Licensing and Product Operations Process Improvement

Our Licensing and Operations practice helps our clients address the strategic, operational and organizational challenges of a dynamic business process undergoing constant change. Whether it's reducing or holding down costs by automation and streamlined processes or reducing risk by guiding the client through the software development life cycle methodologies, we have the experience to help you succeed.

The value created by our Licensing and Operations practice is a direct result of several process improvement efforts in these challenging areas:

• Improved internal collaboration. The success of our clients depends on the active involvement of every function within the Licensing and Operations and business units. The federal Sarbanes and Oxley regulations governing standardization, documentation and separation of duties resulted in increased pressure on project teams and tension between the operational units. Our experienced managers guided the client through the adaptation of a Software Development Lifecycle by providing project management and analysis expertise resulting in improved collaboration by example and with team building sessions.

• Generic and scalable. Our analysis of current systems and business processes led to the adaptation redesign of a new streamlined Activation Service. This new system is more generic which will lead to significant cost savings by allowing flexibility to support several product lines per service or have the ability to scale the service across geographical installations.

• Consolidate and reduce duration. Our Licensing and Operations team reduced the cost of Customer Service Support portal ownership by consolidation of portals and the reduction of call duration. Improving the information available to the Customer Representative and improving their process resulted in accurate key assignments and reduced follow-on calls.

• Expert systems. Our analysis of current systems and business processes led to the adaptation of a new process and implementation of a new tool to define the license entitlement and key assignment rules. This system reduced the new product on-boarding time from 2 weeks to 2 days.