Engagement Models

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Effective Models to Increase Customer Engagement

Today’s businesses rely extensively on digitalization to help them reach their long-term objectives. They work with Managed Service Providers (MSPs) in the process of digital transformation to make sure they can adapt to changes rapidly, achieve their transformation goals successfully, and provide creative solutions. MSPs are now using automation driven by AI to speed up service delivery and do away with the need for human interaction. Modern businesses may optimize operations as they co-create and co-innovate with the support of Innova’s end-to-end AI-driven managed services.

Extended Delivery Center (EDC) Model

An Extended Delivery Center (EDC) model is a location and facility that serves as an extension of a primary delivery center. EDC provides services for software development, consulting, business process modernization, technologies upscale, and cost-optimized operations to stay competitive in the digital age.

Remote Operations

The extended delivery center is typically situated in a different geographic location from the company's main headquarters. It might be in the same country or even in a different country altogether. This allows companies to tap into a broader talent pool and leverage cost advantages in different regions.

Talent Acquisition

Companies often set up extended delivery centers to access skilled professionals in areas where they might not have a physical presence. This approach allows them to tap into specialized talent that might be scarce or expensive to find at their primary location.

Cost Savings

Extended delivery centers can help companies reduce operational costs, Labor costs, real estate expenses, and other overheads can be lower in certain regions, leading to potential cost savings.

Scalability

Extended delivery centers can help companies scale operations more flexibly. Quickly ramp up or down workforce in response to project demands without major disruptions.

Diversification

Extended delivery centers in different locations can provide business continuity benefits. If a natural disaster or other disruption affects the main office, operations can continue from the extended center.

Time Zone Coverage

Operating globally, an extended delivery center in a different time zone will ensure continuous support or development work around the clock.

TSO

The Transfer, Stabilize, Operate (TSO) model framework is used to outsource your IT projects or services. The phases a project or service goes through to transition from an initial development or implementation stage to a fully operational and stable state. The TSO model helps organizations ensure a smooth transition from development to full-scale operation while minimizing disruptions and ensuring that the project or service meets its intended goals. Each phase of the model plays a crucial role in the overall success and sustainability of the project or service.

Transfer

The project or service is handed over from the development or implementation team to the operations team. It involves transferring all the necessary knowledge, documentation, and resources needed to support and maintain the project or service. This phase typically includes activities such as training the operations team, documenting procedures and configurations, and ensuring that the necessary infrastructure is in place to support the service

Stabilize

During the stabilization phase, the focus is on ensuring that the project or service is stable, reliable, and performing as expected in a real-world environment. This phase might involve identifying and resolving bugs, issues, or performance bottlenecks that emerge after the initial deployment. The stabilization phase is crucial to ensure that the project or service meets its performance and reliability goals before it moves into full operation.

Operate

In the operating phase, the project or service is officially operational and used by end-users or customers. The operations team is responsible for monitoring the service, managing incidents, maintaining performance, and ensuring ongoing functionality. This phase involves regular maintenance, updates, and implementing any necessary changes based on user feedback or evolving requirements.

BOT

The Build Operate Transfer (BOT) model is a business arrangement that involves the development (building) of a project or service, followed by its operation for a certain period, and eventually transferring ownership. The BOT model offers several advantages, including risk sharing, expertise leveraging, and financial flexibility. Here’s how the BOT model works:

Build

In the initial phase the solution and service are designed, developed, and implemented according to the requirements.

Operate

After completion of the build phase, the solution or service built is operated and managed for a predefined period. This operational phase can range from several months to years, depending on the complexity of the project. During this phase, we are responsible for the maintenance, upkeep, performance monitoring, and ensuring service delivers the expected outcomes.

Transfer

At the end of the operational period, ownership and control of the service are transferred to the client. This transfer involves a smooth handover of assets, operations, and management responsibilities.