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Our Process

At KeyMark, our process for developing and implementing great solutions is methodical, yet flexible. Realizing that every customer has a different set of circumstances and needs, we excel at building customized individual solutions. At the same time, we are committed to identifying and repeating successful practices. In short, we are motivated by your business challenges. And through our deep industry knowledge and experience, our process ensures we are able to provide you the best possible solution for your organization’s needs.

Sales

In sales, our number one charge is to identify an organization’s primary pain points. Whether it’s simply too much paper, or the business processes associated with that organization’s documents, KeyMark is committed to identifying a problem’s cause before prescribing a solution. With industry leading experience across our sales team, KeyMark engages with you consultatively to identify whether the solutions within our set of offerings align with the identified issues. Educating you on the types of solutions available and mapping out a strategy for partnership in problem-solving is our number one job. With a variety of industry leading solutions in the capture and content management space available to us as partners, we focus on finding a best fit for you from a product standpoint. Unlike vendors pushing product, the KeyMark sales team is not predisposed to product, rather we are focused on solutions that align with your needs and your identified pain points.

Research

The first thing we do with any prospective customer is to meet with you and your team. We ask a lot of questions, designed to best understand your business’s specific needs and issues. Next, we analyze the dynamics of your current systems and practices. Taking into account your organization’s resources, strengths, challenges and capabilities, we recommend a solution based on its impact to your operations, customers, revenue and organizational environment. Some of our customers elect to initiate a paid engagement involving the development and testing of a proof of concept system during this phase.

Initiation

Once a project is officially active, we begin building on the data gathered during the pre-sale process. We form an internal project team consisting of your project manager, engineers, developers, trainers and other professionals. The team begins to dig deeper into your culture, your process and what you hope to achieve. This is also when any risk points or issues that need to be addressed are often identified. The next step is an external kickoff meeting, held at your site. This critical meeting is designed to bring representatives of KeyMark and your organization together to reach a common understanding of the project. Issues addressed include identifying personnel assigned to each role for both KeyMark and your organization; establishing methods used to communicate schedule, status, issue reporting and enhancement requests; and covering the technologies that will be employed during the project. This meeting is important in helping to ensure the project’s success.

Discovery

We begin the discovery phase by conducting on-site interviews with various individuals at your site. This intensive process focuses on the real end users so that we can thoroughly address how we can help your business become more efficient. Next, we develop a functional specification, which serves as a roadmap for the rest of the project. The functional specification contains information about current and proposed processes and identifies items that are outside the scope of the current project. We engage our customers in this effort as much as possible. A prototype or "strawman" may be developed at this point, focusing on small units of functionality. We’ve found that this can sometimes help our customers see the pros and cons of the decisions they’re making. Once the functional specification has been agreed upon, the project schedule is made.

Implementation

The completion of the functional specification allows solution development to begin in earnest. The intensive solution "building" occurs during this phase, including system configuration and customization. This is also when system documentation is developed. For some customers, the solution may be prototyped during this phase, which helps in identifying any possible issues before installation occurs.

Installation

When the solution is ready to be delivered, we configure software on the servers, processing stations and a test set of workstations. Once the system has been configured according to the specifications, the initial testing begins. During this time, we exercise the system until we are satisfied it is ready for you to begin testing. End user training begins, including "train the trainer" sessions. Once the system is in place and multiple users have been trained, system acceptance training can begin. A test plan, developed by you and in tandem with KeyMark, drives this process. When the test plan has been completed successfully and users have been trained, you can begin using the system in production mode.

Close-out

Once the system is live, a project wrap-up meeting is held at KeyMark. The purpose of this meeting is to facilitate knowledge transfer from the project team to the support team. After installation, each of our customers receives a customer satisfaction survey. We pay a lot of attention to the results of these surveys as they are an important measure of our success. After all, we strive to deliver an unmatched level of service and support throughout our relationship with every customer.

Support

Once the "go-live" date has occurred, we don't leave you on your own. To ease your mind, we can provide onsite "go-live" support for quick and efficient resolutions to issues that may occur during the days after your system initially goes live. Even long after the installation has occurred, we’ll still be there for you. The level of ongoing support we provide to our customers truly sets us apart. In a recent survey, our clients gave our technical support a 93.5 percent satisfaction ranking. Our experienced support team is available by phone or email to assist you. We also provide detailed reference and troubleshooting information specific to your needs for your use. Finally, we also offer regular training classes, making it easy for your staff to stay updated current with new features of the system.

“KeyMark Support excels at communication. They maintain a good working relationship with me and have a reasonable understanding of the unique ways my system is configured. As always, I’m extremely pleased with the support I receive from KeyMark.”

Travis Possehn
Hastings Mutual Insurance Company

“The staff does a great job responding initially very quickly - even if to say they are researching the issue. Follow up is also great.”

Darien Pate
Sonepar