Bridge Self-Support and Self-Service - Oceanwide€¦ · Bridge Self-Support and Self-Service ... management, reference data ... Business User Customer Bridge Team Oceanwide Bridge

© 2015 Oceanwide, Inc.

Bridge Self-Support and

Self-Service

Creating a Self-Service Team


Chris Sawyer is the Founder of Premium Consulting.

Premium Consulting provides vendor and software

evaluation, selection and implementation services to mid-

market property and casualty insurance carriers.

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Guest Presenter

© 2015 Oceanwide, Inc. 3

Ready to Start

YES! We’ve bought this great system that will

finally allow US to become Masters of Our Destiny … now what?


Self-service is enablement.

1. Independent product configuration

2. Administration of the system

User access/security, configuration change

management, reference data, integration

processes & maintenance

3. Independent product maintenance

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Self-Service Definition


Beat the competition, but do it while

controlling scope, schedule & cost.

Self-service provides for:

Reduction/control over professional service costs

Speed to market with new products and changes

Empowerment of and inspiration for business

users

Mechanism to achieve high customer satisfaction

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The Business Drivers


Key Steps to Bridge Self-Service Success

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Steps to Bridge Self-Service

Acquire Bridge

Identify the

Team

Start & Stay

Active

Become Experts

Lead Refine Skills


Bridge expertise is built through consistent

interaction with the product.

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What Does This Really Mean

Work with OW to deliver: • Product 1 Learn the ropes

Identify the

Team

Start & Stay Active

Acquire Bridge

Refine Skills Lead Become Experts

Work with OW while taking larger responsibility to deliver: • Products 2 & 3 • Medium-High

complexity: Enhancements Defects

Lead low complexity: Enhancements Standard Defects

Lead deliveries while consulting with OW on complex concepts for: • Products • Enhancements • Defects

Take Charge!

BU Basic Configuration BU Admin BU Advanced Configuration

BU Solution Architect


• Experience often drives timeline to competency

Senior BA’s with experience are quicker to engage and be productive

Inexperienced resources are cheaper, but take longer to become competent

Re-purposing of existing staff can be challenging and needs to be monitored

• A good mix of experience levels leads to a diverse and cost effective staff

• Developing a solid plan to staffing, and be diligent and disciplined on execution

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Timeline Influencers


Ultimately successful Self-Service

implementation comes down to

Process, People, and Training

• Success and Failure stories

– Failure - Long term projects can have

negative impact on operational budgets

– Success – Opportunity to reverse

discretionary vs. non-discretionary spend

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In Reality


Consistent delivery execution

• The OW teams know it & deliver it … everyday.

• Use the Oceanwide Bridge Teams until you are

ready.

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Drill Down: Process

Co Lead

Co Lead

You Lead

OW Assist

OW Lead OW Lead

You Assist You Lead


‘You Lead – OW Assist’ Model

Customer Business Unit

Customer Self-Service Team

Oceanwide Relationship Support

Business User Customer Bridge Team Oceanwide Bridge Team

Requirements Review Requirements

Review Proposed Solution + Sign Off

Solution Document

Bridge Configuration

QA/UAT Audit/Verification Test

Approve Solution

Business User / Analyst

Production

Configuration Support

?


Education

The right people are key.

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Drill Down: People

Work Experience

Skills

As part of the candidate finalization:

General Reasoning Test

&

Interactive scenario test

• Engineering • Computer science • General science

• Strong Excel/Analysis • Understanding of software

dev cycle • Strong communications –

verbally & written • Requirements gathering &

solution design

• Business analyst • Desire to become a

Product Owner


Drill Down: Training

• Bridge and Implementation Process Overview

• Configuration training, exercises and quizzes

Advanced Configuration

Solution Architect

Configuration Basics

• Solution Design • Integration

Create Basic Fields, Panels, Screens and Workflows

Configure Basic Screens and Workflows

Creation of basic triggers, validations, behaviors and overrides

Create and configure Documents and emails

Play key role on implementation project

o Lead preparation for requirements gathering

o Present solution design to stakeholders

o Identify project resources and risks

Configure complex triggers

Configure rating

Perform configuration troubleshooting

Lead requirements gathering

Perform Solution Design including integration

Lead configuration planning and team

Advanced Troubleshooting

• 6-step implementation process with reduced scope

• Certification exam


Manage roles

Create and Manage Users

Create and Maintain Portals

Control change management process

Understand reporting tools

Manage troubleshooting and escalation

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Drill Down: Training

Project Manager

Report Designer

System Administrator

Business User

• Product maintenance • Management reports

Establish project plan based on project requirements

Allocate the right resources to project tasks

Project Tracking

Project team Communications

Get data out of Bridge grids and analyze system data

Run standard Cognos Reports

Cognos Query Studio training

Configure and integrate with Smartview

DataSync training

Maintain rates

Maintain underwriting rules

Maintain lookup tables

Configure Smartview

Manage Portals, branding and content

Grid Personalization

• Administration • Maintenance • Reporting

• Project implementation management

• Operational reports • Cognos Reports • Dashboards


Self-Service is more than product expertise.

• Identify early on the mix of Self-Service offerings you would like to support:

– Customer Support management

– Product management

• Customer Support considerations:

– Who clients call for assistance

– What complexity level of support do you want your organization to handle

• Have separate teams/resources for support vs. implementation

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End User Support Considerations


The journey to Self-Service enablement can

have unexpected pitfalls … leverage

Oceanwide to maintain service continuity.

• Oceanwide’s Implementation, Relationship and

Solutions Analyst teams

• Customer community

• Supporting for your success.

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Back-Up Plan


Q & A