Q: What does the implementation team look like, and how does it change post-go-live?
During implementation, Xoxoday’s team includes:
Implementation Expert(s) for workflows and technical setup,
Project Manager to lead execution and timelines,
Solutions Manager for translating business requirements into the product,
Product Sponsor for strategic alignment, and
An Executive Sponsor for oversight.
The project typically runs for 4-24 weeks depending upon client readiness & project complexity. Post-launch, a Customer Success Manager (CSM), Key Account Manager, and Production Support team take over. A 1–2 month transition period ensures continuity, with joint oversight and knowledge transfer from the implementation team to the post-launch team.
Q: Will the implementation team members be the same members as the account post-implementation? If not, how will the end product and training be transitioned to the account team?
The implementation team members will not continue as the account team post-implementation. However, a structured transition ensures continuity and knowledge transfer:
Dedicated Account Team: Post-implementation, your account is managed by a Customer Success Manager (CSM), Key Account Manager, and the Production Support team.
Internal Handover: Comprehensive documentation of solutions, project context, and configurations is shared with the CSM during internal handover meetings.
Overlapping Period: The Implementation Manager and CSM jointly oversee the account for a short period to ensure a smooth knowledge transfer.
Client-Facing Handover: A post go-live meeting introduces the account team and ensures all project context is communicated.
Training Sessions:
Administrators: 2–3 sessions
Platform users: 1–2 sessions
Support Resources: Detailed user guides, how-to videos, and ongoing help center/chat support are provided to ensure continuous access to assistance.
Q: What resources are provided to manage the implementation and transition?
Xoxoday provides a structured set of resources to ensure smooth implementation, transition, and long-term program success:
Dedicated Customer Success Manager (CSM): Provides strategic guidance, program optimization, and ROI tracking.
Program Reviews & KPI Tracking: Regular monthly, quarterly, and annual reviews to monitor success and refine strategies.
SaaS-Based Solution: Fully managed by Professional Services and Engineering teams, ensuring smooth deployment and continuous support.
Comprehensive Training:
Admins: 2–3 sessions covering platform navigation, user management, reporting, integrations, and troubleshooting.
End Users: 1–2 sessions on core platform features.
Onboarding & Adoption Support: Includes help center, on-demand tutorials, user guides, launch kits, best practices, and engagement calendars.
Hypercare Period (30–45 Days): Intensive post-launch support for adoption and immediate issue resolution.
Ongoing Customer Support: Continuous engagement via CSM, Key Account Manager, and Production Support team, including regular check-ins.
Collaborative Product Enhancement: Customer feedback is collected and shared with Product & Engineering teams for feature improvements and roadmap planning.
Seamless Handover & Long-Term Engagement: Structured post-go-live handover with periodic strategic business reviews to maximize value.