Customer Onboarding¶
This is the typical journey from kickoff to operator handover for a new NTWIST customer deploying a first product.
Phases¶
1. Kickoff and scope confirmation (week 1)¶
- Joint kickoff with the customer's operations sponsor, IT sponsor, and NTWIST customer success and engineering.
- Confirm the first decision the deployment will improve (the "use case").
- Confirm scope, success criteria, and the boundary of phase one.
- Identify the named operations sponsor, the IT counterpart, and the NTWIST delivery lead.
2. Data integration and validation (weeks 2 to 5)¶
- Inventory the relevant data sources: historians, fleet management, LIMS, ERP, dispatch, and others.
- Stand up the NTWIST platform services (identity, ingestion, time-series storage, dashboards, alerting) on customer infrastructure, followed by the deployed MineMax or Nexus iMES applications.
- Connect data sources, validate signal quality, and resolve gaps.
- Build the initial site-specific data dictionary.
3. Configuration and model calibration (weeks 4 to 10)¶
- Configure the deployed product against the use case.
- Calibrate models against historical data.
- Iterate with the operations sponsor on the recommended workflows.
4. Operator training and pilot (weeks 9 to 12)¶
- Train pilot users.
- Run the deployment in advisory mode against live operations.
- Capture and act on feedback from the operator group.
5. Handover and go-live (weeks 12 to 16)¶
- Final acceptance against the success criteria defined at kickoff.
- Handover of operating responsibility to customer IT (or formalization of NTWIST-managed operation).
- Transition to steady-state customer success engagement.
Roles¶
| Role | Provided by | Responsibility |
|---|---|---|
| Operations sponsor | Customer | Adjudicates priorities, owns the success criteria |
| IT sponsor | Customer | Owns infrastructure, integrations, and identity |
| Subject-matter operators | Customer | Domain input during configuration and calibration |
| Delivery lead | NTWIST | Drives the program, owns the timeline |
| Customer success engineer | NTWIST | Day-to-day technical lead |
| Product engineering | NTWIST | Specialist input on configuration, calibration, and edge cases |
What we ask of customers¶
- Timely access to representative historical data.
- Time on the calendar with the operations sponsor and subject-matter operators.
- A defined first decision to optimize.
- Patience during data quality discovery; the first phase always finds surprises.
What customers can expect from NTWIST¶
- A delivery lead who owns the program end to end.
- Weekly status with the operations and IT sponsors.
- Honest assessment of data and model readiness, including when something is not yet ready.
- A go-live decision that the operations sponsor signs off on, not one we declare from our side.
Subsequent products¶
Once the first product is live, adding additional NTWIST products at the same site is typically faster. The Platform, identity, data integration, and customer success engagement are already in place. Most subsequent products go from kickoff to handover in six to twelve weeks.