New Client Implementation Success Story
The best thing about this client was that they have been extremely understanding of and smart about the outsourcing process from the beginning. The start date was in April but, with their help, we actually began capturing requirements several weeks early, as the client was so prepared. Their IT department were extremely savvy: they knew exactly what to do and when, with the result that it was easier for us to stay on schedule.
In fact, one group was so anxious to start using the system that they began before the ramp-up week itself and started sending live ads to the Affinity Express team!
Because we got an early start, our offshore team in Manila had more time for training. They worked with the client on practice ads and met with them to review quality and get detailed feedback even before the actual outsourcing began. Training was more thorough this way and we were all (the client and our team) better prepared for the outsourcing initiative.
Affinity Express prepared and delivered customized training for the client. We reviewed the clients' existing workflow and made suggestions early on so that the onsite team could begin making changes early. We also gave the client a lot of training and practice on the system so that they were comfortable when we began ramping up.
In this roll-out, we had two newspaper properties with completely different workflows and processes. There's even a group of community newspapers in Canada. You'd have thought working with all these different people and with all their processes would be difficult, but the easy flow of communication and incredible support we received from the client made it all quite smooth.