We help you to own the outcome
Unlike the traditional consultancy model, we actively encourage our customers to take ownership of their service management initiatives because we believe this is the secret to achieving operational excellence. We take a three-year view to establishing this with new customers:
Year One – There is a large focus on training and mentoring in the first year of engagement. The knowledge transfer is focused on enabling your internal resources to be comfortable with configuring enhancements, so the training and mentoring is all about how to do different things within the toolset.
Year Two – This year is about cementing the learnings of year one and introducing strategic thinking. The focus shifts from “how to” to more complex process mapping, analysis and improvement.
Year Three – In the third year, the expectation is that your internal resources should be thinking about the next iteration of capability within your organisation and starting to deliver automations and processes that propel organisational strategic objectives forward at pace. This is a considered approach and is reflected in our consultancy engagement, implementation methodology and Customer Care Program.