Config Migration Tool

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Config Migration Tool

B2B Tool for Faster Cloud Deployments

Config Migration Tool : B2B Tool for Faster Cloud Deployments

This project is intended to give an overview of Core Value Prop, Engagement & retention frameworks for this tool.

Background about the tool :

At present, Internal Functional Consultants as well as External Third Party Consultants are not aware of the configuration migration process. Improper configuration migration steps lead to delayed production deployments with inaccurate configurations. As a result, Clients lose trust and confidence in HighRadius products. The impact of improper production config migration ultimately gets reflected in our NPS score.

An automated and accurate process to move the configuration data from the UAT to the Production environment is important to:

Prevent delays
Avoid inaccurate configs
Ensure Clients’ trust

Chapter 1 : Understand & Define

Core Value Proposition of Config Migration Tool :

Faster, better & cheaper migration of configurations from UAT to Production environments to prevent delays and hence in turn drive client’s trust.

How do users experience the core value prop of the product?

Users (Internal Functional Consultants as well as External Third Party Consultants) experience the core value proposition by

Completion of migration process in a few hrs vs 1 week.
Seamless hypercare support with zero or minimal issues post go-live.
Do more with less : Complete 2x more projects than before.

ICP Deep Dive :

ICP Name	Highradius Functional Consultant	Highradius Consulting Leaders	External Business Consultant	External Business Leader
Typical Job Title	Associate Functional Consultant/Consultant	VP/Director of Consulting	Digital Transformation Consultant	VP Partnership
User Segmentation	Power	Core	Core	Casual
Decision Making	Low	High	Moderate	High
Tech Stack Adoption	High	Medium to High	Low to Medium	Low
Spend Authority on Tech Tools	Low	High	Low	High
Professional Goals	Faster Cloud deployment in 30-40% less time than current methods	Faster Revenue Realization, Productivity Improvement (Do more with less)	Close 25% more projects in Q1 2024 taking benchmark of #projects Closed in Q4 2023	Drive Business Growth by 1. Acquiring 20% more projects in Q1 2024 than Q4 20232. Close 20% more project implementations by end of Q1 2024 than Q4 2023 for faster revenue realization from Highradius
Consumption Pattern	Process oriented, love to follow sequential step by step well-defined process to complete tasks	Love to understand know how about best implementation methodologies followed by Big4 Consulting companies and how these can be incorporated into their current org	Process oriented, love to follow sequential step by step well-defined process to complete tasks	Love to understand know how about best implementation methodologies followed by Big4 Consulting companies and how these can be incorporated into their current org
Upskilling	Enrolls into product specific implementation hackathons to understand the nuances about product implementation techniques	Invest time to learn about driving ZZTop engagement sessions to build executive trust and overall success of projects	Enrolls into product implementation led expert sessions to understand the best practices for implementing highradius products	Invest time to learn about driving ZZTop engagement sessions to build executive trust and overall success of projects

Chapter 2 : User Wise Segmentation

For this assignment, I will segment the ideal users into Casual, Core, and Power users.

For Config Migration Tool :

Casual users are represented by VP Partnership. Although they have a high decision-making capability and spending authority on tech tools, their tech stack adoption is generally low. Their main tasks revolve around overseeing the entire Implementation Projects portfolio and making high-level decisions.
Core users encompass the internal consulting leaders who possess high decision-making ability and high spending authority on tech tools; they are closely involved in day-to-day project implementation management & monitoring the progress. Their tech adoption is also high and willing to invest in tools that increase their team productivity and make the implementation cycles shorter.
Power users are mainly the internal and external consultants who are actually using the tool on a day to day basis. Their decision-making capability might be low, but they are core to the project implementations.

