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.

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.
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
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.
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.

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:

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

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