HOW IT WORKS

On demand sales and delivery is accomplished two ways using RealTime PSO:

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  1. A company employee initiates a service by calling a practice's Center of Excellence
    (
    a RealTime PSO virtual contact center).

     

    • The employee is able to purchase or outsource an on-demand service in real-time. 
       

    • Does not require a previous relationship or an account.
       

    • Must pay a deposit for service before scoping commences.
       

  2. A practice conducts a Needs Analysis using RealTime PSO's automated Needs Analysis Engine.

  1. The engagement is immediately quoted using RealTime PSO's automated Pricing and Proposal Engine.
     

  2. The proposal may be sent electronically through email or may be made available via a practice's website using RealTime PSO's Customer Community.
     

  3. A customer can approve a quote verbally in real-time while still on a call, later in a Chatter Group, or by logging into a practice's RealTime PSO Customer Community.
     

  4. If for some reason a customer decides not to accept the quote; the service deposit captured during the Needs Analysis phase is retained by the practice.

The engagement is priced in
real-time using RealTime PSO's automated Pricing and Proposal Engine.

Access your on demand COE, housed within RealTime PSO, using a desktop.

  1. The contract process commences when a quote is accepted. 
     

  2. A practice uses RealTime PSO's automated Contract Engine to contract engagements.
     

  3. A Master Services Agreement (MSA) is automatically generated if a MSA does not exist between the customer company and the consulting firm.
     

    • In the new on-demand channel housed within RealTime PSO; the practice initiates the MSA, but the MSA still favors the customer.​
       

  4. A Statement of Work (SOW) is automatically generated for each macro engagement.

Micro Provisioning
 

  1. A proposal or contract is not required.

  2. A call is routed immediately to a practitioner to fulfill if the engagement is to take place immediately.

  3. If the micro engagement is to take place on a later date, an appointment is placed on the practitioner's calendar.  


Macro Provisioning
 

  1. A macro engagement is launched immediately after a SOW is signed if the engagement is to take place immediately. Otherwise, the engagement begins on the contractual start date.

  2. RealTime PSO supports milestone installment payments.  The initial milestone payment is secured using RealTime PSO's Launch Engine during the final phase of the provisioning stage.

  3. ​The contracted delivery team is notified of the new engagement using RealTime PSO's Notification Engine

  1. The engagement is scoped using RealTime PSO's automated Scoping Engine.
     

  2. One or more available practitioners is located during the scoping process.

Access your on demand COE, housed within RealTime PSO, using a handheld device.

Micro Fulfillment
 

  • A micro engagement is fulfilled when a practitioner successfully concludes a telephone call.

  • A meeting contribution is fulfilled when a practitioner successfully concludes a web or video conference meeting.

  • Payment for services is immediately deposited into a practice's Stripe account when a call or meeting concludes.


Macro Fulfillment and Delivery
 

  • Delivery practitioners use RealTime PSO while on engagements.

  • Full program and project management feature sets are included within RealTime PSO  accommodating end-to-end sales ​and delivery.

Click each icon to learn more.
Service Account Full.png
Click each icon to learn more.

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  1. The engagement is scoped using RealTime PSO's automated Scoping Engine.
     

  2. One or more available practitioners is located during the scoping process.
     

    • A quote is not required for service accounts.

    • The Master Service Agreement (MSA) is added to RealTime PSO when a new service account is won.

    • A Statement of Work (SOW) still applies for macro engagements.

    • A SOW automatically generates when an authorized user calls your practice's COE to redeem a macro engagement.

Micro Fulfillment

  1. A micro engagement is fulfilled when a practitioner successfully concludes a telephone call.

  2. A meeting contribution is fulfilled when a practitioner successfully concludes a web or video conference meeting.

  3. A micro redemption is reduced from a service acount's previously paid allocation allotment when a call or meeting concludes.

 

Macro Fulfillment and Delivery

 

  1. A macro redemption is reduced from a service account's previously paid allocation allotment when a macro engagement is launched.

  2. Delivery practitioners use RealTime PSO while on engagements.

  3. Full program and project management features are included within RealTime PSO for end-to-end sales ​and delivery.

  1. A Service Account is an on-demand service capability that is sold in advance by a practice's existing sales force to a company's department, division, cost center, or Project Management Office (PMO).
     

  2. A service account's authorized user redeems services on demand by calling a practice's COE.
     

  3. Redemptions may be discretionary (does not require approval) or non-discretionary (requires approval).
     

  4. RealTime PSO supports two types of service accounts, out-of-box:

       
      Non-Dedicated​

 

An authorized user of a non-dedicated service account redeems service transactions with any COE practitioner capable of fulfilling or delivering the on-demand engagement.
 

      Dedicated

 

A dedicated service account enables authorized users to transact services with a dedicated team of practitioners.

  1. A company employee initiates a service by calling a practice's Center of Excellence. The practice uses a ( RealTime PSO virtual contact center).
     

    • The employee is able to redeem an on-demand service in real-time. 
       

      • Must be a service account authorized user.

      • Payment for service is not required at the time of redemption.
         

    • The authorized user transacts service with any available practice COE team member capable of delivering the contracted service if the customer is an authorized user of a non-dedicated service account.
       

    • The authorized user will only transact services with a member of the authorized user's dedicated COE team if the contracted service is associated with a dedicated service account.
       

  2. A practice conducts a Needs Analysis using RealTime PSO's automated Needs Analysis Engine.

Micro Provisioning

A call is routed immediately to a practitioner to fulfill if the engagement is to take place immediately. If the micro engagement is to take place on a later date, an appointment is placed on the practitioner's calendar.  

Macro Provisioning

 

  1. A macro engagement is launched immediately after a SOW is signed if the engagement is to take place immediately. Otherwise, the engagement begins on the contractual start date.
     

  2. ​The contracted delivery team is notified of a new engagement using RealTime PSO's Notification Engine

Access your on demand COE,  housed within RealTime PSO, using a desktop.
Access your on demand COE,  housed within RealTime PSO, using a handheld device.

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