Building a Successful Delivery Team for Customer Success

Samisa AbeysingheVP – Delivery

WSO2

Support

Services

Delivery

Focus: Customer Success

Get them into production!

Production?

Meaningful use of WSO2 products for business use cases

Challenges

• When in production?– Waterfall vs agile– Analysis paralysis – Iterative architecture– First things first

Figure out how the business can

make use of it in an incremental manner

over time

Engagement Model

• Figuring out the right model is key

• Start with the architecture• Engage with services • Extend help with support

QSP Services Support

Your Team

• Architects • Delivery Managers • Technology Area Specialists • Product Specialists • QA • DevOps • Tech Content

Train Your Team 1 of 4

• Architects • Solution architecture design • Product mappings• Patterns and best practices

• Delivery Managers • Requirements, change, schedule management • Dependency management

• Upstream: ports, instances, patches• Downstream: UAT, User app

• Expectations management

Train Your Team 2 of 4

• Technology Area Specialists • Breadth of the technology focus area • Key technologies, alternatives and what to use when • Integration points

• Product Specialists • What the product does, inside out • How to use the product• How to develop on top of the products• How to extend the product using extension points • How to debug the product

Train Your Team 3 of 4

• QA • Requirements and use cases• Test plan• Test results

• DevOps • Deployment patterns and best practices • Deployment automation • Toolset used • Collaboration

Train Your Team 4 of 4

• Tech Content • Requirements, test plan, test results, UAT • Deployment• Unify terminology across teams

Rigor

• Do we really need all of these? All these roles? –Depends on the scale and budget of the project

–But some things cannot be overlooked or taken for granted

• Think of all roles at early stage–For example, the test plan should be in place from day one

• Go case by case

• Review early, review often –Course corrections need to happen from day one

•Not only in last month or last week

Streamline Everything

Requirements Schedule Test Plan Test Results UAT

There is More

• When it is done, it is NOT DONE-DONE ☹

• After the project is done, what about –Solution specific bugs & change requests

–User questions

• Application Support & Warranty

• The need for a phase 2 or version 2 of the solution–More money and more time

•Customers may not like it

•But set the expectations right

Thank You!