How we manage our Eloqua service delivery

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Eloqua Service Delivery Management

We're not typical

Every one of our Eloqua client engagement strategies is managed by a project manager who is both Eloqua and Salesforce Certified. Unlike many other account and project management operations we strive to avoid loss of translation that typically occurs due to knowledge deficiencies caused by intermediary project managers that do not have the necessary marketing automation knowledge. 

This sets us apart from typical managed services operations, where a PMP certified project manager translates customer requests into back-end tasks.
 

Neither is our Solution

In order to facilitate information exchange and improve project status and capacity management LeadFabric has created a portal and ticketing system: Each request gets submitted via a dedicated email address; e.g. customer@leadfabric.com. That request gets converted into Salesforce tasks and is added to ProjectFabric, our professional services automation platform (based on Clarizen.com).

Our auto responders provide proof of acceptance, and requests follow a nomenclature that allow us to report and conduct post mortem analysis: 

CR: Change requests 
PU: Project update 
MU: Milestone updates 
 

Living in a box

All documents that are exchanged between our client and ourselves are stored and managed in our document management platform powered by Box.com. 
BOX enables version control and mobile access providing you with 24/7 access to all the latest documents and files needed for approval or reference. 

 


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