How we take you from first conversation to live.
Eight phases, clear owners and a checkpoint at the end of each one. This is the same path we walk every client through — public sector or private, single team or enterprise — so you always know what is happening now, what is next, and what we need from you.
A typical engagement runs 7–9 weeks end to end, with written approval gates at design, build review, testing and training.
Book a consultThe engagement at a glance
- 01
Discover
1–2 weeks
- 02
Design
Weeks 2–3
- 03
Build
Weeks 3–5
- 04
Review & approve
Week 5
- 05
Test (UAT)
Week 6
- 06
Hands-on training & sign-off
Weeks 6–7
- 07
Go live
Week 7
- 08
Hypercare
Weeks 7–9
What happens, what we need, and how each phase closes
Discover
1–2 weeks
We learn how your team actually works today — channels, queues, handoffs and the things that slow people down.
- Discovery workshops with your team
- Written summary of goals, volumes and pain points
- Answer the plain-language scoping questionnaire
- Share current process docs and examples
Checkpoint: An agreed scope and success criteria everyone signs off on.
Design
Weeks 2–3
We turn the discovery notes into a concrete design: intake forms, fields, groups, routing rules, SLAs, macros and knowledge structure.
- Visual wireframes of every customer-facing form
- A written configuration plan for your platform
- Confirm teams, brands and business rules
- Review the design walkthrough with us
Checkpoint: A blueprint of your environment you can read without being technical.
Build
Weeks 3–5
Your consultant configures the environment against the approved design — nothing is built that you have not already seen.
- Configure forms, fields, routing, SLAs, macros, views and brands
- Track every item against the plan
- Provide logos, brand colors and help center content
- Nominate agents and admins
Checkpoint: A working environment that matches the blueprint, item for item.
Review & approve
Week 5
We walk you through what was built, side by side with the design, and capture your changes before anything is final.
- Guided review session
- Turn feedback into a short, tracked change list
- Review the build with your stakeholders
- Approve or raise questions in writing
Checkpoint: Documented approval — no surprises later.
Test (UAT)
Week 6
Your people run real scenarios end to end: a customer submits a request, it routes to the right team, the right rules fire.
- Prepared test scripts per process
- Fix and retest anything that fails
- Run the agreed test cases with your agents
- Mark what passed and what did not
Checkpoint: A signed-off test pack proving the system behaves as designed.
Hands-on training & sign-off
Weeks 6–7
Live, role-based working sessions in your own configured environment — your people practice the real thing, not a slide deck.
- Role-based training sessions run in your configured environment
- A short training checklist per role plus quick-reference guides
- Capture the readiness sign-off in writing
- Nominate agents, team leads and admins for each session
- Attend the walkthroughs and confirm each role is ready to sign off
Checkpoint: Every role trained, with a signed training readiness confirmation before the cutover window is confirmed.
Go live
Week 7
A planned cutover at a time that suits your business, with a checklist showing exactly who does what and when.
- Run the go-live checklist with you
- Agent enablement and admin handover pack
- Confirm the cutover window
- Brief your team on day-one changes
Checkpoint: Live with a documented rollback plan in your back pocket.
Hypercare
Weeks 7–9
We stay close after launch, tune the configuration against real traffic, and hand over cleanly to your admins.
- Daily check-ins tapering to weekly
- Tuning, training and final documentation
- Flag anything that feels off in daily use
Checkpoint: Your team confidently owning the environment.
Four commitments that hold every phase together
One team, named people
You get a dedicated consultant and project manager for the whole engagement — not a rotating queue.
Everything written down
Scope, design and decisions live in one shared portal, so nothing depends on remembering an email thread.
You approve before we build
Each phase ends with a checkpoint. Work only moves forward once you have said yes.
Predictable pace
Clear milestones and due dates per phase, with progress visible to you at any time.
You watch the whole build from your own client portal.
Every client gets a private space with the project timeline, the documents you have shared, the deliverables checklist and the designs waiting on your approval. No status-update emails required — open it whenever you want to know where things stand.
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Bring us the process that is breaking. We'll map it to the phases above and tell you what the first two weeks look like.
Hendersonville, TN · Mon–Fri