Successful design, planning and implementation of a new technology is often the main focus of tech programs, but in reality the conclusion of an implementation is just the beginning.

In-life operations are where the value of your investment is actually realized and it requires just as much rigor and attention to detail as the implementation phase to ensure that your technology platform, and the people, processes and data that support it, keep pace with a changing business landscape. We can help you to manage your technology platforms, keep them fueled with content and data, make continual enhancements, introduce new features and provide insight/reporting. When it's time to upgrade, we can help you with that too, ensuring your business capability continues to grow without missing a beat.

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Platform and Digital Operations

Sometimes the unexpected happens. A previously undiscovered bug, a security event or an infrastructure outage can cause disruption. Or perhaps your platform or production capacity needs to be temporarily scaled to manage a seasonal peak, a promotion or a Black Friday sale. To manage these types of planned and unplanned events, you need a platform management team that can respond quickly, or even ahead of time to ensure you can deliver a leading customer experience, around the clock and around the globe. We can provide expert day-to-day management of your platforms to minimize risk, avoid lost revenue and maximize customer satisfaction.

Key technologies covered: Campaign Management, CRM, Content Management, Experience Management, Commerce

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Platform Support and Development

Business and technology change never stop. New enhancements, new features, new products and new experiences all drive a constant need to continually improve your technology platform to keep up with business demand. Whether you’re enhancing your experience management system, improving your commerce engine or rolling out a new campaign management capability, we can ensure your platform enhancements are rolled out quickly and professionally. You can choose a range of commercial models to do this as needed, or continually as part of a monthly retainer, meaning you can keep your in-house and business teams focused on doing what they do best, without having to worry about the technical foundations.

Key technologies covered: Campaign Management, CRM, Content Management, Experience Management, Commerce

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Platform Assurance

Technology vendors work continuously to release new versions of their platforms and eventually your current platform will fall out of support, which can result in extra support costs and additional risks. Not all vendor release cycles are consistent, which can make it difficult to budget for the cost of upgrades and can put unwanted pressure on your capacity to upgrade, without disrupting your business schedule. Our Platform Assurance service is a retainer-based service that ensures migration to the latest version of your platform, without having to fund a specific migration project, and without having to pull all your team from their day jobs to undertake an upgrade.

Key technologies covered: Content and Experience Management systems

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Digital Content Production and Ops

Delivering digital experiences requires a constant flow of content to keep the experience fresh, engaging and relevant. New products and services, new promotions and changing seasons all mean that there is a constant task of producing, digitising, publishing, optimising and retiring content. We help you plan your content operational production processes, establish taxonomy to organize content and assets and manage the end-to-end content production lifecycle to ensure that you are using content efficiently and effectively to drive the right business and customer outcomes.

Key technologies covered: Content management systems (CMS), content workflow and publishing tools, digital asset management (DAM)

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Dashboards and Real-Time Reporting

Making the right decisions depends on having the right information. Once you have defined the metrics that matter, through setting up your KPI framework, we can help you to establish real time reporting feeds from touchpoints across your customer journey and bring them together in one (or more) places. Know what’s happening on your website, your mobile app, campaigns, customer service touchpoints and your ecommerce sales engine and use the insights we generate to do business smarter.

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Innovation, testing and optimization

Even with the best quality data and insights at your fingertips, sometimes new ideas just need to be tested to see how effective they really are. But what’s the best way to come up with new ideas? How do you know if they are good ideas? And once they’ve been proven, how do you keep making them better. We can help you to run innovation programs to put your best minds to work on cracking your biggest business problems, through Hackathons and innovation workshops. We can help you to put those innovations into action and run testing to determine whether they really do work and kick them into action. Once confirmed, we can move to a scaled solution where we can continue to use testing and insight to continually optimize for different customer segments.

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