Pre- and Post-migration User Support

Any IT project is only as successful as the end users perceive it to be.  Thorough end user support before, during, and after a migration or deployment project can help establish a positive perception of your initiatives early in the effort.  Migration and deployment projects, however, can create support requirements that might exceed your existing support team’s ability to meet end user needs.

Through our experience with various IT rollouts, we have created a support model that includes supplemental deployment coordination and support services.  We call this team our “SWAT Team.”  The SWAT team provides services including:

“The pre- and post-user migration support that Trillium’s SWAT team provided was invaluable for maintaining Business Unit support of the project. The team worked with each associate to ensure comfort with the new environment and address any problems or issues that arose.”

Frank Russell Company

• Pre-migration “handshakes” during which support staff introduces the role of the support team, reviews the project components, and helps prepare the user for the migration or deployment of the new technology.
• Post-migration support, during which support staff validates that each end user was successfully migrated and all post-migration questions have been answered.
• Communication with project team members to identify and correct known issues.
• Continued interaction with in-house support teams to ensure knowledge transfer throughout the project.

SWAT team members can also attend deployment meetings, initiate Help Tickets on behalf of end users, and provide periodic “walk-through” support after migration to ensure issues are resolved.