Power Platform Solution Architecture: Moving the customer into support

In this next post within my series on solution architecture for the Power Platform, we’ll continue on the element which talks about moving our customer into BAU and ongoing operations, focusing specifically on the support element. This post will focus specifically on the considerations… READ MORE [
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In this next post within my series on solution architecture for the Power Platform, we’ll continue on the element which talks about moving our customer into BAU and ongoing operations, focusing specifically on the support element.

This post will focus specifically on the considerations we need to make for communicating the next steps to the customer and re-shaping our communication strategy to work for support!

Recap

If you didn’t check out this last post within this series, take a look before continuing here!

Now let’s jump straight into some considerations we should be making!

Strategy

So prior to being able to sell a support contract or move a customer into support, we have to ensure that we have a support service, and our own strategy and operations defined to be able to handle support requests they raise with us. We need to be ready to communicate to the customer what we can support them with, how we will support them, different levels of support, SLAs, KPIs and everything relevant to their support package. This is super important to have in place prior to being able to offer or sell support.

Initial communication

So prior to even setting up communication channels for managing ongoing support, we’ll need to make sure we’re communicating to the customer about the next stage we’re moving into and preparing them for the operations and processes we’ll be moving to.

Consider some of the following to prepare your customer for support go-live…

  • Handbook
  • FAQs
  • Kick off meeting
  • Success Contact

Platform consideration

So, do you have a platform or website your customer can sign into to raise a support request with you. What will this process look like? Remember to consider a stage in the process with your customer for platform onboarding if you have one too!

Support reviews

It’s important that your customer feels they’re getting value from your service. Think about implementing things like periodic service reviews for this to look at reporting of the service delivered, any active priority tickets and more…

What’s coming up?

So friends, in the last couple of posts in this series we’ll focus on continuous improvement for solutions before wrapping this series up completely! 🤩

Written by
Lewis Baybutt
Microsoft Business Applications MVP • Power Platform Consultant • Blogger • Community Contributor • #CommunityRocks • #SharingIsCaring
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