As we all know, with the state of the world today, the choice between onsite at-the-elbow (ATE) go-live support or virtual go-live support is not an easy decision. With travel restrictions and other factors out of our control, it makes onsite ATE support a little more difficult these days. Even though the traditional model of onsite ATE support is a tried and true model, there are benefits to virtual go-live support.
Measurable data - With an onsite go-live, it is nearly impossible to gather information on how many questions are answered by ATE support. With a virtual support model, all incoming calls can be used to collect data and help drive decisions. Trends can be found and targeted much quicker and proactive resolutions can be implemented versus being reactive.
Cost savings - A virtual model will eliminate travel expenses and can save a considerable amount of funds in your budget. An unplanned cost savings is the increased consumption of paper goods and the like. Since there won't be additional people onsite, you won’t need to stock up on toilet paper, paper towels, and the like. With the way the past year has gone, this is a good thing!
Efficiency - In a virtual support model, at the elbow (ATE) support is always at an end user's fingertips. There is no need to wait for someone to assist you. The end user can reach out for support and get the expertise needed in moments. This can also lead to quicker adoption of the system.
Super Users - Although virtual go-live support is just a call away, this is a great opportunity for super users to shine and be the first line of support. Having this group of users helping their peers can also lead to quicker adoption of the system.
24-hour ATE support - With a virtual model, it is easier than ever to ensure 24-hour support. With an onsite go-live, there are logistical and scheduling considerations for all onsite support. With virtual go-live support, we can leverage ATE resources across the country to provide support from different time zones to help alleviate the overnight stress.
With all of that said, communication is the key to a virtual go-live support model. Reinforcing the decision to go with a virtual model for ATE support will\ increase the success of this model. By discussing the model with leadership and end users at the end of training classes, in town halls, and various other communication avenues we can learn and adjust as we move forward. Frequently publicizing virtual ATE support information through posters, pocket cards, and other communication avenues early and often will help to spread the word. The more leadership and end users that are aware and prepared for a virtual support model, the smoother go-live support will be.
Either way you go, onsite or virtual go-live support, your end users will be successful.