CRM Systems Time
Based Consulting Policy
Transparent Consulting. Flexible Solutions. Professional Advice.
At CRM Systems, we operate on a transparent time-based consulting model. Rather than charging fixed prices for complex technical projects, we bill for the time, expertise and specialist resources invested in delivering the best possible outcome for your business.
Every implementation, automation and integration is unique, so our approach provides the flexibility needed to adapt as your project evolves.
The following principles outline how our consulting model works.
1. Expertise Is Charged by Time Invested
Our fees are based on the professional time dedicated to your project. Whether we are consulting, configuring, developing, troubleshooting or providing strategic advice, you are engaging our team’s knowledge and experience rather than purchasing a guaranteed result.
2. Estimates Are Planning Guides
Any estimate or projected timeframe we provide is based on the information available at the time. As projects develop, additional requirements, technical discoveries or changing priorities may affect the overall time required.
3. Projects Naturally Evolve
Technology projects rarely remain static. As new ideas emerge or business requirements change, additional consulting, development or configuration may be required. Any additional work outside the original estimate will be billed accordingly after discussion with you.
4. Proposed Outcomes May Be Refined
Project plans outline the intended objectives and recommended deliverables based on current requirements. As priorities shift or unforeseen technical limitations arise, these objectives may be adjusted to achieve the best practical outcome.
5. Regular Statement Reviews
Clients receive regular statements detailing time spent and work completed. We encourage these to be reviewed promptly. Any questions should be raised within three (3) business days to ensure they can be addressed while work is current and project details remain fresh.
6. All Professional Time Is Billable
Our business is built on providing professional consulting services. Other than our initial consultation, quoting and follow up meeting to discuss our proposal, all work undertaken on your behalf is chargeable, including:
- Meetings
- Telephone calls
- Emails
- Research
- Process Mapping
- Project Scoping
- System configuration
- Documentation
- Testing & Q.A.
- Troubleshooting
- Development
- Project management
Time is recorded in six-minute increments for each consultant involved.
7. Consulting Is Part of the Service
Many of the most valuable outcomes occur before any technical work begins. Business analysis, process mapping, solution architecture, recommendations and strategic planning are all specialist consulting services and are billed as part of your engagement.
8. Client Dependencies May Affect Project Progress
Projects often rely on client input & feedback, approvals, access credentials, third-party vendors or business decisions. Where delays or additional work result from these dependencies, any associated consulting time remains billable.
9. Requirement Changes
Additional functionality, revised objectives or new business requirements introduced during a project may require further investigation, research, planning &/or implementation. These changes are treated as additional consulting work and billed accordingly.
10. Continuous Improvement Is Part of Development
Complex CRM implementations typically involve testing, refinement and optimisation throughout the project lifecycle. Adjustments and issue resolution form part of the normal development process and are included within our consulting services.
11. Third-Party Software
CRM Systems works extensively with platforms including Zoho, HubSpot and many third-party applications. While we provide expert assistance, we cannot control software limitations, outages or vendor changes. Time spent investigating or resolving third-party issues remains billable.
12. Priority Requests
Where urgent assistance is requested, we will always make reasonable efforts to accommodate your requirements. However, urgent work does not alter our billing model or guarantee specific completion dates where external factors may apply.
13. Knowledge Has Value
Our clients engage CRM Systems because of our experience, technical expertise and strategic advice. Whether we are answering questions, recommending best practice, analysing workflows or designing automation, these activities represent professional consulting services and are billed accordingly.
14. Building Successful Partnerships
We believe the best outcomes are achieved through mutual respect, open communication and collaborative working relationships. Where a working relationship becomes unproductive due to ongoing unreasonable expectations or inappropriate conduct, CRM Systems reserves the right to conclude the engagement. Any unused prepaid consulting balance will be managed in accordance with our service agreement.
15. Our Commitment to You
Our goal is to become a trusted long-term technology partner, helping your business maximise the value of its CRM investment. By maintaining a transparent time-based consulting model, we can provide honest advice, flexible support and responsive service as your business grows.
We appreciate the opportunity to work with you and look forward to delivering practical solutions that improve efficiency, productivity and long-term business success.