Our experience, turned into a method.
Since 1999 we’ve learned from every project, every campaign and every incident. We’ve organized all that knowledge into our own methodology, based on market standards, which guides the work of every Trilogi department.
Why a method
No improvisation. We plan, document, measure and improve. In every project, in every campaign, in every ticket.
From experience to standard
More than two decades distilled into a method.
The Trilogi methodology doesn’t come from a manual. It comes from years of work with real clients, checked against the market’s best practices.
- 01Since 1999
Experience
eCommerce projects, migrations, integrations, campaigns and support across very different sectors. Every success and every mistake has been written down.
- 02What works in the market
Standards
We start from recognized frameworks: Waterfall and Kanban, the critical path method, the RASCI matrix, service level agreements and KPI-based management.
- 03Adapted to your digital business
Our own method
We’ve adapted them to the reality of eCommerce and turned them into our own roles, protocols and procedures, versioned and audited.
Shared principles
Six principles we all share.
The specialty changes, not the way we work. Projects, Marketing and Customer Care follow the same core principles.
Clear goals
Before starting, goals and scope are defined and shared by both sides. No ambiguity.
Defined owners
Every task has someone who does it, someone who approves it and someone who must be informed. You always know who does what.
Everything in writing
Decisions, agreements and deliverables are recorded in shared tools. Nothing gets lost in a phone call.
Anticipation
We identify risks from day one and act before they become problems.
Verified quality
Testing, validations and cross-reviews before every delivery. Nothing is signed off without being checked.
Continuous improvement
Every project closes with lessons learned that update the method for the next client.
Three departments, three methodologies
A method for each specialty.
Each department has its own methodology, roles and procedures, designed around what matters most to you at each stage of the relationship.
- A Project Manager who leads from start to finish
- Phases, milestones and critical path under control
- Nothing goes to production without your validation
- A dedicated, supervised Service Manager
- Regular reports, reviews and audits
- Results verified against your revenue
- Support with service level agreements
- Incidents prioritized by business impact
- Dedicated Service Manager, enhancements and training
Method governance
A method doesn’t follow itself. Someone watches over it.
The methodology doesn’t depend on one person’s goodwill. Each area has a head who assigns teams, checks protocol compliance and reports monthly to senior management.
- Operations ManagementOversees quality, resources and process improvement across the company.
- Project Management Office (PMO)Assigns teams, manages workloads and ensures every project follows the method.
- Technical ManagementOversees technical quality, documentation and development best practices.
- Marketing ManagementDefines strategies, supervises Service Managers and validates results.
- Customer Success ManagerLooks after the long-term relationship and acts on any complaint or escalation.
Constantly evolving
A living method. And AI is accelerating it.
It’s not a manual that sits in a drawer. Every procedure has a version, a date and an owner, and is reviewed with what we learn from each client. The new era of AI is changing how we work, and our methodology evolves with it.
- Next versionIn progress
New AI tools and workflows
- Marketing · v4.0Sep 2026
Planned rotation of account leads and results assessment with real revenue data
- Projects · v3.2Jul 2025
Update of management and client collaboration tools
- Projects · v3.1Dec 2024
Update of project procedures
- Marketing · v3.0Nov 2024
Review of follow-up and reporting protocols
- Customer Care · v2.1Oct 2024
Review of service rules and escalation criteria
Analysis and reporting
We cross-reference more data in less time so decisions are based on information, not hunches.
Documentation always up to date
More complete and up-to-date minutes, handovers and technical documentation.
Early detection
Deviations and risks identified sooner, while they’re still cheap to fix.
Every role, with its own AI
Every profile on the team uses AI tools in their daily work, and we review them continuously.
What you’ll notice
You’ll notice the method from day one.
- 01Predictability
You know what will happen, when and who’s in charge.
- 02Transparency
You see progress, risks and results, even when they’re not good.
- 03Continuity
Knowledge of your account is documented. It doesn’t depend on a single person.
- 04Measurable results
Goals set at the start and tracked with data, not gut feeling.
What you see here is the what. The how you’ll experience from day one.
Frequently asked questions
What we’re often asked.
What is the Trilogi methodology?
It’s the set of principles, roles, protocols and procedures our Projects, Marketing and Customer Care departments work with. It stems from our experience since 1999 and is built on recognized management standards.
What standards is it based on?
We combine market-recognized methodologies and techniques, such as Waterfall, Kanban, the critical path method (CPM), the RASCI responsibility matrix, service level agreements (SLA) and KPI-based management, adapted to the reality of digital business.
Why don’t you publish all the details?
Because it’s the result of many years of work and part of what sets us apart. We explain it in detail to each client at the start of the project or service, and they experience it in every phase.
Does it adapt to my company?
Yes. The principles are always the same, but scope, milestones, reports and indicators are defined with each client according to their size, sector and goals.
What role does AI play in your methodology?
AI is already part of every role’s daily work: data analysis, reporting, documentation and early risk detection. We continuously review new tools and add them to the method when they deliver real value.
Next step
Get to know the method from the inside.
Tell us about your project and we’ll explain, step by step, how we’d work with you. No obligation.