Centretek

BACKGROUND

Please describe your company and your position there.

I am the Sr. Web Strategist for Guthrie. A not-for-profit, integrated health care system in PA and NY. We have five hospitals as well as a multi-specialty group practice of more than 325 physicians and 210 advanced practice providers offering 47 specialties.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Centretek, and what were your goals?

We first engaged with Centretek to help develop a web strategy guide that identified primary and secondary objectives, website audiences, content strategy, and success measures. We used this strategy guide as the framework for redesigning our website.

We continued using Centretek to redesign our website and to transition the site from Drupal 7 to Drupal 8. Our primary goals for the web development project were to strengthen brand perception, support healthcare consumerism, and support new patient growth.

SOLUTION

How did you select Centretek and what were the deciding factors?

We explored five different vendors to redesign our existing website and move it from Drupal 7 to Drupal 8. Centretek had the best approach for beginning the web redesign project because of their strategic roadmap. We felt confident in their ability to create this strategic guide. We were also impressed with their lengthy list of health care clients.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Centretek’s first scope of work was intake and discovery. They reviewed our website infrastructure and analytics. They conducted surveys and phone interviews with consumers and well as conducted interviews with key stakeholders.

They then proceeded to develop the web strategy guide. Next was website design; they conducted content inventory/mapping and identified redundant and duplicate content; then wireframes and design mock-ups. They conducted usability testing on those wireframes.

After the UI testing, there were three rounds of design comps with both desktop and mobile versions. Then they began the development phase and assisted with some content migration. Once the site was near completion, Centretek conducted another round of UI testing. Finally, there was design and code remediation then we launched the website.

How many people from the vendor's team worked with you, and what were their positions?

We had a great project manager, several strategists, a lead designer, a technical lead, and a person who helped migrate content.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

In the two months since launch, we have seen significant growth in year-over-year appointment requests and traffic to the website.

Describe their project management style, including communication tools and timelines.

The entire project was very collaborative, they were extremely helpful in finding solutions to issues/pain-points we had; as well as identifying potential issues that we didn't recognize. The entire process was well organized with appropriate and accurate timelines.

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

We found that they were very strategic focused on their design decisions and methodical with their process from conception to design to development to launch. The complete process was very smooth.

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

Nothing comes to mind, we have been very happy.

BACKGROUND

Introduce your business and what you do there.

I'm the director of web and digital strategy at the Kennedy Krieger Institute.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

We engaged Centretek to redesign our website, which was previously disorganized, cluttered, and in need of upgrades.

SOLUTION

What was the scope of their involvement?

Centretek walked us through a discovery phase before going into design and development, collaborating with our team on wireframes. They also migrated our site from Drupal 7 to Drupal 8 and integrated multimedia content including videos. We're now working on a second digital strategy phase with their team, which will include additional features and upgrades to the site.

What is the team composition?

We work with about six people on their team, including a sales lead, technical lead, strategist, some designers, and a couple project managers.

How did you come to work with Centretek?

We researched Drupal experts that were based locally and came across Centretek. In addition to being close by, we liked that they had a lot of experience in the healthcare industry.

How much have you invested with them?

We've probably invested in the range of $150,000–$200,000.

What is the status of this engagement?

The website redesign project lasted from August 2017–September 2018, but our relationship is ongoing.

RESULTS & FEEDBACK

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

We've had a very positive experience with them thus far. Everyone is thrilled with the site they designed both internally and externally. Centretek significantly improved the site's functionality, delivering a product that's intuitive, fully compliant, and easy to use for people with disabilities.

How did Centretek perform from a project management standpoint?

Centretek launched the site within budget and on time, working very well with our team throughout the process. They're accessible and responsive; we stay in constant communication with them, meeting in person as regularly as needed.

What did you find most impressive about them?

They're very responsive and engaged in client projects. I also like that they don't outsource any of their work, allowing them greater control of the quality of their deliverables compared to other vendors.

Are there any areas they could improve?

No. They've done a stellar job thus far.

Do you have any advice for potential customers?

Make sure internal stakeholders are aligned before engaging in a similar project.

BACKGROUND

Introduce your business and what you do there.

Our organization is a private, comprehensive orthopedic practice in Chicago, and it is affiliated with Rush University Medical Center however we are autonomous. I oversee all of our marketing, which includes our digital arms such as our website and strategic partnerships.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

Our site was very antiquated. We're a high volume practice, so there's a lot of information that patients must access. Yet, our site was too content heavy and not mobile friendly. Our executive leadership identified site redevelopment as a critical need and budgeted a site overhaul. We wanted patients to find us and make appointments more easily.

SOLUTION

What was the scope of their involvement?

