WebSpan Services

WebSpan leverages a Software-as-a-Service (SaaS) model to reduce the cost and complexity of integrating collaborative processes within and between enterprises. WebSpan handles the integration for you, allowing you to focus on your business and not worry about interoperability or incompatibility of systems.

Our experienced team of integration professionals manages all areas of the integration process, from implementation to on-boarding to project and change management to ongoing support.  We are experts not only in integration but key related technologies and processes, such as communication protocols, EDI, supply chain management, ERP systems and many other areas.

There are five key areas under the WebSpan managed services:

• Account Management
• Implementation Services
• Community Management
• Change Management
• Tier 1 Support

Account Management

Every customer is assigned an Account Manager, who carefully manages the implementation and ongoing services. The account manager’s job is to ensure the highest quality and level of customer service and that effective communication channels are established and issues properly addressed, as well as making sure schedule and cost controls are met. The account manager supervises all contractual activities and serves as a single point of contact to the customer, from initial planning and implementation through ongoing community management.

Implementation Services

From the first phase of an integration implementation, the Hubspan professional services team leverages the inherited knowledge gained from thousands of integration processes and connections implemented over the years, combined with our proven methodology for doing integration better, faster and at a lower cost than in-house builds. Your dedicated account team reviews the business and technical integration requirements and develops an implementation plan to support those needs.

 Implementation Services include the following:

• Business Analysis and Requirements: In this phase, the Hubspan team establishes project organization, roles, responsibilities, scope and the initial project plan.  Primary deliverables include a Statement of Scope, first draft project plan, project documentation, project communication plan, customization plan, acceptance criteria and project governance process. For each message or document and connection included in the integration process, Hubspan provides detailed analysis based on information gathered from all parties, including data sources, security requirements, business rules, error and exception handling, reporting and monitoring needed, delivery methods, system requirements, etc.
• Community On-boarding:  Hubspan professionals manage all the on-boarding of your partners, customers or other community members for you, including partner recruitment if needed, ongoing communication, documentation, training, coordination, integration testing and other services as needed. As one customer said, “All I have to do when I have another customer ready is call Hubspan and say ‘hook them up’”! 
• Testing & Readiness:  Hubspan utilizes a two-phased testing methodology, and all test results are measured against clear acceptance criteria. During this phase, Hubspan will also provide training as needed on the Portal or other areas.
• Production:  In Production, the Client connections are brought to full production and must pass the agreed to Production Acceptance Test. Production support and change management procedures are implemented, and on-ramping of integration community members continues based on the project schedule.  
• Process Design and Configuration: Design and configuration focuses on the data mapping and implementation of the gathered requirements for each message, process and integration community member. Data maps are translated, populated and tested. Hubspan utilizes a comprehensive testing methodology. Transaction processing orchestration is reviewed in detail that accommodates the modeling of unique trading relationships.  Any identified customizations are scoped and designed.  Key deliverables include a comprehensive project design document. Configuration transforms design requirements into specific configuration within the WebSpan “network”. This includes configuration of each service, connection, transport, document type, and map.  Furthermore, test scenarios and comprehensive test scripts are documented.

Community Management

Hubspan client services and support professionals ensure all service level agreements (SLAs) and processes are working according to plan. Community management includes ongoing communication with key personnel at the client company as well as with members of their integration community. It also can include continual community member (trading partner) on-ramping and activation as needed and covered by the agreement. This area of community management provides some of the greatest ongoing value to our clients, as they gain great benefit from closer integration with their partners and customers without having to manage the integration or connectivity in-house. Through automation tools and its own intellectual property, Hubspan has streamlined and simplified the on-ramping processes.

Change Management

Every contract with Hubspan includes basic changes as part of the ongoing integration management. For each change, Hubspan utilizes an effective change control process to identify and mutually agree upon changes to the scope of the original customer scope of work.  Major change requests by the customer or an integration community member may be deemed outside the scope of the original contract, and Hubspan will work with it client to identify, document, plan and schedule major changes, and provide a cost-effective approach.  For example, Hubspan works with customers during major ERP upgrades or changes to help ensure a seamless transition with the integration process.  

Tier 1 Support

Hubspan provides a single point of initial contact for both its clients and the integration communities it supports for its clients. This also removes a huge burden from its clients and helps ensure a better experience for all members of the community. In this role, the Hubspan support team makes initial triage and identifies issues. The team then resolves issues related to Hubspan services or alerts and works with outside parties who are responsible for the issue and/or resolution.  Hubspan support communicates with clients and community members in the occurrence of any minor or major maintenance to the Hubspan platform, maintaining strict SLAs around reliability, uptime and communication.