Seamless Integration: The Crucial Role of Training in the ServiceChannel Implementation Process

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Streamlined Software Implementations: Complexity to Clarity With an Expert Team: Megan Baldwin
At the heart of every successful implementation lies clear, consistent communication. It’s the key to understanding customer goals, ensuring efficiency, and driving success. In this series, we pull back the curtain on the inner workings of our expert teams. In our first interview, Senior Implementation Project Manager, Megan Baldwin, shares insights into the crucial first 60-90 days of implementation, setting the stage for what customers can expect.
The First 60 Days of Implementation
Helping the Customer Prioritize
How does ServiceChannel cater to specific business needs without resorting to heavy customization?
ServiceChannel is able to cater to specific business needs and the unique requirements of our customers because our platform is extremely configurable - and we can configure the vast majority right in our user interface. So, when a customer comes to us with specific business rules or protocols that have to remain in place with ServiceChannel, we’re able to work through that with them and configure the platform to make sure that it fits for them.
And that kind of goes back to my role in implementation, which is to make sense of customers’ needs. When they’re telling us they need X to happen, they don’t know what that means in ServiceChannel - but fortunately, we do, and we use our industry experience and deep knowledge of ServiceChannel to put two and two together to make sure that ServiceChannel can fit their requirements.
That’s a huge benefit of ServiceChannel and what makes the platform so cool and unique - there’s no need for our customers to waste time and money and resources paying for customizations within the platform. And so, as we’re working with customers throughout the implementation process and helping to set some of this up for them, we’re also showing them how this process can be managed long-term - all our customers get access to the latest and greatest because our platform is truly built for everyone versus customization per client.
Ensuring Efficiency
What strategies are in place to ensure a successful transfer of knowledge?
There’s a lot of information coming at our customers in a short period of time during implementation, and so we work cross-functionally not only with our customer and the different team members on their end but also here at ServiceChannel. We’re bringing in different team members and departments that participate in many different elements of the implementation.
And so, what’s important in my role as a project manager guiding the client through this implementation process is to make sure that what we’re doing builds off of itself. Our customers often come in with a lot of questions, and they’re excited about getting started. And so trying to give them a lot of information and just kind of a brain dump on to them of everything that there is to know about ServiceChannel - all of the options they have and all the cool features that we offer - can be a lot.
The Training Process
Navigating Change Management
How does it make you feel when you’re able to help ServiceChannel customers?
It is very rewarding to be able to help our customers and see their vision come to life with our support. To me, that is the best part of implementation, that we get to act as this medium between the customer and ServiceChannel, and we get to make it make sense for the customer.
Onboarding Service Providers
Tell us about a recent success story with onboarding a service provider.
One story comes to mind where the customer had a key service provider that was relatively small and had never used ServiceChannel before. The provider was hesitant about getting on board with our platform - the customer had sent the provider some information ahead of time, but the provider almost saw that as a sales pitch and provided a little bit of pushback.
We were able to get the provider into one of our implementation meetings to discuss some of their concerns with us, and then right away, we got them in touch with the ServiceChannel onboarding team, which does such a great job walking our providers through the benefits of using ServiceChannel.
Immediate Results
How did you get to ServiceChannel and who mentored you on your way?
Prior to ServiceChannel, I worked in what would be probably considered more of the fitness industry, or fitness and technology. I had never worked in software, but I had a great leader prior to joining ServiceChannel that really forced me outside of my comfort zone constantly - especially when it came to special projects and project management, which is what ultimately led me to ServiceChannel.
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