Key Considerations When Choosing a Sitecore Support Partner
While Sitecore is a powerful and versatile platform, maximizing its potential often requires the expertise of a skilled partner. When you're choosing a Sitecore partner, everyone claims to be an expert in the platform. But how deep does that knowledge go?
Selecting the right Sitecore support partner is essential for the long-term success of your digital strategy and implementation. In today’s blog, we’ll cover key considerations that will help you make an informed choice about who to partner with.
Level of Technical Expertise
When it comes to choosing a Sitecore partner, depth of knowledge is everything. Sure, most partners on Sitecore’s roster know the basics, but how far does their expertise actually go? Many juggle multiple digital experience platforms (DXPs), and Sitecore is just one of many priorities for them. Sure, many Sitecore partners are familiar with the platform, but might not be their bread and butter. They could be juggling different digital experience platforms (DXPs) and competing technologies at the same time.
But not us. At Onecare (powered by Fishtank), we’re laser-focused on one thing: being the best at Sitecore. We don’t spread ourselves thin across multiple technologies. Instead, we invest heavily in mastering Sitecore because we know how much it can elevate the digital experience for enterprise organizations. By putting “all our eggs in one basket,” we’ve developed unmatched expertise, allowing us to align closely with Sitecore’s roadmap and vision.
You need a partner with deep Sitecore knowledge who truly understands the platform inside and out. A team of expert developers is crucial to ensure your Sitecore projects are handled with skill and precision. Plus, seamless API integration with other systems is essential for creating a smooth, efficient digital experience.
Proven Methodology and Best Practices
When a Sitecore partner truly knows the platform inside and out, their processes become a well-oiled machine. A proven methodology means they've honed their craft, repeatedly refining and perfecting their approach like a science. This is where customers win big. Instead of reinventing the wheel for every project, a seasoned partner can lean on tried-and-true methods, delivering results faster and with less friction. It’s like a chef who’s mastered a signature dish—each time, it gets better, more efficient, and impossible for the competition to replicate.
At Onecare, we don’t settle for “good enough.” Our support team is packed with the crème de la crème of Sitecore talent. We’ve been through it all—across every version, in countless scenarios. This isn’t a job for the B-team. We make sure the brightest and best are on your side, handling everything from the minor nuisances to the “uh-oh, what’s that?” moments. Whether it’s a simple fix or an unforeseen issue that no one’s solved before, we’ve got the experience and expertise to handle it.
Here’s why it makes a difference: We follow industry-standard best practices because they’re the foundation of success—cutting corners isn’t our style, and it shouldn’t be yours either. Our proven methodology reduces risks and ensures projects are delivered on time, leveraging our experience to make each implementation faster and smoother. And while we’re all about a solid plan, we’re just as skilled at pivoting when needed, adapting to changes without ever compromising on quality.
Strong Communication Skills
One important facet of Sitecore support success, relies on a partner’s ability to communicate. Strong and consistent communication, especially during times of turbulence when there are technical problems that need solving or with the site or complex functionality that needs to be implemented, client and partner collaboration is key.
Having worked very closely with our Sitecore support team, I understand the importance of transparent stakeholder engagement. Clients want to know their Sitecore partners are aligned with their project goals and consistent in their communication. The role of transparency in a Sitecore partner and client relationship is that it contributes to building trust and ensuring project milestones are met, and support issues are resolved quickly.
Relevant Experience and Industry Knowledge
When evaluating a Sitecore partner, industry-specific experience is just as important as technical expertise. Different industries have different needs, and a partner with a strong understanding of your field will be better positioned to provide tailored solutions. Onecare has worked with clients across various industries, from financial services to retail, each with its own set of challenges and goals. Our case studies and client success stories demonstrate how we’ve leveraged Sitecore to solve complex business problems in diverse industries.
Making the Final Decision
Choosing the right Sitecore partner is a critical step that requires a thoughtful evaluation of all options. It’s essential to weigh various factors beyond just the upfront costs. While the cheapest option might seem appealing, it's important to remember that the value you get from your partner—whether in expertise, responsiveness, or long-term support—will have a much more significant impact on the success of your Sitecore implementation and ongoing operations.
Here are a few key considerations to keep in mind when making your final decision.
