Digital transformation
Customers expect to be able to find you, buy from you, and get help from you online. Businesses that make it easy to do all three grow faster and retain customers better. We help you work out what digital capability your business needs, then build it.
What's included
The scope is shaped to your situation, so the specifics shift between engagements. A typical scope of work covers:
- A review of your current digital presence and customer touchpoints, and an honest assessment of where you are losing people.
- A digital strategy that identifies the channels, tools and capabilities worth investing in, sized to your business and your customers.
- Implementation support for digital initiatives: online platforms, customer self-service tools, mobile capability, and the integrations that tie them together.
- Change management to make sure your team is set up to operate and improve your digital channels once we hand things over.
Who it's for
This service is for businesses that know they need a stronger digital presence but are not sure what that means in practice. That might be a business that still relies heavily on phone and email for customer interactions and wants to give customers more ways to help themselves. It might be a business moving its service delivery online for the first time. Or it might be a business that has invested in digital tools but has not seen the return it expected and wants to understand why.
How we typically engage
Every engagement is tailored, but the shape stays the same.
Understand
We look at your current digital footprint, how your customers interact with you today, and where they are dropping off or going elsewhere. We talk to your customers as well as your team.
Articulate
We map out the digital capability your business needs and prioritise the investments that will make the biggest difference. We are practical about what is worth doing now and what can wait.
Implement
We work alongside your team and your technology partners to build and launch the digital capability, keeping things moving and making sure what gets built actually works for your customers.
Embed
We make sure your team knows how to run and improve what has been built. Digital channels need ongoing attention; we set you up to do that without needing us in the room.
Frequently asked questions
Do you build websites and apps?
We manage the process and provide the strategic and business direction. We work with your existing technology partners or help you find the right ones. The business decisions are ours to guide; the technical build is handled by specialists.
How do we know which digital investments are worth making?
We start with your customers. The digital investments worth making are the ones that make it easier for customers to do business with you. We help you identify those and cut through the noise around the rest.
How long does a typical engagement run?
It depends on the scope. Shorter, well-defined pieces of work can be completed in a few weeks. Larger transformation programs typically run several months, and some run across multiple years. We agree the shape and timeline before we start, with checkpoints along the way.
How do you price your work?
Fixed scope and price for well-defined work, and time-and-materials for discovery and longer programs. We always agree the commercial model in writing before we start.
Will I be working with the senior consultant who scopes the work?
Yes. We also tailor the consultant skillset to your needs and budget, so you get the right mix of experience for the engagement without paying for more than you need.
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