Customer Journey
We believe, a well informed customer is an asset for us…
So, please get to know every inch of your journey with us…
A quote, a callback or an information request by the customer.
-
-
- a quote request,
- a callback request,
- an information request,
-
or the customer can be directly calling us.
Responding to the customer’s request accordingly.
It can be:
-
-
- an email with a quote,
- a callback (phone or video call),
- or an email with more information.
-
Purpose: This initial customer communication is to help the customer to decide:
- which options and features are required for his/her Recruitment Websites,
- what are the third party services required for the websites,
- and how to maintain the website etc.
This customer communication may have multiple iterations before progressing to the Project Proposal stage.
Sending the Project Proposal to the customer.
If the customer wishes to see the Project Proposal we draft, we will send our Proposal within 2 working days.
First Development Meeting with the customer.
If the customer wishes to develop the Recruitment Website with us, we will have the First Development Meeting with the customer. This meeting is the most important step in this Process. Generally, Development Meetings are held as Zoom meetings between the customer and the developer. This meeting may take 1 to 1 1/2 hours.
In this meeting, the developer will gather all the project requirements from the customer. The developer will explain The Development Process, Deadlines, Customer Responsibilities and answer the customer’s questions.
Suppose the project requirements lead us to develop web pages or functionalities which are highly deviated from our Demo Websites. In that case, we may need to have a 2nd Development Meeting or some email communication to present wireframes and functionalities of those web pages.
Signing the Development Contract by both parties.
After the Development Meeting, we will email the Development Contract to the customer. The customer has to print, sign, scan and email it back to us. Then we will sign it and email a copy back to the customer.
Website Development Contract is a short term contract. It is drafted to guide our customer relationship up to the handover of finalised website assets or/and credentials to the customer.
The Development Contract is entirely independent from the Maintenance Contract. So, if you are the customer, you are free to manage and maintain your entire IT infrastructure by yourself after the Website Development. But before we sign the Development Contract, you’ll have to let us know whether you will go with our Website Maintenance Service or not. The reason is that the Website Development price depends on whether you will sign-up with our Website Maintenance Service or not.
We encourage the customer to sign up with our Website Maintenance Service at any time before the conclusion of the Development Contract to avoid any technical inconveniences. By the way, the customer is most welcome to maintain the website themselves.
Payment for the 1st instalment of the setup fee by the customer.
The 1st instalment of the setup fee will be invoiced to the customer immediately after signing the Development Contract. This invoice needs to be paid, in order to start the Development Process. Usually, the 1st instalment is half of the total Development fee.
Starting the Development Process by us.
The Development Process may take 10 – 15 working days.
We build websites, but we don’t create its content. Website content is unique to each individual business, so it is entirely up to the business owner.
Note: If the customer provides us with the actual text content, images and video content for the website on or before the 10th working day of the Website Development Process, we will add them to the website free of charge. Otherwise, we will complete the Development Process with dummy content. Limitation: Free of charge content addition is limited to maximum 4 hours.
We will set up SEO Plugins and tune the Content Delivery Network (CDN) to ensure high search engine visibility. But Search Engine Optimisation needs some daily practices to push its effectiveness. E.g.- Manually adding keywords on daily job posts. These daily SEO practices can only be managed by the person who uses the website for daily business purposes.
Presentation Session to the customer.
The developer will present the Recruitment Website and its functionalities to the customer. This presentation is also a Zoom meeting which may last around 1 to 1 1/2 hours. In this meeting, the customer can request to change any visual or functional feature if it’s not implemented according to the Development Contract. Also, the customer can request minimum 2 Minor Custom Developments in this meeting.
Note: If any Custom Development requires not more than 2 development hours to implement, we define that as a Minor Custom Development.
Implementation of Minor Customisations, if requested by the customer.
If the customer has requested any Minor Custom Developments, those Customisations will be implemented in this step. Another Presentation Session could be required according to the implemented Customisations.
Payment for the 2nd instalment of the setup fee by the customer.
The 2nd instalment of the setup fee will be invoiced to the customer immediately after the Presentation Sessions. This invoice needs to be paid, in order to hand over finalised website assets or/and credentials to the client. Usually, the 2nd instalment is half of the total Development fee.
Handover of finalised website assets and credentials to the customer.
If the customer has requested or signed up with our Website Maintenance Service, the customer will be provided admin level access to the website with enough capabilities to add content and run his/her day-to-day business activity.
