How Concentrix takes every region live on CREW, and how we stay with it after.
Concentrix is moving onto CREW one region at a time. Every region follows the same five-week path to go-live, then a hypercare period that gets lighter every week until the region runs on its own.
- Customer
- Time to live
- 5 weeks on average, 4 at best
- Go-live gate
- 13 test paths at 99%
- Hypercare
- Daily, tapering to every two weeks
Five weeks from the first workshop to a live region.
Four weeks of preparation, one go-live week, then hypercare. The rule that holds it together: everything that will be tested is in staging before the go-live week starts.
Scoping
One 2 hour workshop agrees the flow and labels anything CREW doesn't do today as a go-live blocker or a later feature.
Configuration
Recruitment, marketing, IT and Talkpush work from one configuration index, tracked inside CREW.
Tweaks
Gaps closed, integrations checked, test sheets ready and testers booked.
Go-live week
Train, test, clear, go live. Recruiters start working on CREW the next day.
Hypercare
Daily in week 1, lighter every week after, with support on from day 1.
What can move the date: a third-party integration, or a custom feature declared a go-live blocker at scoping. Either can stretch a region to six weeks. Everything else goes live after the date and never holds it.
Train, test, clear, go live.
Testing is the only thing that releases a go-live. Up to five testers run every path for three days, and both accuracy and completion have to reach 99% before the region is cleared. A path that isn't run counts as a failure.
From a happy candidate to a hard reject, run on days 3, 4 and 5.
Both, on test days 2 and 3. Below either one, the region doesn't go live.
Live at the end of day 6, so recruiters start with candidates already in the funnel.
The week, day by day
- Days 1 and 2Champions trained on the candidate and recruiter journeys.
- Days 3 to 5End-to-end testing, with fixes overnight. Recruiters trained on days 4 and 5.
- Day 5Clearance meeting. The regional owner signs off by name.
- WeekendTest data cleaned out of the system.
- Day 6Three production tests, channels open, live by the end of the day.
- Day 7A 1 hour war room, then recruiters work on CREW for real.
The five journeys tested
- Happy candidate moves cleanly to the end of the funnel.3 paths
- Almost happy candidate stalls at a step and is picked back up.3 paths
- Random behaviour: replies out of order, leaves and comes back.3 paths
- Unhappy candidate fails a criterion or opts out partway.3 paths
- Hard reject is knocked out by a screening rule.1 path
If clearance isn't given, testing continues on the open cases and the go-live sequence restarts once they close.
Daily in week 1, then lighter every week.
Hypercare starts with the war room on day 7 and a 30 minute touchpoint every day of the first week. By week 6 the region runs on its own, meeting every two weeks. A region only steps down when the week closed with no open issue blocking hiring.
Regional touchpoints per week
Between touchpoints, from day 1
- Support hypervisorEvery user can raise tickets, follow them and see the history.
- AI MCPTeams troubleshoot on their own. Most questions are answered in minutes, without a ticket.
- Emergency meetingsEither side can call one for anything that blocks hiring.
- Global callA weekly 1 hour call across every region in deployment, so each one learns from the last.
Rolling out across several regions or countries?
See how CREW would run your launch, region by region.