Introduction
We have recently concluded a project involving the migration of a major global provider of managed cloud computing services from CA Directory to a modern and more robust platform. Every project comes with its distinct set of challenges, and the success or failure of each hinges on the resilience of the team and their capacity to navigate unforeseen circumstances. In the course of this specific project, we encountered one such scenario where the team demonstrated their remarkable adaptability.
Undetected Data Synchronization Issues
Following the deployment of the new platform, we identified certain properties that were not being synchronized from the legacy environment to the new one. This went unnoticed during testing in the staging environment due to differences in data as compared with production. (I’ll leave that as a topic for another discussion, but here’s a hint: staging data should mirror production data as closely as possible). As part of our risk mitigation strategy, it was imperative that the legacy and new environments remain fully synchronized even post-deployment, in case a fallback to the legacy solution becomes necessary. Although the missing properties affected less than 1% of the GSP’s customers, the team approached the situation with absolute professionalism, dedicating the next two days to meticulously reviewing millions of entries to ensure a comprehensive resolution.
An Unexpected Surprise
Ultimately, the migration was a resounding success as all issues were addressed before impacting the GSP’s customers. However, what followed took me by surprise. Not long after the project was completed and went live, the customer sent the following message:
"Just wanted to point out the great feedback that our team has given on IDF’s performance. Pushing through issues and standing by us the entire way did not go unnoticed and several team members had GLOWING reviews of your team’s performance. You validated my decision to recommend going with IDF and I can only thank you for being so thorough and good at this. Things seem to be stable, and this is great news. Figured you’d want to know because with such stellar reviews, I’d be really surprised if (we) didn’t come calling on you guys again soon for other things. Nicely done sir!!
The thing that really surprised everyone was the willingness to stick it out through the troubles, that following Monday and Tuesday. Your team spent hours and never once said “well, we’ve got other things to do, so good luck”. Quite the opposite. Really great stuff which one doesn’t see often."
- Director of Security, Global Managed Cloud Computing Services Provider
To be candid, I was genuinely touched by those kind words, yet equally surprised. Despite nearing the end of our contract, it never crossed my or my team's mind to disengage until everything was functioning flawlessly. Isn't it standard practice to see a project through to successful completion for your customer? It is for us. After expressing gratitude for his kind sentiment, I couldn't help but inquire, 'Don’t you observe this same level of dedication from your other partners?' The response was eye-opening: 'No, you'd be astonished at how many vendors simply walk away once the contract ends. It's what distinguishes trusted partners from the rest.'
How to Make or Break a Project
I've long understood that the final 5% of a project often determines its success or failure. Whether it's a home improvement endeavor or a project for our clients, neglecting the importance of that last 5% can tip the scales. Despite technically reaching project completion, I couldn't in good conscience consider it done until it was 100% perfected. To put it plainly, 'A job half done is as good as none.'
One of the fundamental principles at the core of Identity Fusion is our unwavering commitment to ensuring our customers' success. This commitment runs deep within the DNA of every consultant at Identity Fusion, including myself. I firmly believe that such dedication should be the norm rather than the exception in business practices. It astounds me that some clients might settle for anything less than complete dedication from their System Integrator.
Assessing Partner Dedication
With that in mind, I'd like to pose two questions for consideration. First, what has been your experience regarding the level of dedication from your partners? Do they merely fulfill the basic requirements outlined in the contract, or do they actively engage as partners, going above and beyond to ensure your success? Second, if you find yourself constantly facing unsatisfactory outcomes with a particular supplier, do you continue to engage with them, hoping for a different result
