Support Portal

Implementation: Steps to go live


These are the project steps we’ll take to get your Qudini project live:


Steps to go live


Item 

Required timeframe

Goals

Who might need to be involved

SaaS contract & PO

Client and Qudini dependent timescales.


Finalising a contract can take 2-4 weeks.

Once a commercial proposal has been agreed, we will send across our standard SaaS agreement for discussion.


An agreement is important because it confirms: 

  • Data processing relationship, with you as the data controller.

  • Applicable intellectual property ownership.

  • Confidentiality.

  • Liabilities.

  • SLAs.

  • Termination details.


You will also need to raise a PO for the agreed commercials.


Legal team 


Key stakeholders/budget holders 

Kick off workshop

1.5 - 2 hours

We’ll host a kick off meeting to:


Agree configuration - during the meeting we’ll start to configure your account through discussing your:

  • Customer journey settings

  • Products/services

  • SMS messaging

  • Appointment booking interface and emails

  • Join queue interface.


Agree launch plan: 

  • Which stores and when

  • Which devices they will use

  • How online bookings will work

  • QR code set-up

  • In-store signage

  • Store associate platform translation requirements


Discuss KPIs: 

  • What are the main goals?

  • How can they be measured?

  • What’s the ideal date to present them?

  • Who will sign them off?


Project stakeholders 


Some clients also include team members in:

  • Customer experience 

  • IT 

  • GDPR/legal




Account configuration 

Content shared immediately after workshop.


Account configuration completed 2-3 business days after receiving configuration document.



Stores set-up within 2-3 days of receiving store upload sheet.


After the workshop, Qudini will share your demo account with: 


  1. Account configuration spreadsheet - to enable you to tell us your required settings and customer-facing content. Once this is complete we’ll finalise your account configuration and present it for feedback and iteration.


  1. Store set-up spreadsheet - for you to provide a list of stores for us to set-up in our platform. (This can be provided after the account configuration has been finalised).


Project managers


Store teams


Marketing team (for customer-facing content)


Tech assist

We provide all the information straight after the workshop. 


Your IT team should be able to get the system working quickly.

To get Qudini enabled in your stores, your IT teams may need to: 


  • Conduct an information security (InfoSec) assessment.

  • Whitelist our application for use on your store network.

  • Deploy our mobile apps to your mobile devices (they can be deployed via an enterprise MDM or downloaded from the Apple or Google Play app stores).


Store IT team

Project deployment

As required

While your account is configured we can also advise your project team with deployment including: 


  • QR/SMS code set-up.

  • POS/signage ideas.

  • Website online bookings implementation.

Project managers 


Web team

Stores go live - with remote training 

30 - 60 minute virtual meeting.

When it’s time to go live, we’ll train your stores via a 30-60 minute virtual training workshop.


We recommend sending a store manager and a power user from each store. You may also choose to send your internal trainers so they can train further stores and provide refresher training sessions.


After the training session, we’ll send a customised training video for you to use. We can also make this accessible to your stores at any time from the ‘training” tab within our app.


Qudini is really simple to use and most stores take just 2 hours to become native with the app.


Project managers


Store managers


Store power users


Internal trainers



Post Go Live to Roll-Out



Item 

Required time frame

Goals

Who

Add new stores at any time

As required

To launch new stores simply complete the store set-up spreadsheet with the new stores and send it to your Qudini account manager along with purchase order details where appropriate.


We’ll create the store accounts and provide you with logins, join the queue and appointment booking links. 


We can provide additional virtual training workshops, or your in-house teams can train store associates. 


Project managers

Weekly calls 

15-30 minute calls every week

Your dedicated account manager and implementation manager will host 15-30 minute weekly calls for the first 2 months or so of your deployment.

Project managers


HQ reporting set-up and training 

2 days to complete after you provide the details.

Once you’ve launched Qudini in stores, we’ll set-up your appropriate head office team members and regional managers with access to our reporting dashboards and email reports.


Details of required users can be included in tab 3 of the store set-up spreadsheet. We need: names, emails, which stores they should view.


We’ll then hold a virtual meeting to present our reporting capabilities and settings to key stakeholders.


Project managers


Store managers


Store power users


Internal trainers

Custom dashboard discussion 

Your review 

Qudini can easily create custom dashboards that consolidate your preferred metrics from our extensive data suite.


Simply tell us your preferred metrics and any new ideas of graphs you’d like to see and we can create those for you.


Project managers


Key stakeholders


Business intelligence team

Support desk training 

60 minute virtual meeting 

Most clients begin to provide first line support to their stores after the first 2 months.


We’ll provide a 60 minute virtual training session to train your support desk on how to: 

  • Handle user login issues using Qudini (99% of issues).

  • Troubleshoot and triage issues. 

  • Escalate support tickets they are unable to resolve to our support desk. 

Project managers


Support team 

KPI and ROI review


During the first two months of your deployment, we provide the option to work with you to capture success results through: 


  • Your verbatim.

  • Store verbatim.

  • Customer surveys (using Qudini you can send SMS and email surveys to customers).

  • Qudini data analytics platform. 

  • Your internal tools such as footfall data, sales data, NPS data.


Results can be drawn up into a presentation that we will present to your key stakeholders. This can be used as the foundation for an internal business case in the company.





Roll-out to BAU


Item 

Required timeframe

Goals

Who might need to be involved

Regular calls 


During your roll-out, your Qudini Account Manager will hold regular calls (with your Project Manager joining as needed) to discuss: 

  • Reporting needs.

  • Configuration change needs.

  • Solutions to any customer journey or usage issues.

Project stakeholders

Steerco sessions 

60 minute virtual meeting 

Once your project is in BAU, your dedicated Qudini account manager will hold appropriate Steerco sessions to discuss: 


  • An update on Qudini and our most recent projects.

  • Project status: positive results and any challenges to resolve.

  • Qudini’s service performance.

  • Qudini’s latest features and upcoming road map.

  • You feature ideas and needs.

  • Your analytics needs.

  • New project opportunities.

  • And any other items you wish to add to the agenda.

Project managers


Support team 



Launching a new market


If you are using Qudini across multiple markets, the steps to add Qudini in a new market are simple and can be viewed here. Implementation: Steps to launch a new market


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