Q & A: Getting to Know TotalCare

Have you heard of TotalCare? It is Corra’s new post-launch program, and it is the gold standard in ecommerce support. While other programs react to what you ask for, TotalCare proactively fixes issues, maintains performance and improves conversions.

As Corra continues to phase out CAMS in favor of this new service offering, I talked to Brendan Reilly, Director of TotalCare, to get the inside scoop on what makes the program unique.

How is TotalCare different from CAMS?
CAMS was basic break/fix support; aside from Corra’s reputation and expertise, there wasn’t anything structurally that would differentiate it from what other agencies were offering. TotalCare goes beyond that. While implementation projects are extremely valuable, consistently improving your site is where you can really boost your return on investment. That’s where TotalCare comes in.

Why should a retailer choose TotalCare?
TotalCare provides enhancements and optimizations in addition to break/fix support. We want to help you fine-tune your ecommerce operation to support your business strategy. The digital world evolves, and you want to evolve with it to take advantage of new opportunities to enhance or protect your revenue. From getting higher conversion rates to attracting better quality customers on the site to improving performance and security, it all ties into the optimizations and enhancements that TotalCare provides.

Can you elaborate on the process of helping a client with enhancements?
Many clients come to the table with strategic goals for their business. In addition, our great strategy team, lead by Ryan Leffel, and technology team, led by Manish Paranjape, can apply their substantial expertise to make recommendations that help create a roadmap. This all is delivered through the Technical Account Manager, or TAM, and it’s their job to really pull it all together and make it happen for you.

A TAM is basically an extension of the client’s team within Corra. We want to build up that relationship to the point that the client sees the TAM as their person inside our operation. It’s not just someone who answers the phone when there’s a problem. It’s someone on their team who understands their business, knows their goals, and acts on them.

“The digital world evolves, and you want to evolve with it…”

What if a business doesn’t know what they want or need in terms of optimization?
In this case, the TAM becomes even more important. It’s a technical role, so it’s someone who understands the solutions and the platform you’re on. If you say, “I know I want to increase conversions,” but you don’t know how it works in the solution side, the TAM can explain it and walk you through it. In other words, the TAM serves as a consultant when the client isn’t sure about specifics. They will ask intelligent questions, offer meaningful advice, or bring up another solution you may not have known about. TAMs also work with other Corra teams, like Strategy or Business Analysis, to recommend solution partners. They know who needs to be involved to provide the best solution for you.

How does TotalCare ensure that clients don’t run into overages with their budget?
To create a budget, we make a recommendation based on the size of the business, what you want to do, and what additional strategy or consulting you’ll need. Then the TAM works closely with the client to give a full picture of where you are at any given point against that budget. This all gets discussed on a weekly call. They may say to a client something like, “I know you want this change now, but here’s your budget, and to get this done we may have to scale back somewhere else.”  There is a lot of communication between the TAM and the client to ensure visibility and prevent overages.

Another great thing about TotalCare is that we don’t charge overage penalties. If you expect to use X hours in a month and you use X plus 10, many agencies will charge you a higher rate for those 10 additional hours. At Corra, we don’t think that’s fair to you – we believe you shouldn’t be penalized for running your business. We charge the same rates no matter what.

What aspects of TotalCare do current clients enjoy most?
What clients especially like about TotalCare is the adaptability and the flexibility. They know they can say, “Our business priorities have changed and now we want to deliver this new enhancement in the next release cycle,” and TotalCare is able to deliver on that. Our team is capable enough, and our process is built well enough, that we can easily react to these requests. The framework is set up so that the client can work within it however they like. It’s unique among support programs, and it’s something our clients love.

To learn more about TotalCare, visit our Support page or email [email protected].

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Sasha Butkovich is Marketing Copywriter at Corra, a New York, Los Angeles and London based digital commerce agency creating unified commerce experiences for fashion, lifestyle and beauty. With a team of 100+ ecommerce strategy, design and technology professionals, Corra delivers rich shopping and buying experiences across all channels and devices. Corra is trusted by retailers of all sizes to implement and support Magento Enterprise, Demandware and hybris platforms.