When first collaborating with our new clients, our team aims to work towards a “Go Live” that will bring more efficiency to their organization and set them up for better outcomes and shared success. For us, this starts from the very beginning, with a properly defined and executed Implementation process.
Once you have chosen to work with Multiview to implement our ERP system, the work journey to bring your month-end process to an end officially begins. However, before you kick off your implementation, it is essential to understand the process from the people who are driving it.
We sat down with Renay Hellickson, Director of Implementation Services at Multiview, to discuss the client journey. Prior to joining Multiview, Renay was the CFO for a critical access hospital that implemented the software. Renay brings a wealth of leadership experience to our clients’ implementation processes, and her passion and care for our client’s success is inspiring!
Tell us about Multiview’s implementation process.
When we get a notification of a client ready to go through the implementation process, we assign one to two people to work directly with them.
The implementation team will reach out to the client with a discovery call and then have what we call a pre-implementation call. During that process, we go over all of their businesses ‘ particulars and how they run specific operations.
The client fills out a questionnaire that helps prompt conversation, and we define all of the implementation components. Then, we develop a detailed project plan that lets everyone know their tasks during the process.
We start working on the implementation portion, and during that time, we are meeting with the client weekly.
We work through the assigned tasks to accomplish the project plan, and to do this; we also have training and testing. For us, this is a new training methodology where clients watch training videos on their own time, and then we have a testing script for them.
Then we have a one on one in-person meeting to talk through things they don’t understand. We found this hands-on approach to learning is meaningful because the client gets to interact with the product to adapt and learn the technology. So, this has been a tremendous change for us, and we see positive outcomes. Once the training and testing are finished, we “Go Live”.
Do clients continue to improve after implementation?
It’s not necessarily a predefined thing. You might have clients that go live, and all of the components that they have implemented at go live. That’s all they want; they don’t want to go any further.
Approximately, how long does the implementation process take?
It all depends on what they are implementing. It could take anywhere from four to seven months, but it really does depend on what is included.
In your opinion, what separates Multiview’s implementation team from others?
I think the sense of ownership. We approach our clients intending to share how great Multiview is, and how it can help them, how this product can improve the finance and accounting teams. The majority of our team have been in their place and understand the month-end process’s frustrations because we were accountants in an organization before coming to Multiview.
What are some of the best practices to ensure success?
Some organizations don’t have the resources and staff to dedicate to the implementation process. Do you have any recommendations for them?
When clients don’t have the people and or resources, they also don’t have the financial resources to hire someone to help. So, if we know that ahead of time, we can plan accordingly.
We can stretch the implementation process out a little bit longer. We can potentially do more for the client, but they might incur some cost associated with that, but it would be smaller than getting a consultant in. So they may say, “I am going to need help. If you’d be willing to do these tasks for me, then I can look it over, which will help save me some time.”
We don’t sell that as a service, per se, but we have had clients who have come in and said, “I don’t have the resources to do this, what can we do?”
What are some of the important milestones along the way?
What gets you the most excited about the work?
Well, I have an incredible team. I work with so many intelligent, creative people.
What are some of the new things you’re working on to better the experience?