Preparing a Digital Collaboration Service for Wider Adoption
Service onboarding · Support planning · Rollout coordination
The challenge
A digital collaboration service was moving from a limited pilot towards broader adoption across a distributed banking network. Support preparation needed to keep pace with rollout plans, user expectations and the involvement of an external product provider.
My contribution
As the delivery partner’s transition contact, I coordinated preparation for second-level support, consolidated rollout information and highlighted dependencies between training, documentation, staffing and supplier involvement. I translated project updates into operational questions: who would handle incoming requests, what knowledge they needed and when specialist escalation would be required.
Value for management
A consolidated view of support preparation alongside rollout progress. This helped stakeholders identify outstanding actions and assess the operational implications of expanding the service beyond its initial pilot.