IT Mediation
Service
The IT Mediation Service is designed for situations where the final destination looks bleak and unlikely to be successful without external support, or where both parties have hit a roadblock.
Suitable for various technology situations - if we can help, we will. Although some of what we do is to help business leaders to find and select new technology, we get just as much satisfaction from repairing existing relationships.
The IT Mediation Service is designed as a service of last resort, one final opportunity to find a way forward before a contract is cancelled or legal action ensues.
Mediation
How does it work?
We act as mediators, and we are extremely well-placed to do this with our experience in selling enterprise software (and renewing lots of contracts!) and buying enterprise software. Our Technology Matchmaker role uniquely qualifies us to get the best for both parties.
Our first step is to speak to both teams to get a lay of the land from both perspectives.
The majority of our time is spent with the client so that we can produce our "Customer Viewpoint" - a report that details the customer's situation. To create the Customer Viewpoint, we interview various key groups (exec sponsor, product owner, users, etc) to document their concerns - from customer experience to product or service features, and of course, the pricing and commercial challenge.
We then present the Customer Viewpoint to the vendor team (Renewals, Account Management, Leadership etc) to get their viewpoint and to talk through the client's feedback, and understand the vendor's situation and perspective.
Timescales
The more time we have to run the mediation, the better, but we know that sometimes we have just a matter of days or weeks - but that's ok, we like a challenge!
If both the vendor and the customer are willing, we can move quickly and find common ground. Moving quickly is often the preferred approach as both teams are focused.
Our Goal
Our goal is simple - we want to find a position where both parties are happy, and the relationship gets back on track. We will work tirelessly to help make this happen.
Our fee may be paid by the technology vendor, customer, or split between both parties, but we pride ourselves on being 100% impartial. We work on behalf of the relationship - laser -focused on trying to find a path that enables both sides to be happy.
Let's Do This
We want success for both the customer and the vendor - working together we can make it happen. Viewpoint Analysis sits in the middle and it is this that makes us very different and ideal for mediating an agreement.
How can we help your team improve the situation and move both parties forward?
Get in touch and let's find the path that works!
