Preparation
Management and Implementation Planning
The Client Services team develops a project plan in conjunction with the client project manager to ensure that each phase of the implementation process is completed in the appropriate and realistic timeframe, and within budget. The Project Plan outlines the resource requirements, change management processes and timeframe for each stage of the project, and focuses on the standardisation and harmonisation of business processes.
Pre-Rollout
System Mapping
During onsite workshops our Business Consultants work with your business team to interpret and translate business requirements into the appropriate configuration specification. System Mapping involves consultation and requirements definition, ensuring that the flexibility and broad functionality of the Emex system is tailored to meet your needs. Following this stage a reliable foundation is set providing optimal performance once installed, integrating seamlessly with your existing infrastructure and facilitating the ongoing development of best practise.
Data Migration and Third Party Integration
Emex provides a full end-to-end data migration service using a customised migration tool ensuring data from existing paper based and legacy systems is loaded onto the system in a timely manner. The Emex platform has advanced integration capabilities and can be integrated with other ERP systems thus ensuring key data is shared and made available across the organisation moving the client towards an enterprise risk & compliance management system.
Configuration and Installation
Functionality throughout the system is customised to meet your unique business requirements, as identified during System Mapping. During Configuration Automated Workflow and System Tasks are configured, and reporting needs are addressed through bespoke Report configuration. Users and User Groups are assigned access privileges as necessary, and the hierarchical structure of your organisation is mapped into the back-end of the system.
Quality Assurance and System Verification
Data and functionality within the system undergoes rigorous Quality Assurance testing, to ensure the platform delivers desired results.
Rollout
Training and Hands-On Practise
The training schedule is drawn up during the Project Planning stage, to ensure that the configured system is rolled out and is in use as soon as possible. Users are trained onsite in our clients’ offices or at Emex training centres. Super Users who manage report generation and user access privileges are given advanced training, while large organisations have the option to partake in Train the Trainer training, to achieve faster implementation of the system on a global basis.
Customer Service and Technical Support
Emex provides ongoing customer service and Technical Support – online and via the helpdesk. On-Site visits are offered as part of Customer Service, with Emex committed to respond within 24 hours for emergency on-site visits. Bug fixes are provided via web download or on CD, and software upgrades are carried out by CD or during a Tech Support site visit.
Post-Rollout
Client Account Management
Because every implementation is different and each client can experience different teething problems during rollout each account is assigned an Account Manager who liaises with the client on an ongoing basis. This ensures that the client has a single point of contact and is dealt with in a personalized manner by someone who is fully familiar with your individual processes in place. The Account manager works as part of the client Project Team to make certain a smooth implementation process is achieved and plan periodic customer Project Reviews - ensuring ongoing problem identification and prompt problem solution.
Client Feedback Workshops
The Account Manager, in conjunction with the Client Services team, logs feedback and requests from clients both on an ad hoc and structured basis, ensuring that use of the system is at the optimal level and that any new requirements are answered in future upgrades. This relationship of Customer Driven Development ensures that our clients’ needs are met, while also making sure that the Emex solution grows with your business, evolving and adapting to changes in sector-specific legislation and international standards of best practice.
