Our teams are driven by one shared goal: helping you get the most from your eCommerce and web platforms.
Secure your long-term growth
Having dedicated support from IDHL means that you can focus on your long-term business growth, knowing that your websites maintenance, hosting and strategy are being expertly delivered. With us, you can manage your work and create a predictable stream of releases on your site.
Our support process
Providing a flexible service that always adds value, our support process is built around design, development, project management and UX analysis, and led by the following principles:
Proactive by nature
Proactivity underpins everything we do, and our commercial way of thinking spots opportunities to grow your success. We thrive on working collaboratively, keeping up to speed on your objectives and matching them with onsite enhancements that bring ROI.
Growth focussed
Our expertise goes beyond building websites. We help brands truly grow. We look at your unique growth strategy and draw upon our extensive expertise to really move the dial and generate long-term results for your business.
Always secure
Security is a significant concern for all websites. Whether it’s time to upgrade your website to the latest version, protect your environment from cyber-attacks and fraudulent activity, ensure you are PCI compliant or create a recovery plan, we can keep you, your customers and your website safe.
Led by you
We scale to fit your internal capabilities allowing us to collaborate with you in the most effective way possible to achieve your objectives. Our client services team is only a phone call or email away, available to discuss further developments, suggestions and provide guidance.
Features of our support service
With our extensive support, you can access what you need when you need it.
Your own dedicated team
This proactive service goes beyond basic support. As a team, we continuously work to understand your challenges, your industry, your audience, your objectives and your future goals.
Each member of your dedicated team has a core purpose in supporting you:
- Account manager
- Project manager
- UX analysts and visual designers
- Technical lead
Strategic review sessions
Supported by a dedicated account manager and project manager, your challenges and opportunities are identified in real-time with solutions presented during our regular account reviews.
Support Desk
You will also have access to our website Support Desk who provide quick and responsive support and maintenance for your live site, whenever you need it. We can help you with bug fixes, site improvements and ongoing CMS support.
Team training
We always enjoy sharing our knowledge with our valued clients and can ensure that your internal teams have the know-how and skills to maintain your website. As well as bespoke CMS, we also offer refresher training for new team members, empowering everyone in your team to feel in control of your website and eCommerce presence.
Support tailored to you
We scale to fit your internal capabilities, allowing us to collaborate with you in the most effective way possible to achieve your objectives. Whatever support you need, the choice is yours.
Retainer model
Most of our clients work with us on a planned retainer basis, allowing us to organise resources to match your business requirements. Your retainer includes:
- Allocated time in the production schedule for work to be completed, allowing for timescale visibility and prioritisation.
- Account manager support to maintain development alongside regular planning calls to determine work for the next production slot.
- With a monthly roadmap, you can control website investment and channel budget towards work that will provide the greatest return.
Although we’re confident our retainer packages can cover your every need, we can also create custom packages too.
Reactive support
If your business requires more reactive support, we can help with that too. Unlike a lot of agencies, we have a dedicated Support Desk service to exclusively deal with quick turnaround tickets and minor changes. A set number of service hours can be purchased which can be used as and when. If your hours are used up, you can replenish them whenever you need to.
Support timebank
Top up your development hours with a Support Timebank. Not restricted by month, timebanks are a pot of hours dedicated to supporting your business. You can tap into these for hosting and support, extension installations, patch installation, redirect implementation, design and UX, strategy guidance or general requirements.
Creating shared success
Still unsure what support level would suit you? Get in touch and let’s have a conversation. We’ll help you determine the level of service you need to support your growth ambitions.
