Redefining Support and Risk Management for Professional Services Engagements

Managing appropriate levels of control and risk in consulting engagements is a balancing act, but providing this support can make or break a project. Organizations need to develop strategies for both quick response and large-scale support teams. In addition, timely communication of issues and status is a KEY to Customer Success. In the constant battle to keep management and customer support up to date, teams need tools to enable them to quickly and concisely communicate these highlights. In order to answer these concerns, Pegasystems Consulting organization has developed a multi-level toolbox including bidding and proposal development, risk management, weekly data collection process, and focused approach to direct support in partnership with the Customer Support organization. These tools range from pre-proposal assessment, bid approval, supported ongoing risk management, mobile-capable status updates, through enterprise wide reporting capabilities. This multi-level approach allows the organization to keep pace with the tremendous growth and complexity.