Onboarding Statuses Answered
All of our customers are on premise today and all services are delivered out of our professional services group. We have created a new CSM position within Client Success that will focus on the onboarding lifecycle of our new Saas offerings moving forward. I am looking at the following statuses; Kick Off, Discovery, Configuration, User Accepted Testing, Go Live, Onboarded.
I am curious what onboarding statuses other Totango users are using today. Thanks in advance.
@paul - We currently use two different attributes to track implementation progress. One covers Implementation Stage and the other covers Implementation Status. This allows us better granularity and flexibility for our account teams. Stage includes: Planning; Implementing; Partially Deployed; and Live. Status includes: On-Track; Delayed; At-Risk; and Completed.
We continue refining these as business requirements evolve (and our service teams are not yet in Totango, but I suspect they'd like a 3rd attribute for more detailed items like "Current Focus" with options like testing or integration, for example), but for now the various permutations of these two stage and status attributes provides us with a pretty solid high-level view of Onboarding state for our clients and allows us to more proactively address potential risks.
Paul, that's a great question and I'm hoping to see many more example that others would like to share.
Some technical products involve technical setup that usually has stages of technical design, technical implementation, and technical acceptance as well.
Great question! Depending on your use case, some other statuses you might want to consider would be Integration (which may be different from configuration) or data model.
We're in the process of setting up something similar to Sean's example. A lifecycle stage that's relevant to our non-CSM/Onboarders (i.e. Onboarding vs. sales vs. active) as well as what particular technical stage they're at in Onboarding (kickoff -> initial config -> data import -> etc).
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