Service Discovery

The Service Discovery

Many clients need services before they can fully use a SaaS solution. Service Discovery finds out which ones. Done well, it gives you another reason to talk with the client. The client ends up more satisfied and gets more out of the product. The parts are below.

Why do we need it?

Service Discovery makes sure the solution fits the client's real needs and the way they operate. When you spot and plan extra services early, implementation and integration usually run smoothly. Clients are happier, and the partnership starts on solid ground. Planning ahead also sets clear expectations and avoids surprises during implementation. The client gets the full value from day one.

Purpose: Service Discovery finds the extra services, technical support or customisations a client needs to use a SaaS product well.

Scope: It is most common for complex solutions that need their own configuration or integration work. Run it for simpler SaaS offerings too, where it fits, so the client's needs are fully covered.

Key Activities

Integration Discussion: You talk with the client about how the SaaS solution connects to their existing systems, data flows and third-party services. That keeps operations running smoothly.

Configuration and Customization: You find the adjustments or custom features needed to fit the solution to the client's workflows and business needs.

Training Identification: You work out which training the client's team needs to use the solution well.

PreSales Perspective

Handover and Alignment: The presales team hands knowledge and context cleanly to the Professional Services department. That department delivers the extra services you identified.

Guidance on Service Requirements: You use what you learned in functional and technical discovery (opens in a new tab) to help the client understand which services they need. That can mean pointing out integrations, customisations or training that would raise the product's value for them.

Knowledge Support for Professional Services: You give the Professional Services team detailed insights, technical knowledge and the client's expectations. With that, they can document and prepare the implementation accurately. This includes documents like the Statement of Work (SOW). The SOW sets out the scope, timelines and expectations for the extra services.

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