A customized approach
Support means different things to different clients. It can range from purely technical support (SLA) to a mix of assistance across a variety of disciplines including development, design, content and project management. We think it’s important to tailor our support offering for each situation and avoid a one-size-fits-all approach, thus providing our clients with the level of support they need when they need it. Custom reporting, budgeting, and documentation are critical components of this approach.
Collaborative technical support
Agile development techniques and tools have reshaped the way we handle technical support. With best-practice project management in place, Durable and client development teams collaborate efficiently on both large and small projects from remote locations. In many cases, after a project launch, the Durable development team shrinks but still actively works with client developers on continued enhancements. We feel strongly that ongoing knowledge sharing and adherence to best practices are important benefits of working this way. And with developers in multiple geographies, we can provide coverage for most of the day without special arrangements.
A helping hand with context marketing
Providing users with personalized experiences across marketing channels is more complex than ever before. We know that to be effective, it requires a solid strategic foundation, excellent content, skills across multiple marketing technologies and a process for ongoing analysis. Our primary role in this support area is to build our client’s capabilities through knowledge sharing and gradually step back over time.