Introducing Core Professional Services
Traditionally, the responsibility for application upgrades and new product rollout has resided with SHAZAM Core Client Support. This past fall, at the Core User Group meeting, we shared our plans to create a professional services team within core implementations. Since that time, we have been working diligently toward that end.
The activities of the professional services team include:
- Implementing new product applications
- Performing application upgrades
- Conducting user acceptance testing
After identifying and onboarding the resources needed to staff the team, attention turned toward training on the new AccountLaunchTM application. AccountLaunch is our fully integrated account origination solution which has been migrated to be housed within the Compass XDTM user interface.
Rather than the e-forms integration in place with the current new accounts application, AccountLaunch utilizes the Expere® engine from Wolters Kluwer to provide seamless document preparation using exiting account data to dynamically select, generate and package required documents based on compliance rules and mandates. Professional services representatives are currently working with several clients to migrate to this new application.
Support During New Product Rollouts and Upgrades
Future upgrades to AccountLaunch and our other core applications will be primarily handled by our professional services team. An example is the latest version of our teller system, version 20.1.8. This version includes several product fixes and the auto-updater tool. Current teller clients wanting to be upgraded to this release should make the request through Service Expert after logging on to SHAZAM Access. A professional services representative will then follow up to schedule the upgrade. Transitioning primary responsibility for product upgrades to professional services allows client support to focus on your immediate needs.
User Acceptance Testing
In addition to quality assurance testing, SHAZAM performs user acceptance testing as a part of the software development lifecycle. These are written and executed by client operations personnel with an eye on how our clients will use the application. Various subject matter experts from core implementations and client support participate in this process, with the responsibility for writing and testing split between different resources. As a part of core implementations, professional services is included in this effort. Having operational resources directly involved with the development cycle enables them to train the rest of the department to better prepare both implement and support of a new application or release.
Ensuring Your Successful Experience
Over the past several months, we have worked to set up the processes and methodologies to better serve your needs with new product rollout and upgrades handled by professional services. This includes collaboration with other areas of SHAZAM, like training and documentation, to ensure you have the tools needed for a successful experience.
Another key aspect of a successful experience is communication. The professional services specialist assigned to your project will not only provide progress updates but will capture feedback from you as well. This is especially important with early adopters of new applications so we can refine our processes based on your experiences.
We are excited about the addition of the professional services team to improve your experience with new application rollout and product upgrades!