Support for Interactive Agencies

Most interactive agencies have a difficult time convincing clients to give them business after the first project is done. Most agencies are really great at working with the marketing team, doing solid design, and delivering a site that meets the client's requirements. But they fall down at building an operational relationship; the people they deal with in design and development are rarely the people they deal with after the site goes live. Your clients are transitioning the site from marketing to IT, and the IT guys don't speak the same language.

IT departments are used to buying maintenance and support. Most enterprise software licenses include a mandatory 18% annual support charge. IT organizations are willing to buy support- if you know how to explain it to them.

We help interactive agencies make this transition. We solve the technical challenges around deployment and operations, and we support your staff as they build your client's online businesses. With our support, you can:

• Develop long-term relationships with your clients - gain the right of first refusal for new client projects
• We wear your hat- we can give you and your clients a dedicated 800#, and can answer 24x7 as your organization
• Extend your service hours - we can perform expert triage and handle most issues without needing to wake your development team. We also have the judgement to bring in the development team when needed.

We do this through:

• Strong process- gives you assurance that critical customer needs are addressed and reported back to you in understandable terms for you to communicate back to your customers.
• Solid Reporting- you will be able to access online reports at any time and will know exactly what is going on with your client accounts.
• Great Tools - We can give you branded versions of great support tools for managing client extranets, issue tracking, configuration management, and more.
• Proactive Communication- we will make sure you and your team know about any issues and incidents before your clients do- you will be in the loop as much as you want to be.
  

We can bridge the gap between Marketing and IT. We understand the drivers from each side of the business, and can help you bridge client communication gaps. We find that many clients are a little dysfunctional- they have serious internal barriers between these groups. Some of these barriers are structural, some are cultural, and all of them can be tricky to navigate. We've developed techniques and strategies that help make sure both sides are satisfied.We make it easy for you to work with us- we provide collateral materials, in-person sales support, and will help your team identify opportunities and communicate with a potentiall hostile IT organization.

For More Information: Check out our presentation describing our Agency Support Services in detail. Or, you can contact us with your needs, and we'll be glad to work with you to solve them- and start generating recurring revenue from your web development projects.