Our Business Model
Paragon Digital Services Operating Model.
At the start of each engagement, Paragon’s Client Services Team and Paragon’s Delivery Team gather deep insights from clients on how their teams work, communicates, executes, etc. Our model is to deliver work (on time and without error) within our clients systems, tools and established business processes. A key component is mapping out our client relationship is developing a customized Standard Operating Procedure document as outlined below.
Paragon Digital Services documents all of this insight into a comprehensive Standard Operating Procedures manual (see diagram below). It covers:
How, Why and When We Communicate
How, Why and When We Communicate
We layout exactly how we’ll communicate with one another (voice, email, Slack, Jira) in every scenario, from tracking down a campaign creative or any other piece that may be missing for new work we’re given, to frequency and format of reports, to escalating a major issue discovered during campaign execution.
Which Systems & Tools to Use
Which Systems & Tools to Use
We detail which systems the Paragon teams will use for each task, along with the specific processes to follow for every aspect of the engagement. Note: we don’t ask you to use our systems; we adapt to yours.
We document every system to use when setting up, executing, optimizing and reporting on your client campaigns.
Services We’ll Provide
Services We’ll Provide
A significant portion of this document details the services we’ll provide you, and the procedures for taking over them. This will serve as a roadmap covering exactly how we work with you according to your stated preferences.
Obviously, this isn’t a cookie-cutter approach; we customize the roadmap and services to each and every client, mapping it to your unique systems and business processes.
Account Priorities
Account Priorities
Every client has priority accounts, and every account, regardless of size, has small, medium, large and extra-large campaigns for them. We use your account priority instructions to create a matrix, and when we receive new campaigns, we use that matrix to ensure we are aligned based on how you want us to deliver the work.
Escalation Management Plan
Escalation Management Plan
If trouble arises, we will follow your escalation management plan, which is clearly laid out in the Standard Operating Procedures document. We will notify who you want us to notify, with the information you need and will send it within your preferred channel.
The upshot is this: When you work with an outsourcing provider, you specify exactly what you expect of them, and they will abide by your wishes.
Our Commitment: Paragon provides clients with 100% openness and transparency, with access to all service-related data including: campaign or work status, quality and on-time delivery data, troubleshooting, employee utilization rates, and other metrics that are important to you.