Challenges
- Improve customer service and business scalability on a new SaaS data management platform
- Reduce onboarding time
- Improve incident resolution
- Implement rapidly provisionable SaaS solution that meets high-performance SLAs
Solutions
- Created framework to streamline SaaS onboarding experience
- Assessed current state of business processes
- Identified gaps
- Outlined transition plan
- Reviewed existing IT architecture to ensure required SLAs were being met
Results
- Realigned business operations to fully leverage SaaS
- Improved customer experience and usability of applications
- Enhanced internal usability
- Comprehensive SaaS roadmap defining ongoing process improvement goals