Saiga works on the layer underneath the platform: how CRM and customer communications are governed, owned and controlled, so the activity scales without creating risk. Every engagement, whichever problem it starts from, runs on the same spine. This page documents it.
How we work
CONTROL: 7 dimensions of a governed system
Every diagnostic engagement assesses the same seven dimensions. Each is rated Strong, Moderate or Developing, and every finding is tied to a dimension, so the assessment is comparable across brands, systems and time.
Clarity. Are the stages, definitions and data of the system defined and consistently applied, or does each team hold its own version of the truth?
Oversight. Can leadership trust what they report on? Whether that is campaign performance, pipeline health or customer outcomes, the question is the same: does the number mean what the board thinks it means?
Navigation. How things move through the system: data flow, journey logic, handoffs between functions. Where movement depends on individuals rather than design, the system has a navigation problem.
Triggers. The events that drive action: lifecycle triggers, automation, routing. Are they designed, documented and owned, or accumulated?
Regulation. Governance and adherence: data governance, consent, compliance obligations, and whether the rules that exist are actually followed.
Optimisation. Where value leaks: underperformance, revenue leakage, missed renewals, effort spent on activity that cannot be tied to outcome.
Lifecycle. The end-to-end view: whether anyone can see and manage the whole customer or revenue lifecycle, or only the fragments their function owns.
The diagnostic running inside the Consumer Duty evidence review, the post-acquisition review, and the migration readiness review is CONTROL, scoped to the question each of those engagements has to answer.
CLEAR: 5 elements of an operating model that holds
Diagnosis without redesign is a report. CLEAR is how the findings become an operating model, built in defined sprints rather than open-ended programmes.
Control. The governance of the system being rebuilt: what is decided centrally, what stays local, and who holds the line between the two.
Lifecycle. The stages being redesigned, customer lifecycle or revenue pipeline, defined once and applied everywhere.
Execution. The remediation itself: platform configuration, automation rebuild, the practical work that makes the design real.
Accountability. Ownership across the system: who owns the data, the process, and the handoffs between marketing, sales and service, which is where most operating models actually fail.
Readiness. Whether the organisation can run what has been built: the team, the skills, the documentation, and the habits the model depends on.
Consolidation engagements and remediation work run on CLEAR. The sprint is scoped from the CONTROL findings, so nothing is rebuilt on assumption.
What happens after the work
Operating models decay. People leave, acquisitions land, platforms change, and the discipline that was installed erodes quietly unless something holds it in place.
The Governance Oversight retainer is that something: a monthly rhythm in three movements.
Review. The state of the system against the standards that were set: what has drifted, what has broken, what has quietly grown.
Challenge. The independent voice in the room: decisions examined before they are made, vendors and agencies held to the operating model, convenient shortcuts named as what they are.
Improve. The model updated deliberately rather than eroded accidentally: standards revised as the business changes, so governance serves the business rather than freezing it.
From £5,500 per month, minimum three months. The retainer follows an engagement; it does not start one, because there is nothing to govern until the model exists.
The method is constant. The entry point is yours.
Engagements start from the problem in front of you: a board report that cannot be evidenced, an acquisition that never consolidated, a migration that needs an independent eye, a function that needs an owner. The method underneath is the same in every case.