They were hired to create a mobile-friendly site for us from scratch, using some content from our old site. The site was built using Drupal, which they had recommended. We wanted to keep content management and site postings in-house. This way we wouldn't rely too heavily on them or waste time with back and forth. I'm hands-on with the site since I post stories and manage content, so having the site built on Drupal makes it easy for me to efficiently do this.

They handled site design as well, building the site’s backend and designing its wireframes. They also created the sitemap. Our site has similarities to Rush University Medical Center's site because of our affiliation, but they were able to incorporate similar design elements while keeping our brand unique and exclusive. This was a necessary component because we needed users to differentiate us from Rush while keeping them aware of our affiliation because it is a beneficial connection. There have been various needs that have emerged since we launched our new site, so we're always working. We treat the site like a living, breathing element, so it constantly receives attention. They may work on future, ancillary projects for us.

What is the team composition?

We communicated with our account person on a regular basis. When appropriate, the account executive looped in a developer or designer.

How did you come to work with Centretek?

We looked at a variety of vendors. Centretek was recommended by another group, so we included them in our RFP process. We were impressed with them every step of the way. We liked what they had to say, so we brought them in for an in-person meeting. Their existing clientele as well their work experience with healthcare companies made us comfortable with hiring them.

How much have you invested with them?

We’ve spent between $100,000-$150,000.

What is the status of this engagement?

We started working together February 2016, and we launched our site January 2017. We keep them on retainer, and they are our agency of record for our site.

RESULTS & FEEDBACK

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

Site users like the clean design and it's easy to use. Our old site hadn’t changed throughout its 14 years of existence, so there has been an adjustment period for some users. Generally, there has been a lot of positive feedback or no feedback. People typically complain more often about issues than they remark on what makes them happy. Considering this, our lack of feedback and complaints from patients, physicians, and internal staff is good. We’ve put together a strong product that has almost had a seamless transition from the older version.

How did Centretek perform from a project management standpoint?

They're great and always keep you in the loop. We received progress updates and knew where the project stood at all times. If there was an issue, they brought it to our attention immediately. It has been great working with them because they are easy to work with.

They also return deliverables in a timely manner. I could actually send a question or concern over text to my account representative, and they would get back to me without extra charge. We are cost conscious, so I appreciated having a go-to person who's cordial, candid, and willing to explain project details. They kept the project moving and didn’t stall on any aspect. We mainly communicated through email and their ticket system, Jira.

What did you find most impressive about them?

They're committed to their clients. They operate as partners and not just as a for-hire service, which we appreciate. We look for important partnerships and relationships that are long-lasting with the potential to develop and grow over time for everything we do. Centretek fit into our business and vision, and we hope to continue to grow with them.

Are there any areas they could improve?

The collaboration hasn't been perfect because there were occasional tech issues or communication glitches. Yet, they are attentive to issues and responsive, which is what we look for in our partners. I'm not a web development expert, so I can’t be critical of how they do things. They've educated me on various development factors, but overall I can’t specifically name anything they could improve on.

Do you have any advice for potential customers?

There were plenty of things that they recommended that our executives refused to adopt. If you're the client, understand that they will recommend what they think is best, so have a candid conversation with them if you have certain internal goals and objectives. We often found a middle ground, taking pieces of their recommendations to create the best possible product. It's also important to trust them as experts. Don't hire them and then micromanage them. Give them the freedom to recommend what they think is best and integrate that into your workflow.

BACKGROUND

Introduce your business and what you do there.

I'm the senior director of web and marketing communications for Rush University Medical Center.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

We hadn't redone our website in 11 years and we needed someone to overhaul it.

SOLUTION

What was the scope of their involvement?

They helped us completely redevelop and redesign the site, including content strategy. We kept a minimal amount of old content and Centretek helped us figure out how to revise the rest.

When it came to rebuilding the site, we worked together on the wireframe, but they guided all the development of the information architecture while considering how it would maximize our metrics and goals. They gave us several recommendations for a new CMS, and we ultimately chose and converted to Drupal, which was much more user-friendly than our previous system. Centretek also helped us evaluate our hosting options and got us set up through Rackspace.

After the architecture was approved, they worked very closely with our in-house design and branding team. We already had a brand and a logo, so they worked within our existing design standards and came up with something that was compatible. They created multiple templates and different homepage layout options too.

What is the team composition?

Glen Doss, [VP of Strategy and Business Development, Centretek] wrote their initial proposal and was our main contact for business development. Ryan Grieb [VP of Digital Operations, Centretek] served as an account manager for us. In addition to them, we had our project manager, who we worked with every day. I also had direct contact with 3 designers, 2 developers, and one systems expert, and then they had a subcontractor who wrote some content for us.

How did you come to work with Centretek?

