Claritum Engagement Plan
- Kasia Czwarkiel (Unlicensed)
For Claritum’s Enterprise Clients, this document outlines our engagement model for new & existing clients. It provides a clear roadmap to align objectives, accelerate time to benefit, reduce risk, maximise success & return on investment from Claritum’s Cloud Spend Management Platform.
Let us help you maximise your success
We work in partnership with our Enterprise Clients to maximise their return on investment (ROI) from Claritum’s Cloud Spend Management Platform.
This document outlines our engagement model for new & existing clients & is aimed at Client Management Teams with leadership responsibility for operational success from your procurement & should be read alongside Claritum’s Global Service Level Agreement for Super Users.
Claritum’s structured Client Engagement Plan ensures we are in tune with the requirements of our Clients, not only during the initial platform implementation but throughout the term of your usage of Claritum & aligns us to your business evolution to ensure mutual success
Clients that recognize & engage in a collaborative approach:
- Deliver significantly greater benefits to their organisation & their clients
- Improve user adoption & satisfaction
- Increase process compliance with resultant enhanced quality of management information
- Reduce their risk
- Differentiate their product & service offering & grow faster
- Maximise their Return on Investment from Claritum
Our approach ranges from informal calls through to structured reviews, dependent & covers a range of relevant business issues. Below is an outline of our approach, however we appreciate each client’s requirements are unique, therefore we are keen to tailor requirements to your client needs.
Monthly Progress Calls
Regular & informal, these calls ensure ongoing alignment of your needs & our solution. Often conducted by phone & online meeting & taking ±30 minutes where we review tickets, user feedback, platform performance & ongoing user education.
Quarterly Performance Reviews
Our formal quarterly review forms the back-bone of our client engagement approach. These reviews cover general business updates, usage & performance of the platform, innovations & ensure you maximise the return on your investment.
Innovations & New Capabilities
We continually innovate & enhance the spend management platform to keep delivering value to our Clients & partners. We communicate recent innovations, best practice use of the platform & keep you up to date with new capabilities.
Business opportunity & Joint Marketing
We work closely with our clients to help them grow their business, bring more spend under management & evidence value of their services delivered by collaborating on business opportunities & joint marketing initiatives.
Roadmap Alignment
By listening to our users & our client base we aim to continually deliver more value & grow our business. With a good understanding of your business , key challenges & opportunities we can align our roadmap to your requirements.
Client & User Satisfaction
Help us shape our services in the future contributing to improving user experience & evidence the benefits delivered by Claritum. Your experience & knowledge help us to meet & exceed your expectations in the future.
Claritum Client Engagement Plan
This document outlines Claritum’s client engagement model for new & existing clients. It provides a clear roadmap for clients & Claritum’s services team to align objectives, accelerate time to benefit & maximise return on investment.
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Commercial Contact Name: | Phone: | Email: |
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Invoicing Contact Name: | Phone: | Email: |
Client Engagement Plan
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New Clients | Premium support package During first 3 month after go live we undertake to give the following support to assist with embedding the Claritum platform into your business | Client: Project Manager Support Contacts
Claritum: Client Services, Claritum Support |
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Driving User Adoption During the initial roll out of Claritum, we work closely with your Super User Team to ensure rapid user adoption, embed training & education, best practice process compliance, fast resolution of open tickets & evidence of value delivered.
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Process review & refinement With you, we undertake a process review to ensure you are running to maximum efficiency & make refinements in accordance with any requirements
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Refresher training Remote or onsite – If you require additional training for your existing users, this can be arranged. |
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Business continuity & Integration review Where Claritum provides a business critical service, we will jointly review your business continuity requirements & conduct an assessment of risks, check & test integration points with your systems & overall review to ensure your platform is functioning as expected.
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Monthly | General Review Informal monthly reviews to discuss the general system usage & processes, support & open case status, new project / feature requests & allow both parties the opportunity to proactively communicate important business activities.
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Quarterly | General Business Updates Sharing of general business progress since last meeting covering general trading, new initiatives or focus areas, changes in personnel or other important news. The update should include future plans where relevant.
| Client: Management Super Users
Claritum: Client Services, Claritum Support |
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Platform Usage & Performance Assess usage (users, transactions, orders, support requests, KPIs) & performance against SLA (availability, tickets). Review communication lines, satisfaction, agree actions for improved efficiency & productivity.
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Account Status Review statement of account – day to day invoicing & payment.
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Best practice, innovations & roadmap We assess your current & future requirements & update you on improved or extended use of the platform, new features & our product roadmap to ensure we continually deliver updates & innovations to your business.
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Performance Dashboards, Reporting, Analytics & ROI Assess your business KPIs & effectiveness of your reporting from Claritum. Define steps to improve reporting, dashboards, analytics & share industry best practice, benchmarks & analysis.
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Business continuity & Integration review Review your business continuity requirements & conduct an assessment of risks, check & test integration points with your systems & overall review to ensure your platform is functioning as expected.
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Business Opportunity & Joint Marketing Reviews Where Claritum is aligned to your success, we can jointly assess how best to support your new business, extend platform usage or increase value to clients. We can collaborate on case studies, sales support materials, webinars, jointly hosted events & other marketing activities. |
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Annually | Annual Reviews In addition to the monthly & quarterly reviews, Claritum recommends a formal annual review to allow both Client Senior Management & Claritum’s Senior Team to ensure the success of the relationship & address any barriers to a mutually beneficial relationship.
Annual Reviews typically follow the broad agenda for the quarterly meetings but will include a ‘bigger picture’ business update, more strategic assessment of platform usage & performance & contribution to overall business goals & objectives.
The annual review should also include a discussion on contract, commercial performance & benefits delivered (both Claritum & Client) to maintain & improve alignment of both organisations & the likelihood of an ongoing successful relationship.
| Client: Senior Management, Operational Management
Claritum: Leadership Team Account Director |
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