Fusion
When you begin a partnership with SMRS, we both have new people, new ways of working and new business objectives to get used to. It’s our aim to make sure that this familiarisation process is as thorough as it is speedy. That’s why we’ve developed Fusion, our unique client induction programme - designed to ensure that, together, we can forge innovative, headache-free ways of working.
The handover
In the first instance, the programme involves working closely with you to develop timelines for the smooth transfer of your account. The sooner we can begin to make an impact, the better, so we aim to complete this initial pick-up within a week of appointment. We will run through an induction spreadsheet together, to ensure that all systems and administration that could be relevant to the account have been included from the word ‘go’.
Service Level Agreements (SLAs)
During this time, we will also work to establish agreed service and operational expectations. As a business that refuses to promise what it can’t deliver, we make sure that, at the Fusion stage, our self-assessment is at its most pragmatic. Only if we are sure that we can deliver to an expectation will we incorporate it within an SLA.
The SLA is our performance bible and, once signed off, it must be adhered to. It’s our promise to you, and our continued reputation for professionalism and hard work depends on its delivery.
The Performance Director
We’re a realistic bunch at SMRS. We know full well that good working relationships aren’t cemented overnight and that, to make a success of any partnership, an objective viewpoint is what’s needed.
That’s why we appoint a Performance Director to every account during its Fusion phase. This person’s sole responsibility is to monitor and manage the progress of the relationship, ensuring that the promises of the SLA are continually met. A mediator of sorts, the Performance Director protects the agency’s interests as well as the client’s. If the agency underperforms, they will want to know why. If the client over-demands, they will address that situation, too. It’s a revolutionary role and its impartiality is proving invaluable as relationships between the agency and its clients develop into Strong Bonds.