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Frequently asked questions
Who is responsible for leading the review of KPIs monthly, quarterly, and annually?
Assign a dedicated lead or governance group to monitor KPIs regularly. This ensures performance is tracked, issues are addressed promptly, and benefits are realised over time.
Who will review the system against contract and KPIs?
Typically, this involves the project sponsor, procurement, and operational leads. Regular reviews ensure contractual obligations and performance targets are met.
Have you engaged with the vendor’s Solutions or Customer Success team?
Yes, engaging early ensures expert guidance for optimisation, training refreshers, and continuous improvement. These teams help you maximize ROI and adapt the system as needs evolve.
How do we ensure the system continues to deliver value after go-live?
Set a blueprint for follow-up reviews against the agreed “to-be” process map. Monitor KPIs, gather feedback, and work with the vendor to refine workflows and unlock additional efficiencies.
What should we expect from ongoing support?
Support should be ticketed, UK-based, and backed by strong reviews. Ensure the vendor offers defined SLAs based on issue severity, so critical problems are resolved quickly and service remains reliable.
Why are SLAs important for support?
SLAs provide clear expectations for response and resolution times. They protect operational continuity and ensure accountability from the vendor.
If you didn’t find the answer you were looking for, our team will always be happy to help. Please contact us.
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