If the customer hasn’t requested our Website Maintenance Service, the customer will be provided full access to the website, web server, any google accounts and any third party licenses & services. After that, the customer is solely responsible for maintenance and payments of the website, web server, any google accounts and any third party licenses & services.
When we hand over the website, we will provide adequate Support Documentation with Resources about how to use the website in regular business activity, but those Resources may not cover how to maintain the website or its server technically.
Ending the Development Contract by us.
After we hand over finalised website assets or/and credentials to the client, we will conclude the Development Contract by sending a confirmation email to the customer.
If the customer has already signed our Maintenance Contract, after this point onward, that Maintenance Contract will automatically come into effect. It is always the best practice to sign the Maintenance Contract at any time before the conclusion of the Development Contract to avoid any technical inconveniences. By the way, the customer is most welcome to maintain the website themselves.
Signing the Maintenance Contract by both parties, if requested.
If the customer has chosen our Website Maintenance service to technically maintain the new Recruitment Website, both parties (we and the customer) will sign the Maintenance Contract. We will email the Maintenance Contract to the customer. The customer has to print, sign, scan and email it back to us. Then we will sign it and email a copy back to the customer.
Important Facts:
- We encourage the customer to sign the Maintenance Contract at any time before the conclusion of the Development Contract to avoid any technical inconveniences. By the way, the customer is most welcome to maintain the website themselves.
- If the Maintenance Contract is signed before the conclusion of the Development Contract, it will come into effect with the conclusion of the Development Contract.
- The billing cycle starts on the 1st day of every calendar month, and the customer will be paying monthly Maintenance Fee in advance for the upcoming calendar month.
- If the Maintenance Contract comes into effect after the 1st day of a month, the monthly Maintenance Fee for that month will be calculated by multiplying the Maintenance Fee per day of that month by the number of days remaining to start next billing cycle.
- The monthly Maintenance Fee will be invoiced to the customer within 5 working days prior to the 1st of every month.
- The amount of monthly Website Maintenance Fee depends on what Features & Technologies are implemented in the website.
Starting Ongoing Maintenance Process.
As soon as the Maintenance Contract has come into effect, we will take care of ongoing maintenance of the website, which includes handling:
- Domain Names
- Email Accounts
- SMTP Services
- Server Maintenance
- Database Management
- WordPress Upgrades
- Plugin & Theme Upgrades
- ATS & Other Integrated APIs
- Content Delivery Network
- Security & Firewall Upgrades
- Google Search Console & Analytics
- Minor Customisations (Less than 2 hours)
- Licenses & All Third Party Service Payment
Also, we shall reach our customers via phone or email at least once every two months to check if they need any Minor Customisations or if they have any changes in the business plan etc.
Benefits to the customer:
Like SaaS strategy:
-
- We look after all the technical stuff, and you are free to focus on your recruitment business.
- We take care of all the third party services and licenses integrity and their payments.
Unlike SaaS strategy:
-
- The ownership of the website and the system will remain with you.
- You can switch website maintenance to a different company or do it yourself.
- You can request customisations at any time you want.
Free of Charge Developer Time:
-
- If you sign up with our Website Maintenance Service, we offer 2 hours of free of charge developer time per month for Minor Customisations. This free developer time cannot be carried over to the next month if not used.
Ending the Maintenance Contract.
Suppose the customer wants to terminate the Maintenance Contract/Agreement. In that case, he has to inform us in written by filling and signing the Maintenance Contract Termination Notice (located after the approval page of the Maintainance Contract) and sending its scanned copy to us via email minimum 14 days prior to the start of next billing cycle (1st of next month). If the customer has requested the termination accordingly, the Maintenance Contract/Agreement will be officially concluded on any day within 14 days from the request.
At any point of time, if the customer requests us in written to terminate the Maintenance Contract and hand over the website, we will provide full access to the customer, which includes access to the website, web server, any google accounts and some third party licenses & services. So, the customer will be free to maintain the website himself/herself or switch it to a different company. Note: To keep website functionalities uninterrupted, the customer may need to directly purchase certain third party licenses & services immediately.
At any point of time, if the customer request us in written to terminate the Maintenance Contract and Delete the website, we will remove any third party licenses & services, provide the website backup to the customer and delete the website.
After we hand over website assets or/and credentials to the client, we will conclude the Maintenance Contract by sending a confirmation email to the customer.
Note: Termination of Maintenance Contract is also subject to terms in Maintenance Contract/Agreement. Requested Maintenance Contract terminations are not subjected to executing any refund on the remaining number of days in the current paid month.