Questra recognizes that success is a function of great product and superior delivery capability.  But a perfectly executed technology project does not automatically spell business success for customers.  Delivery capability must comprise more than just technical implementation.

The Questra TotalSuccess™ Program is our unique delivery capability, our holistic approach to delivering successful IDM projects.  It represents Questra's corporate-wide commitment to customer satisfaction, which we measure in terms of business goals achieved and business benefits our customers receive.

Questra TotalSuccess goes beyond typical customer satisfaction programs.  It encompasses the organization and incentives, services and tools, and corporate resources essential for deployment success – all of which are aligned to provide maximum value on customer's investment in Questra software.

We were first-to-market with innovative business workshops and a requirements definition process for IDM, with the goal of developing the right solution and the right marketing plans to achieve the customer's stated goals.  The Questra TotalSuccess Program has evolved into a broader approach built around a truly customer-centric organization with the tools and motivation to focus on customer deployment success.

Questra TotalSuccess Features

Organization and Incentives

Organizational alignment and incentives are essential to success.  Which is why Questra has committed resources across the company for successful IDM project delivery.  We've developed structured workshops and formal tools to help our customer teams understand your business and goals.  We've made sure to staff our customer teams with professionals that possess a range of skills — from business analysis, marketing planning, and solution design to project management, deployment engineering, and technical account management.  And we've implemented employee bonuses, tied directly to customer deployment goals.

Services and Tools

Questra customer teams leverage a portfolio of field-tested, customer-validated, best practices workshops, methodologies, and training that address success factors in all four phases of the project life cycle.

Questra TotalSuccess Project Life Cycle

• Discovery and Justification.  Long before you purchase any IDM software, Questra is laying the groundwork for your success.  Business workshops help us understand your unique business, deployment goals, and end-customer security concerns, and then enable you to plan an effective services launch.  Structured interviews help determine IDM project scope and requirements for a solution document.  A risk assessment helps identify and reduce threats.  A collaborative process using financial impact modeling tools quantifies short- and long-term benefits of IDM.  Ultimately, Questra develops a proposal that is aligned your business needs and will accelerate the realization of your business goals.
• Design and Implementation.  Business workshops kick off the project, setting metrics for success, defining service features, and sharing recommendations on driving internal and customer acceptance.  Goals, metrics, and timelines feed into the technical implementation, which has its own success roadmap.  Awareness is built between technical and non-technical groups, which facilitates market launch.  Technical training ensures your services engineers are well versed in Questra's IDM solutions.  A deployment readiness assessment maximizes deployment success.
• Production and Support.  In addition to 24x5 and 24x7 maintenance and support programs, Questra has developed a Technical Account Manager (TAM) program to give you a focal point for ongoing deployment program management.  Questra also offers marketing assistance, in the form of tools, processes, and resources to help you create end-customer case studies highlighting the success of your remote services.
• Evaluation and Planning.  Ongoing deployment success is also a top priority.  Questra provides an impact assessment review to validate the metrics and goals set at the start of the project and to evaluate the results.  We offer performance and scalability studies as well as migration and upgrade planning.  Executive planning sessions facilitate strategic alignment and collaboration between customers and Questra for mid- to long-term planning.

Corporate Resources

Being committed to customers means making available resources that ensure their success.  To that end, Questra has prioritized financial stability and secured funding for growth.  We've forged meaningful strategic partnerships with industry leaders such as SAP and Sumisho Computer Systems to augment our capabilities for larger or specialized projects.  We're also committed to facilitating relationships within our customer community via customer conferences and the Questra Security Council, where market leaders can jointly work on influencing industry standards.