Client Services

Product Knowledge

The first phase in our proven implementation process is for one of our Product Knowledge Analysts to spend time with your staff to thoroughly understand your product offering and to train you to enter this data into the structure of our configurator. Our experienced staff and advanced tools help make this process simple and efficient. Our tools allow for the majority of work to be done with simple data entry. When customization is required, WTS Paradigm® will provide the resources necessary to tailor the configurator to your specific needs or train your staff to do so. After the initial product knowledge setup is completed, we can provide ongoing assistance and product knowledge updates or can train your staff on how to appropriately maintain and update your product knowledge as your product offering changes.

Project Management

Enhancing business software is a significant endeavor and without excellent project management, there is an increased risk of failure. WTS Paradigm® has proven tools, people and structure in place to ensure that projects stay on track and meet business needs and goals. Our processes ensure timely installs with high levels of quality and end user satisfaction. Some clients simply do not have the resources to provide a project manager. In that case, WTS Paradigm® has senior level Project Managers whose services can be used by the client to ensure the project stays on track. WTS Paradigm® also assigns a Project Coordinator to the project to manage the overall project communication and progress. This responsibility includes producing monthly executive summaries and having monthly calls with customer executives to discuss progress, updates, and any escalations.

Analysis and Planning

Once the Software License Agreement is signed, WTS Paradigm® will work with you to schedule separate discovery and training meetings for Product Knowledge, CenterPoint and MasterPoint. Discovery meetings are generally done at the client site to help members of the WTS Paradigm® staff understand your business and meet key people in your organization. During this phase, all functionality and standard workflows are reviewed and integration, development and business needs are evaluated in detail. This is done to gain a detailed understanding of the scope, timeline and cost of the project and to identify any critical path items or risks. This also helps us to ensure that we have a proper training and rollout strategy so your customers and end users are setup for success. Following each discovery trip, WTS Paradigm® will provide a blue print, project plan and a statement of work entailing all the work necessary to successfully complete the project.

Tools and Processes

WTS Paradigm® has developed an editor specifically for gathering data from window and door manufacturers. This simple tool can easily be trained to your staff to ensure accurate entry of product knowledge into the WTS Paradigm® applications. We have also developed a starter set of configurations, data, tools and processes to take advantage of our past experience and get you started off on the right foot.

Testing and ongoing maintenance is important to any install and the combination of the editor and our testing tools allow for quick changes and verification against testing benchmarks. Using these tools along with our proven environment strategies will help eliminate the introduction of any unforeseen issues to the system. Our AutoLoader functionality also help ensure that changes and errors are fixed rapidly as they can be pushed out to all users within minutes of being discovered.

WTS Paradigm® uses CatchAll, a web based tool, to help manage issues and communicate issues, bugs, and enhancement requests. Once an issue has been logged it is automatically assigned to WTS Paradigm® representative for review. Any issue updates are saved off to maintain history and automatic email updates are sent to the appropriate users so everyone can keep track of progress. Users can see what issues are outstanding at any time by running a report to make sure nothing falls between the cracks.

WTS Paradigm® understands that a successful project involves a partnership between organizations and as such, it is important that communication and accountability occurs at all levels to ensure we are meeting all objectives and goals. Our standard implementation process includes regular audits of our project teams and automated reports and analysis that goes to the highest levels to keep track of budgets, quality, and satisfaction. Furthermore, we audit customer progress and quality as the project progresses and all implementations will be audited by experienced WTS staff prior to any software go-live. Audit results will be reported to customer project management to ensure full transparency.

Training

WTS Paradigm® provides a range of software training tailored to your staff and your distributors and/or dealers. Training can be conducted in-house at your facility, at our training facility in Middleton, Wisconsin, or at another agreed-upon location. Training includes manuals and/or e-learning tools tailored specifically for your organization.

Go Live and Rollout

In the weeks leading up to Go Live, WTS Paradigm® Analysts work with the customer to ensure that thorough testing has been completed, issues have been addressed and all key people know how to use the software. Similarly, we will work with your staff to implement proven strategies of end user support through issue reporting and resolution, change control, and two-way communication with end users. After go-live, WTS Paradigm® will work with your staff to monitor end user happiness, system feedback, and business metrics to ensure the desired return on investment.

Software Support

WTS Paradigm® provides ongoing support to its manufacturer customers. The cost for basic services, such as prompt resolution of bugs and ongoing enhancements across purchased modules is generally covered in the support and maintenance portion of our Software Level Agreements. If a request may fall outside these boundaries, you will always receive notification and a complete work estimate for approval prior to any invoices being sent. We will be happy to provide you with references of our current customers as testimony to our competence and speed. Click here for more information on WTS Paradigm's Customer Support.