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Intrinsiq’s Support and Implementation Strategy: “We will hold your hand throughout the whole process”!

Published Bernice on Tuesday, July 28, 2020

Intrinsiq’s Support and Implementation Strategy

When working with any service provider, be it in terms of CRM, or any other services that you might require, we always stress on the importance of smooth communication between provider and client, not just at the beginning, but throughout the whole process - from when the client engages with the provider, right until the moment of launch; and even post-launch. That way client satisfaction is ensured, and any improvements or modifications that might be needed are openly discussed, potentially avoiding future issues. At Intrinsiq, we are firm believers in this, and today we would like to share with you a step by step guide of what we will do once you decide to work with us.

Whether you are already working with another CRM provider, or whether you are looking to start out with us, we always ensure that you are never alone and that you are always kept in the loop of what is happening and what are the next steps. "Intrinsiq is committed to web based applications, but moving to any new system poses challenges to office staff; with larger organisations this means not only training but change management. Our experience shows that the benefits of bringing your team on board is crucial to the success of any software change. If you plan for the inclusion of your key  staff in the process of specification and roll out, it will allow them to have a say in the design of the workflow, which will naturally bring success and efficiencies", said Mark Milford, CEO of Intrinsiq.

Here’s how we do it:

Step 1 - Consult

The first step is to identify the goals and needs of the project. This way, we will gain a full understanding of your needs and requirements before moving forward. At this stage we will try to gather and analyse as much information as possible, in order to start preparing for stage two. It is important to meet all the stakeholders and define the client departments. This step generally involves multiple meetings to ensure that we fully understand what you need.

Step 2 - Specification

Using the data collected from the consultation phase we write a detailed specification for the client, as well as for our use. The document will be clear to both the client as well as the relevant development team. The document will be sent to the client for sign-off before proceeding to Step 3.

Step 3 - Contract

The specification document is sent to the client for approval and feedback. Once this is approved, a Work Statement outlining what we will build, when we will build it, as well as the agreed price and payment plan is produced by us and sent to the client. Once the client approves and signs, the work will start. We will also provide delivery dates for milestones achieved in line with stage payments.

Step 4 - Build

A senior developer will be assigned to the client’s system build. One or more developers will assist with internal building and testing. The build/coding procedure will meet or exceed milestone dates as per Work Statement.

Step 5 - Test

Testing on completed modules will be done by our internal team. The client will also have access to a test version of the test sites. That way there will be an opportunity for feedback and the client will also be able to request minor changes as necessary. Relevant training is also provided by our team to the client at this stage.

Step 6 - Roll Out

Due to the bespoke nature of our software, a “soft launch” is preferable to allow the client and us to spot and resolve any remaining  issues, provide training and generally communicate with the client to ensure both our and their expectations are met, or exceeded. A final “sign off” is the aim of this phase which completes the development process and moves to the next phase.

Step 7 - Host and Maintain

The client’s system is now live. That doesn’t mean that communication stops there. On the contrary, we remain in touch with the client to assist with any difficulties or questions that they might have along the way.

Step 8 - Care

This is the most important word for us. We want you to be happy and we take pride in happy clients because to us that means that we are doing our job well. It is our job to keep in regular contact with our clients to ensure their expectations are met or exceeded. We do this by scheduling in a quarterly call or email to advise of new features or improvements - features which we feel would benefit our clients. Regular communication will keep the client up to date as well as allow us to ensure we are listening to them.

We see this as a collaboration with our clients for the long term rather than merely the sale of a product.

If you have any questions, or wish to discuss any issues that you may have with your current CRM, do not hesitate to contact us. We are always happy to hear from you and to assist you in any way we can. Drop us a line on to schedule a call.

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