Revelry Labs provided development service for a lead tracking agency. The main project was a multifunctional tool to aid in scripting, appointment scheduling, and customer relationship management.
The new system incorporates nearly every element of the original vision. Revelry Labs analyzed the flaws in the prior system and spoke with employees about their needs before development began. Daily communication and budget transparency established a strong collaborative relationship.
"I’ve been really happy with how they took my vision and implemented it."
Please describe your organization.
We are an advertising agency that’s specifically involved in the medical industry. We design commercial runs in broadcast or digital media that generate an emotional response. When someone responds, they do so in a trackable fashion through local phone numbers or websites, and they’re connected with our operators. We then set the appointments for our clients. The idea is advertising with accountability.
What is your position?
I’m the president of the agency.
What business challenge were you trying to address with Revelry?
We take calls from all over the country. When you hear the word ‘call center’ a certain impression comes to mind, but that is not us. We are stellar at converting calls to appointments, and we wanted a scripting/appointment, setting/CRM [customer relationship management] tool that fit in with how we operate. That’s what we went to them for, to design and develop that custom solution.
Please describe the scope of their involvement.
We told them what we wanted the tool to do, but it was built from scratch. We actually built into our system a style of personality profiling. If you were to call one of our operators, as they’re taking you through their process, the system flashes personality indicators at the operator. When they see one that lines up with how you are interacting with them, they click it and the system makes a judgment based on that. It will actually change the script to make the operator a better communicator with you. That was one of the ideas we had, which Revelry built.
My best guess as to the size of their team working on this project is about seven. We had a phone call every morning that outlined the course of their work for the day, and their entire team would be on that call.
In working with them, it was important that I came to the conversation with as many ideas around intended outcome as possible. If you’re looking to achieve something, and that’s the most important thing, then you need to make sure that’s the piece that’s communicated the best. All the stuff that gets you to that outcome, you should really leave up to them. If you get too caught up in the details, it could put you in a sticky place. I gave them what I needed it to do, and let them create.
How did you come to work with Revelry?
They came to us from a recommendation that was very trusted, and they seemed very straightforward. That’s really what we were looking for.
Could you provide a sense of the size of this initiative in financial terms?
The project cost $180,000.
What is the status of this engagement?
We are launching the solution next week. This project took about six months to complete. It’s the only project we’ve involved them in, but we do have additional plans for the future.
Could you share any statistics or metrics from this engagement?
I’ve been really happy with how they took my vision and implemented it. They did a great job of collecting the right information upfront. They sound like they're actually employees of my call center. They sat with the operators and watched what they had to do in our current, dilapidated system, and talked to them about their user interface. Everything was good from that standpoint. My expectations will be that it will flow very nicely.
How did Revelry perform from a project management standpoint?
We didn’t use any type of project management tools to oversee their involvement. The way I approach working with companies this way is basically hiring someone that we can trust. We’re not going to be the type to tell them we don’t like a certain color, or the font should be a half an inch bigger. We’d rather them do what they do. As long as we’re good at describing what we want in advance, we’re going to just trust them with it.
These things are kind of like building a house, where you have a plan, then your wife sees a different kind of tile and goes, ‘Oh, it’ll be nicer to use that kind,’ which will add a couple thousand dollars here and there. That stuff pops up, but it wasn’t a big deal. I was happy with it from a budget perspective. The daily communication really removed all the doubt for me.
What distinguishes Revelry from other providers?
The challenge is when you’re totally new to using a company like them. There are a lot of people out there who have skill in these kinds of solutions. It wouldn’t be smart to make decisions on a $1,000 here or there, when you’re going to spend this much money for something that is really the spine of your business. We felt comfortable believing that, no matter what, in the end it would be what we were looking for. To say that that’s unique, I don’t really know because we haven’t used anyone else. I can say that, hearing stories of this type of work, I was not excited at all about going into this; however, I was pretty darn comfortable throughout the whole thing.