How We Work

Audienceware works through a flexible managed services model designed to help organisations build the systems, data, strategy and delivery capability they need to Engage Your Audience.

Our model combines two complementary delivery layers: Support Services and Solutions Services. These layers apply across our service areas — including websites, CRM, data, automation, analytics, UX and digital strategy.

Clients can engage Audienceware through an Engagement Plan or on a project basis, depending on the type of work required.

Flexible Managed Services Model

Unlike traditional agencies, Audienceware does not maintain layers of account management or customer service overhead. Clients engage directly with the people delivering the work, with communication, scheduling and task management handled through our online Support Portal.

This provides a single point of contact, clear visibility and efficient collaboration. It also means more of each client’s investment goes into practical delivery, not administration.

The result is a lean, value-driven model that gives clients access to the right expertise at the right time — from day-to-day system support through to senior strategy, analytics, design and delivery.

Two Delivery Layers: Support and Solutions

Audienceware’s services are delivered through two integrated layers:

• Support Services keep your systems stable, secure and usable.
• Solutions Services help improve capability, performance and engagement outcomes.

These are not separate service lines. They are different ways of working that apply across all Audienceware services. A CRM request, for example, may begin as a support ticket, become a development task, or require a solutions project if it involves workflow redesign, integration, reporting or strategy.

Engagement Plans vs Projects and On-Demand Work

Clients can engage Audienceware through an Engagement Plan or on a project basis, depending on the type of work required.

Engagement Plans 

• Suited to organisations looking for an ongoing framework to plan, prioritise and deliver work across support and solutions over time.
• As platform use grows and work increasingly involves the Solutions Services team - including change requests, automation, analytics and strategy - Engagement Plans provide bundled value that supports staged development, predictable budgeting and alignment between delivery effort and outcomes.
• This approach works well where continuity, shared context and steady improvement are important.

Projects and on-demand engagements

• Suited to defined initiatives with clear scope and timing, such as digital strategy, UX design, analytics projects, migrations, integrations or platform enhancements.
• This model provides focus and flexibility, allowing work to be scoped and delivered independently where ongoing capacity or staged development is not required.

Choosing the Right Approach

• Engagement Plans suit organisations planning ongoing improvement and regular use of support and solutions capability.
• Projects and on-demand work suit discrete initiatives or targeted specialist work.

Many clients use both approaches at different times, depending on priorities, budget and internal capacity.

If you would like to discuss which model best fits your current needs, we are happy to talk it through.

How Requests Are Managed

All support and development requests begin through the Support Portal. This ensures every task — from a quick fix to a strategic project — is recorded, prioritised and managed through a consistent workflow.

The Support Team handles operational work directly. If a request requires deeper analysis, development, design, analytics, strategy or defined scope, it may be escalated into Solutions work.

• Raise support and development requests through the Support Portal.
• Use tickets to keep communication, files, time and progress visible in one place.
• Routine support work is handled within the agreed support or Engagement Plan arrangements.
• Larger or more complex work may require discovery, scoping, scheduling and budget approval.
• Solutions work is usually planned in advance, but can be brought in for urgent or complex issues when required.

For operational guidelines, see Support and Development.

Tools, Data and People

Audienceware’s model is designed to help organisations access the tools, data and people capability needed to improve engagement.

• Tools — we support and improve platforms such as WordPress, Drupal, CiviCRM, Mautic, analytics tools, dashboards and related digital systems.
• Data — we help organisations connect, clean, analyse and use data to guide decisions, improve targeting and measure results.
• People — we complement your internal team with support, training, developers, analysts, strategists, designers and delivery specialists.

By aligning these capabilities with your goals, Audienceware helps your organisation build capacity over time — from stable systems and better workflows through to stronger engagement, deeper participation and more sustainable revenue or impact.

Benefits of Our Model

This flexible managed services model allows Audienceware to deliver:

• Everything you need — from ongoing system support to specialised strategic projects.
• Lowest essential cost — by keeping overheads low and focusing investment on delivery.
• Premium capability when you need it — through access to senior strategy, design, analytics and development expertise.
• Clearer priorities — with work managed through tickets, briefs, plans and scopes.
• Better long-term outcomes — by improving tools, data, workflows and engagement capability over time.

In short, Audienceware gives clients the right expertise at the right time — keeping costs low, responsiveness high and quality focused on practical outcomes.

Next Step

Talk to us about the best way to work together. We can help determine whether your organisation needs an Engagement Plan, a scoped project, a short review, or a combination of approaches.

Contact Audienceware