Borderless Software

BACKGROUND

Introduce your business and what you do there.

I am an executive at USAN, a company in the telecommunications industry. We provide tailored customer experience solutions, specializing in enhancing Amazon Connect with consulting, technology, and managed services to deliver secure, innovative, and scalable omnichannel contact center strategies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Borderless Software?

We needed to add additional resources to multiple teams in DevOps, product development, and AI innovation. We were looking for resources with a strong development background, capable of solving complex problems, working as part of a larger team, and contributing at a high rate.

SOLUTION

What was the scope of their involvement?

Borderless Software supported multiple projects and groups. Their DevOps teams streamlined CICD pipelines using Azure, Terraform, and AWS scripting. Their product development teams continued enhancing our product line, and their GenAI team created next-generation voice and digital customer service bots using leading-edge technologies from AWS and other providers. There were many deliverables across these teams.

How did you find Borderless Software?

Referral.

Why did you select Borderless Software over others?

We chose Borderless Software because of their high ratings, great culture fit, a strong referral, and company values that aligned with ours.

What is the status of this engagement?

The engagement began in October 2023 and is ongoing.

How many teammates from Borderless Software were assigned to your project?

2-5 people from Borderless Software were assigned to our project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We saw on-time delivery, rapid feature development and debugging, and thorough feature implementation matching requirements. Using two-week sprints and estimated points for effort, sprints were completed on time and with proper estimated effort, and deliverables worked properly. The team fostered good culture, communication, knowledge sharing, and supported other members both within and across teams. They handled changes to schedule, priorities, and feature scope smoothly.

What was your primary form of communication with Borderless Software?

We primarily communicated through virtual meetings and email or messaging apps.

How did Borderless Software perform from a project management standpoint?

Borderless Software delivered on time and managed the project effectively.

What did you find most impressive about them?

The caliber of the developers, their skill level, ability to think independently and solve problems, as well as their open communication, were most impressive.

Are there any areas they could improve?

Initial team integration sometimes takes a bit of time due to language differences, accents, and culture. However, creating a safe, sharing, and open communication environment with rapid feedback to leadership and team members resolved this quickly.

BACKGROUND

Introduce your business and what you do there.

I am the Chief Operating Officer at USAN. USAN provides tailored customer experience solutions, specializing in enhancing Amazon Connect with consulting, technology, and managed services to deliver secure, innovative, and scalable omnichannel contact center strategies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Borderless Software?

Our goal was to have a technical resource pool with a wide variety of AWS knowledge that could quickly scale for both products and solutions development at a reasonable price compared to the cost of US-based resources.

SOLUTION

What was the scope of their involvement?

Borderless Software primarily worked within our existing development teams, handling tasks based on end-customer driven requirements. Their deliverables ranged from application coding through QA. As a business-level sponsor, I am not able to provide specific application details.

How did you find Borderless Software?

Referral.

Why did you choose Borderless Software over other options you considered?

We selected Borderless Software because of their technology fit and their alignment with our timezone.

What is the status of this engagement?

The engagement began in July 2022 and is ongoing.

How many teammates from Borderless Software were assigned to your project?

Between 2 and 5 team members from Borderless Software were assigned to our project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Applications were finished on time with great quality. While we did not use quantifiable metrics or formal feedback mechanisms, the timely and high-quality delivery was evident.

What was your primary form of communication with Borderless Software?

We primarily communicated through virtual meetings and email or messaging apps.

How did Borderless Software perform from a project management standpoint?

I am not involved in the day-to-day activities, so I cannot comment specifically on their project management or timeliness.

What did you find most impressive about them?

The most impressive aspect was the speed at which we could onboard a skilled technical resource. Additionally, from a business perspective, they are more flexible and responsive than other subcontract companies we have worked with.

Are there any areas they could improve?

Nothing significant comes to mind.

BACKGROUND

Introduce your business and what you do there.

I am the IT Manager at Costa Cruise Lines, a company in the hospitality and leisure industry specializing in cruise vacations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Borderless Software?

We needed experienced IT technical support services for our operations.

SOLUTION

What was the scope of their involvement?

Borderless Software provided two resources for day-to-day IT operations, maintenance, and support. They managed hardware, software, networks, and user support tasks.

How did you find Borderless Software?

Online search.

Why did you choose Borderless Software over other options?

We selected Borderless Software because of their high ratings, proximity to our geographic location, pricing that fit our budget, and a great culture fit.

