In a manner similar to the feedback generated during the prototype and testing phase of the development cycle, the launch of the product will generate massive amounts of queries, questions and feature change/update requests.  The “operations” team making decisions and posting feedback to the user community needs to have tools and training on how to use the admin tools provided to support the community.  Likewise, the “help desk” or support team need to be trained on how to respond to queries and complaints and all staff members need to be trained on the system so they can advocate on behalf of the client firm in dealing with the user community.

Here again we have a key point in the development and roll-out process where an experienced program manager makes an impact….and it absolutely has to begin well before the actual launch.  Launch and Operations Support efforts are almost exclusively behind the scenes----yet have a direct and significant impact on the user’s perspective of the system deployed.

It is common to think of the project as limited to the "Development and Launch" portions of the overall effort.  But in reality, what the users see and experience with their engagement with your firm is REALLY what determines the success of the project.  And the Day-to-Day management of the project post-launch has as much or more bearing on the success of the overall effort as does the actual new development efforts. Having the right tools and reports available to support the community is ESSENTIAL to the success of this portion of the project.

Thinking ahead towards HOW the Operations team will use the systesm being deployed s a VERY IMPORTANT part of the planning as well as the on-going cmid-course orrections that every project must go through. 

At CompeteSoft we GET IT.  We have been the Operations staff for supporting a communhity online and we know the issues and shortcuts that can add significant value (or pain) to the support team.  And we make sure that the right questions are asked and the right tools are put in place during the early stages of the project.....and are modified as needed as the development and user testing indicates modifications or additions.