This is a wide-ranging talk, touching on on the technical, the not-so-technical, to business and communication. A knowledge of Drupal will provide a good background, but there's no particular prerequisites.
Annertech has many years of experience delivering simple solutions to complex problems for many, many clients. Once these projects go live, that's where the next phase of work kicks off and the support team steps in. Upgrades, maintenance, trouble-shooting, optimisation, improvements and all those ideas, plans and desires that never made it into the initial build now come to the table, vying for attention.
So how do you figure out what needs to be done? How do you reconcile those tasks for which your client is chomping at the bit versus the ones you know to be important, but have very little visible benefit?
How do you handle upgrades? Testing? Quality assurance? Should you be proactive or reactive? And what about tooling? Versions? Skill-sets?
What happens when you inherit a site your agency didn't develop? What about that most feared of all things... change?
In this talk I will share how we tackle these difficult questions, and along the way we'll look at the pitfalls, conundrums and landmines we've encountered whilst delivering top-class service and value to our support clients.
NB: I've selected the business track here, but as it is such a broad talk, it could just as easily slot into site-building or development.
About me: I've been leading the Annertech support/ongoing-delivery/customer-happiness team at Annertech since 2014, and joined the company in 2011. I've been attending Drupalcons since 2009, doing Drupal since 2008, building websites since 1998 and mucking around on computers since 1987. I've spoken at DrupalCons, Drupalcamps and meetups, toured around Ireland delivering technology training and toured around Europe playing heavy metal.
Some previous talks:
- Drupalcon Dublin 2016 https://events.drupal.org/dublin2016/sessions/happiness-remote-working
- Drupalcon Vienna 2017 https://events.drupal.org/vienna2017/sessions/live-performance-workshop-top-bottom-performance-overhaul