Our services will ensure you deliver a more engaging customer experience and sell more by leveraging the top enterprise cloud platforms available today.
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We'll support you in defining the right CX strategy, delivered through the right enterprise solution, continuously optimized to provide the best performance and value.
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Some are optional, and some are essential in supporting your solution.
Our optional services include ...
CX strategy, helping you to define yout customer strategy and an approach to deliver it
Solution architecture, ensuring you select the right solution and successfully integrate it into your business
Rollout plan, describing the most efficient approach to launch your solution to your audiences, channels and markets
Optimising the business performance of your solution when it's operational
Evolving your solution to match your evolving needs and market pressures
Managing your entire operations on new markets or languages
Delivering custom development and IT services to boost your team's capacity or supplement their skills, expertise and coverage temporily or permanently
The services essential to
launch and operate
your solutions include ...
Configuring your solution for your teams to access and start getting fammiliar with its functionality and best practices.
Integrating your solution with your enterprise systems, data sources, partners and channels
Adoption services, designed to onboard and train your teams to maximise the value your solution brings
Monitoring your solution following its launch to identify any availability or performance issues
Supporting your solution to quickly rectify any potential technical issues and ensure your business users are using it effectively
CX Strategy
Our sevices will ensure you deliver a more engaging customer experience and sell more by leveraging the top eneterprise cloud platforms available today.
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We'll support you in defining the right CX strategy, delivered trought the right enterprise solution, continuously optimised to provide the best performance and value.
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Some are optional, and some are essential in supporting your solution.
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We can help you with all or some of the following steps:
1
Define the problem and opportunity to articulate the challenges or opportunities you want to address.
2
Conduct market and customer research to gather data and insights required to understand better the problems and opportunities, your customers, and your competition.
3
Identify your target customers to define your target audiences, including demographics, psychographics, needs, and preferences.
4
Define a unique value proposition to determine what will set your products or services apart from competitors and how it will meet the needs of your target audience.
5
Identify sales and marketing channels to define which channels to use to reach your target audiences and how best to communicate the proposition to each.
6
Define the ideal customer experience to design a seamless and intuitive customer journey across your channels.
7
Set goals and benchmarks to identify the success criteria for the entire program and interim milestones and the measurements against which to track the progress.
8
Identify the gap to benchmark your current maturity and define the gap between the present and future.
9
Develop options to identify potential technology solutions, considerations, and delivery approaches and enstimate the effort required for each.
10
Evaluate and select, where together we will consider the trade-offs and feasibility of each option, select the ideal technology solution and choose the best way forward.
11
Create a plan to develop a detailedplan for implementing the selected option, including timings, roles, responsibilities, dependencies and resources needed.
12
Monitor and optimise delivery to continuously monitor and evaluate progress and make adjustments as needed to ensure the delivery is on track.
This service is optional, and we can deliver it as a precursor for a solution implementation or as a standalone consulting project.
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If required, we can also divide the delivery into two phases, where phase 1 would cover steps 1-6 and phase 2 steps 7-12.
Solution Architecture
This service is essential to every solution rollout, but we can also deliver it as a standalone consulting project.
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The objective is to ensure your enterprise architecture includes all the required components and that thesee are integrated in the smartest way possible.
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We'll start with the business and technical workshops to understand your current situation, business and IT landscape, processes, teams, objectives and constraints.
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We'll then analyse what we'we learned and propose the most appropriate technology solution and delivery approach, considering feasibility, costs and business value delivered.
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We understand all areas of CX and know the best available SaaS solutions. Thanks to our intimate knowledge of CX and the relevant enterprise platforms, we avoid the common pitfalls that, later on, typically lead to massive delays and overspending.
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Together we'll fine-tune and finalise the proposed architecture. We'll then turn it into a solution blueprint detailing the requirements, solutions, solution architecture and integration patterns, informing the rollout plan and guiding all parties through the configuration, integration and adoption phases.
Rollout Plan
This is an essential predecessor for every solution rollout. A realistic and thought-trough plan will ensure that the solution launch is well-coordinated and executed, meets the goals and objectives set and maximises the likelihood of a successful launch on time and within budget.
We will adopt the rollout strategy to your particular needs. Our experience range from delivering different rollout plans to the top 10 markets and the remaining 120 markets for a Fortune 500 company to launching a small SaaS application in a single country.
The rollout plan outlines the steps to launch your solution to the pilot and subsequent markets successfully. It details the timelines, solution architecture blueprint, pilot market(s), responsibilities of various teams and individuals involved, communication and adoption strategies, sign off points, onboarding steps, and contingency plans for potential challenges or issues, and defines the most suitable configuration, testing and training scenario based on your organisation structure and resource capacity.
