BizTalk consulting firms can increase their profitability and customer satisfaction by addressing a recurring problem that I see in BizTalk space. There is a mismatch between the end clients’ price appetite for EDI support services and the consulting firms’ cost of maintaining 24/7 EDI support services.
The guide includes:
Customer price appetite vs. SLA expectations
How to find resources who work when you don’t?
Which tools to use for delivering proactive support?
- Reactive monitoring
- Proactive monitoring
- Some tactical steps
How to manage knowledge transfer in EDI/BizTalk support projects?
- How to train new engineers?
- On-boarding and off-boarding
- Resource retention
- How to draft a career path to keep resources motivated?
- Which incentives to offer?
- Nurture them
- Shift coordination & social life
Legal issues
Document availability
System access
Culture issues
Wrapping it up….know how to leverage your and your offsite partners’ strengths to make EDI support more profitable
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