______
Powered by Delivery Intelligence™
Delivery Intelligence™ (DI) is our human-led, AI-accelerated approach to Salesforce transformation. People make the calls. AI carries the load on the parts that used to slow delivery down.
It’s how we move faster without trading away control, and it’s the engine underneath all eight steps below.
Underneath one interface, Delivery Intelligence acts as a broker. A consultant asks a delivery question or requests a delivery action; DI works out which system holds the answer, what project context is needed, which specialist agent should take it, and when several of them need to run in sequence.
It reaches straight into the systems the work actually lives in: Azure DevOps, Project IQ, our internal knowledge base, Certinia PSA. Which means the hours that used to go into hunting for the right SOW, reconciling three versions of a requirement, or rebuilding context after a staffing change go into the design decisions instead.
Your program is governed the same way we govern ours.
GROUNDED IN A DEFINED PLAN
We map before we build
In every estate, we inventory the capabilities that exist but were never switched on, the data already available, the processes in place, and the best opportunities to cut manual and redundant work. Governance gets written once at the top and inherited all the way down, like traffic laws that apply on every road your agents circulate on.
The Enterprise Charter
becomes your roadmap
Sets the order of investment across functions and shows how each domain supports the others, so they reinforce each other instead of duplicating work.
Owned by the CEO or COO
The Domain Charter
is your city plan
Catalogues what the function has and what it lacks, so you can tell where an agent is the right answer and where the fix is a tool, an automation, or training.
Owned by the function’s executive
The Agent Charter
as the vehicle blueprint
Documents what the agent accomplishes, where the human gates sit, what it deliberately doesn’t do, and everything it needs to work as intended.
Owned by the team it works for
BUILT AROUND YOUR PEOPLE
We run change management alongside the build
We monitor and support adoption from the first workshop through every quarterly review rather than saving it for launch week. Training plans, documented best practices and human review points get built into the solution itself, and we stay with your team through the change.
Your team works alongside the agent before it touches the full queue, which is where most of the objections surface and get resolved. Enablement keeps going after the launch.
Adoption is the number one success factor.
8 steps to reach your outcomes
Inventory
what you own and do
We go function by function and record the systems that actually run the work, plus the AI capability already sitting inside them, marked active, dormant, or one entitlement away. Everything after this depends on that picture being accurate.
Result: A systems and embedded AI inventory, plus an activation list ranked by effort
Timeframe: 1 to 2 weeks per function, 3 to 5 if we sweep several at once.
What’s your role: Point us at whoever owns licences and entitlements, and put one operational lead per function in the room who knows how the work really runs.
That is the normal starting position, and a large part of why the step exists. Most clients find at least one AI capability they are paying for and not using.
With support from our internal Workshop Planning and Requirements Agents, discovery prep drops from most of a day to under an hour, drawn from insight across 300+ past similar sessions. Those hours go back to your team, spent deciding which outcomes are worth chasing to achieve significant measurable impact on your operations.
Identify
the processes worth targeting
We map the processes inside the function and rank them against the outcomes the business is measured on, with a current baseline attached to every candidate. Ranking by dependency as well as payoff keeps you off the use case that only demos well.
Result: A ranked shortlist of candidate agents, each tied to a number and a baseline
Timeframe: 1 to 3 weeks, faster if your operational reporting is already trusted.
What’s your role: Own the ranking. You confirm which outcomes count, and you bring the supervisors who can say where the process actually hurts.
No. You pick one to start, and the rest stay in the charter with a sequence and a dependency note, so nothing found here gets lost.
Our delivery architects work as outcomes consultants, trained to challenge the process rather than document it as found. You spend the budget automating the workflow worth having, not making an inefficient one run faster.
Define
the charters
A domain charter per function sets what to keep, what to switch on, what to build and in what order, and the enterprise charter above it becomes the roadmap that carries governance down to every function. Fixing the plan first means the foundations you strengthen next are the ones it actually depends on.
Result: A domain charter per function, and an enterprise charter that reads as a roadmap
Timeframe: 2 to 3 weeks per domain charter, plus two for the enterprise charter.
What’s your role: Sign it. The function executive owns their domain charter, and your CEO or COO settles the order the functions move in.
