Sales-to-delivery transition

As a best practice, include all relevant members from the account and delivery teams in the workshop, regardless of whether the workshop occurs in person or online.

The following figure shows the regular members of the account and delivery teams system and business architects, account executive and solution consultants:

When possible, include the following additional participants:  

• Client Success Manager 
• Pega Product Representative 
• Consulting Leaders 
• Partner Delivery Resources 

During the sales-to-delivery handoff workshop, cover the following topics: 

• Client information and solution proposal 
• Delivery 
• Governance 
• Training and onboarding 
• Demo 

Additionally, it might be helpful to cover additional information about any necessary documentation and stakeholders and provide a detailed look at the tasks and activities expected during Sprint 0.  

Describe the overall business, competitive landscape, and pain points of the client. Provide the history that the client has with Pega or Pega partners. Provide details that are relevant to the solution and desired outcomes. As a result, the project team can focus their efforts on the appropriate area. Expect questions about the industry and portfolio of products, the client's experience in implementing Pega Platform™ solutions, and the lessons learned from past implementations. Walk the project participants through the client stakeholders and business challenges

Do not provide too much information; the idea is to give just enough industry or client background to frame the solution with a high degree of relevance. 

The solution proposal is where the Minimum Lovable Product (MLP) should be clearly described. Help the project team understand how it will align with the client vision and add measurable value.  

Present a summary of the solution and approach that you discussed with the client during the sales process. Focus on the decision-making that led to the chosen solution and call out known risks (such as timeline, resourcing, or budget constraints).  

Use bullet points, with rationale, to define the scope and operational norms (methodology, client team maturity, is it co-production, and any other applicable information) to expect. Present a high-level timeline for the project, with critical milestones and known constraints.  

As needed, reintroduce the Pega Project team and Partner Project team, as well as Product team contact.  

Reinforce governance as a critical success factor in all Pega projects, perhaps even more critical in projects involving multiple stakeholders. Set expectations with the client early in the cycle to schedule standing governance calls to review status, escalate issues, and identify and mitigate risks.

Introduce any required training for all team members, particularly solution-specific training. Highlight the training modules that team members must complete before the start of the project and the training modules to complete after the project begins.  

Present a list of training and link to them for the convenience of the workshop participants. Include details such as duration, relevance, intended audience, and any application guides for known strategic applications.  

For logistic purposes, give any relevant information to the project participants, including:  

• Remote or on-site location (including lodging, travel, and expense policy). 
• Dress code, client address, parking, and access information. 
• Checklists such as project readiness, Pega Express^™ checklist, and delivery transition checklist. 
• First day on site and next steps. 

The purpose of the demo is to present any existing Proof Of Concept (POC). Prepare a depiction of personas, channels, and flows that you developed with the customer. Help the team understand the context, and prepare to answer questions that relate to the reasoning or desired outcomes. Include context and use cases in the demo, and mention any product functionality gaps. Use any Pega sample assets as needed. 

Sprint 0 occurs during the first two weeks of the project. Expand on what needs to happen during this time and create specific tasks or user stories to initiate the project properly.  

Complete the following tasks, but add more as needed for each project: 

• Refine Microjourneys and user stories. 
• Outline Objectives for the Minimum Lovable Product (MLP). 
• Confirm business needs and outcomes.
• Define reporting and testing strategy.
• Define the high-level plan.  

A well-executed sales-to-delivery workshop creates the foundation for a successful project. Present a summary of the knowledge transfer to the participants and prepare an agenda for day two when the team comes together to plan the client kickoff meeting.