What can be better than one delivery expert? Four of them. We’ve gathered diverse perspectives and practical approaches to achieving delivery excellence from Svitlana Rumiantseva, Senior Delivery Manager at Innovecs Games; Karyna Prykhodko, and Dmytro Shumailov who are both skilled Delivery Managers, and Liudmyla Levchenko, Delivery Director. By combining their unique views, we’ve compiled a comprehensive insight into how we achieve client success. This is a sneak peek into how we work and consistently deliver impressive project outcomes.

Client feedback is everything. Beyond recognition and quality assurance, it shows us our strengths and what areas need improvement. In our article about CSAT by Rocky Osborn we shared honest feedback on client satisfaction, highlighting that a smooth delivery process is one of the key reasons clients choose to partner with us for the long haul.

Indeed, delivery excellence is vital for any business. When we consistently deliver high-quality solutions on time and go above and beyond, it enhances customer satisfaction and loyalty. And happy clients are far more likely to return and recommend us to others. Meeting and exceeding expectations helps us stay ahead of the competition, building a reputation as a credible and trusted partner.

Seamless project delivery is profoundly more than methodologies and theories. It’s about understanding the nuances, empathizing with our clients, and truly getting into their shoes to provide what they need. This piece highlights the subtle yet impactful ways Innovecs achieves delivery excellence through the insights of our top experts.

Svitlana emphasizes the importance of thorough initial conversations with key stakeholders. She starts with detailed one-on-one interviews to understand their perspectives, concerns, and challenges. To further identify pain points, she visualizes and discusses workflows with clients, pinpointing areas for discussion and improvement. Additionally, Svitlana facilitates discovery syncs with functional teams and customer representatives to uncover hidden issues and align priorities. 

Karyna employs a strategic approach to understanding client needs by starting with broad, open-ended questions. This technique helps to get the conversation flowing and provides initial insights into the client’s perspective:

• “What are your biggest challenges right now?”
• “What’s the main goal you’re aiming to achieve with this project?”

Once the client begins sharing their thoughts, Karyna digs deeper to get to the root causes:

• “Why do you think this issue has persisted?”
• “How is this challenge impacting your daily operations?”

Additionally, she pays close attention to the client’s tone and body language during these discussions. This non-verbal communication often reveals more about their concerns than words alone. For example, if a client appears particularly stressed about a certain topic, it’s a clear indicator that this is a significant pain point for them.

Active listening is at the core of Dmytro’s approach. He carefully listens to what clients express, noting their frustrations and what makes them happy. This method goes beyond just hearing words; it involves understanding the emotions and concerns behind them. By focusing on their expressed pains and problems, he can better grasp the underlying issues. This insight allows him to address the real pain points, ensuring that the solutions provided are genuinely effective and tailored to the client’s needs.

The magic of effective brainstorming begins with creating an inclusive environment. Svitlana and Karyna both highlight the power of diverse perspectives. They believe that involving participants from various backgrounds enriches the brainstorming session, bringing a wider range of ideas and solutions. By ensuring everyone feels comfortable sharing their ideas, no matter how unconventional, they foster an atmosphere of creativity and innovation. Sharing an agenda in advance helps keep the session focused and productive, while clear objectives ensure the team stays aligned.

In Liudmyla’s view, understanding the client’s business specifics is crucial. A deep knowledge of warehouse operations, for example, can significantly improve brainstorming for WMS solutions. Liudmyla stresses the importance of a psychologically safe environment where everyone feels heard and respected. She also values feedback from end users, as their insights are invaluable for validating ideas and ensuring practicality.

For Dmytro, clear communication is the cornerstone of effective brainstorming. Ideally, everyone already knows the problems, so the focus should be on open and straightforward dialogue. This approach ensures that the team stays aligned and the brainstorming session remains productive.

Creating a successful client presentation involves several key strategies, according to our experts. Here are their top tips:

• Know Your Audience: Tailor your presentation to the client’s level of understanding and specific interests. Address their key pain points and business goals directly, demonstrating how your approach resolves their issues and adds value.
• Keep It Simple and Clear: Use a logical structure, starting with the big picture before diving into the details. Keep the presentation concise and use visuals like charts, graphs, images, wireframes, and diagrams to make complex information easy to digest and engaging.
• Show Extra Value: Highlight the benefits and additional value your approach brings. Analyze the client’s ideas and provide new perspectives to enhance their roadmap, ensuring they see the extra value your solution offers.
• Engage the Client: Make the presentation interactive by inviting thoughts and questions throughout. This keeps the client involved and shows that their input is valued, fostering a collaborative atmosphere.

Clear and agreed requirements are essential, as stated by Svitlana. She believes they prevent misunderstandings and keep the project moving smoothly. She also advocates for regular daily meetings to keep the team aligned and promptly address any issues. 

Liudmyla highlights the importance of change and risk management. She advises analyzing the impact of changes, managing risks, and making timely decisions to keep the project aligned with its objectives. Transparency in progress, and having the right technical and domain expertise within the team are major elements she focuses on.

Dmytro shares his colleagues’ sentiments that effective communication is paramount. Regular daily meetings keep the team aligned while maintaining clear and concise interactions with all project teams and stakeholders to ensure everyone stays on the same page. This helps in fast addressing any issues that arise and making sure that all steps are clear and everyone remains in sync.

Liudmyla points out that delivery is often embedded into the development process as it is incremental and iterative. This approach allows for early feedback from clients and users, enabling planned improvements for future iterations; the final project handover becomes less time-consuming and more efficient as a result. The delivery approach can vary significantly depending on the project and product context, so flexibility and adaptability are key.

To ensure smooth and successful final project delivery, Svitlana and Karyna both apply a comprehensive approach. Svitlana highlights the need for a detailed delivery plan with clear tasks, timelines, and responsibilities, alongside setting milestones and checkpoints for progress tracking. Karyna adds the importance of thorough testing in real-world scenarios to ensure the product meets all requirements and performs as expected. Both emphasize the necessity of well-thought-out documentation, including manuals and support guides, to help clients and teams effectively maintain and use the product.

Hard skills and technical knowledge are indispensable, but they’re only part of the equation. Reading between the lines, showing empathy, and thinking creatively for each client are crucial for a project’s success. Groundbreaking ideas often come from the variety of perspectives and approaches each case brings. By combining technical expertise with a deep understanding of client needs, we deliver exceptional results. After all, business is nothing but personal — it’s built on relationships and understanding. It’s about matching the right solutions to the right people and creating partnerships that thrive on mutual success.