Role	Typical Job Title	User Segmentation	Decision Making	Tech Stack Adoption	Spend Authority on Tools
Internal Consultant	Associate Consultant/Consultant	Power	Low	High	Low
Internal Consulting Leader	VP Consulting	Core	High	Medium to High	High
External Digital Transformation Consultant	Digital Transformation Consultant	Power	Moderate	Low to Medium	Low
External Consulting Leader	VP Partnership	Casual	High	Low	High

Natural Frequency of Config Migration Tool

User Category	Role	Use-case	Usage Frequency
Power Users	Internal Consultant	Repeatedly to migrate the configs from UAT to Production for each of the assigned projects	Thrice/week
Core Users	Internal Consulting Leader	Once every week to monitor the time saved across their entire project portfolio	Once/week
Power Users	External Digital Transformation Consultant	Repeatedly to migrate the configs from UAT to Production for each of the assigned projects	Thrice/week
Casual Users	External Consulting Leader	Once every month to monitor how much is the utilization of the tool across all projects and overall avg time saved/project	Once/month

Action makes a user an active user

User Category	Role	Action Threshold in a Week
Power User	Internal Consultant	Use Config Migration tool to migrate all features from UAT to Production across all use cases : Net New sell, Cross-sell, Up-sell. At least engage 2-4 hrs per project and at least twice/thrice a week. Also take suggested actions based on recommendations given by the tool in case of any errors encountered during the migration process.
Core User	Internal Consulting Leader	Access the tool to view usage reports, time savings across all assigned projects and to onboard new team members on the tool. At least access it once every week to review the portfolio.
Power User	External Digital Transformation Consultant	Use Config Migration tool to migrate at least 50% of features from UAT to Production across all use cases : Net New sell, Cross-sell, Up-sell. At least engage 2 hrs per project. Use the tool at least twice/thrice a week across all projects assigned.
Casual User	External Consulting Leader	Access the tool maybe once in a month to understand the # resources or # projects being executed through the tool and how much is average time savings per project. This is to understand the value being driven from the tool and to gauge if additional licenses need to be procured.

The Best engagement framework for Config Migration Tool

Engagement Framework	Key Tracking Metric	Selected	Rationale
Frequency	# Projects migrated using the tool/Week	Secondary	This will be the leading indicator to the north star metric given it tracks how many projects executed using the tool week/week and will positively drive the increased engagement
Depth	Average # of Features migrated successfully using the tool/project	Primary	This is the north star metric for the tool since it drives the level of engagement & retention with the increased usage of the tool
Breadth

Chapter 3 : Engagement Campaigns

Engagement Campaign 1 →


User Segmentation	Casual	Core	Power
Goal	Increase frequency to access the tool from once a month to at least twice a month, convert casual to core/power user
Pitch	On Average “Consulting Leader” saves 4 days of team effort per project - 400 days/year (assuming 100 implementations executed every year)Helping you to monitor the overall team performance metrics across all type of projects - Net New, Cross-sell or Up-sell
Channel	1st Preference : Email2nd Preference : Product Demo Call
Offer	Talk 1:1 Highradius consulting Expert who have experienced the value before
Frequency	Once a week (until they take the required action)
Timing	Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics	Input Metrics : Opening Emails, Booking MeetingOutput : Increased in Frequency of Usage

Chapter 3 : Engagement Campaigns

Engagement Campaign 1 →


User Segmentation	Casual	Core	Power
Goal	Increase frequency to access the tool from once a month to at least twice a month, convert casual to core/power user
Pitch	On Average “Consulting Leader” saves 4 days of team effort per project - 400 days/year (assuming 100 implementations executed every year)Helping you to monitor the overall team performance metrics across all type of projects - Net New, Cross-sell or Up-sell
Channel	1st Preference : Email2nd Preference : Invitation to Product Demo Call
Offer	Talk 1:1 Highradius consulting Expert who have experienced the value before
Frequency	Once a week (until they take the required action)
Timing	Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics	Input Metrics : Opening Emails, Booking MeetingOutput : Increased in Frequency of Usage

