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Customer Implementation Project Guide

Realtime Despatch Software Ltd

Document Version: 4.0.6

Document Built: 2020-10-12

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Post Launch

Post-Launch

Even heartier congratulations if you've gotten to this point! You are now officially live with OrderFlow. Of course, this may be just the end of the beginning. We will have encouraged you to keep your launch simple, but now that you are live, you may have a shopping list of things you would still like to change on the system. Now is the time to put these into practice.

projectPostLaunch

Apart of a Standard Operating Procedures (SOP) which can be helpful, the main deliverable here is a program of initiatives, based on effective mutual cooperation and long term partnership, to get OrderFlow working exactly how you need it to deliver maximum business value.

Of course, if you are happy the way OrderFlow works for you from day one, that's great too; we'll be happy to support you through whatever needs you do have going forward.

Deliverables
An SOP document
Your test OrderFlow instance(s)
A positive, ongoing, working relationship
A business running more efficiently and effectively

SOP Document

We recommend that you create a Standard Operating Procedures (SOP) document. We don't create this document as part of the project implementation, as we believe a good SOP document will embed a lot of information that is very specific to you and the people in your business, and not just the mechanics of the processes you are running. The Test Plan may be a suitable starting point for this document.

We can of course support you in the creation of this document in whatever way you see fit.

Test Instance Creation

At this stage, we will also be involved in setting up OrderFlow test environments for you, so that you can test any future bug fixes, bespoke developments or upgrades provided by us. Every customer will need to have at least one test environment. For larger, more complex environments, we recommend that you also consider a staging environment, which allows you to use the test environment for verifying more experimental changes, and the staging environment for testing upgrades.

Typically, a test instance is created by taking a copy of your live instance, then taking steps to ensure that any links to live data or systems are changed.

We will require that a test environment be commissioned (and used!) before any upgrades are applied.

Post-Launch Support

Post-launch support is covered in detail in our Customer Support Guide, however here is a summary of the key points you need to be considering as early as possible in the project:

  • For OrderFlow support, you will be using our Redmine Support System to raise support or development request tickets. Please note that only nominated users should raise tickets as we do not provide first line support to end users.
  • For issues with eCommerce or Courier systems, in the first instance it is more cost-effective for you to contact the relevant System Helpdesk. Of course, we are happy to assist in this process by providing log files or other information that might be helpful.
  • IT Infrastructure and Server support will be the responsibility of the organisation you have chosen to provide these services. If we are hosting your OrderFlow instance, then of course we will handle any issues related to the host server. However we do not provide support for any other IT issues such as network or printer problems.

Technical User Training

Some of our customers benefit from the technical user training that we offer for the more IT-literate OrderFlow users in their organisation. This could help you get the most out of OrderFlow, and may also be more cost-effective for you, in terms of support costs.

Ongoing Enhancements

We see a successful launch as just the beginning of our relationship with you. Although we aim to keep our launches simple to minimise the risk, training overhead and complexity of the implementation, we fully anticipate that you will have further requirements in the future, as you get used to OrderFlow and have a better understanding of its capabilities. The process for raising change requests is covered in our Customer Support Guide.

We will encourage you to periodically upgrade to take advantage of new OrderFlow features and, where geographical constraints allow, will visit with you at least once a year - more frequently if you prefer - to ensure you are getting the most from OrderFlow, and to make you aware of any new features that may be of use to you.