Glen had met one of my staff members at a conference and we had his business card. When we sent out our RFP, they were one of 6 firms we approached. They were our top choice because their response made it clear that they had read and understood our specific needs. It didn't feel like a canned proposal. Creating the RFP took time and energy on our end, and we wanted a partner who was willing to make that same kind of effort.

How much have you invested with them?

Between $200,000–$1 million.

What is the status of this engagement?

We started working with Centretek in the summer of 2013 and launched our website in late September 2014. Since launching the new site, we have had weekly status meetings to discuss ongoing maintenance and site enhancements.

RESULTS & FEEDBACK

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

The site has been performing very well. We've increased our conversions for appointment requests. The site design was also well-received, and we've been able to keep changing it as we go in order to anticipate future needs. It's been so valuable to have a partner who's helping us grow the site.

How did Centretek perform from a project management standpoint?

Our project manager is very well-trained in the tools of her job, but more than that she's warm, result-oriented, and intuitive. She struck a great balance of knowing when to manage things herself and when to get other people involved. If she didn't know the answer to a problem that came up, she'd quickly find somebody who did.

They had a big team for our project, so we used a dedicated project management tool to communicate and keep track of everything. It was easy to get in touch with anyone we needed, and I liked that we had access to the designers and developers.

What did you find most impressive about them?

I like to work with people who are smart and make me smarter, who inspire my own ideas, and who add value to projects like true partners as opposed to just executing what we want. Centretek has all those qualities. We wouldn't have had such a long relationship if they hadn't been able to deliver consistently.

Beyond that, I liked the size of the firm —  they accomplish a lot and deliver good work even though they're not a huge company. Our project manager, in particular, makes the job look easy and is highly responsive to anything we need. If something goes wrong, she’ll fix it. But it’s not only her; Glen and Ryan are equally dedicated and approachable partners, even though as VPs they’re usually busy. I know I'm important to them, and not because they're telling me what I want to hear. They really care about their relationships with their clients and they care about accountability. It gives you a great sense of confidence.

BACKGROUND

Introduce your business and what you do there.

I am the external digital marketing manager for UMass Memorial Health Care, a health care system in central Massachusetts. We have more than 12,000 employees and three hospitals.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

We needed to streamline our system’s outdated website and digital presence.

SOLUTION

What was the scope of their involvement?

They worked with us for a year to create new frameworks. We held numerous focus groups and stakeholder meetings for them to understand our organization and the population we serve. Subsequent collaboration focused on crossover from an existing site to the new Drupal platform.

While we didn’t change our logo, it was a total redesign. The feel and focus emphasized patient experience over the services we offer. Our new landing page had more prominent calls to action: an accessible patient portal, visibly featured contact information, and web tools to book appointments or find a doctor.

The website launched in March 2014. Currently, they provide on-going maintenance and support us with updates or adding features.

What is the team dynamic?

We have a dedicated account manager and a team of 5 that supports her. I interact with them on a regular basis.

How did you come to work with Centretek?

Their engagement preceded my employment with UMass. However, I believe we invited them to respond to our RFP after a conference. During our search, the vice president spoke with the team; ultimately, we chose them.

How much have you invested with them?

We’ve spent over $1 million.

What is the status of this engagement?

Work started January 2013 and is on-going.

RESULTS & FEEDBACK

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

Conversion increased 10% from last year. Year to year, we’ve seen tremendous growth in hits and conversion. User feedback is very good. Patients say the website is more user-friendly than the older version.

How did Centretek perform from a project management standpoint?

They’re excellent. We are a difficult client with complex and changing needs. However, the team has taken a real interest to understand how we work by interacting with our stakeholders and G Suite. We talk on the phone regularly and use Basecamp. The team brings a fresh perspective and readily offers alternative solutions.

What did you find most impressive about them?

They supported us in pitching our case to executives, physicians, and our service lines. The team helped craft messages that everyone was able to understand. That extra service stood out.

Are there any areas they could improve?

Greater consistency with the account manager is needed. As with any large operation, they’ve had a lot of turnover and many new hires lagged in understanding our project fully. However, our size and complexity only compounded that challenge.

Do you have any advice for potential customers?

Honesty is the best policy; be upfront with goals. But also be open to suggestions and change because the team is very cutting edge when it comes to website design. We were hesitant with many suggestions until we saw those features on other websites. 

BACKGROUND

Introduce your business and what you do there.

I manage the digital communications team at a healthcare system.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

After we merged entities in 2014 between an academic medical center, a community hospital, and a physicians group, we needed to rebrand from those three separate websites into one cohesive web presence for the health system.

SOLUTION

What was the scope of their involvement?

