Stepping Stones for Successful Implementation
- Initiate Implementation
Once a sales representative has successfully gotten a new client on board, the Implementation Specialist is responsible for acting as the primary point of contact for that client. And, since the client should never be left hanging, it’s important that the Implementation Specialist initiates the implementation process as quickly as possible while holding the client accountable to the agreed time frame.
- Assess Client Needs
Once a client’s new system is set up and ready to go, the Implementation Specialist needs to talk with the client to get a detailed picture of what the client wants, needs and desires. For example, one client might have purchased their new system in order to save time and money, while another might have purchased the same system with the primary goal of improving their cyber-security. For this reason, it’s crucial that the Implementation Specialist identify the unique priorities of each client.
- Customize the System
After identifying a client’s main goals, the Implementation Specialist will need to use that information to customize the client’s system to suit their individual needs. This typically involves tasks such as importing preexisting client data, designing custom interfaces, modifying metrics and creating custom reports.
- Lead Cross Team Communication
An implementation specialist typically works closely with both internal and external teams to communicate challenges and provide solutions for a successful roll out. This could mean working with an Outsourced IT company or an internal Tech-Ops team to tackle issues that arise during the on-boarding process.
- Demonstrate and Train
When a client’s new system has been properly customized, it’s up the Implementation Specialist to demonstrate the system and its features. If the client likes what they see, the Implementation Specialist will then move forward with teaching the client how to use their new system.
- Hold Everyone Accountable
As an implementation specialist, it is your job to schedule meetings with all-parties involved and ensure they prioritize these meetings to meet the agreed up "go-live" date.
- Install the System
Now that the client has seen the finished product and has learned how to use it, the Implementation Specialist needs to either perform the technical task of actually installing the system and all its necessary components or loop in the installation team depending on company workflow.
