PMG Walks Hand-in-Hand with you to Ensure Customer Success.

 

Choosing the right partner is about experience and commitment as well as technology, and PMG offers all three. Forbes claims that 84% of companies’ digital transformation initiatives fail, but PMG delivers success by understanding how to automate previously unmanageable processes. And to leverage past successes, PMG offers customers access to key members of the company’s product and executive teams, in addition to your account team from our Customer Success organization.

Well beyond the initial implementation, PMG ensures your ongoing needs are met. You can expect regular engagement to hear about best practices, be made aware of the latest product features, and make sure you are accessing ongoing support as needed.

PMG’s U.S.-based Support team is available via support ticket or email. Following the hypercare period for your initial implementation, your delivery team will facilitate the transition to PMG Support.

At PMG, customer onboarding includes assignment of a lead PMG resource to guide your deployment. PMG works with you to establish a regular check-in cadence that ensures implementation progress is aligned with your expectations and goals.

The exact structure of your implementation team will be tailored to your needs. Whether you want to use PMG’s implementation and consulting services for the design and configuration of your solution, plan to have your own team trained to do it all in-house, or are looking for something in between, PMG works with you to assemble the right team for your project.

Whichever approach you use, PMG will advise you on solution design and help you create the just-right project plan for implementation. Your assigned implementation consultant will conduct training for your team and will be your partner throughout the implementation process, identifying and mitigating risks, helping you ensure buy-in and adoption, and supporting your ROI measurement.

Because post-deployment hypercare is an essential part of any go-live, PMG will help you design the right-sized period of stabilization support. During this period our joint delivery teams will support any solution bugs not uncovered during UAT and any other issues that may arise.

Since a software implementation should never be static, PMG will be in regular dialogue with you about your company’s strategic goals and how PMG can help achieve them. The PMG team is always available to discuss ways to deepen the value they provide.

In addition, our Customer Success team works closely with our product development team on cutting edge use cases that directly benefit our customers. PMG conducts virtual briefings and convenes Customer Councils to provide early feedback and guidance on new features. Moreover, it’s business as usual for our product developers to talk directly with customers to further understand your needs and brainstorm solutions.