Many customers do not initially view the implementation process as part of the customer service experience. At Affinity, that perception changes quickly. Led by Brittanie Stacy, Director of Implementation and Service, the team champions a customer-first planning approach and fosters a flexible, adaptive process that consistently delivers exceptional onboarding outcomes for a diverse range of clients.
1. Starting with Customer Success in Mind
Every implementation begins with the end goals clearly defined. “Successful implementations always begin with understanding how our customers define success,” says Brittanie.
The team invests significant time upfront to uncover each client’s objectives, then builds tailored roadmaps rooted in those outcomes. This mirrors industry best practices, which emphasize detailed needs assessments and milestone-based planning to align teams early and set expectations clearly.
2. Adaptability at the Core
Change is a constant during complex rollouts. That is why adaptability is built into every phase of Affinity’s process. The team anticipates shifting needs even before they surface and adjusts in real time as client requirements evolve.
Agile methodologies—organized into phases or sprints—allow the team to pivot without losing structure or progress. This balance ensures flexibility never comes at the expense of accountability.
3. Structured Yet Flexible Process
Behind every seamless rollout is a structured framework. The team follows documented standard operating procedures (SOPs) to reduce variability and manage risk.
These SOPs ensure consistency across projects while still leaving room to adjust steps based on each customer’s unique context. This balance of structure and adaptability allows the team to move quickly without compromising quality.
4. Team Design Enables Agility
Affinity’s implementation group is intentionally built to be nimble, cross-functional, and empathetic. With deep experience and a collaborative mindset, they can spot potential roadblocks early and respond quickly, keeping timelines intact and clients informed.
In today’s dynamic enterprise environments, this kind of agility is not just valuable. It is essential.
5. From Implementation to Long-Term Partnership
What makes Affinity’s approach stand out is not just how projects launch, but how they evolve. The same team that builds the program also helps support it after implementation.
By involving program managers, service representatives, and other post-launch stakeholders early in the process, the team creates continuity. This team-based model ensures that the people who support the account long term were part of laying its foundation.
That continuity builds trust. It also allows for smoother transitions, fewer surprises, and faster issue resolution after go-live. In other words, the foundation built during implementation continues to support the program well into its lifecycle.
6. Driving Outcomes and Continuous Improvement
The team does not consider a project complete at launch. They partner closely with customer service and leadership to collect feedback, measure outcomes, and refine their methods over time.
Each implementation becomes a stepping stone toward even better results in the next. This commitment to continuous improvement ensures that excellence is not a one-time achievement—it is a repeatable standard.
Why It Matters
Implementation is not a transactional step. It is a strategic foundation. At Affinity, that foundation is built with intention, collaboration, and adaptability.
From the first discovery call to long-term account support, the customer remains at the center. Under Brittanie’s leadership, the team blends proven methodology with real-time flexibility—delivering implementations that meet defined goals, launch on time, and build lasting partnerships.