Is there a better approach than developing standardized introductory processes that match our products and can be used to introduce them?
On this account we have for several years been working on the basis of a structured approach which is divided into four main sections:
> planned and organized handling
> securing operational readiness in terms of technique
> securing operational readiness in terms of professionalism
> inspection and approval of functionality as a whole
The realization will be operated by employees who hold qualifications needed and are used to working within an interdisciplinary team. Project managers are well experienced colleagues who have very good social skill alongside to their organizationally abilities and the necessary technical qualifications needed within the payment transactions.
From requirement to approval
The following chart illustrates how GEVA uses to proceed when introducing a product. Right from the start our focus lies in recording meticulously, discussing and defining each requirement as this is basic condition to perform correctly. As demonstrated in the chart, each position is described as well as prioritized and recorded in accordance with its approval relevance. This procedure is favorable to the customer due to the given transparency on each single requirement and realization.
The approval record worked out as demonstrated below is important to us as well as to the customer's project manager because it summarizes the overall aim including every interim aim of the process.
The customer's concerns are always in focus of the product introduction of course.
There is a never ending complexity as well as a lack of transparency among the IT environments and business processes going on. Even payment transactions operations are involved. After a technical implementation into an existing infrastructure, every component has to be configured correctly and tested afterwards. If the customer wishes for support, we also provide assistance in miscellaneous test procedures such as creating the concept, description of the test procedure or the test itself.
Our training measures are provided with information for, administrators and operators. They are tailored for each customer to train them in their special fields.
Step by step all members of customer's project teams will be familiarized with the functions of our application by taking over responsible tasks of their own.
This is of course not enough. That is why we usually develop individual training material according to the standard application and including individualized requirements of the customer.
To gain the most success out of the training, it should take place at the customer's company. We always look forward to do another training session to keep the customer up to date concerning changes within the payment transactions - that mean changesin our application as well - not only in the introduction stage.
Support is universally defined as consulting service. According to GEVA, support is the rapid and qualified technical support as well as customer service when dealing with difficult issues or requests.
Our 1st level support (helpdesk) is primary contact point for any incoming error reports of productive systems. If necessary, the support team can count on their colleagues from the consulting or developing sector (2nd/3rd level support).
Core tasks of our support team are the following operations:
> elimination of errors within the production surrounding of our customers
> Maintenance of our customers' systems
> supporting introduction as well as migration projects
The team is very familiar with our applications. To improve and deepen their knowledge on customer specific reality, we train them on a regular basis. For this reason, our support team is able to solve incoming problems rapidly and competent.
When starting the system operation GEVA places a technical infrastructure as well as any software component needed for the customer's transactions at his disposal. To secure a technically correct processing and the keeping of audit-relevant guidelines, a joint approval of the overall system will take place in the run-up. This operational system implies several different performance levels (service level agreement - SLA) that can be concluded - from a full service downgraded to a half service.
Usually, the customers' users are seperated into administrators and special operators. Administrators allocate user profiles and manage all access accounts. This guarantees no unauthorized access to the data, as even within the ASP operating system neither GEVA nor the infrastructure's operator is able to access accounts or any other customer relevant data (passwords are deposited in codes)
GEVA and her IT partner synaix have to assure a technical and professional operational system as their core mission.
Moreover, GEVA provides a qualified support hotline and a helpdesk to answer technical requests. Thus, the special department can be rest assured of a qualified support in ASP operational any time.
The chart below shows some of our services. Basically, we can process every service ordered when introducing the product and our application will be handed over to our customer ready for operation.