Deliver World Class Experiences
How you engage with each customer matters. We help organizations leverage modern software solutions to create simple and exceptional customer experiences that your team will want to use.
Our Solutions Emphasize Three Key Ingredients
Platforms We Use
"Basil is a highly trusted, CRM and no-code / low-code expert. My collaboration with Basil began a couple years ago (2023) and he quickly saw opportunities for developing integrations and products together, and setting the bar for how Formstack is implemented to help customers. Basil blends thought leadership with a tremendous ability to make things happen, making him an ideal partner or services provider. If you are looking for someone to help you drive a significantly improved customer experience and/or to create process efficiencies and time savings for your business, I highly recommend Basil."
Zak Pines, VP Partnerships
Formstack"I had the pleasure of collaborating with Basil during my time leading channels at Creatio. He consistently impressed me with his professionalism, thoughtful communication, and unusual combination of business and technical skills. Basil delivered exceptional experiences for our joint customers. His deep understanding of our platform and genuine commitment to customer success was evident in every interaction. His technical expertise and strong business acumen made him a valuable asset to our entire ecosystem. He was a sought-after resource for customers, internal teams, and even other partners."
John Midtbo, VP of Global Channels and Alliances
airSlate"Basil is an excellent partner and advocate. We have worked closely on a large CRM project in which he has always put my interests first as his customer. I trust Basil to give me the best advice, represent me honestly, and to put my interests first when negotiating on my behalf. Basil understands the value of building a partnership, rather just being a vendor."
Mike King, VP of IT
Anthony & Sylvan Pools"Basil is a thoughtful, thorough, and intentional leader, with strong skills in both technical and functional CRM advisement. Basil's understanding of business operations, resource alignment, empowerment, and execution, have made him an incredible contributor to the CRM practice. Displaying a rare combination of high EQ, subject matter expertise, vision, and leadership, Basil shows up consistently instilling confidence along with being extremely genuine and personable. A driven leader who focuses on doing the right thing every time, Basil builds teams around him to drive success while delighting clients. Basil is a student of business, but even more, a student to life."
Chad Gardner, CFO
Blytheco"I first met Basil early in his time as a Sage CRM advocate. His thoughtful yet persistent approach to “making CRM work for customers” stood him apart from many of our business partners. I saw that, in leading both his own & Blytheco’s CRM practice, he focused on measurable outcomes for all the stakeholders. He brought that same focus to our advisory council, thinking creatively yet pragmatically on helping make Sage CRM a better product for everyone. And, in our many conversations over the years, his candour and humour made our working engagements a pleasure."
David Beard, Sage CRM Principal
Sage Software"Basil was able to take our [CRM] software and customize it to the specific needs of our sales team. He has a talent for setting up CRM to streamline a sales process and eliminate redundancies in sales reporting. Basil has provided our team with better way to track communications with customers and follow up with them, which has improved the overall level of service we provide to our customers."
Larissa Krafft, VP of Operational Excellence
Advanced Industrial Devices"... When Basil was brought on as our consultant, he essentially had to start from scratch (actually worse yet, he had to fix all of the old mistakes). Within six months, and far less money than what was spent with the previous consultant, we had a full functioning (and HELPFUL) CRM. Our calling efforts have more than doubled due to efficiency of tools that Basil made for us. We have salesmen in the office who refused to use previous CRM systems who now "live and breathe in the CRM." I have been blown away with how easy Basil is to work with, if I tell him what I want- he makes it happen. Moreover, he has learned how our company functions, thus allowing him to make recommendations of tools that he thinks will benefit us. I cannot recommend anyone else for CRM consulting; Basil truly is the best there is...."
Alyssa Merna
Bloom Roofing SystemsFrequently Asked Questions
Why do you build software-based solutions using certain platforms?
Each project requires a specific tool for the job. We tend to prefer tools that have the capability and capacity to fulfill more than one or two key needs within the solutions we build.
Formstack and Creatio champion the concept of no-code or low-code solution development. Each platform also provides a robust set of tools to solve for a broad range of capabilities without having to rely on additional software and solutions to fill functional goals. Or better stated, the platforms can do a LOT and are simple enough to customize without us.
With some training, our customers don't necessarily require heavy involvement from our team to maintain and support the solution. That ideology allows us to provide two main options to select from at the end of the initial project for ongoing support:
• Continue supporting and enhancing the solution themselves.
• Continue leveraging our skills and expertise to further develop and enhance the solution.
In either situation, we remain available to support and enable our customers to continue owning as much of the desired ongoing development, support, and maintenance.