Engagement Campaign 2 →


User Segmentation	Casual	Core	Power
Goal	Create awareness about benefits of using config migration tools for faster cloud deployments to convert casual users into core/power users.
Pitch	Experience the value through the tool in just 30 mins. Talk 1:1 to our expert!
Channel	1st Preference : Email2nd Preference : Invitation to Product Demo Call
Offer	Talk 1:1 Highradius consulting Expert who have experienced the value before
Frequency	Once a week (until they take the required action)
Timing	Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics	Input Metrics : Opening Emails, Booking MeetingsOutput : Increased in Frequency of Usage

Engagement Campaign 3 →


User Segmentation	Casual	Core	Power
Goal		Educate the consulting leaders on how to drive insights from project config migration summary and help establish clear action items with internal project team and external stakeholders to drive efficiency in implementation cycle
Pitch		See an entire funnel view of your project cloud deployment cycle.Health Status across all product features migratedRelevant teams accountable for ErrorsAutomated Email draft for CTAs across all action itemsAutomated reminders/follow ups in case SLA breached for CTAs
Channel		1st Preference : Email2nd Preference : Invitation to Product Demo Call
Offer		Talk 1:1 Highradius consulting Expert who have experienced the value before
Frequency		Once a week (until they take the required action)
Timing		Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics		Input Metrics : Opening Emails, Booking MeetingsOutput : Increased in Frequency of Usage

Engagement Campaign 4 →


User Segmentation	Casual	Core	Power
Goal	Educate consulting leaders on how their teams can use this tool better by following best implementation practices thus converting casual users into core/power users
Pitch	Gen AI powered autonomous Cloud Deployments Quick onboarding process with zero hassle for your teamsIn app guided support to answer any queries/blockers powered by Gen AI24/7 support by AI assisted product implementation expert
Channel	EmailProduct Demo Invitation
Offer	Talk 1:1 with peers in your community who have already realized value
Frequency	Once a week (until they take the required action)
Timing	Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics	Input Metrics : Opening Emails, Booking MeetingsOutput : Increased in Frequency of Usage

Engagement Campaign 5 →


User Segmentation	Casual	Core	Power
Goal	Conduct live workshops for consulting leaders and their teams to turn them from casual to core/power users
Pitch	Attend Fee Live Workshop to gain hands on Experience and realize value in real time through faster cloud deployments
Channel	Email
Offer	Talk 1:1 with peers in your community who have already realized value through these workshops in the past
Frequency	Once a week (until they take the required action)
Timing	Typically start of business hours (11-12 AM) given majority of professionals access emails and other channels during that time
Metrics	Input Metrics : Opening Emails, Booking MeetingsOutput : Increased in Frequency of Usage

Chapter 4 : Retention

Bird Eye View

Q What is your current Retention Rate in terms of Users ?

Month	Casual User - Retention %	Core User - Retention %	Power User - Retention %
Jan 2023	60%	90%	90%
Feb 2023	60%	80%	85%
Mar 2023	55%	75%	85%
Apr 2023	50%	75%	80%
May 2023	50%	70%	80%
Jun 2023	50%	70%	80%
Jul 2023	45%	65%	75%
Aug 2023	45%	65%	70%
Sep 2023	45%	60%	70%
Oct 2023	40%	50%	60%
Nov 2023	40%	50%	60%
Dec 2023	40%	50%	60%

Q At What time period does your retention Curve flatten ? Draw the retention curve ?

Typical monthly retention drop

Power users: 2-5%
Core users: 5-10%
Casual users: 10-20%

Microscopic View

Q Which ICPs drive the best retention ?

Consulting Org Type	Min Consultants	Problem Diagnosed	Solution	Improvement
Enterprise Consulting PODs	10 PODs with 5 consultants/POD	Delayed Implementations with cascading effect on future implementation phases	Extensive usage of migration tool including for core & non core workflows migration	Implemented 20% more projects in Q4 than Q3 2023
Mid Market Consulting PODs	3 PODs with 2 consultants/POD	1 day deployment is absolutely mandatory for mid market for faster revenue realization	Used only for core product workflows migration	Implemented 40% more projects in Q4 than Q3 2023

Q What channels drive the best retention ?

