As an ISV working with clients and partners


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As an Independent Software Vendor (ISV) working with clients and partners

See Consultants working with Clients for the mechanics and flow of working with Team Spaces, Public Spaces and Maps.

Whatever kind of software you have within your proposition, if it impacts your customers ways of working in any way, it is very likely that Process Knowledge could add value to your proposition.

Whether yours is a core process solution requiring lots of customisation, or a standard set of processes that the customer is adopting by taking on your solution, there will be a series of steps to:
  • define/capture processes (including what the automation is doing for the customer)
  • deliver/configure the software/Saas
  • validate/test the end to end processes (including the automation/technology + the manual steps around them & inputs to/outputs from them). At this point, updating operational management systems/compliance, impact on business controls/risk management etc.
  • rollout to the users. This includes training (on the end to end processes (including the automation/technology + the manual steps around them).
  • drive ongoing adoption – to get people using and realising the benefits of the automation/technology. Doesn’t stop after training
  • continual improvement Feeding back how the end to end process can be improved. Feeding back where else the automation/technology can be applied and improve other similar processes

Client and Independent Software Vendor benefit – WIN:WIN

Client

  • Reduced project risk
  • Better scope control
  • Higher end user adoption
  • Less reliance on external post implementation support

ISV

  • More consistent implementations – in-house and partners
  • Better user adoption – leading to improved customer success and increased recurring revenue
  • More intimate support at lower cost  – impacts Lifetime Customer Value : visibility of implementation, remote support
  • Fewer cost overruns: use process maps to agree scope
  • Better client engagement: demonstrate early results and quick wins from mapping workshops
  • Better implementation staff utilization – clear understanding of roles/handoffs, remote working
  • Better win rates: use process map as lead-gen and competitive IP
  • Higher margins at lower cost: better scope control, better handle on change requests
  • Increase pull-through: mapping identifies adjacent opportunities

First understand your processes

Most implementation projects start with a phase where the client defines their target operating processes. These are currently captured in a number of different formats, but in most cases these documents are intended for internal project use, and are not written with the long term, continuous improvement in mind.

The process capture could be in a textual document (MS Word) or as a series of flowcharts in a diagramming tool (MSVisio, MSPowerpoint, Lucidchart, Gliffy). None of these tools are designed for capturing and managing complex process content, and they have limited access control and collaboration capabilities. They are good for authors, but not designed for Process Knowledge consumption or engaging as valuable managed content with end-users. In nearly every case, you would copy and past an image of the process into a document – and circulate/link to the document from other content. It is not ‘living’. Hence the processes captured by the project team have a very short shelf life.

Which is a huge waste, as they could be so valuable later in the project for User Acceptance Testing (UAT), on-boarding staff to the new configuration of Salesforce, and as a basis for process improvement. But to be useful. they need to be correctly structured.  They cannot be huge textual documents or flowcharts that cover the walls of the project war room, which are a mystery to all the one or 2 team members.

Then leverage your process knowledge

Using Elements, you can not only work with clients either in your Team space or theirs, you can copy standard maps as a template for them (or your consultants/partners to work with). You can use the secure Map sharing to manage who gets what access to which Maps at what point in the project. You can then continuously collaborate with them on the content, providing a backbone of Process Knowledge for all stakeholders to have as their constant reference point. The opportunities for improved outcomes, reduced issues and productivity gains are enormous.

Don’t start with  a clean sheet every time

ISVs can rapidly map the best practices, based on their niche application or industry expertise. This process knowledge is valuable IP.

  • It can be used as a competitive differentiator in the sales cycle to demonstrate to the client a clear understanding of the scope.
  •  It is a great way of getting a clear understanding of the scope of the project – which is critical to manage towards a successful result
  • It will enable the team to hit the ground running, and demonstrate early success and quick wins which is critical as the team starts to build and the project is under scrutiny.

All of these points apply to any customer engaged in multiple phases, geographical or functional rollouts of your technology. The benefits multiply the more complex and large the scope of the project.

Potential for tight integration with your application

Process Knowledge content can be used as the operations manual – This is a generic capability and can add enormous value to your customers without any integration work or usage of APIs.

however, depending on the nature and context of your application or technology, it may be worth exploring the potential for delivering additional value to the customer through tighter integration.

Elements is architected using the principle of REST APIs. It may or may not be useful to use them and build an appropriate integration.  You can engage with us to look at enabling clients to deliver process content inside or tightly integrated to your application within some or all of the following areas:

  • Single Sign-on: users can use the same login credentials to access process content in Elements
  • User Management provisioning: Bulk load and then automatically keep your users and Elements users in sync
  • Embedded Process Knowledge. Visualise the list of Maps a user can access
  • Diagrams embedded into objects, display as a Related List: Add related maps, diagrams, activities to any object in your solution and display the appropriate process diagram involving this object, process, transaction etc…

The Reference Model capability (delivered in Process Knowledge Pro – Summary 2016), will provide a process context for the automated objects, workflows, applications that have been configured or customized

  • Sync a nested representation of the objects in your solution to Reference Model within Elements: decide which objects are synced to the Reference Model.
  • LinkReference Model nodes to process: For each node (item within object) create a link to the related process step
  • Capture meta data on node: define a set of custom data fields to capture against the node
  • Reporting report on usage of objects within your application/technology related to process, activity steps etc

 PLEASE CONTACT US – to discuss your requirements and what you are looking to achieve with Elements. We have many decades of collective experience of applying this approach to project and operational requirements. It is in our interest to help where we can, and to put you in touch with our growing ecosystem of Partners and experts where you can benefit from deeper experience and/or resources to leverage your skills and capabilities in client facing engagements.

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