Configure
In this step, we will configure your solution according to the solution blueprint and rollout plan. We can help to define or refine both, or if you have it, use yours.
The exact details depend on the chosen solution. In all cases, it will include launching your solution in a production-ready environment and configuring it so your teams can access it from the beginning and start getting familiar with it. We will also use it to demonstrate the solution's functionality and best practices.
Integrate
Using the integration patterns and solution blueprint defined in the Solution Architecture phase, we will now integrate your solution with your enterprise applications, data sources, partners, or sales and marketing channels as required.
With most solutions, we have two integrating options.
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Yours or your supplier's technical teams (who know best their systems and data) can "connect" their platforms to our standardised interfaces, or
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Our technical team (who know best what exactly's needed and have done it before) can do it on your behalf, or
Which option will be the fastest and least expensive depends on many factors. Most often, it's the combination of the two.
We will document all details and learnings and include them in your solution blueprint to ensure it's complete and captures all essential information and decisions. This will make integration testing, security testing, security certification, and all future enhancement much more straightforward and stress-free.
Adopt
If you’re told trainings are enough, you’re at risk of failure. Any solution's value depends on how well it is adopted and used. Even the best solution won't provide the expected business value and ROI if its users don't know how to use it or are uncomfortable with it.
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During the Solution Architecture and Rollout planning phases, we will identify the most appropriate adoption model based on your preferences, team experience, size, structure and location. It can be anything from training your entire team on your premises to globally executed train the trainer program and everything in between. We could also train your suppliers and partners if needed.
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Our trainers will train and onboard your teams directly on your solution, data and workflows and support them until they are comfortable using it. We will also provide you with training documentation, onboarding videos and recordings of the training sessions.
Monitor
Once we launch your solution, we will monitor it to identify:
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Availability and performance issues
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Integration or functionality issues that need to be dealt with
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Workflows, actions and processes worth optimising
The issues can range from system problems to an empty field or two in your latest data import. In the first case, our support team will get notified immediately; in the second, you might decide whether to get notified by email or display it on a solution dashboard so your team can deal with it later.
All solutions we work with record automated and manual actions in a log, allowing us or your teams to monitor and analyse how the platform is performing and how effectively you are using it.
Support
Our support covers technical and business-user support.
The technical support package ensures your solution's uptime and health and covers system maintenance, upgrades and updates, bug fixes, and performance or security improvements.
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Our business-user support ensures that your team utilises the solution to its full potential. Your contract will also include allocated time to assist when needed, answer questions from your team, provide refresher training sessions, and regularly check in with you to ensure everything is running smoothly and you have everything you need.
For most clients, we also provide additional services supporting their business-improvement initiatives and roadmaps.
These services can be "switched on and off" quarterly.
Optimise
This package helps you to optimise your in-house operational capabilities.
We can monitor and analyse your solution usage and identify the areas in your workflows and processes to improve. Typically, this leads to further:
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reducing manual inputs
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speeding up your operations
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reducing data validation errors
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improving the efficiency of onboarding your suppliers and staff
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simplifying your processes and data structures
... and help you to increase the scale of your operations with the same effort or operate at the same level with reduced effort and costs.
Evolve
The Evolution package delivers any custom functionality and solution enhancements you require or functionality that becomes available in new updates of SaaS applications - we monitor the changes and let you know about those relevant to your business.
Typically this includes:
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connectors for your new suppliers or sales or marketing channels
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new functionality and enhancements unique to your business
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special reports and dashboards
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enablement and configuration of capabilities new to SaaS applications
In some cases, the customisations were already identified during the initial implementation phase but not essential to launch with; in others, as a result of planning your future business growth. In all cases we keep a roadmap of new capabilities updated and deliver usually in monthly cycles.
This mode provides better price compared to project mode due to better utilisation of our resources and we wont overload your internal teams.
All these new features and enhancements will be your own.
Manage
You can also outsource managing your solution entirely to us.
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We have partnered with several global BPO providers and can help you fill in the shortage in your staff numbers or language skills in most markets worldwide.
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The costs, minimum team size and contract lengths depend on the size of your operation, the market and the languages required.
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Get in touch to discuss your specific requirements.
Custom development and IT
services
We can also deliver custom development and IT support services on ongoing bases or boost your capabilities temporarily.
This includes creating new or extending existing applications and integrations, maintaining and troubleshooting systems and applications, testing, project delivery and many other similar activities.
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Get in touch to discuss your specific requirements.
