Configuration and Integration Services

How does implementation differ from enablement?

Implementation guides you through the entire process and involves the actual setup of your CastleHill system. It also makes sure your CastleHill system is ready to go live based on your customizations. Enablement means you’ll have a CastleHill resource available for on-site assistance. Their job is to make sure you have a successful deployment, and your team is well prepared to use your CastleHill system going forward.

When can I go live?

We’ll work with you to determine the best time to go live in your environment – normally your new CastleHill system will be live within 45-60 days. If you need a faster implementation, we also offer expedited deployments.

What comes included in the implementation fee?

We have a variety of different implementation packages to fit your needs.

  • A dedicated implementation consultant who will walk you through the requirement gathering, configuration, and testing processes to ensure your application is created with supportability and sustainability in mind.
  • Web-based coaching for training your agents, including a live Q&A to answer your team’s questions.
  • Configuration and customization of your initial set-up.
  • On-site education, if needed.
  • An on-site member of our enablement team to handle deployment details.

What if the scope changes during our implementation?

We just assume it will.  In most cases, minor course corrections and the addition of platform features or integrated functions can be accommodated fluidly. In those cases where scope changes and integration paths fundamentally change the target state agreement or project tempo, change orders can be initiated to cover cost and resources tied to the new requirements.

What options do you have for end-user training of the solution?

We have many options available, ranging from web-based conferencing and seminars to in-person or shoulder-to-shoulder sessions at your facility. Remember that enablement is a huge part of the services we provide. We want you to be successful, and we ensure stakeholders and internal resources are kept up to speed during the entire project lifecycle, not just as we near completion.

Who is the main point of contact for questions during the different implementation and integration phases?

You’ll have a dedicated implementation team with a principal team lead who will be your main point of contact throughout the project. We also have customer care and customer success teams that can assist you throughout the engagement.

Who is my main point of contact after we go live?

Our customer care team is available 24/7/365. We also have options for using dedicated customer success managers. No matter which options you choose, you’ll be supported by a superior team of professionals.

How do I monitor the progress of our implementation or integration engagement?

We’ll set up key milestones, so you can keep tabs on progress as we go. Weekly status meetings with your project team will be used to review the project plan, identify what’s good, what needs to improve and progress towards the milestones. Our project teams are both professional and transparent. Stakeholders will always know where they stand in the project lifecycle.

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