Discovery

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Overview
The beauty of Zendesk is that there is a simple path to a support solution and that there are a lot CloudSET capabilities that can be blended together with a minimal level of effort and cost. However, there are also times where there is benefit from taking a step back and understanding the core requirements, context, and strategic objectives for customer support.

There are also occasions where custom integrations and custom capabilities may be needed.

To keep our consulting rates down and aligned to SaaS business models, our work on the basis of paid consulting. This allows us to spend quality time with our clients and provide deliverable's that have standalone benefits in their own right.

Implementation
The following methods are used to capture requirements and discuss solution options:
  • Remote interviews/material sharing
  • Email, online web screen share, phone conference calls
  • Access to existing client systems
  • Demonstration of existing Zendesk & Coherence capabilities that could be used in support of the project
Having considered all the inputs and feedback on outline solution elements, a report document is created that includes the following deliverable items:
  • High-level requirements
  • Capability mapping: (1) Zendesk native, (2) existing CloudSET capabilities, (2) New capabilities required
  • High-level solution design
  • Implementation plan
  • Priced initial phase(s) implementation & timescales
The typical timescales for completion are dependent on clients availability, since we'd expect a reasonable amount of interactive time, but we generally target between 1-2 weeks.



Discovery

Sub Banner

Discovery

Overview
The beauty of Zendesk is that there is a simple path to a support solution and that there are a lot CloudSET capabilities that can be blended together with a minimal level of effort and cost. However, there are also times where there is benefit from taking a step back and understanding the core requirements, context, and strategic objectives for customer support.

There are also occasions where custom integrations and custom capabilities may be needed.

To keep our consulting rates down and aligned to SaaS business models, our work on the basis of paid consulting. This allows us to spend quality time with our clients and provide deliverable's that have standalone benefits in their own right.

Implementation
The following methods are used to capture requirements and discuss solution options:
  • Remote interviews/material sharing
  • Email, online web screen share, phone conference calls
  • Access to existing client systems
  • Demonstration of existing Zendesk & Coherence capabilities that could be used in support of the project
Having considered all the inputs and feedback on outline solution elements, a report document is created that includes the following deliverable items:
  • High-level requirements
  • Capability mapping: (1) Zendesk native, (2) existing CloudSET capabilities, (2) New capabilities required
  • High-level solution design
  • Implementation plan
  • Priced initial phase(s) implementation & timescales
The typical timescales for completion are dependent on clients availability, since we'd expect a reasonable amount of interactive time, but we generally target between 1-2 weeks.



Discovery

Sub Banner

Overview
The beauty of Zendesk is that there is a simple path to a support solution and that there are a lot CloudSET capabilities that can be blended together with a minimal level of effort and cost. However, there are also times where there is benefit from taking a step back and understanding the core requirements, context, and strategic objectives for customer support.

There are also occasions where custom integrations and custom capabilities may be needed.

To keep our consulting rates down and aligned to SaaS business models, our work on the basis of paid consulting. This allows us to spend quality time with our clients and provide deliverable's that have standalone benefits in their own right.

Implementation
The following methods are used to capture requirements and discuss solution options:
  • Remote interviews/material sharing
  • Email, online web screen share, phone conference calls
  • Access to existing client systems
  • Demonstration of existing Zendesk & Coherence capabilities that could be used in support of the project
Having considered all the inputs and feedback on outline solution elements, a report document is created that includes the following deliverable items:
  • High-level requirements
  • Capability mapping: (1) Zendesk native, (2) existing CloudSET capabilities, (2) New capabilities required
  • High-level solution design
  • Implementation plan
  • Priced initial phase(s) implementation & timescales
The typical timescales for completion are dependent on clients availability, since we'd expect a reasonable amount of interactive time, but we generally target between 1-2 weeks.



Discovery

Sub Banner

Discovery

Overview
The beauty of Zendesk is that there is a simple path to a support solution and that there are a lot CloudSET capabilities that can be blended together with a minimal level of effort and cost. However, there are also times where there is benefit from taking a step back and understanding the core requirements, context, and strategic objectives for customer support.

There are also occasions where custom integrations and custom capabilities may be needed.

To keep our consulting rates down and aligned to SaaS business models, our work on the basis of paid consulting. This allows us to spend quality time with our clients and provide deliverable's that have standalone benefits in their own right.

Implementation
The following methods are used to capture requirements and discuss solution options:
  • Remote interviews/material sharing
  • Email, online web screen share, phone conference calls
  • Access to existing client systems
  • Demonstration of existing Zendesk & Coherence capabilities that could be used in support of the project
Having considered all the inputs and feedback on outline solution elements, a report document is created that includes the following deliverable items:
  • High-level requirements
  • Capability mapping: (1) Zendesk native, (2) existing CloudSET capabilities, (2) New capabilities required
  • High-level solution design
  • Implementation plan
  • Priced initial phase(s) implementation & timescales
The typical timescales for completion are dependent on clients availability, since we'd expect a reasonable amount of interactive time, but we generally target between 1-2 weeks.