"Idea: From support to development. From sql requests to Prod" Natalia will share the story about way to happy and efficient team and happy customer & stable high quality product. What was done before: Suggested to create a new system for report generation (rejected by Client) What was changed: - changed the team concept (new roles were created, changed people on some positions according to the project's specific); - built some critical processes, created video KT sessions with the runbook, organized separate work with different stakeholders; - prepared POC with the reporting system Result new team is stable, onboarding process - 2 weeks, new system on Prod (including web, mobile versions), no escalations from the Client (nothing within 1 year!).

1. From Support
To Development
From SQL requests
To Prod

2. Hello,
I am Natali Renska

3. Project description
Junior
developer
Senior
developer
Team
Lead
Senior
developer

4. Problem statement
Dev team has to support business with 10
mins SLA
Escalation from the Client every week
High attrition in the team
Long term of onboarding process (~2 month)

5. Data Flow (First version)
DB1 The 1st
Tool
Kyiv
team
Report
Email
London
team
Refresh
Migration
Development
What was suggested?

6. Quote of the day
FORBES
"Every time we start a new project, we always ask ourselves
the same question: What can we do better and different?“
Ricardo Guadalupe

7. Changes in the team
TL – junior+ dev
with excellent soft skill
Senior dev
Architect
Support Analyst
experienced in data
analysis
Juniormiddle dev
good in technical docs
preparation

8. Changes in onboarding process
- Video KT
sessions
creation
- Video Q&A
sessions
- Runbook
creation
- Structured
video lections
linked to the
Runbook
- Runbook
Updates by
newcomers
- Deep dive
into the project
from the 1st
week

9. Changes in stakeholder management

10. Data Flow “as_is” vs “new_approach”
Page 11
DB02
DB03
DB04
DB05
DB 1
MIGRATION
REPORTS
REFRESH
LONDON
TEAM
GTB TOOL
Data
by email
New app UI
1st TOOL
KIEV
TEAM
Proof of Concept presentation

11. What is the proposal?
Support activities take 80%
of work hours
>Support activities take 80%
of work hours
Support will be decreased on
80% in 1 year
Team will have more capacity
for development

12. What is the proposal?
 Kiev team dependency. 10+ members of
London team vs 4 of Kiev team members
 Risks of Data Loss during xlsx to csv data
transformation (leading zeros, etc.)
 Waiting for Results
(request/result transferred by email)
 No 24/7 availability. Dependency on public
holidays and time zones
!!! The functionality was tested and
verified by 8 PROD Migrations.
 NO Kiev team dependency
 NO Risks of Data Loss during xlsx to csv
data transformation (leading zeros, etc.)
 NO Waiting for Results
(request/result not transferred by email)
 Full 24/7 availability. NO Dependency on
public holidays and time zones

13. DB1
MIGRATION
REPORTS
REFRESH
support
Data
by email
53
Incoming Data (in xlsx) to Kiev Team by email
2
KIEV
TEAM
4
Prepare
Incoming Data
for the report
and
send it by email
1
LONDON
TEAM
1st Tool
(xlsx to csv)
Risk of
Data Loss
Data
by email
DB02
DB03
DB04
DB05
AS IS…

14. Page 15
NO
Risk of
Data Loss
support
email
REFRESH
2
MIGRATION
1
3
REPORTS
4
New app UI
KIEV
TEAM
Prepare
Incoming Data
for the report
and
input it into UI
LONDON
TEAM
Incoming Data (in xlsx) directly into UI
DB1
DB02
DB03
DB04
DB05
TO BE…

15. The result of…
Application
New DAP
instance
Application
ID
PROD

16. What is the result for customer?
Support was decreased for 70% for 6 month
Team was more involved into development activities

17. What is the result for customer?
 NO Kiev team dependency
 NO Risks of Data Loss during xlsx to csv
data transformation (leading zeros, etc.)
 NO Waiting for Results
(request/result not transferred by email)
 Full 24/7 availability. NO Dependency on
public holidays and time zones
BONUS: Mobile application

18. What is the result for the team?
Client’s feedback:
“I am waiting your next proposal”
No escalation from the Client
within 1 year
Stable development team,
including 1 Support Analyst
Newcomers were on-boarded
for 2 weeks

19. Don’t be afraid
of changes
Think of clients
as more than
just “clients”
Be useful and
share your
knowledge
Go the extra
mile
Be Honest,
Open and
Effective
Next step
Key Tips as part of Knowledge Base

20. Q&A