How we do it

All customers differ in terms of specific requirements or internal organisation. There is, therefore, no ‘one-size-fits-all’ approach to introducing systems-based process improvements.

There is, however, a general pattern that enables us to concentrate on ensuring our customers realise the benefits of their investment. At a high level, a typical customer engagement may develop along the following lines:

• Listen carefully to identify the root of the problem and the expectations for a solution;
• Agree the scope and expected benefits for the proposed solution;
• Prepare for the implementation of the solution; incorporating both technical and change-management issues into the plan;
• Implement the solution and measure actual against expected benefits;
• Review the findings and improve the solution, processes and procedures until the expected benefits are being achieved.
• Black Opal Systems staff will record the process of each customer engagement with high-quality documentation throughout.

Our seven-point commitment to our customers

When you choose to work with Black Opal Systems, you have the right to expect the following standards:

• You will be given project start and finish dates which will be adhered to in full unless you agree otherwise.
• The team working on your project will be experienced, friendly and helpful.
• We will honour all of our commitments, absolutely.
• Should any unforeseen problems arise with your project, you will be informed immediately and nothing will be done before seeking your approval.
• You will enjoy the benefits of working with a customer-focussed team who will listen to you and work with you to provide the best solution to each of your particular needs.
• Your feedback will be sought and seen as essential to keep improving the levels of service you receive.
• You will never experience any unexpected price rises.