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The enterprise software client needed a comprehensive solution to support its website activity trending tool and its end users with program/service management and web analytics to deliver reporting, maintenance, support, deployment and enhancement services.
Wimmer leveraged a professional Senior-level program management team to create a service roadmap for the analytics service, which included project management, IT system integration and continuous software training and support.
Our team-based approach afforded the service owner a single entity to oversee maintaining and supporting existing service performance using pre-determined metrics; and implementing service improvements targeted towards improving overall user adoption of the service, with the end goal of helping users improve their sites while decreasing overall cost.
The enterprise software client needed a comprehensive solution to support its website activity trending tool and its end users with program/service management and web analytics to deliver reporting, maintenance, support, deployment and enhancement services.
The existing service owner sought a comprehensive and scalable program infrastructure to meet all current and anticipated needs that would include daily operations support and cross-functional support, as well as definition of a web analytics roadmap to address potential enhancements and improvements to the tools, business processes, and support infrastructure for end users.
We planned and implemented a robust and scalable software solution and service that fully supported the specific needs of the internal customer base. The core goal of this service was moving the existing focus on metrics towards providing a set of consistent, insightful and actionable data to improve each customer’s site.
Program management for the service included formal monthly status reviews covering service metrics, enhancement project status and service insights. Our team created a service roadmap, bore responsibility for our client’s product offerings and features releases; and served as a Tier 3 escalation point. Wimmer was also responsible for the analytics service as it related to the tenants and owners, overseeing service delivery and tenant updates; conducting end-to-end training for tenants and other users; providing data for the monthly status review; and providing overall Tier 1 and 2 support.
Wimmer leveraged a professional Senior-level team with the following technical skill sets while simultaneously working with client management to provide a flexible and nimble solution that met the unique and changing business objectives on schedule and within quality expectations, through effective:
Beyond the program manager and service manager, additional resources were phased in and out of the project as required to support current service needs. These included a software expert to support the tool upgrade; a VB/SQL reporting expert to support creation of the Dashboard; project management support to oversee all enhancement projects; content experts to support creation of training and documentation; and an analyst to manage administrative tasks, allowing the Program and Service management to function at a more strategic level.
Wimmer Solutions capitalized on its past experience in the client’s IT environment to implement a robust and scalable analytics service that fully supported the specific needs of this group’s customer base. Our team-based approach afforded the service owner a single entity to oversee and manage all aspects of the service, focused on two distinct components of customer needs: maintaining and supporting existing service performance using pre-determined metrics; and implementing service improvements targeted towards improving overall user adoption of the service, with the end goal of helping users improve their sites while decreasing overall cost.
