Our Approach to Your Customer Success Journey

At Epoch Solutions Group, we are here for you from start to finish. Our Professional Services Team works alongside you to understand your business goals and requirements, develop a solution, and ensure a successful implementation. Our team will see you through the full lifecycle journey.

Our project implementation methodology is reinforced by these principles:

    • A best practice, business process-driven approach that enables measurement and tracking of key field service performance metrics.
    • A tailored implementation approach that balances size and complexity to reduce risk.
    • A foundation philosophy that allows room to grow as your business evolves.
    • A focus on maximizing your return on investment and lowering your total cost of ownership.

Our implementation processes are scalable from small companies to large enterprises, encompassing both internal service technicians and external contractors. Together with our certified implementation partners, our Professional Services team has deployed EpochField to hundreds of customers across industries across North America. We support you through every stage of your service journey, including program governance, change management, implementation, integration, and education.

Your Customer Journey Starts Here

Plan

The first interaction between the customer and our Epoch Professional Services sets the tone for the success of the project. In this stage, we introduce our methodology, communication, and education plans, and establish the project governance structure. Key activities include an onsite discovery session, solution and release planning, and the business requirements signoff. The outcome is mutual alignment around requirements and metrics for success

  • Create governance structure and adoption strategies.
  • Align on business requirements.
  • Plan solution and sprint releases.

Build

Using the release point framework and sprint cycles of the solution and release plan, Epoch Solutions Group begins requirement-specific configuration with the goal of demonstrating value quickly. Customers have the opportunity to begin testing and prepare for User Acceptance Testing in the next stage. Important outcomes include feature acceptance signoff and validation of the end-user training materials.

  • Configure and conduct validation reviews of application.
  • Refine adoption strategies.
  • Finalize test and training plans.

Rollout

Any successful rollout depends on thorough testing and training. This stage focuses on User Acceptance Training, System Integration Testing (as required), and end-user training. These lead to a finalized cut-over plan; migration to the production environment; and technical and business go-lives. Clients are introduced to Customer Support and Account Management contacts responsible for ongoing Epoch Solutions Group support.

  • Conduct readiness assessment and test the application.
  • Conduct user acceptance sessions.

Adopt

At Epoch Solutions Group, being “customer-obsessed” means being committed to ongoing adoption and success from using our solution. In this stage we conduct a project retrospective, review the change management plan, and establish how success metrics will be tracked. The Customer Account Management team closes out the stage with a review of ongoing engagements.

  • Host user feedback session using quantitative metrics.
  • Review project success metrics.
  • Develop “go forward” strategy.

Value Gain & Expand

To ensure our solution’s value continues to grow for our customers, Epoch Professional Services monitors for opportunities to optimize. We also review the effectiveness of the Build, Rollout, and Adopt stages; explore opportunities arising from new functionality, and support deployment expansion into existing and new geographies.

  • Evaluate opportunities to optimize solution.
  • Review effectiveness of prior stages.
  • Plan solution and sprint releases.
  • Assess potential of new functionality and capabilities.