BSM Digital Workforce Frequently Asked Questions

Any repeatable business process we can hand to software: lead intake and qualification, appointment scheduling, document and form processing, CRM data entry, email and SMS follow-up, quoting, reporting, internal knowledge assistants, and voice or chat agents that handle first-line conversations.

We map the process, identify the highest-cost manual steps, build the automation against your existing tools (CRM, phone system, email, spreadsheets, EHR), test it in parallel with your current process, then cut over and monitor.

Usually no. We connect what you already use. We only recommend replacing a tool when the integration cost exceeds the cost of switching.

Every automation ships with defined confidence thresholds and human-in-the-loop escalation. Anything the system is not sure about routes to a person rather than guessing. We agree escalation rules with you before launch.

Yes. We build inbound and outbound voice agents with live transcription, natural speech, call routing, and CRM write-back. These are scoped separately from text-based automations because of telephony and compliance requirements.

Full production web applications: authentication, billing, admin consoles, dashboards, APIs, background jobs, and AI features. Typical stack is Next.js, PostgreSQL or Supabase, and Stripe, deployed on managed infrastructure.

Yes, after a paid technical audit. The audit tells us and you whether the right move is to extend, refactor, or rebuild. You receive the audit document whether or not you continue.

Both. MVPs are scoped to a single core workflow and a paying-customer test. Full builds add billing, admin tooling, reporting, and operational hardening.

You do, on final payment. See Section 4.5.

Yes, under a monthly care plan covering hosting oversight, dependency and security updates, monitoring, bug fixes, and a fixed allocation of change requests.

Positioning and messaging, an AI-assisted content engine (blog, email, social, video scripts), SEO and local search, landing pages and conversion tracking, lifecycle email and SMS, and monthly performance reporting.

It is AI-produced and human-directed. Strategy, positioning, brand voice, and final approval are human. Drafting and repurposing at volume are automated. Nothing publishes without review (yours or ours) per the approval rules in Section 4.3.

Search engines penalize low-value content, not the tool that made it. We publish content that is original, factually reviewed, and tied to real search intent, and we monitor rankings monthly.

No credible team does. We commit to output volume, delivery timelines, and reporting transparency. We forecast results from benchmarks and revise the forecast as real data arrives.

Scope is defined in the written proposal. Anything not listed as in-scope is out of scope.

Every proposal lists explicit exclusions and assumptions. Those terms govern delivery and must be reviewed carefully.

Discovery findings that materially change scope trigger a re-scope before work continues.

All changes are submitted in writing in the shared workspace.

BSM responds with an impact assessment covering cost, timeline, and knock-on effects.

Work starts only after written approval.

Retainers include monthly change allocation. Overflow is quoted separately or rolled to the next cycle.

Feedback is consolidated into one response per deliverable from the designated decision-maker.

Three business days. Silence past the window is treated as approval to keep timelines moving.

Two rounds of revision within scope. Additional rounds are billable.

At onboarding you choose full pre-approval, spot-check, or auto-publish with post-review.

Projects use deposit-to-start and milestone billing. Work pauses on overdue invoices.

Retainers and care plans are billed monthly in advance, auto-renewing, with 30 days notice to cancel.

Hosting, APIs, model usage, ad spend, and licenses are passed through at cost and billed to your accounts wherever possible.

Deposits are non-refundable once discovery work has begun.

You own all custom code, content, designs, and configurations built for you, transferring on final payment.

BSM retains pre-existing frameworks, internal libraries, prompt architectures, and general methodology. You receive a perpetual non-exclusive license as embedded in deliverables.

Third-party components remain under their own licenses. BSM uses permissively licensed dependencies unless approved otherwise.

Only with written consent, and BSM will anonymize details on request.

Same business day, Monday to Friday, 9am to 6pm ET.

For systems BSM hosts or maintains: acknowledged within 2 hours and worked continuously until resolved.

Triaged within 2 business days.

Defined per care plan tier.

BSM will not build systems designed to deceive, spam, scrape without permission, or evade platform terms.

Not without qualified human reviewer oversight for medical, legal, or financial domains.

No. Required agreements must be in place before launch.

BSM does not guarantee specific revenue, ranking, or lead-volume outcomes.

Either party may terminate with 30 days written notice.

All completed work, documentation, and credentials for work paid in full.

Work in progress is invoiced to the point of termination.