Scalable Software Solution

Challenge

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.

Solution

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:

• Project Management
• Business Analysis
• IT System Integration
• Business Intelligence and Reporting
• System Administration
• Database support
• Subject Matter expertise (related to SQL, WebTrends, content, web analytics

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 the creation of the Dashboard; project management support to oversee all enhancement projects; content experts to support the 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.

Innovation & Impact

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 the client and more:

• Comprehensive Support: The scalable analytics service provided robust program management, support, and enhancements, ensuring continuous improvement and high performance.
• Improved User Adoption: The focus on actionable data and consistent metrics helped users improve their sites, leading to increased adoption of the analytics service.
• Efficient Resource Allocation: The phased approach to resource deployment allowed for flexible and efficient use of technical expertise, meeting the evolving needs of the project.
• Strategic Insights: Monthly status reviews and a well-defined service roadmap provided valuable insights and guided future enhancements, aligning with the client’s business objectives.