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Post-Implementation Review

After a client has utilised a fully customised Sunrise application for a period of time, areas may come to light that require further customisation or training. The post-implementation review (PIR) service provides Sunrise's clients with the opportunity to make such changes to the application, confident that they are undertaken in a controlled and consistent way. All changes are forwarded to our own client service desk (CSD) in order to provide qualified post- sales support.

Background

The PIR is normally scheduled to take place between one and four weeks after the system has been installed and customised. It is designed to ensure that the client's system is configured in accordance with their processes, which may have changed since the initial implementation. The document produced during the workflow and process planning stage should be used as a guide against which the system will be tested.

If there are any minor enhancements that can be made to increase the performance of the system or improve the client's workflow, they should be completed during the PIR. Any enhancements that may require extra time can be scheduled and quoted for as a follow up.

Ongoing support and maintenance procedures are reviewed to ensure the client is aware of their support agreement with Sunrise. It is also an opportunity to review the client's internal support arrangements in terms of backup, data integrity and general administration.

The PIR is also an ideal opportunity for the client to identify any additional requirements such as training or report writing.

The client can expect to receive within a few days a detailed report from the visiting consultant and a quote for any work requested.

Service Overview

The table below shows the steps that should be followed during a post implementation review.

Process area	Key topics	Deliverable/objective
Identify and classify any issues or problems.	By this stage the client should have been using the system to some extent and may have encountered some issues that they want to resolve. The consultant will obtain as much detail about the issue as possible. They will then be prioritised into enhancement requests, bugs or problems. The consultant will resolve as many of the problems as possible and document the enhancement requests and bugs so that they can be passed to the Sunrise client service desk for logging.	At the end of this stage, the consultant will have a document that can be passed to the helpdesk containing bugs and enhancement requests. All other problems should be resolved. If not, again they will be documented and a date scheduled when the consultant will return to site.
Review configuration against documentation from process and workflow planning stage.	Review: Call logging Allocation (internal and external) Labels Knowledge base Service level agreements Alerts and escalations Reports	This section of the review will ensure that the system has been configured as per the client's original specification.
Reports	The consultant will review all frequently used reports to ensure that they work correctly and to find out if there are any additional reports that the client requires.	The consultant will have checked the validity of all reports and produced a full spec for any additional reports that the client may require. This spec will then be passed to the client's account manager, together with an estimate of how long the report would take to produce. The account manager can then prepare a quote for the client.
Training	The consultant will review the training and ensure that the client is happy with any training they have received. This is an ideal opportunity to express any additional requirements.	The consultant will document and pass any additional training requirements to the account manager.
Support	The consultant will explain to the client how any future support issues will be handled by providing them with details of the Sunrise client service desk.	This will ensure that the client is aware of how to obtain support. Additionally, the consultant should provide the Sunrise client service desk with details of the client including contact names, configuration, environment and any other details that may be relevant.
Sign off	Lastly, the consultant should obtain the client's signature on a project completion form. This marks the client's acceptance and is the stage where the client is handed over from professional services to CSD and their account manager.	The project completion form is the final stage in the lifecycle of the project. It confirms the client is satisfied that all of the original criteria from the workflow and process planning stage have been met.

Code: PSPIR101

Next step
For more information and pricing on this service please contact your account manager or email enquiries@sunrisesoftware.co.uk