We offer a variety of services that allow our clients to better leverage their investment in our products. Our staff is comprised of dedicated professionals who fully comprehend the aspects both the business and technical challenges present in the secondary mortgage markets.
Deployment
Deploying a new product in a today's complex and international corporate IT environment is a challenge that requires a combination of a seasoned implementation staff with a strategic rollout plan. To simplify the process, we employ an incremental go-live approach which aims to bring user groups on board one by one.
Our deployment specialists work with each distinct user group to introduce the relevant product modules and mesh their current workflow against the implied workflow of the system. Once the necessary training and configuration for this initial group is done, they begin paralleling their current work through the system, while we begin the process with the next group.
Client Training/Support
Post-deployment training is provided at the client's offices, at SSI's state-of-the-art facilities, or via the web. A customized training program typically includes a training agenda tailored to the needs of a particular audience; clarification of current processes vs. suggested system workflow; a comprehensive training guide including examples, screen shots, and mock exercises for future reference; exercise walkthroughs; collaborative group discussions; and open ended Q&A sessions. We are dedicated to training our clients.
Each of our clients is assigned a dedicated client manager who acts as the central point of contact for all product support needs. Our product subscription includes service level agreements with specified response and resolution times for high-severity issues. We provide multiple support channels including a web based issue tracking system, traditional phone support, weekly status calls, quarterly mgmt meetings and on-site visits to expedite the resolution of critical issues.
Process Reengineering
Process Reengineering has been defined as the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance, such as cost, quality, service, and speed.
A typical Reengineering engagement begins with a full analysis of current business processes, followed by an identification of critical technology and workflow gaps. After interactive discussions with key personnel, SSI will recommend solutions which may include modifications of existing business processes as well as a combination of SSI and third-party products, and in-house technology solutions.
