Engagement success experts

Our highly experienced customer success teams are responsible for project delivery, on-going consultancy and account management for those clients taking one of our managed service offerings.

Every customer gets their own named customer success manager (CSM) to ensure continuity of relationship, speed of response and proper accountability. 

And in the same way that our technology is geared to engagement excellence, our CSMs are all about engagement expertise, advising and guiding clients in a collective drive to deliver on the success plan.

  
Harad Little, Customer Success Director

Project delivery

We work to ensure your rollout reflects the priorities identified, but that it is always manageable, quick to get going and even quicker to influence, with support for content management, user onboarding, brand customisation and key integrations.

In the current climate we are rapidly accelerating deployment cycles to get customers live at the earliest possible opportunity - the average project is now being delivered in one week, even for workforces of 10,000.

We were up and running within two weeks, with brilliant support throughout from both a technical and branding perspective, and in terms of user onboarding.

Kick off
Design

The average project delivered in one week

Implement
Sign off
Test

Sample Onboarding Plan

#
Stage
Actions
Completed by
Ownership
Target Date
Time Estimates

Kick Off
Intro to project plan
Define call schedule
Deploy platform
Engage
Project owner
Engage CSM
Engage TSM
Week 1
Client 1-2 hours
Engage 6 hours

Design
Technical workshop
Solutions design
Engage/Client
Project owner IT
Engage TSM
Week 2 to week 4
Client 4 hours
Engage 10 hours

Implementation
Design build
Data analysis
Engage
Engage TSM
Week 4 to week 6
Engage 15 hours
Client 2 hours

Test
Platform testing 
Engage/Client
Project owner
Engage TSM
Week 6 to week 8
Client 6 hours
Engage 9 hours

Sign off
Client sign off
Content sign off
Client
Engage
Project owner
Engage CSM
Engage TSM
Week 9
Client 1 hour
Engage 6 hours

Evaluation

Using analytics and user/client feedback we help you keep your engagement journey on track: hitting key milestones, measuring performance against target, optimising existing tools and processes, planning future developments, and regularly reviewing and revising the original Engagement Success Plan as you move from the Launch through Expansion and onto the Lifetime phases.

Our aim was to embed engagement right across the organisation, supporting both employees and customers, and the Engage team has been pivotal to that achievement.

Engagement Plan

Phase 1:
Launch Success
(Initial 3 months)
Delivering on initial project objectives and aiming for early adoption and quick wins

Phase 2:
Expanding Success
(initial 6-9 months)
Driving momentum and further delivery on success criteria from the Engagement plan

Phase 3:
Lifetime Success
(9-12 months onwards)
Discovering further success criteria and adapting to organisational changes to continue to deliver

S
U
C
C
E
S
S

Onboarding Success

Lifetime Success

Account management

If you have taken our Content-as-a-Service or Engagement-as-a-Service offering, then your CSM will have very regular contact with you as the liaison point between you and our creative and strategy teams.

The people are just as instrumental as the tech in driving engagement success. We’ve had great guidance and support from our CSM, and they’re just as much part of our team as the Engage team now.