30+ Go-Lives, No Issues: Consistent Delivery

Every business challenge has a data layer beneath it, and for this well-known healthcare technology company, the challenge was replacing two systems that could never go dark, not even for a weekend.

The Challenge: Upgrades

• Two systems, both overdue, neither optional. The help desk and billing engine were each what a customer touches on their worst day, so neither could go dark during a rebuild.
• The business kept selling the whole time. New states, new bundles, and two annual price hikes all landed mid-rebuild, and the work had to absorb that pace, not wait for a quiet moment.
• There was no spare year to hide in. A rebuild that needs a year of silence before it shows results is a rebuild that gets cut in month seven.

How They Got There: Simultaneous Delivery

We ran two delivery tracks for support and quote-to-cash, with each closing every month with a written record of what shipped. Every new piece was built next to the one already running, tested, taken live, and only then relied on.

Support gained a searchable knowledge base, self-service site, live chat routed by skill, a real incident process, and automatic entitlements over a two-year span.

Billing gained self-generating renewal quotes, a payment gateway built to fit, a migrated tax engine, and an invoice system retested across 18 deal combinations that supports any contract change a customer could ask for.

The Result: 30 Shipped Capabilities, 0 Issues

Over 40 months, we shipped more than 30 new capabilities with zero pauses in delivery. Consistent, solid delivery that's built a more effective business in multiple areas? That's foundational, and it's supporting higher retention and growth.

A significant improvement has shipped every quarter without a gap where a team lost the thread of what's been built.

• 40 months of continuous delivery, zero pauses
• 30+ new capabilities shipped to production
• 70+ support agents served by the rebuilt platform

Consistent, no-drama results that make their systems ... and business ... work better.

Keeping two mission-critical systems running in parallel, with zero downtime? That's our Make Systems Work practice at work.