How It Works

A proven 5-step engagement model that takes you from diagnostic to operational maturity in 3–6 months.

Typical timeline: 3–6 months

1

Diagnostic

Goal: Understand your operational state, identify gaps, and uncover quick wins.

What happens: Discovery call, interviews with your team (CSM, ops, support, product), audit of current systems and workflows, and an initial health assessment.

Timeline: 2–3 weeks

Deliverable: Diagnostic report with findings and a prioritized roadmap.

2

Architecture & Roadmap

Goal: Design the infrastructure blueprint aligned with your business model and growth trajectory.

What happens: Workshop on data model, customer health definition, integration requirements, and portal workflows. Design of CSM cockpit, admin command center, and (if applicable) customer/partner portals.

Timeline: 3–4 weeks

Deliverable: Architecture design doc, workflow diagrams, and detailed project roadmap with milestones.

3

Build/Integrate
& Automate

Goal: Implement the infrastructure, integrate your systems, and deploy automation workflows.

What happens: Development of dashboards and portals, API integrations with your stack, workflow automation setup, security & compliance configurations, and internal testing with your team.

Timeline: 6–10 weeks

Deliverable: Fully functional infrastructure, tested and staging-ready.

4

Operationalize

Goal: Prepare your team to own and run the system independently.

What happens: User acceptance testing (UAT), training sessions for your team, documentation and runbooks, playbook definition, and go-live planning.

Timeline: 2–3 weeks

Deliverable: Trained team, complete documentation, and a launched system.

5

Maintain & Optimize

Goal: Support your team post-launch and continuously improve the system.

What happens: Bug fixes, performance optimization, ongoing support for your team, monitoring and updates. Strategic quarterly reviews to plan enhancements aligned with your growth.

Timeline: Ongoing (optional maintenance packages)

Deliverable: Reliable, evolving infrastructure that scales with you.

What to Expect at Each Stage

Week 1–2: Kickoff & Discovery

Your involvement: ~4–6 hours total for key team members

  • 30-min kickoff call to set expectations and align on goals
  • 1–1.5 hour interviews with your CSM lead, ops, and support team
  • System audit (you provide access or data exports)
  • 30-min debrief on initial findings

Week 3–4: Design Workshop & Roadmap

Your involvement: ~5–7 hours total

  • Half-day design workshop (4 hours) with your core team
  • Review of architecture & roadmap draft (1–2 hours)
  • Feedback loops and refinement

Week 5–10: Build & Integration

Your involvement: ~3–4 hours per week for feedback & testing

  • Bi-weekly demos of progress
  • Testing and feedback on dashboards/workflows
  • Data integration validation

Week 11–13: UAT, Training & Go-Live

Your involvement: ~5–8 hours total

  • User acceptance testing (2–3 hours)
  • Training session(s) with your team (2–3 hours)
  • Go-live support (on-call for 2 weeks)

Post-Launch: Maintenance & Optimization

Your involvement: Minimal (optional maintenance plans available)

  • 2–4 weeks of priority support after launch
  • Quarterly optimization reviews (optional)
  • On-demand support through maintenance plan

Why This Approach Works

Collaborative, Not Prescriptive

We don't impose a one-size-fits-all solution. Your team shapes the design through workshops and feedback loops. You own the final system.

Transparent Progress

Bi-weekly demos and regular updates keep you informed and aligned. No surprises at launch. No black-box development.

Team Capability Transfer

Training and documentation mean your team is ready to maintain and evolve the system without constant dependency on outside help.

Realistic Timeline

3–6 months is achievable without cutting corners. We've done this many times and know what to expect.

Long-Term Support

We don't disappear after launch. Maintenance plans ensure your infrastructure stays healthy and relevant as your business evolves.

Business-Aligned

We design everything around your revenue model, customer lifecycle, and operational playbooks—not generic best practices.

Engagement Questions

Can the timeline be shorter? We need this fast.
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3–6 months is realistic for quality. Shortcuts usually mean rework later. That said, we can compress timelines if you're willing to allocate more time from your team and prioritize ruthlessly. Let's discuss what's feasible.
How much of my team's time will this consume?
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About 5–8 hours per week on average, concentrated in weeks 1–4 and 11–13. It's not a full-time commitment for any single person, but we need alignment from your team. The engagement succeeds when you're invested.
What if we disagree on the direction mid-project?
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That's what the design phase is for. We validate assumptions early through workshops. If direction changes later, we'll discuss scope impact and timeline adjustments. We're here to build what you actually need, not what we assumed.
Do I need to be hands-on for the entire engagement?
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Not for every moment. Key decision points are: diagnostic findings, design workshop, UAT, and training. The build phase (weeks 5–10) is mostly behind-the-scenes, with biweekly demos for your feedback.
What happens if we pause the engagement?
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Life happens. We can pause for up to 3 months. If paused longer, we'll need to revisit scope (teams, systems change). Let's discuss if this is a concern.
Will I own the code/infrastructure after this?
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Absolutely. You own everything. We transfer knowledge, provide full documentation, and train your team. If you want to maintain it yourselves or bring in another vendor later, you can. No lock-in.

Ready to Start Your Operational Infrastructure Journey?

Book a 30-minute call. We'll discuss your situation, confirm the fit, and outline a custom roadmap for you.

Book a Call