Call Centre Upgrade
Call Centre Manager
"The financial, operational and reputational risk of this implementation is enough to keep me awake at night. We need to remove as much risk as possible by preparing as thoroughly as possible for the change, ideally rehearsing this several times before committing to the implementation weekend. I’ll need evidence that we have a complete and robust implementation plan that has been proven to the best of our ability. The over-riding requirement is that we have a Call Centre operation that it up and running on Monday morning – and while I’d really like it to be the new system, I need to be convinced that if all else fails we can successfully revert back to the current system in time to be “open-for-business”. If this goes pear-shaped, the CEO will have some serious questions and I really don’t want to be invited into her office by noon on Monday."
ICEflo gives you...
Confidence - in the Implementation Team because they have a robust plan that has been rehearsed, with tools that give them a structured and controlled plan (like the Real Time Update Panel with forward forecasting engine) and you have a guarantee of service protection never possible before so there will be no calls to bring in additional staff to manage first thing Monday morning because you will have a system in place.
Involvement - you are directly engaged in any decision-making and you are notified of any deviation from plan, with communications at home, by email or by text over the weekend so you can help shape decisions and not just be told the outcome
Peace of mind - the mitigation of risk means you can relax and enjoy your weekend and sleep at night!
Implementation Manager
"The technical change is complex, time is very limited and the pressure to succeed is considerable. I need to be able to construct, communicate, rehearse and refine the overall implementation plan in a way that gives myself and the entire team a level of confidence that supports a decision to proceed. We’ll run rehearsals of the implementation several times in a test environment, each iteration identifying gaps in the plan that we will address prior to the live implementation. Missing and critical tasks, a detailed understanding of dependencies, accurate task durations, resource allocations and all other aspects of the plan will need to be as tight as a drum. Above all, I need to know that if anything goes wrong, we have a rock-solid backout that can get us back to the position we had and that the Call Centres will be up and running on Monday morning."
ICEflo gives you...
Confidence - in your planning because of the structured lifecycle process, rapid and parallel build of high levels of technical detail on your SoE, and you can test, refine and improve both implemention and backout plans in the test environment so your planning is "tight as a drum"
Control - over each stage with continuous forward forecasting with the Real Time Update Panel everyone can see when an issue arises and it is clearly flagged so it can be resolved quickly or the flag will tell you your only option is to revert to the backout plan. There will be a system in place on Monday morning.
Reporting - you have centralised and standardised MI available so you can evaluate the effectiveness of your management of the Implementation to support your own development