You can, and plenty of clients do. We compress the first two steps into a fixed-scope working session series of two to three weeks and hand over the domain charter at the end.
You walk away with the charters: what to keep, what to switch on, what to build, in what order, and the number each agent has to move. The plan holds when sponsors change, and it stays yours whether or not we build any of it.
Solidify
your connections and data foundations
The charter names the agents, which tells us exactly which data and connections have to hold: current records rather than overnight exports, identity that survives across systems, APIs quick enough for a live conversation. We clear what blocks the first agent and schedule the rest.
Result: A scored data and integration readiness map, with the blocking gaps closed
Timeframe: 2 to 6 weeks, at the top of that range if identity isn’t resolved across systems.
What’s your role: Open the doors. Your data and integration leads clear access, and security joins now rather than after the design is signed.
Cleaner than you would like for the first agent’s own inputs, and no cleaner than that for anything else. Those inputs need to be green. The rest can sit at yellow with a date against it.
Real delivery starts here, so our Certinia Staffing and Project Assistant put the specialist you need on the week you need them, and keep budget, forecast and slippage visible to both sides long before any of it becomes a difficult conversation.
Design and build
your agents and control plane
The business intent set out in the charter becomes a workable plan: the components the agent needs, the systems it reaches into, its decision points, its escalation paths and the handover to a person. Specifying it that tightly is what makes the built agent behave the way the function asked for rather than the way the build was convenient.
Result: A build-ready agent design, and the agent built against it
Timeframe: 1 to 2 weeks per agent, quicker once the first one in a domain is done.
What’s your role: Validate the plan. Your functional SMEs confirm it delivers what the charter asked for, and you nominate the risk reviewer for anything customer-facing or regulated.
Less than you will want by month three. Start at draft-and-approve and widen the mandate once the ledger shows the agent has earned the trust. Every client pushes back on this and roughly none regret it afterward.
Our Solution and Build Agents draft the design and first build from your own org metadata and two decades of delivery patterns, then a Diabsolut architect edits and owns it. You get the pace of generated work with the accountability of a named engineer.
Test and deploy
into real operations
The agent ships on the platform you already license, inside your governance, into live operations with a defined first population, a rollback path and its measurement wiring switched on. A demo running curated data proves nothing you can take to a budget review.
Result: A live agent in production, working a real queue
Timeframe: 3 to 8 weeks for the first agent, longer if production approvals are heavy.
What’s your role: Announce it and staff it. You handle internal comms to the affected team and name whoever signs off production changes.
The charter named a number and a review date. If the number does not move, we turn the agent off and tell you why. That conversation is cheaper than defending it for three quarters.
We now put only 40% of our effort before deployment, which gets you live sooner and returning value earlier. The rest goes into staying involved afterward, where real-world iteration keeps growing what the agent delivers.
Fine-tune
your agents to optimize their impact
We read the ledger against baseline on the numbers the charter committed to, then tune the agent on real traffic: escalations it should have handled, ones it should never have touched, phrasing that confused it. By our estimate around 60% of the work sits on this side of go-live.
Result: A ledger read against baseline, and an agent tuned on real traffic
Timeframe: First read at 30 days, then quarterly, with most tuning inside 90 days.
What’s your role: Hold the review. You keep the quarterly ledger read in the calendar and own the number each agent is judged against.
Whatever the agent charter committed to, and nothing else. Handle time, first-contact resolution, cost per case, cycle time, forecast accuracy. Two numbers you will defend beat twelve you will ignore.
AgentGuard™ catches drift, rising cost and changed behaviour through monitoring rather than through a complaint from the floor. Your agents keep earning the number in their charter instead of quietly sliding off it.
Scale
your agentic footprint
The proven agent expands to the next team and the next charter item starts, with the earlier steps shrinking because the inventory, the readiness map and the connections already exist. New agents inherit governance rather than renegotiating it.
Result: An agentic operating model, and a roadmap that reflects what actually worked
Progressively, and we would rather say that plainly. The charter cycle is designed to be run internally. What stays hard is platform depth and integration, which is where clients keep us.
Two decades of delivery in high tech, professional services, healthcare and consumer services shapes the sequence, so your long-term plan reflects what held up at scale rather than what read well on a slide.
Bring us your busiest process
We’ll tell you what agents could do with it.