meetings. These insights are in turn critical inputs in the solution design phase to ensure minimal adoption resistance. In large organisations, processes across departments may differ, hence, it's best to get a healthy sample of inputs to ensure you've covered all grounds.
With process digitisation, it is highly probable to have job scope changes for key personnel and their team members. Mapping the new end-to-end workflow with these changes will provide greater assurance, transparency and reduced anxiety of redundancy. After which, onboarding and training must be done to hone product use confidence.
If the idea is to gain leadership in the industry, you'll need to learn all you can from the market, including the people at the heart of the business. End-user validation before development commences will help to confirm some of the assumptions you've made in the design process and weed out friction points. You may have envisioned for the user to know how to perform an app action instinctively, or in a particular order, but they may do otherwise.
Using a sample of users from different demographics is also helpful for you to obtain a holistic view of how well designed your solution is to fit very varied needs.