A launch is only successful if your teams can run the platform with confidence. Enablement & Operations is where we make sure people know how to work with what has been delivered, that support routes are clear, and that you have visibility of how everything behaves in production.
As more journeys become data-driven and, in places, AI-supported, this part of the work becomes even more important. It is where governance, monitoring and day-to-day ownership live, rather than in a separate “AI initiative” on the side.
Teams who feel unprepared or overloaded when a new platform goes live
Unclear responsibilities between internal teams, vendors and partners
Operational issues that only surface when customers are already affected
A lack of visibility on performance, incidents and customer impact
AI or automation features that launch as experiments but lack clear ownership, guardrails or monitoring once they are in production
Enablement & Operations is strongest when it is planned early and runs alongside delivery. We embed it into major projects so that:
launch does not come as a surprise to your teams
handover is gradual, not a single “throw over the wall” moment
there is a clear plan for operating and improving both the core platform and any data-driven or AI-supported features over time.
Training
We prepare your teams to work with new platforms, tools and processes. That can include practical sessions for product owners, editors, developers, service agents or marketers. Where AI or automation plays a role, we focus on how to use it safely, how to interpret its output, and when to override it, so people stay in control rather than feeling replaced by a black box.
Service desk
We help you define and set up the right support model. That may involve our own teams, your internal service desk and external vendors. Together we agree routes for incidents and requests, response expectations and escalation paths. For AI-supported features, we add specific playbooks: how to handle unexpected behaviour, when to fall back to a manual process, and how to capture examples that should inform the next improvement.
Vendor management
Modern platforms depend on a network of SaaS and infrastructure partners. We help you organise that landscape so responsibilities are clear and contracts support your operational reality. That includes making sure vendors understand how their systems are used in data and AI flows, and that SLAs, security and compliance expectations are aligned with the way your platform actually works.
Observability
We design and implement logging, metrics and tracing so you can see how your platform behaves in production. This covers performance, errors and integration health, and can extend to AI-related signals such as assistant usage, fallback rates and error patterns. The aim is to spot and understand issues before your customers do, and to have evidence for conversations with vendors and internal teams.
Dashboards & reporting
We set up dashboards that surface the numbers that matter for your business and your operations. That might be uptime, latency, incident trends and release cadence, or more customer-facing metrics such as conversion and task completion. Where AI-supported journeys are involved, we add focused views of their performance and quality so they can be managed like any other part of the product, not treated as a static experiment.
We focus on enabling your teams to operate independently and confidently. This support helps your organisation:
Scale smoothly, without friction or operational chaos.
Maintain reliability and stability of your digital platforms.
Coordinate vendors effectively, preventing costly misunderstandings.
Empower internal teams to adopt, operate, and evolve your digital capabilities with confidence.
Enablement & Operations is especially valuable:
Immediately after launching new platforms or products.
During large-scale digital transformations or replatforming projects.
When scaling your digital presence across multiple brands or regions.
When integrating multiple vendors or complex architectures into your digital operations.
People first. We build alignment across product, tech, and business—relationships are the work, not a by-product.
Independent and open. We share our methods and steer clear of lock-ins, so choices stay yours.
Strategy that ships. Our standards and accelerators shorten the path from plan to production, reducing risk when you move into build.
We create composable solutions to manage the complex challenges of modern digital businesses like yours.To find out how we can help you, get in touch for a no-strings chat, and someone from our team will contact you as soon as possible.