Our sales process is helpful and informative. In fact, it typically looks more like a helpful consulting process than a sales call. We are ultimately selling our services and the reputation that comes along with our teams. With this focus, it's in our best interest to only sell our services to businesses that we are upfront with and who affirm that we are the right eCommerce partner to move forward with.
Your business will never get a surprise proposal or contract with repeated phone calls to sign something. We take our time to make sure both our businesses are a good fit for each other. Over the years, we have seen many merchants sign quickly with other partners only to get burned and end up spending more time and money than they ever expected to spend. Good partnerships that are responsible to each other is the ultimate goal.
Assuming it's a new project which includes everything being redesigned and rebuilt, you can expect the following process:
All decision makers, as well as the point person from your business, will interact with our core project team in order to review goals, expectations, processes and schedules as well as identify the forthcoming needs.
This step may last from 1 to 6 weeks or more depending on the project size and requirements. This is a critical step to any new project. This phase explores specifics with each requirement of the project to be designed and built.
A UX design will accompany the Discovery phase. This allows merchants to see a graphical interpretation of what their frontend requirements will look like. UX is the phase that will most benefit your future store. Shoppers need to be aware of where they are in your store and how to find what they want and checkout with ease.
A brand and design questionnaire will be issued and reviewed as a team to understand the new store design needs and goals. The outcome of this document will drive the design intention and produce a branding and style guide for all design decisions going forward. The outcome of this phase will produce a desktop version of all the primary pages and tablet and mobile versions of some specific pages.
Once the discovery, UX design and creative design are complete a final sign-off will take place by your business. The team cannot get started building the new site without this sign-off. This sign-off is an indication to your business and ours that you agree with the storefront and all the technical requirements that will ultimately be built into the new site. We don't like surprises at the end of a project nor does your business. This sign-off is an agreement of what to expect when the project goes live.
During this phase a weekly status call will take place to give your business assurance that the project is on schedule and there are no blockers. Our team should have all the info they need in order to focus on the build of your new site. During this time there will be milestones that your business will be accountable to Rocket Web for in order to maintain the schedule. Some examples may be delivering a final proper product import file, providing all the new content for certain pages or setting up certain backend admin tasks before Rocket Web is complete. Near the 75% completion stage your business will get development server access to view the storefront and begin to get into the Magento Admin to start exploring and setting up business needs.
Once Rocket Web is complete on the development server with the build, we will perform several weeks of QA. This is the process where we run manual and automated tests against the new build to reveal backend and frontend bugs and site issues. We will begin to resolve these issues as we pass along the final site for your business to test.
This phase allows your business to test the final build against the project sign-off requirements phase from earlier in the project. Any bugs or related issues that are part of scope will be addressed and fixed.
There will be a code freeze for a certain number of days before Go Live. Rocket Web will follow our own internal launch process and confirm that your business is ready for Go Live. Our Go Live typically takes place early AM, Monday - Wednesday. Upon Go Live, Rocket Web will test the live site with account creation, login and test orders.
A warranty period will be provided for your business to correct any site issues that were part of the original scope. Sometimes during the early phases of the project, new or modified scope arises. In order to keep on schedule, most of this scope is scheduled for changes after the site launch. It's during this phase, after Go Live, that new or modified scope is started and re-deployed.
Rocket Web provides Managed Services for post-launch support and new site changes and improvements over the course of the following years the site is live.
Although we offer some flexibility in how this is approached, ultimately we are a professional services company, so providing services for free is not a sustainable business plan. We want to be compensated for the effort and time that goes into helping businesses plan and grow their eCommerce websites.
We have three ways to enter into new projects with our clients:
This is the most popular and familiar approach to website development. This process includes gathering requirements at a medium level and then submitting a proposal defining the scope, expectations, schedule and cost of the project. The cost is broken into line items with a blended, fixed, hourly rate multiplied by the number of hours expected for each line item of services and products. The common downside to this approach is that merchants tend to introduce new requirements or "clarify" proposal requirements that actually add to the schedule and cost. This requires either a change request and delay in schedule or an agreement that it will be post-poned until after launch. Rocket Web prefers not to issue change requests and delay schedules unless it's necessary to the business and they really want the new requirements incurred. This method tends to carry extra risks for both parties and can only be managed if clear requirements and expectations are communicated by the merchant. In this method, there is risk for both the client and the agency.
This is the preferred approach by Rocket Web because there is clarity on both sides from the beginning. This process includes splitting the normal Fixed Bid one phase project into two phases and two separate contracts. Phase 1/Contract 1 only includes Discovery and UX design. A deep discovery process takes place with a follow up UX design that reflects the requirements discovered and clarified. Once this phase is complete, Rocket Web can provide a new Phase 2 contract with the effort and time to design, build, test and launch the project. This ultimately allows not only the merchant freedom to only go as far as they want to with their time and money but also allows Rocket Web to be more efficient with time and resources on Phase 2, thus lowering the cost of risk and saving the merchant time and money. No one likes surprises. This method helps eliminate risk for both parties and has proven successful every time.
Sometimes a merchant wants to take a T&M approach. This process includes gathering as much known requirements as possible and then providing a range of hours needed to complete the project. Rocket Web gets to these hours by taking all the team members' hours and adding a percentage of unknowns or risks on top so that the range is on the higher side and there is very little risk or surprises. The merchant will only pay for the hours of service that it takes to complete the project. Rocket Web would track everything in hours:minutes and then submit invoices in incremental stages during the project. If the project goes efficiently and there is good communication on both sides, the project may then end up under the range of hours. This benefits the merchants because they only pay for what it actually takes to complete the project. If the project gets to 75% complete and Rocket Web forsees the hours going over the projected range of hours, then a meeting would be set up to discuss why it's taking longer to complete and come up with a plan to get it under control before there are any unforseen surprises.
We offer more details about our Managed Services here: http://rocketweb.com/faq/services/managed-services