It should come as no surprise that a lot will change- both internally and externally- after you launch a new technology. Internal processes and priorities will shift to address new technology capabilities. External customer experiences will be revamped and improved.
The months following the go-live date will likely entail fixing small details and upgrading additional capabilities that weren’t included in the initial implementation. It’s common for smaller items to be de-prioritized on the path to launch, but business teams will have to address these items further down the line. Launching a new technology is a journey with many milestones, but it’s also an ongoing process. Customer expectations change constantly and so do the various technologies that experience management and commerce platforms are integrated with. It’s important for businesses to have a reliable team in place that can help respond to these evolutions quickly and effectively to keep your company on its A-game.
If you’ve recently launched a new technology – or you’re planning to do so – take note of common post-launch support needs and have a plan in place to address these possible bumps in the road. What to expect changes based on the type of platform you’ve launched. Each technology will have its own obstacles and updates needed to keep it functioning smoothly. Here’s a typical timeline of support needs for commerce platforms:
- Months 1-2 post-launch: Common difficulties include log-ins, user management and minor styling defects that had been de-prioritized during launch. There are often many different types of use cases that even clients are unaware of when creating their commerce platform. These often surface right after launch and need immediate support to help ensure all customers are able to have a good user experience and can successfully log-in and place orders.
- Months 3-4 post-launch: Support is usually needed around order processing, ERP integration, payment processor integration, and updates to product information. At this point, the Avionos Operate Managed Services team typically conducts a deep dive into analytics to shed light on any early user pain-points and trends and address them accordingly.
- Months 5-6+ post-launch: We start getting enhancement related support requests especially if we have strong analytics which inform us on where the business needs to improve the customer experience or create new functionality to meet a previously unknown customer need. From there, we will create a plan to implement those enhancements.
For experience management platforms, the post-launch needs differ:
- Months 1-2 post-launch: Needs are similar to that of a commerce portal. Attention is needed for user log-ins, user management and cosmetic preferences.
- Months 3-4 post-launch: We’ll begin rollout of the foundational US site to global regions, which brings support needs around multi-site configurations and translations. Our team will work to solve any inconsistencies and technical problems with configurations.
- Months 5-6+ post-launch: The focus will shift to enhancements to forms, new content layouts and unmet customer needs. We’ll look into analytics to see where and why customers are abandoning the site page and process. We will also look into personalization algorithms and content strategy to ensure the customer experience is exceeding expectations every step of the way.
Regardless of the minor technical issues that come up, when you sign up for our Avionos Operate service, you’ll have a dedicated and experiences team of experts helping you every step of the way. To learn more about Avionos Operate, click here.