What is the status of this engagement?

The project started in November 2015 and is ongoing.

How many teammates from Borderless Software were assigned to your project?

Between two and five people from Borderless Software were assigned to our project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The main measurable outcome was the number of resolved tickets in a timely manner, with an average of 65 tickets resolved per month. We also noticed fewer complaints from key users, indicating improved user satisfaction.

What was your primary form of communication with Borderless Software?

We primarily communicated through virtual meetings and email or messaging apps.

How did Borderless Software perform from a project management standpoint?

They were very effective and delivered on time.

What did you find most impressive about them?

They were able to join forces with other teams in the corporation, communicating effectively in English, Portuguese, and Spanish.

Are there any areas they could improve?

There is nothing else I would suggest for improvement.

BACKGROUND

Please describe your company and position.

I am the Program Manager of Justice One

Describe what your company does in a single sentence.

SaaS product platform specializing in law enforcement and court software.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Borderless Software to accomplish?

• Extend E-Citation mobile app with customized features for Metropolitan Transportation Authority in NYC
• Extend SaaS platform to support customized mobile application
• Extend SaaS platform to integrate with MTA adjudication system

SOLUTION

How did you find Borderless Software?

Referral

Why did you select Borderless Software over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Borderless Software were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Design, architect, and implement extensions to an existing product's SaaS platform and mobile application, tailored to the bespoke needs of a demanding NYC municipal client.  The mobile app was to be deployed to over 2500 of the client's 70K employees.  The municipal client provided vague, ambiguous requirements and unrealistic, non-negotiable timeline expectations.  These timeline expectations frequently required the Borderless team to work during local holiday periods.  The Borderless team also had to collaborate effectively with the municipal customer's IT team, which was not particularly competent and could not provide much development support for the project. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

This project and solution were something that MTA had unsuccessfully pursued for 15 years.  The Borderless team, in collaboration with the Justice One leadership, delivered the solution based on the J1 platform in just under 4 months.  Through Borderless, J1 delivered a solution ahead of schedule, fully functional, and under budget.  The municipal customer was delighted with the solution.  Follow-on work was authorized because of how well they executed.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team was flexible and sacrificial in their efforts to meet client dates.  We collaborated through MS Teams and Azure DevOps.

What was your primary form of communication with Borderless Software?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We've been working with Borderless Software on and off for over 20 years.  At the very top - starting with Martin Arias - they have an incredible commitment to success and a similarly incredible technical competence.  In one particular instance, we were stuck on an issue with the iOS mobile app and the unique build pipeline requirements that MTA had.  Martin himself stepped in and helped us resolve it.

Are there any areas for improvement or something Borderless Software could have done differently?

None.

BACKGROUND

Please describe your company and position.

I am the Engineering Manager of a fashion e-commerce company.

Describe what your company does in a single sentence.

E-commerce Fashion

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Borderless Software to accomplish?

• Application Management & Support
• Software Development

SOLUTION

How did you find Borderless Software?

• Referral
• Other

Why did you select Borderless Software over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Borderless Software were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Borderless Software provided staff augmentation services for software that support customer service operations of a fashion company.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Borderless Software successfully completed the assigned development tasks and deployed a range of new code and features. The team member exhibited a high level of professionalism, maintaining effective collaboration with the client and consistently delivering high-quality solutions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Work was efficiently managed, and the team member demonstrated strong responsiveness while delivering a substantial number of well-designed and impactful features.

What was your primary form of communication with Borderless Software?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Borderless went above and beyond to help find a candidate that fit our team goals and culture.

Are there any areas for improvement or something Borderless Software could have done differently?

No, I was very happy with our experience working with Borderless Software.

BACKGROUND

Please describe your company and position.

I am the VP, Architecture and AI Technologies of a fashion company.

Describe what your company does in a single sentence.

Company is a fashion company. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Borderless Software to accomplish?

• Augment team

SOLUTION

How did you find Borderless Software?

Referral

Why did you select Borderless Software over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Borderless Software were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Borderless was used to augment the team and they helped support several applications that included a cart service, product service, that were critical for our ecommerce system to run efficiently and effectively. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We use jira to track tickets and work done on the systme and progress and success was the successful completion of tickets and deploying new code and features

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were very responsive and help to deliver many new and great features for our customers. 

What was your primary form of communication with Borderless Software?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They were excellent at collaborating with the team and deliverying high quality code. 

Are there any areas for improvement or something Borderless Software could have done differently?

no