Few weeks back a friend have asked me for the best
method to build an integration team in his start-up. A team that will be
responsible for the implementation of their product into the customer's
network.
In my opinion calling such function as
"integration" will be aiming low, as it will force the team to focus
only on such activities, with minimal value added to the company. I suggested to
call it "Professional Services" in order not to limit the team's
activity to narrow aspects of integrating a system into network, and being able
to offer additional paid services such as network audit and optimization,
training etc. Having a professional services team will contribute the company
to position their customer facing activity with "customer success" approach.
I therefore suggested the following plan…
The below three steps methodology is not
new, but I still see it relevant for implementation, especially when a product
company makes the decision to move from basic product support services to more
solution-oriented services, and in that aspect, it is the integration services
that my frieand's start-up looks to provide.
Of course each phase has its unique challenges
and priorities that will be handled in due time.
First phase: Recognize when the company begins to offer implementation
services. This phase occurs when a product company first makes the decision
to offer services beyond basic support services. In this phase, the product
company is willing to take on more responsibility for the overall success of a
customer project. This typically means a willingness to manage the successful
implementation of products from other companies if required.
Products of this phase: HLD, LLD, limited ATP and Basic operations
training
Second phase: The integration services phase starts when one realizes that
some critical components are required to glue together a customer solution, and
these components don't exist. In this case there is a need to invest in
specific technical skills required to build the solution. Success in this phase
will make any vendor a critical business partner to the customer.
Products to be added at this phase: SOW, comprehensive ATP, Advanced
troubleshooting training
Third phase: offering consulting services that designed
to solve high-level business problems, where discussions regarding technology
and products are secondary.
Products to be added at this phase: Network audit, IOT
Stay tuned, checking
up with the progress.