Collaborative Customer Implementation with Solutions360
Who is Solutions360?
Solutions360 is the company behind Q360, a complete business management platform built specifically for system integrators in AV, security, fire, and life safety. The platform brings accounting, projects, job costing, field service and dispatch, inventory, sales, and operational visibility into one connected operating system for integration businesses.
Working with Solutions360 was a true partnership. Their leaders were willing to be candid about what was working, what was not working, and what they were excited about improving. That level of transparency matters, because implementation success is rarely only about software. It is about trust, accountability, readiness, and leadership.
Solutions360 is the company behind Q360, a complete business management platform built specifically for system integrators in AV, security, fire, and life safety.
Project Introduction: Support a Customer in Need
Solutions360 had a strategic, PE-backed customer that expressed concern after their prior self-led implementation was not as smooth as it could have been. The customer was actively acquiring businesses and needed to know whether Solutions360 could support future integrations so they did not have to do it themselves.
The technical implementation ahead was not the hardest part. In fact, the acquired business being implemented had a relatively simple operating model. The hard part was the human system around it: the customer was skeptical, the leadership layers were complex, and Solutions360 needed to prove that the platform and implementation approach could work.
Solutions leadership wanted a strong Project Manager who could also document a repeatable implementation process that could be reused for future integrations with that customer. They were looking for an experienced professional who could provide focus and professionalism for both deliverables.
Enter AJC Company: A Trusted Guide
Solutions360 brought in AJC Company to provide third-party project management, implementation oversight, and executive-level relationship support. The customer wanted an outside PM presence because they needed an experienced leader with time to focus on improving the implementation structure and who could hold the right people accountable.
AJC stepped into the space between the software provider, the customer leadership team, and the acquired business team. The role required neutrality, credibility, and the ability to navigate issues without escalating every concern to an executive.
The need was for a strong, dedicated relationship manager across multiple levels of the customer environment, while keeping both Solutions360 and the customer focused on a successful outcome.
The Plan: Provide a Fantastic Customer Experience, Execute Well, and Build a Strong Foundation for Future Implementations
The highest-level goal was simple: provide a fantastic customer experience throughout the implementation, so the customer knew after having Solutions360 manage their implementation (versus the previous one they self-managed) meant future Solutions360 implementations would also go well.
Underneath that goal, the engagement focused on five practical outcomes:
Ensure the customer felt confident in the implementation plan, the Solutions360 team, and their own abilities to use the software after Go-Live.
Guide the acquired business implementation through go-live and post-go-live stabilization.
Provide executive-level relationship management without losing sight of day-to-day execution.
Create balanced accountability so both Solutions360 and the customer could address the right issues.
Capture lessons learned that could strengthen Solutions360's internal implementation methodology for future customer rollouts.
Joel also saw value in the outside support. AJC gave Solutions360 a repeatable process in addition to supporting the first implementation.
“Because of the success of the first implementation, the customer is already looking ahead to additional acquisitions.”
Joel Harris, President, Solutions360
The Work: What Changed Along the Way
An aggressive deadline became a readiness conversation
The project began with an aggressive go-live target. That deadline created urgency, but as the work progressed it became clear that the customer needed more time to be truly ready. Rather than treating the shift as a failure, AJC helped the team use the additional time to get the implementation right.
That mattered. A delayed go-live can be frustrating. A rushed go-live can become a crater. AJC's role was to keep momentum without allowing the team to lose morale.
New leadership entered the engagement
Brian Anderson joined Solutions360 during the project. At first, he assumed the third-party PM role might eventually be brought in-house. Working with AJC’s consultant, Lori, he discovered value immediately.
"It was very quick to feel confident working with Lori and the level of professionalism that she brought to this implementation."
Brian Anderson, Solutions360
Brian saw the difference between task management and executive-useful escalation. Lori did not escalate every small issue. She solved what could be solved at the working level and escalated the issues that truly required leadership action.
"I knew that when (the AJC Project Manager) said something, there was action that needed to be done. She did not bring all the little problems."
Brian Anderson, Solutions360
Post-go-live issues were handled with disciplined escalation
As with most implementations, issues surfaced after go-live. The difference was how quickly the team responded. Lori brought the right people together, clarified the decision points, and kept the team focused on resolution rather than blame.
"When things did come up post go-live, we got them resolved very, very quickly. (The AJC Project Manager) rallied the troops."
Brian Anderson, Solutions360
Results: From At-Risk Customer to Renewed Partnership
By the end of the engagement, the customer relationship had shifted dramatically. The customer moved from skepticism to discussing future implementations. That is not a small change; that is a relationship rebuild.
"It did turn around the [customer] relationship. They are actively looking at their next implementation ... and they even mentioned maybe doing two at the same time."
Brian Anderson, Solutions360
Joel Harris described the broader result this way:
"We rescued [the customer] as a client. We have turned the executive leadership into a thought partner with us."
Joel Harris, Solutions360
For Solutions360, the value extended beyond one implementation. Lori's closeout recap gathered feedback from both Solutions360 team members and customer stakeholders, identifying what went well and where process improvements were needed. That gave Solutions360 a practical learning loop for future implementations.
What Solutions360 Would Say to Someone Considering AJC
"You have my highest endorsement ... for third-party PM work and for any other work that you would do."
Joel Harris, Solutions360
Thank you, Solutions360 team!
We are so happy for you and look forward to cheering on your continued growth and success!
Watch below for what Solutions360 would say about us if asked by others in their position.