Balance Cost with Long-Term Value
When evaluating a Sitecore partner, think beyond the initial price tag. While a lower-cost partner may seem like a win for your budget, it's worth considering whether they have the depth of experience and resources to support your platform long-term. A lack of expertise may result in costly delays, technical debt, or an inability to optimize Sitecore to its full potential. On the other hand, investing in a partner with a proven track record and deep Sitecore expertise may come with a higher initial cost, but the long-term benefits—such as faster time to market, fewer technical issues, and the ability to scale your digital experience—are invaluable. In this regard, Onecare’s support model is designed to provide not just reactive problem-solving but proactive optimization and continuous improvement for your Sitecore solution.
Evaluate Expertise and Scalability
Your organization’s needs may change over time, so it’s important to select a Sitecore partner who can scale alongside you. As your business grows or evolves, your Sitecore implementation will need to adapt. This means choosing a partner who not only understands the complexities of your current system but is also equipped to handle future upgrades, integrations, and expansions. Onecare’s support services provide both flexibility and scalability, enabling your Sitecore platform to grow with your business. Whether you’re looking to implement new features, shift to a headless architecture, or upgrade to XM Cloud, Onecare is capable of scaling our expertise to meet your evolving needs.
Assess Cultural and Operational Fit
Beyond technical expertise, it's also important to assess whether a Sitecore partner aligns with your company’s culture and working style. Strong communication, shared values, and a mutual understanding of project goals are crucial to a successful partnership. A partner that aligns with your organizational values will be easier to collaborate with and will likely deliver better outcomes in the long term. At Fishtank, we pride ourselves on building strong, transparent relationships with our clients. We prioritize open communication and make sure we understand your business goals so that our Sitecore support doesn’t just solve problems—it drives your digital strategy forward.
Look for a Long-Term Commitment
A Sitecore implementation is a long-term investment, and you’ll want a partner who is equally committed to the success of your digital ecosystem for the long haul. It’s important to consider the ongoing relationship you’ll have with your partner post-implementation, particularly when it comes to support and optimization services. You want a partner who will be there for you not just during the implementation phase but also as your business continues to evolve. Onecare’s approach to Sitecore support is centered on long-term collaboration. We don’t just resolve issues; we actively monitor, maintain, and enhance your Sitecore environment to keep it aligned with your business goals. This long-term commitment helps ensure that your Sitecore platform remains robust, adaptable, and optimized for your business growth.
Consider a Trial Period or Pilot Project
Before fully committing to a long-term partnership, some organizations benefit from starting with a smaller pilot project or trial period. This gives you a chance to assess the partner’s capabilities, communication style, and cultural fit before entering into a more formalized agreement. It’s a way to ensure that the partner can deliver on their promises and meet your expectations. Fishtank offers flexible engagement models, including the option for an initial pilot or trial period through Onecare. This allows you to experience our expertise firsthand while building confidence that we are the right long-term partner for your Sitecore needs.
Onecare and Sitecore: A Match Made in Heaven
Now, there are a few partners out there who are head-over-heels for Sitecore—and our team at Onecare (powered by Fishtank) are unapologetically one of them. We don’t dabble in this and that—we focus on being the best at one thing instead of being just “okay”. We’ve gone all in with Sitecore because we know what it can do for organizations that want to deliver world-leading digital experiences. And yes, we put all our eggs in one basket—and that basket is brimming with Sitecore expertise.
This focus has earned us some bragging rights, like being named the Rising Star in the 2023 Sitecore Partner awards. We weren’t just sitting on the sidelines when Sitecore made its leap to the cloud; we were right there, working alongside them to launch some of the first sites on XM Cloud. We’re also XM Cloud certified and have successfully moved plenty of businesses to the cloud, with more on the way!
Next Steps: Choosing a Sitecore Support Partner
Choosing the right Sitecore partner is a process of weighing the options and balancing cost with value. Remember, the cheapest option isn’t always the best. Consider the long-term benefits of having a knowledgeable, communicative, and dedicated Sitecore partner by your side.
By considering these key factors and asking the right questions, you’ll be well-equipped to find a Sitecore partner that fits your organization’s needs and supports your long-term digital success. And if you're looking for a partner who lives and breathes Sitecore, Fishtank’s Onecare support is here to help you get the most out of your investment. Our focus is on providing world-class Sitecore support that ensures your platform performs at its best—today, tomorrow, and in the years to come.
