Humanitarian Software
A Proven Path from Planning to Go-Live
Customer Onboarding – A Proven Path to Success
At Humanitarian Software, we don’t just deliver software — we build long-term partnerships. In fact, in our nearly 40-year history, we have never lost a client. That success comes from our careful approach to onboarding, where we take the time to fully understand each client’s needs and design solutions that fit their mission, operations, and future growth.
We add clients in a controlled and intentional manner to ensure quality. Every engagement begins with a collaborative planning process that balances technical expertise with practical insight, resulting in a system that is configured precisely for each organization.
Step 1: Initial Conversations and Demos
The onboarding journey starts with direct conversations between the client and our system architects and engineers. These in-depth discussions give clients the opportunity to explain their challenges and goals, while our team provides insight into how HELM and Portessa can address them.
To spark ideas and provide context, we share short, targeted demos of specific system features. These demonstrations serve as reference points, helping clients visualize potential solutions and confirm that HELM is the right fit for their needs.
Step 2: Discovery and Site Visit
We strongly encourage a discovery site visit at the client’s facility. This on-the-ground session typically lasts from a half to a full day and is conducted by two of our engineers. During the visit, we review current operations — including warehouse layout, workflows, products received, shipping processes, and documentation practices.
This first-hand observation ensures that our team develops a practical understanding of the client’s operations, laying the foundation for a solution that works in the real world, not just on paper.
Step 3: Site Analysis
If both parties agree that HELM is the right solution, Humanitarian Software provides a detailed estimate of software, services, and equipment. Upon agreement, the first formal phase begins: the Site Analysis.
The Site Analysis is a comprehensive design document created through a series of meetings with the client’s stakeholders. It outlines every feature, function, and deliverable of the proposed solution and includes screenshots and mock-ups of the end system. This ensures there is no ambiguity about what the final configuration will deliver.
Clients are invited to review, provide feedback, and request adjustments. Once finalized, the client formally signs off on the Site Analysis, confirming the intended design and scope of the project. At this stage, estimates are updated and finalized, and a contract is executed for the configuration, testing, training, and Go-Live phases.
Step 4: Configuring and Walkthroughs
Our team then configures the system according to the approved Site Analysis. Throughout this process, we conduct multiple walkthroughs with the client, reviewing system functionality and validating that all requirements are met. Adjustments and refinements are made along the way to ensure complete alignment with client expectations.
Step 5: Testing and Validation
Once configuration is complete, the system enters structured testing. This includes NIST (National Institute of Standards and Technology) testing, IST (Integration System Testing), and UAT (User Acceptance Testing). Each round ensures that the system is stable, compliant, and ready for production use.
Step 6: Go-Live and Support
At Go-Live, our team provides end-to-end support. This includes data conversion, equipment deployment, user training, and on-site assistance to make sure the transition is smooth and successful. Our engineers remain closely involved during this critical period to quickly address questions, refine configurations, and ensure that users are confident in the new system.
The Result
By combining careful planning, detailed documentation, and collaborative engagement, Humanitarian Software ensures that every client onboarding is smooth, transparent, and successful. The result is not just a working system — it’s a long-term partnership built on trust, accountability, and shared success.
Let’s Talk!
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