Channel	3 months	6 months	9 months	12 months
Email Marketing	10%	15%	20%	40%
Referrals	70%	80%	90%	90%

Chapter 5 : Churn Reasons & Metrics

→ Top Reasons for Churn (Voluntary / Involuntary)

Voluntary Churn :

Reason for Churn	Description
Lack of Understanding	Consultants simply don't know if the the tool exists or how to get the most out of the tool
Feature Coverage	Tool may not be keeping upto the pace of product build and getting outdated with new features being introduced with every release
Lack of Tech Support	Consultants are not getting the timely support or getting support with delays resulting in extended timelines or need to slog towards the fag end to meet the timelines
Inaccurate Migration	Some of the product workflows are repeatedly throwing errors during migration process leading to loss of trust for consultants in using the tool

Involuntary Churn :

Reason for Churn	Description
Management Decision	Management has taken a decision to use different process for cloud deployments hence no longer need any tooling
Infosec Compliance	Specific compliance policies imposed by the company which leads to non usage of the tool
Reorg	Internal team reorg leading to dissolution of certain teams who were extensively using the tool

→ Tracking Negative Action Metrics

Negative Actions	Metrics to Track
Revoking access to Tool	#users with access to the config migration tool month over month
Implementation Support Tickets	#Tickets created month over month in Jira board is increasing
Errors during migration	#Avg Features failing during config migration /project is increasing
Ticket Resolution SLA	Avg Time taken to solve tickets is increasing month over month

Chapter 6 : Resurrection Campaigns

Campaign 1 : Reactivation Email

Segment/Audience: Users who have requested for revoking access to the tool
Purpose: Re-engage users and encourage them to again take access to the tool.
Frequency: Once every 2 days
Timing: Immediate action upon requesting for access revoke
Success Metric: Percentage of users who sign up again after revoking access
Why it will work: Reactivation emails remind users of the value of the product and prompt them to reconsider their decision. Periodic follow-ups keep the product in their minds, increasing the likelihood of re-sign up again over time.

Campaign 2 : Offer 1:1 Mentorship Sessions

Segment/Audience: Users who have logged in more than a month back last time
Purpose: Encourage users to use the tool again by offering 1:1 mentorship sessions by implementation expert
Frequency: Twice every week
Timing: In morning time slot through email
Success Metric: Percentage of users who have attended the mentorship sessions have used the tool post the session
Why it will work: Inviting to attend a mentorship session builds confidence in the consultant thereby minimizing the friction and removing blockers which caused them to stop using the tool.

Campaign 3 : Invitation to learn from Industry peers for consulting leaders

Segment/Audience: Consulting leaders whose teams product usage has dropped by more than 40% quarter over quarter
Purpose: Sensitize leaders to encourage their team to adopt the tool more and more
Frequency: One peer session per month
Timing: During Last weekend of the month
Success Metric: Increase in teams tool usage for leaders who have attended the peer sessions
Why it will work: Inviting leaders to learn from peers provide networking opportunities for leaders and also learn best practices from peers help them achieve their professional goals faster.

Campaign 4 : Free Live Hands on Workshops for consultants

Segment/Audience: Consulting leaders whose teams product usage has dropped by more than 40% quarter over quarter
Purpose: Encourage consulting leaders to involve their teams in these workshops where they learn real time how to get the best out of the tool from past experts
Frequency: 2 workshops/month
Timing: Day Long Workshop divided into multiple small sessions
Success Metric: Increase in usage of the tool for consultants attended the workshops and completed the hands on training successfully
Why it will work: Live training helps consultants build confidence on how to use the tool and get the most out of it.

Campaign 5 : 30 mins product specific recorded Sessions of past implementations and Free access to Highradius Implementation community

Segment/Audience: Consultants whose product usage has dropped by more than 50% quarter over quarter
Purpose: Help them learn nuances of using the tool at their time and convenience
Frequency: 2 new videos/ week
Timing: send it at start of the day
Success Metric: Increase in usage of the tool for consultants who have watched more than 3 videos
Why it will work: Learning through recorded videos at their own pace provides flexibility and convenience to all consultants to use the tool more for their future projects.