Client Success

We’re with you all the way

When you work with us we provide dedicated support and service across the board, from planning and implementation through launch and ongoing refinement.

With lessons learned, and best practices developed over many years, our process has been designed to allow our clients to realize value as quickly and efficiently as possible.

Synchronization, planning and implementation

The right foundation for success

We work closely with your SMEs and your implementation team through the planning and implementation process, ensuring that Oversight quickly and efficiently starts seeing return on your investment.

Initiation and Planning

In the Sync stage we work with you to fully understand your systems and the unique requirements to be incorporated into the Oversight service environment.
The Oversight Client Engagement Manager (CEM) interfaces closely with you on your strategy, addresses any questions, and assumes primary responsibility for the implementation of the project.

Requirements

In depth process discussions and requirement gathering.
Oversight will provide guidance and best practice recommendations based on your individual objectives and circumstances.
In-depth discussion and review of required data formats will also occur as a part of planning. End to end data acquisition through import and validation will be discussed and steps outlined. This is a key milestone for project success and a precursor to all technical implementation activities within the project timeline.

Configuration

In the Automate stage, the Oversight service environment, based on the conjunction of best practice recommendations and of your requirements, will be developed and laid out.
Oversight will provision, configure, and test the System based on the the specifications determined during the Sync stage and captured in the requirements questionnaires and documentation

Data Acquisition

Data provided from an initial ninety-day historical data set from the source system(s) will be visually analyzed and reviewed prior to any import into the Oversight environment.

During the the Instruct stage preliminary configuration refinements and any necessary adjustments will be made to prepare for first use.

Refinement

The Oversight team will review and evaluate the new service environment, making refinement recommendations to ensure accuracy, reduce "false positive" exceptions, and better focus the analytics on your business requirements.
Refinement will occur after the production data is loaded, and require a high level of engagement and collaboration from both teams to ensure effectiveness.

Training

Oversight provides a variety of orientation and training for your project team. This includes formal training, documentation and hands-on sessions as a part of the preparation for launch and user adoption.
To optimize the success of refinement and to ensure early system operationalization and adoption, functional business leaders and owners are asked to participate in refinement session activities and training.

Go-Live

During the Launch stage Oversight will bring the system live and you will be able to begin using the service in production, with the support of the implementation team.

Hypercare

Our Hypercare stage is designed to provide you with a fully functional production environment, for a focused period of system usage, while supported and guided by the Oversight implementation team.

The objective of this stage is to fully prepare you for the successful ongoing operation of your new Oversight service.

Documentation
- Oversight will also ensure all decisions, configurations and project artifacts are documented to ensure continuity for ongoing support.
- Internal Oversight teams will align on project activities and perform an internal knowledge transfer.
Handoff
- The Oversight CEM will provide a comprehensive introduction to our rich array of resources. These include full access to our extensive Knowledge Base and Support services, offering invaluable guidance on best practices, and adeptly addressing any platform-related queries that may surface.

Post launch and ongoing deployment

Oversight isn’t just software. We are on your team for the long-haul

We believe that helping you get the results you need goes beyond configuring and implementing the system, and means that we are with you as the system, learns and grows.

Oversight is committed to ensuring your program’s success. As part of the ongoing partnership, Oversight extends access to fundamental resources to support your journey toward success. This includes access to our comprehensive Knowledge Base and Support for best practice guidance and addressing platform-related questions that may arise.

We are committed to ensuring that the Oversight solution meets your needs on an ongoing basis, and as a part of your service agreement we implement changes to configurable parameters, settings, and thresholds. Including, but not limited to:

Adding and deactivating Users and changing User Roles.
Adding or updating the dollar thresholds used by the Oversight exception types.
Updating the text of existing email templates.

If, at any point, you are looking to expand an existing implementation or for supplemental services, we will be happy to work with you to ensure success.

The most common optional and additional services include, but are not limited to:

Enabling Single Sign-On (if not enabled during initial implementation.)
Implementing additional Exception Types not enabled during initial implementation.
Additional go-live scope beyond the initial implementation (e.g., start with North America, add EMEA later).
Additional facilitated refinement sessions.
Additional live training sessions.
Additional periods of Hypercare beyond what is included as described above.
The creation and configuration of additional email templates.
General consulting and advisory services, for example, guidance on working exceptions, defining operating procedures, and general best practice advice.
Additional user licenses, above the number of licenses that are initially specified.