Tips for a Smooth LightLink Installation
Technical project managers (TPMs) in Inova’s Client Services department are charged with the task of making every effort to transition the pre-installed client into our family of LightLink users as smooth as possible. Working closely with the account manager and our sales engineering department, the ultimate goal for the TPM team is to gather as much information as required before the actual installation process begins. That information will keep the project moving along making all involved happy campers.
Information gathering and preparation are so important that they belong at the top of the list. The technical process begins during the pre-sales conference call held with the sales engineering team. This is the point where everyone with knowledge of the client’s expectations should be involved. What data is the client looking to display? What will the system be used for? What data sources will be used? All are basic questions which should be addressed at this time. What about network restrictions and multicast issues? Will the LightLink system be installed at different physical locations, and if so are there firewalls or router restrictions in place?
The client’s network people are also vital in securing a solid install process. If an Automatic Call Distributor (ACD) is being used, a person with knowledge of that system should be on that call also. Again, the goal of this initial call is to gather as much pre-installation information as possible. Once that info is collected by the sales engineer, it is placed in a Statement of Work (SOW) and assigned to a TPM who will actually handle the installation.
When the TPM is handed a new project and after reviewing the SOW, they will arrange a conference call with the client project manager to cover any missing details and to be introduced to the actual people they will be working with. Also during this call, the TPM will review the SOW with the client and answer any outstanding questions. Once all the hardware is in place and the installation has begun, it is important to have someone available on the client side that can get issues resolved as quickly as possible. Of course, there may be unforeseen problems that pop up, but the focus should always remain on dealing with and resolving those problems as quickly as possible.
Once the installation process has ended or is nearing completion, training should be discussed. Is it on-site or remote training? Who will be involved and what is their availability? Messaging also needs to be touched on. Will they create their own messages (or views) after training or are they expecting the TPM to complete that task? Expectations are so important since no one wants to be trained on a component of the system that isn’t applicable to their needs. At the same time, realistic goals need to be set within the time frame allowed.
If you are in the market for a LightLink product, whether it be a new installation or an upgrade, following these tips will place you in position for a smooth LightLink installation.