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Managed services: go-live is only the beginning.
Managed services is MechSoft’s service model that brings support, training, user adoption and continuous improvement for live systems together in one team. Our customer success managers make sure your systems don’t just run, but keep delivering measurable value.
Building the system isn’t enough; you have to keep it alive.
This service is for organisations that use M-Files, CloudOffix or other systems implemented by MechSoft and want ongoing value from that investment. The problems we see most often:
Usage that drops after go-live
Interest fades after the first few weeks; people use only part of the system or slip back to their old ways of working.
Our approach: We track usage regularly and plan targeted training and process improvements where adoption is low.
A system that can’t keep up with change
The organisation, processes and regulations change; when the system stays the same, business units start building their own workarounds.
Our approach: We collect new needs in a prioritised improvement backlog and deliver them regularly.
Know-how that walks out of the door
When the few people who know the system leave, the structure, the rules and the reasons behind decisions leave with them.
Our approach: We keep documentation current and embed know-how through role-based training for new users and administrators.
New capabilities left unused
Platforms evolve quickly, especially in AI, but new capabilities add no value if they aren’t configured properly.
Our approach: Together with our customer success and project teams, we assess new capabilities against your existing setup and roll them out to fit.
One accountable team, from support to growth.
We agree the scope and service levels with you, based on what you need.
Customer success management
Your customer success manager tracks your goals, usage and open issues, and keeps the roadmap current through regular reviews.
Application support
We log user requests, bugs and configuration needs and follow each one through to resolution.
Training and user adoption
Training for new users, administrators and process owners, with hands-on learning through scenarios and demos.
Continuous improvement
We deliver process changes, new forms and workflows, and reporting needs to a plan.
New capabilities and AI adoption
We assess platform updates and AI capabilities through scenarios that suit your organisation, then roll them out.
Knowledge sharing and community
We share good practice and new approaches through webinars and events such as the Digital Experience Summit and HR Summit.
A cycle that turns a project into lasting value.
We adapt the cycle to your organisation’s size and needs; it typically follows these steps.
Handover and onboarding
A controlled handover from the project team to customer success; goals, success criteria, scope and the communication model are agreed together.
Support and follow-up
Requests are logged, prioritised and tracked to resolution; recurring issues are tackled at the root cause.
Adoption and training
We use usage data and feedback to find where adoption is weak, then plan targeted training.
Regular reviews
In periodic meetings, your customer success manager reviews progress against goals, open issues and improvement opportunities.
Improvement and growth
Prioritised improvements are delivered, and when the time is right the transformation extends to new processes, departments and AI use cases.
What managed services deliver in practice.
Scope depends on the contract; it typically includes:
- A dedicated customer success manager
- Logged and tracked support requests
- Regular reviews against goals and success criteria
- A prioritised improvement backlog and plan
- Training for new users, administrators and process owners
- Up-to-date system documentation
- Recommendations for new capabilities and AI use cases
- Ongoing knowledge sharing through webinars and events
We stay with the platforms we implement.
As an M-Files Premier Elite Partner and CloudOffix Global Partner, these are the tools we most often support in managed services:
M-Files
Information and document management, quality and compliance processes; rolling out new AI capabilities to fit your setup.
Explore M-FilesCloudOffix
Sales, marketing, HR, project, support and operations processes, with workflows continuously adapted through low-code.
Explore CloudOffixNew Relic
An observability platform for end-to-end monitoring of application and infrastructure performance.
Explore New RelicOrganisations that grew their transformation over time
Managed services and customer success: common questions
What is a managed service?
A managed service is a model in which we take on the support, maintenance, training and improvement of live systems on an ongoing basis, within a defined scope. The aim is not just a system that runs, but one that keeps contributing to your business goals.
What does a customer success manager do?
A customer success manager is the person accountable for tracking your goals and usage and coordinating open issues. In regular reviews they spot improvement and growth opportunities, and they bring in our project teams when needed.
How are service levels and scope defined?
Service levels and scope are agreed with you based on the number of users, the platforms in use, how critical the processes are and your expectations, and are then written into the contract. There is no one-size-fits-all package.
How do we start using new AI capabilities?
We first assess the scenario with your customer success or project team, then configure the new capability to fit your existing setup and roll it out. New capabilities usually need this kind of configuration.
Can you take over a system implemented by another partner?
Yes. We review the existing structure, configuration and documentation, then agree the scope of the takeover and any improvement steps with you.
Get lasting value from your investment.
Let’s review your current systems, usage and goals together and define the service model that suits you.