Ever since my first experience in implementing a software system, I found that building a process within it and getting it to work smoothly as highly fulfilling and enjoyable. In all my years doing this, I developed skills that allow to me transform business needs into sustainable solutions within a software.
AssignmentPro™
The gold standard within the mobility tech industry
My expertise in AssignmentPro™ comes from my experience when I first implemented and used it as a client, and then as a member of Equus's Client Services team in charge of providing implementation and ongoing support. This rich set of experiences in using this product has given me a powerful ability to think ahead for clients when using it to creatively build solutions that transform the way they work.
Given AssignmentPro™'s position within enterprise software / SaaS industry, I gained valuable and firsthand experience working for a market leader, thus equipping me with the mindset necessary to work in leading tech firms.
Client Onboarding
Setting the client up for success
This crucial stage of every client relationship determines its success, both in the short term and the long term. Ensuring a client is properly onboarded means more than just establishing initial contact with the client and equipping with the knowledge about the software solution and explaining everyone's roles and responsibilities - in my experience, this critical stage is when I demonstrate to the client the value of the product and reaffirm the fact that they made the right decision in purchasing it.
Thus, I treat this stage with utmost importance because first impressions do last. However, in the event that everything doesn´t go according to plan, I exert additional effort to rectify any issues that occurred during the client onboarding stage, always bearing in mind that a balance must be struck between the interests of the both the company and the client.
I also learned that this doesn't only occur at the very beginning of the client relationship, as client representatives / contacts change over time. Therefore, I invest time onboarding new contacts as they join the client organization, taking the opportunity not just to teach them how to use the product / service but also to demonstrate its value over others that they have used in the past. This reduces the risk of client turnover as it avoids having the new client contact advocate switching to a competitor.
Software Implementation
Building sustainable solutions
I advise stakeholders that it is important not to make the mistake of using the opportunity to overhaul existing business processes while implementing a new system. Instead,
As proper documentation during this stage is critical for future reference, I meticulously keep records of important information throughout, which include the identified requirements, the proposed solutions, the decisions made and the reasons for choosing one option over another.
There is also usually a lot of strong emotions during the implementation stage, which can range from excitement to apprehension. Therefore, I found that it is important to set and manage expectations during this time, whether to moderate excessive excitement or to dispel any doubts that anyone involved may have.
Depending on the organization and resource availability, different people or teams may get involved at different stages of an implementation. While safeguards can always be put in place to prevent knowledge loss, I learned from experience that it is important to invest time in identifying the right people involved in the project from the very beginning and consistently keeping them involved all throughout.
I remember being pulled to present the initial process to a major client when it was implemented by other individuals, which ultimately ended up being clumsy and displeasing the client. This important learning experience gave me valuable insights into best practices in software implemention.
User Experience
Setting things up to be as user-friendly as possible
A properly designed software solution provides what a user needs to do their job while making the process as painless as possible.
In addition to conducting thorough testing by simulating end-to-end processes to ensure that they flow logically, I strive to deliver optimum user experience by taking an approach where I account for as many possible combinations of scenarios within a process that I'm working on, identify the connections it has with other processes, which ultimately allows me to choose the most inituitive way to design it.
I start by working closely with end-users in designing solutions, and advocating for their full involvement, if necessary.
To a large extent, the system's features and capabilities determine how a user-friendly it is. Nonetheless, I found that, with some creativity, it is always possible to find a way to make things more painless for users.
It can be as simple as helping users address gaps by coming up with a specific PDF manual that has hyperlinks and detailed screenshots, or as elaborate as building an onscreen workaround that connects disjointed parts within the workflow. Either way, the user experience is enhanced.
User Training
Empowering users through education
Everyone knows the critical role that user training has on the success of any project. However, not everyone pays attention to the fact that training requires basic knowledge of pedagogy in order to make the training sessions accomplish their intended purpose - instead of merely relaying information and instructions with the assumption that they will stick.
I design and conduct user trainings by following some basic and general principles, which include teaching or reinforcing core knowledge that must be learned by users in general, limiting the training to what is most relevant to the jobs of the users in order to maximize attention span, and employing a delivery method that connects the topic to their jobs (or to what they already know, in general).
Once users are equipped with the core knowledge, they will then be able to proceed independently in using the other resources that I point them to (user guides and manuals, for example).
I remember that once I was able to narrow down the single most important feature within the software that I used with my team, I placed special emphasis on it during new hire training on it as it allowed them to do their jobs better. However, I took a different approach to teaching the same feature when it came to clients, as their needs were obviously different.
I have always loved sharing things I've learned with other people, as it gives me a sense of fulfillment when people able to use such knowledge in some positive way.
Software Maintenance
Keeping things running smoothly
Processes evolve over time, and maintenance work is needed to ensure that the system reflects the most current workflows. In addition, system updates themselves may trigger a process enhancement.
Such changes can cause severe disruptions in business operations if not preempted, and so I regularly conduct health checks on the business processes built within the system to see that things are running as they should be.
With regard to any changes that may be needed, I carefully manage change by performing a thorough impact analysis and mapping a detailed course of action to minimize issues.
Whether due to business process changes or software updates, changes will need to be made over time and that requires change management skills. Among other things, I thoroughly document the current stage and make back-ups if necessary before I proceed in making changes.
While these skills are useful when working with software, I am only able to fully achieve my goals by using them along with my Interpersonal Skills and Technology Skills.
Want to know more?
You can read my blog posts on #global-mobility, check out my LinkedIn profile, send me an e-mail, download my CV, or click on the social media links below.
I'd love to hear from you! 😄