Customer Engagement Process

Our eight (8) step customer engagement process leaves nothing to chance – ensuring that your small business is up and running with a solution that is right for you – in the shortest amount of time possible.

The Customer Engagement Process detailed below is the process we use to ensure each new customer is on-boarded successfully.

discovery phase
Getting to know our customers – understanding how they conduct business and helping them define specific goals and objectives – constitutes the first step in our process. The Consulture discovery team is on the front line identifying challenges and providing clear direction to the approach, recommendation, and implementation of a solution.

The discovery team leads prospective you and your staff toward a new workable solution that addresses every stakeholder, while supporting the company’s overall long-term business goals.

All knowledge captured by the discovery team is then transferred to a series of documented briefs. Each member of the Consulture development team reviews the information collected in the briefs, which helps ensure everyone is “up to speed” and on the same page.

With the deliverables clearly defined, Consulture will move into the Proposal development phase.

proposal phase
Today’s fast-paced and competitive market dictates the need for strategies that allow for scalability and flexibility. The Consulture discovery team — consisting of Founders, project managers and business analysts — will work hand-in-hand with you and your organization to craft a series of documents that clearly spell out the deliverables for the project.

The discovery team will produce forward-thinking options within their recommendation that streamline processes from request through delivery.

Fixed-Price Estimate with Options:
At Consulture, estimates are provided as a fixed-price range with the range being derived from a menu list of project options. Each project option features its own line item price, and corresponds to an identified portion within the project. This approach enables you to accurately budget and prioritize features for the solution.

timeline workplan
Once you accept the proposal, a Consulture Project Manager is assigned and an internal project kick-off meeting is scheduled to allocate team resources and initiate the next steps. All of the steps are clearly documented and submitted to you. By doing so, all of your questions regarding “who, what, when, and where” will be answered via the workplan.

engineering & development
From start to finish, engineering documents map out every key component of the project. To that end, the Consulture Project Manager will coordinate with a member of your staff throughout the lifecycle of the project.

As a final step, feedback and modifications are encouraged and integrated into the final document which guides the development of the overall project.

quality testing
Attention to detail is essential. Consulture has perfected a system to thoroughly test performance, usability and accessibility. Leveraging published techniques, we create solutions that are as intuitive as they are creative and strategic.

Following the engineering stage, each member of the Consulture team is tasked with testing and reviewing the final deliverable(s) prior for usability and functionality – each member employs their own expertise in reviewing the overall deliverable(s) before asking you and your team for an initial review.

When the deliverables(s) meet our standards and is operating according to specifications, it is passed to you and your team for a final review and approval.

change management and training
Consulture delivers technology culture. That’s what we are all about. You ever heard the story about how the latest “killer app” flopped during implementation? We have. So what good is the latest and greatest technology if no one knows about it or wants to use it?

We call that a “horrible investment”.

We help our clients protect their new technology investments by providing change management and training services designed to help secure buy-in early while ensuring a successful implementation and transition to the new service or solution.

implementation
Implementation… it’s a four letter word to many administrators and business owners. Let Consulture take the worry and pain out of the implementation process. If all the above steps in the Consulture Engagement Process are fulfilled, implementation becomes a natural and comfortable step in the process.

What about results? You tell us…

Seriously. A portion of our final payment is dependent on your satisfaction. That’s no bull. Consulture deliverables are always delivered with immense pride. Our teams lead each project in an organized manner, while always keeping an eye on the timeline and bottom line. And we want you to have a say in our success – literally, and financially.

That’s why we ask all customers.

In the end, our solutions are forward-thinking to ensure clients can compete in today’s, as well as tomorrow’s, market. The Consulture solutions are easily expandable for future projects and initiatives.

ongoing support
Following a project’s completion, Consulture will be available for maintenance support on an as needed basis. Minor requested modifications can be billed on an hourly basis, while larger projects can be scoped out with a fixed price delivered.

The entire Consulture team pride themselves on providing red-carpet customer service throughout each project and beyond. Consulture will maintain a list of potential future phase enhancements which can be integrated at any time.

Consulture also provides complimentary quarterly reviews to track project and deliverable success and contribute to ongoing strategy development.