OUR EVOLVING APPROACH
Web support is too often an afterthought. For both clients and vendors, CONTENT MANAGEMENT SYSTEM (CMS) SERVICES are: launch first, support and maintain later. But from our clients' perspectives, supporting digital platforms is a matter of their success or failure—quality delivery here matters and should never be seen as secondary.
Focusing on customer success, and driven by a more empathetic and holistic approach to support and maintenance, Axelerant is evolving our services. We said that this November, we'd provide more details about Axelerant Flow.
Changes include the introduction of the role of Customer Success Manager, replacing Project Managers who are more internally focused. This will bridge a gap often responsible for non-empathetic delivery, adding efficiency by eliminating redundancy.
Process-wise, there is a need for continuous feedback to contributing departments. Validating between the vision and action. We've yet to execute our support projects in this way, but our approach is taking form and it's nearly ready. Ask us questions about what this will look like.