For clients to fully use a SaaS solution, they may need services. Service Discovery is a key part of helping them bridge the gap. This process is not only a good thing, it is also a smart way to connect with clients that makes them happy and helps them get the most out of the product. Take a closer look at these parts.

The Service Discovery phase is critical for ensuring that the solution provided aligns with the client’s exact needs and operational context. By identifying and planning for additional services early, clients are more likely to experience a smooth implementation and integration process, leading to higher satisfaction and a stronger foundation for a long-term partnership. Additionally, this proactive approach helps in setting clear expectations, avoiding potential pitfalls during the implementation phase, and ensuring that the solution delivers maximum value from day one.

Purpose: Service Discovery is aimed at uncovering and identifying the range of additional services, technical support, or customizations a client may need to optimize the use of a SaaS product.

Scope: While more common in complex solutions requiring bespoke configurations or integration efforts, it’s a crucial phase to ensure client needs are fully met, even in simpler SaaS offerings where applicable.

Integration Discussion: Conversations around how the SaaS solution can integrate with existing client systems, data flows, or third-party services to ensure seamless operation.

Configuration and Customization: Identifying potential adjustments or custom features necessary to tailor the solution to the client’s specific operational workflows or business needs.

Training Identification: Determining the training needs of the client’s team to ensure they can effectively utilize the solution.

Handover and Alignment: The PreSales team ensures a smooth transition of knowledge and context to the Professional Services Department, responsible for the execution of identified additional services.

Guidance on Service Requirements: Leveraging insights from functional and technical discoveries, PreSales professionals help guide the client towards understanding their service requirements. This might include highlighting potential integrations, customizations, or training needs that would enhance the product’s value for the client.

Knowledge Support for Professional Services: Providing detailed insights, technical knowledge, and client expectations to the Professional Services team enables them to accurately document and prepare for the implementation phase. This includes the creation of crucial documents like the Statement of Work (SOW), which outlines the scope, timelines, and expectations for the additional services to be rendered.