Account, Project Management, and Service Management Engagement Model

Summary

Every BeeTcore engagement runs on one connected model: account management keeps the relationship aligned with the client’s goals, project management delivers the work, and service management keeps the platform performing after launch. Each client has a named point of contact, clear decision-making, and a written record of every approval. The move from project to ongoing service is planned from the start, so nothing is lost at handover.

1. The engagement lifecycle

1. Discovery and proposal: the client’s goals and requirements are captured and answered in a detailed proposal.
2. Agreement and onboarding: scope, stack, controls, and responsibilities are confirmed in the project agreement, and access, assets, and contacts are gathered.
3. Delivery: the platform is designed, built, and tested, as set out in the Development Methodology SOP.
4. Launch and handover: the platform goes live and the client receives full documentation and training.
5. Ongoing service: the platform is maintained, supported, and improved under the client’s service agreement.

2. Account management

• Named account contact: every client has a named account or project manager as their primary point of contact. On larger engagements, account and project management are held by separate people.
• Understanding the business: the account contact keeps the work aligned with the client’s goals, not only the current task.
• Review conversations: regular reviews cover ongoing services, open concerns, and how BeeTcore’s work can support what the client needs next.
• Long-term planning: for ongoing clients, BeeTcore works with the client on a roadmap for how their platform should grow.
• Transparent communication: clients hear about progress, risks, and opportunities early, not only when a decision is due.

3. Project management

• Agile delivery: work is delivered in planned iterations, with client feedback built into every stage.
• Dedicated project team: each project has a named team covering project management, design, development, and quality assurance, with specialists added where the project needs them.
• Progress reporting: clients receive a written status update every week, and staging links at each milestone.
• Controlled changes: changes to agreed scope are assessed, discussed, and approved before work begins, as set out in the Change Management Framework.

4. Service management

• Agreed service levels: scope, response times, and resolution procedures are set out in each client’s agreement and reviewed periodically.
• Proactive care: platforms are monitored, updated, and backed up under BeeTcare, so issues are found before they affect the client.
• Structured support: requests are handled as set out in the BeeTcore Service Support Model.

5. From project to service

The transition to ongoing service is planned during delivery, not after it:

• The client receives a handover pack and a walkthrough of their platform, documentation, and credentials.
• Where applicable, a free post-launch support window covers defects found after launch.
• The platform is enrolled in maintenance, monitoring, and backups under the client’s service agreement.
• The client keeps a named contact from project into service, either the same person or a newly assigned contact who is briefed on the platform, so knowledge carries over.

6. Governance and decision-making

• Each side names a single point of contact with authority to approve work.
• Approvals are given in writing, and decisions are recorded in the project workspace.
• Escalation paths are agreed at onboarding, as set out in the Service Support Model.
• Where a client has its own governance structures, such as a steering group or a change advisory board, BeeTcore works within them.

7. Tools and communication

Scope, tasks, decisions, and approvals live in one shared project workspace, which is Notion by default or the client’s own system where one is established. Written comments in the workspace and on shared documents form the record of the engagement. Live calls are used where they are faster, not by default.

8. Improvement and review

Every completed project receives a post-project review, and client feedback is gathered during delivery and after handover. Lessons feed into Continuous Service Improvement. This model is reviewed annually.

Frequently asked questions