Who is the service road for?

As a key decision-maker in a large organization or one unique operational processes, I need an EAM/CMMS solution that not only delivers its core functionality but also adapts to our complex, unique business requirements and growth trajectory, ensuring a seamless transition and integration with minimal disruption to our operations.

To this end, I expect that I can update my EAM/CMMS solution on my schedule to ensure that I have sufficient time to:

Perform an in-depth validation of the application, ensuring that it complies with or can be easily adapted to my company’s workflows.
Familiarize my team and myself with any new features the application provides through both thorough documentation and training sessions.
Evaluate, propose, implement, and test new feature requests and change orders that are required to adapt the application to my company’s workflows.

As a key decision-maker, I also need to minimize change and ensure product reliability to have an EAM/CMMS system that I can trust and that my company can depend on.

As a BC on-premise customer, I understand I will be required to use the service road due to technological limitations.

In-depth Validation Process

Overall Objective: As a Compliance Officer at a large corporation, I need to ensure that any new SaaS product we adopt complies with our stringent internal and external regulatory standards before full-scale implementation.

As a Compliance Officer,
- I want to conduct an in-depth validation of the SaaS product to ensure it meets our regulatory requirements.
- I need to collaborate closely with the product team to understand and test the product's compliance features.
- I expect to have a clear communication channel with the product team for any queries or further explanations needed during the validation process.
- I would like to have access to a sandbox environment where I can safely test the product without affecting our live data or operations.

Custom Training Programs

Overall Objective: As an Operations Manager in a company with unique, legacy processes, I need to ensure that my team can seamlessly integrate the new SaaS product into our existing workflows without significant downtime or productivity loss.

As an Operations Manager,
- I want to work with the SaaS provider to develop a training program tailored to our specific operational needs and existing processes.
- I need the training materials to be available in various formats (videos, documents, live sessions) to cater to the different learning preferences of my team.
- I expect the training to include hands-on sessions where my team can practice using the product in scenarios that mirror our day-to-day operations.
- I would like ongoing support and refresher training sessions as part of the onboarding package to ensure my team fully adapts to the product.

Special Feature Requests

Overall Objective: As an IT Director at a large enterprise, I often encounter unique business challenges that require custom solutions. I need our SaaS providers to be flexible and responsive to our special feature requests to ensure their product aligns with our business goals and processes.

As an IT Director,
- I want to be able to submit and discuss special feature requests directly with the product team.
- I need a transparent and predictable process for how these requests are evaluated, developed, and implemented.
- I expect regular updates on the progress of our requested features, including any challenges or adjustments to timelines.
- I would like the product to be modular or flexible enough to accommodate customizations without disrupting the core functionality or causing significant delays.