By placing the choice in the customer's hands, they have the freedom to choose how they want their initial experience to be and how the solution and platform fits in their business in the long-term.
How much do your services and solutions cost?
Cost will depend from customer to customer and what is being purchased. For our products, the cost will be as low as $2,500 per year.
For customer experience projects or software-based projects, each project will vary. There are three factors that influence cost of larger projects:
• Scope: the itemized features and experiences that we need to implement.
• Complexity: the difficulty of the cumulative project.
• Time: the number of business days it will take to implement the solution, conduct training, and go live.
That said, most Formstack projects take at least one week to complete.
Creatio projects are harder to estimate and can range from a few weeks to several months.
What can I expect if we wanted to engage Malik, Inc. in a Customer Experience project?
We're fans of "no surprises," and as you might imagine, Customer Experience impacts every aspect of how a company engages with their customers and the software used to create a consistently seamless experience.
Needless to say, our customer's projects take on many forms (that is not an intentional Formstack pun).
Every project is unique and will have varying requirements. Some projects will necessitate purchasing software while others use what is already available. Each customer comes to us with unique needs at different places in their journey.
As a potential customer, you can expect your experience to look something like the below list. Keep in mind that not all of the following steps are necessary, but with the below, it can take a week, or multiple weeks - it all depends on you and your priority in getting the project started:
• Introduction Call: your key stakeholders will meet with our experts to get to know one another. Not unlike a first date, there's a lot of talking, setting expectations, and gaining a general understanding of "why are you reaching out to us for help?" The most important outcome of this conversation is setting proper expectations on what's next and how long initial conversations may take to arrive at a proposal or completed project.
• Discovery Call: we can sometimes include this as part of the Introduction Call, but the sole purpose of this is to gain a better understanding of your business and your processes. Our goal is to extract enough information from your team to better understand your organization's lay of the land (what's going well, what's not, what needs to change, the company culture, etc.). From there, we'll start asking enough questions to begin envisioning what a solution might look like for you and set up a demonstration that allows you to see yourself in our proposed solution.
• Demonstration: these come in all forms, but tend to revolve around the concept of whether the solution we're recommending includes software or not. If it does include software, the demonstration could be something as specific as a tailored software demonstration or a storyboard-style walkthrough where we explain each touchpoint along the customer journey as we understand it and how it maps to software. It's not expected to be perfect; however, we are trying to at least begin crafting the initial concepts and ideas of how we believe your customer journey can improve through the deployment of structured solutions and tailored operating procedures for each step in the customer journey.
• Solution Design: if needed, we will outline the path of deploying your comprehensive solution with greater detail. This can be done with you, or we can create an idea or vision with the information you've generously provided in the previous meetings. This becomes the anticipated scope of the project.
• Proposal: we'll meet one last time before we engage in a project to discuss and finalize the scope of the project, your budget, and the timeline it will take to do the work to produce your unique solution.
That might seem like a lot to accomplish just to get started, but the process can be as short as 2-3 meetings over the span of a few business days. We do our best to move at your pace and realize that time is of the essence.
If that sounds good or you're ready to simply get started, click the button below.
What does a typical project look like?
Every project, regardless of what we're building together, will flow in the same manner.
• Project Kick-off: we'll meet briefly to get all project participants together and align on the project's planned timeline.
• Initial Sprint: we run projects in two-week sprints. The first sprint is extracting as much information about your processes and the attributes of a successful project.
• Development Sprints: we'll continue meeting frequently throughout as we build, show, and remediate the solution in incremental builds.
• Hardening Sprint: we have one last push where your team will be doing heavy user acceptance testing while we take that feedback and work out any final bugs before conducting training and enablement.
• Training: we follow a "train-the-trainer" approach where our team will create at least two subject matter experts within your organization. Those people will be charged with conducting user training with our team in support.
• Go-live: we'll schedule go-live, or when your team will begin using the solution as a part of their daily workflow in accordance with your internal training plans. Any final data migrations or data cutovers are performed at this time.
• Support: once your team is live, our goal is to assume a support role for your team and the solution that we've built. Customers choose how they wish to be supported.
While our approach is very structured, the above can be accomplished in a similar manner in a two-week timeframe as it could within a twenty-week timeframe.
How do I get started?
Everything starts with our intake form. It will guide you through the data points that we typically need before we can schedule an Introduction Call.
I'm looking to partner with Malik, Inc. How do I reach out to discuss partnership opportunities?
If you're a managed service provider, software reseller, or someone looking to partner with Malik, Inc. - your path to partnership starts with a form.
Submit an inquiry via the button below, and we'll be in touch in less than 24 hours.