Five written steps, named people, the systems we already operate, and an honest comparison with the alternatives.
How we work
No discovery phase billed twice, no transformation programme, and no statement of work longer than the work it describes.
Bring the failure you are dealing with, or the date you have committed to. We ask what your systems are, who owns what today, and which figure you are answerable for. If we are the wrong team you hear it here rather than in week three.
Roles, seniority, coverage hours, reporting cadence, rate and start date. Short enough to read in one sitting, and specific enough to compare against a job description.
You meet the people before they start. Access is created by you at least privilege, secrets held in a manager, nothing exported to a laptop, and every automated action logged from the first day it runs.
In your back office, your CRM, your CMS and your service desk. You receive the weekly management pack your board already expects, and a named contact available through your working hours.
What moved, what did not, what we would change, and where capacity should be added or reduced. Roles and coverage are adjusted at this review rather than renegotiated under pressure.
The person on the first call stays on the account. There is no handover to a delivery team you have not met.
Own the daily queues, the campaign calendar and the cadence. Your first point of contact for anything running.
Holds the feeds, the reconciliation and the reporting. Repairs what a support team could only escalate.
Builds what should not be done by hand, and maintains the log of what ran, what it changed and how to reverse it.
You meet every named person before the engagement begins, and any change to the named team is agreed with you in advance.
The part that is unusual
Most providers who will run your operation want you on their platform first, and several will only do it on that condition. Their operations team exists in part to improve their own product. Ours exists to run yours.
We work inside the back office you already use. If it is the wrong platform for you we will say so, but that is a separate conversation and not one we are paid for.
Your name on the licence, your contracts with your vendors, your commercial terms. We resell nothing and we do not sit between you and any supplier you already pay.
In your systems, under your controls. Least privilege access from day one, nothing exported to a laptop, and every automated action logged and reversible.
Systems we work in, not partnerships we have signed. We hold no reseller agreement with any vendor listed here. The marked eight are configured, run and supported by this team as part of the working week. The rest we integrate against, migrate onto and support once a client brings them, and we will say which is which before you ask.
Back office operations run daily, and established from scratch where nothing exists yet. Promotion and incentive configuration, eligibility rules, product and provider setup, customer and payment administration, reporting, and the reconciliation routine around all of it.
Lifecycle and retention operations. Segmentation, journeys, engagement mechanics and campaign build, plus the event and attribute plumbing that determines what those tools can actually see. Most retention ceilings are set here rather than in the campaign.
Service desks that teams can work in at volume. Queues, macros, routing, escalation paths and tagging that survives an audit, plus the reporting that indicates whether resolution time is a rota problem or a systems one.
Content operations against the campaign calendar. Landing and promotion pages, terms and disclosures kept current per market, localisation with a review step, and component libraries so a routine page does not require an engineer.
The request queue between your operation and whoever builds. Request types that separate a failed payment from a copy change, service levels that mean something, an owner per queue, and a record so the same failure is not rediscovered twice.
The reporting layer that has to reconcile before anyone trusts it. One definition per metric, one timezone, a documented source for every figure, and a management pack that finance and marketing can both sign.
If your systems are not listed here, say so on the call. We will tell you honestly which parts we already operate and which we would be learning, and the second answer is not automatically a decline.
Against the alternatives
Each is the right answer to a different question. Here is where each of them stops.
| What you are actually asking | Your platform's managed service | A support outsourcer | An engineering supplier | Vesperline |
|---|---|---|---|---|
| Will they operate on the platform I already run | Only where that platform is theirs. | Yes, but only the human half of it. | They do not run operations at all. | Yes. That is the position. |
| Who repairs the export that stopped feeding the CRM | Their roadmap, on their priority. | Nobody. They report it and wait with you. | They do, once it reaches the queue. | The same team that noticed the segments went stale. |
| Who is accountable on a Friday afternoon | An account manager, on Monday. | A team lead who can escalate to nobody. | A ticket queue. | The named engagement lead, who was on the first call. |
| Can the shape of the team change with demand | The licence does not flex with it. | Seats flex, capability does not. | The team stays the same size. | Roles and coverage are reviewed monthly. |
| When you should not appoint us | You intend to consolidate onto a single vendor. | You need forty seats in one language, quickly. | You have a large greenfield build and a product owner. | Any of those three. We will say so on the call. |
Engagement models
Resourced the way you already buy delivery capacity: named people, defined seniority, agreed coverage and a monthly review. Not a fixed project with a cliff at the end of it.
One named person, part time or full time, embedded in your team and working your hours. Suited to a single function that has outgrown the person currently absorbing it, or to holding a role while you recruit for it.
A small unit with an engagement lead, operations specialists and integration support, sized to your volume and coverage. The usual choice where the work spans operations, systems and reporting rather than sitting in one seat.
We take ownership of a defined function against agreed service levels, with the technology work included rather than raised as a change request. Suited to a function you would rather not manage day to day.
Who does the work
Vesperline is a service business. There is nothing to install and no licence at the end of this page.
The person on the call is the person on the account. No pyramid, no account management layer between you and the team, and nobody learning your configuration on a live environment.
The hours we cover, the overlap with your own team and who is reachable outside them are written into the proposal before anything starts, rather than discovered in week two. If you need a window we cannot sustain, we will say so instead of agreeing to it.
We are a new firm. We hold no security certification yet, we have no client logo wall, and we will not publish a percentage that has not been audited. Ask us to evidence any statement on this page before you grant access, and we will.
Thirty minutes, no deck and no script. If we are not the right team for it, we will say so on the call.