Centretek's role was taking the conceptual design from another agency we worked with and making it real. Using a Drupal content management system (CMS), they built templates, helped us with the content modeling process and all the technical decisions. Centretek is a partner with Acquia and they helped us select them to get the site up and running. We specifically wanted the site to be mobile-friendly and really strong from a content modeling perspective so that we could reuse content down the road. They did the frontend, backend, quality assurance, and project management. They still currently help with updates and small tweaks to the website.

What is the team dynamic?

Our main point of contact was their project manager, and they had one frontend and one backend developer. About halfway through the project they also added a second of each to support a specific task.

How did you come to work with Centretek?

I first heard of them at a presentation at Rush University, and I liked their focus on consumer-centric design, putting the website in the perspective of the public, rather than how we view ourselves. I also liked that they were working with a health system similar to us, and were using Drupal. We did an RFP (request for proposal) and got submissions from five or six other firms for a few different content management systems. Centretek stood out because they had experience with Drupal and Sitecore. We liked both the conversations we had with them and the way their references talked about them.

How much have you invested with them?

We invested slightly over $200,000.

What is the status of this engagement?

Development began in earnest in January 2016, and the site launched in March 2017. Since then they have continued to do site maintenance.

RESULTS & FEEDBACK

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

We have seen really positive gains in search traffic, and the website even received an award for overall performance in the healthcare industry. Although we struggled a little bit with our search algorithms, the response overall has been really positive both from users and from our leadership.

How did Centretek perform from a project management standpoint?

They performed really well. We had a weekly call to iron out any issues and communicated frequently using a tool called Teamwork. They actually had to replace the project manager that was working with us in the middle of the project, and while that was nerve-wracking at the time, they did a really good job getting up to speed and it didn't slow us down much.

What did you find most impressive about them?

They're very responsive to any questions or concerns. They're also quite practical in their approach and are open to working in different ways. Lastly, they have great knowledge of Drupal and of the healthcare industry as well.

Are there any areas they could improve?

Not having a project manager leave halfway through would have been helpful, but that's not exactly something they can control.

Do you have any advice for potential customers?

One of the things we wanted to do but didn't because of turnover was building an HTML prototype of the site to provide to Centretek, which I think would have helped us catch some of our current issues during user-testing. So my advice would be to do the conceptual design in HTML and then do user-testing on that prior to the build out on Drupal. 

BACKGROUND

Introduce your business and what you do there.

I serve as the communications manager of an academic health center.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Centretek?

We had an outdated website in a proprietary CMS [content management system]. Our goal was to create a modern, mobile-friendly, user-friendly website with robust provider profiles, rich content, streamlined navigation, and a modern design. Centretek helped us achieve this goal. The primary objectives were strengthening brand perception, supporting new patient growth, embracing health care consumerism and care transformation, improving referring physician relationships, and providing a seamless user experience. 

SOLUTION

What was the scope of their involvement?

Centretek was engaged from strategy to launch - and beyond.  Mindful and intentional are two key words to describe Centretek’s approach. They engaged our stakeholders to ensure they understand our organizational needs, and developed the strategy accordingly. From there, Centretek constructed wireframes and designs, developed the website, conducted testing and QA, and launched the site. The site launched in August to award-winning acclaim, and we’ve now engaged Centretek to redesign our academic site. In addition, they provide ongoing technical assistance as we continue to make enhancements. 

What is the team dynamic?

Centretek truly feels like an extension of our team. We couldn’t ask for a better digital partner.  Our engagement with Centretek includes an account manager, strategist, designer, developers, and others as needed.

How did you come to work with Centretek?

The initial introduction was at a health care conference where Centretek was presenting. As we moved forward with our redesign project, we led an RFP [request for proposal] and Centretek was the successful company.

How much have you invested with them?

We’ve spent in the $200,000–$999,999 range.

What is the status of this engagement?

We first starting working with Centretek in late 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Our newly designed website recently won two prestigious web awards for both UX and health care.

How did Centretek perform from a project management standpoint?

They’re exceptional. Centretek is transparent, and they are meticulous planners and implementers. We communicate daily via email and Slack, and have weekly status calls. In addition, they are available for onsite meetings with leadership and stakeholders as needed.

What did you find most impressive about them?

Most impressive is their ability to quickly understand our organizational needs, develop a comprehensive strategy to meet those needs, and then develop a fully-functioning, award-winning website on time. They are a professional, reliable, and a fun group to partner with.

They quickly became our trusted adviser. They’ve worked with several other academic health centers, and are able to effectively implement industry best practices. Each item on the website was intentional, and the thoughtful approach they take through the process is impressive.

Are there any areas they could improve?

We are completely satisfied with the support and guidance we receive from Centretek.

Do you have any advice for potential customers?

When selecting a digital partner, it is important to identify a vendor who clearly understands your organization’s needs, and is willing to work alongside you as an extended team.