Public Practice
Commercial Practice
Web Development and Content Management
CLIENT A
Challenge: This national leader in the secondary mortgage market recognized that it had numerous challenges maintaining its web site, a major component of its communication platform for customers and investors. The challenges included high turnover in resources resulting in loss of intrinsic knowledge, missed deadlines for mission-critical content updates and inconsistent quality of work. More importantly, strategic opportunities for communicating with stakeholders were being missed.
Solution: Celerity provided an on-site outsourcing solution for web site development and content management under an incentive-based contract. The solution consisted of Celerity consultants and a custom tool for requests and service level management that ensures timeliness and quality of service. Celerity developed a simplified content management process to improve the efficiency and accuracy of web site updates and provided the client with enhanced tools for content management. The Celerity team has also expanded the complexity of the types of tasks processed through the outsource model.
Results: Today the client is experiencing a significantly improved level of service in web site content updates and capabilities. During the first three years of the contract, Celerity has increased productivity of the team by over 100%, reduced error rates to less than 1%, and increased efficiency by more than 10%. The Celerity team has consistently performed at the top level of the SLAs. Our performance has resulted in a multi-year extension of the contract and expanded responsibilities for maintaining critical intranet sites and providing web development services. Today, the Celerity team of 12 resources manages over 240 web sites across 17 domains. Most significantly, we have increased the level of service to the business while reducing per transaction costs of supporting the client's web sites.
CLIENT B
Challenge: A Fortune 200 financial services company faced numerous challenges enhancing and maintaining its corporate web sites in support of tactical and strategic business needs. The challenges, primarily caused by decentralized control of web site content included: quality issues and high costs, lack of adherence to branding standards, and inability to rapidly scale operations to meet demand from 11 critical lines of business. These business placed a three-fold increase in demand on the eCommerce department as a result of shifting corporate investment from direct mail marketing to the web channel. This client also expressed a strong desire to migrate web support functions to agile development practices.
Solution: Celerity provided an on-site outsourcing solution for all marketing content requests from the 11 lines of business as well as the majority of more advanced web development tasks. The tasks, or enhancements, often involve web front-end (display), complex business logic and database functionality. The team is comprised of individuals with diverse skill sets, which allows a much smaller team to handle all types of content, development, and design tasks required within the environment. The Celerity team adapted its delivery approach to follow the agile best practices being utilized across the eCommerce group. Celerity operates under service level agreements ensuring the desired level of productivity and quality to the client on a monthly basis.
Results: The Celerity solution has resulted in increased productivity at a reduced cost. The diverse structure of the smaller Celerity team generates a greater level of productivity than the client's existing larger internal teams comprised of specialists in content, development, and design. The Celerity team has provided an additional $300,000 cost savings to the client by taking on more sophisticated web tasks traditionally outsourced to large agencies specializing in web/multi-channel marketing. Celerity has also implemented improvements within the client's web architecture and processes, resulting in greater productivity for the entire eCommerce organization. Celerity delivers over 1,500 hours of marketing content and enhancement requests each month.