Communication Crafts

BACKGROUND

Introduce your business and what you do there.

I’m a business development manager for Blu5 Group. We’re a company based in Singapore that specializes in security solutions. Our company provides hardware and software security solutions to businesses and government institutions. We manufacture our own chips to best achieve the maximum level of security software.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

We were releasing a new product and wanted to make some videos about it. 

SOLUTION

What was the scope of their involvement?

This was our first experience with creating videos. We really needed expert support from our supplier because we’d never written scripts ourselves. They created four videos for us. I had a storyboard, but it was too long, so we had to adjust it. We had no experience in doing that; the quote I requested included the script as well. I sent them the storyboard so they could understand what we were talking about.

I sent them additional information on the product. It’s difficult to make up a video on something technical that you’ve never seen before, especially when it comes to security. There was a bit of interaction when conveying the message, but other than that, I relied on them. I didn’t want to interfere too much.

What is the team composition?

Initially, I was in contact with the business developer, and then I was assigned a project manager who was very reactive and responsive. She was getting feedback from me, defining what I wanted and then conveyed the ideas to the developer. I also dealt with the person the project manager reported to. He was the one who officially sent out emails on her behalf.

How did you come to work with Communication Crafts?

I met them at a conference that I attended in London. When I was back home, I sent them an email and they responded very quickly. I had asked for quotes from the suppliers. While Communication Crafts had a slightly higher quote, I didn’t mind. I checked their website and asked them for references.

How much have you invested in them?

We spent €5,800 Euros (approximately $8,479 USD).

What is the status of this engagement?

We worked with them on this project from October–November 2019.

RESULTS & FEEDBACK

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

The videos are not up and running yet. We’re launching our website, and the videos will be posted there. I appreciated the responsiveness and luckily we had enough material to act quickly as well. Since we already had a sort of storyboard, it was easier for them to understand the product and the message we wanted to convey. They were good.

How did Communication Crafts perform from a project management standpoint?

We had a very tight schedule because I wanted to show the video at an event. I was in contact with the project manager through Skype to discuss the technicalities, and she was excellent.

The people at Communication Crafts were very organized and kept me updated on the progress of the project. They sent me records every Monday, allowing me to know exactly what was going on. They would get in touch if there were any issues or if they needed anything, or even if they needed any advice despite the different time zone.

What did you find most impressive about them?

They were better than some European suppliers we worked with. I am happy with my choice. Sometimes it isn’t just a matter of price.

Are there any areas they could improve?

There was a bit of an issue when it came to payment. I don’t know how the banking system works in India, but I don’t think it’s their fault. When you have to provide bank details to your customers, they need to know exactly what information to provide; nothing less, nothing more. If Europe is one of their markets, they need to know how payments are done from Europe to their account. Each country has its own habits, but in Europe, there are regulations which are quite common. Every time we are asked to make a payment, the details are always the same.

Do you have any advice for potential customers?

I have already passed on their contact information to some people I know that might have the need to make videos in the future. Trust them. Although I am very picky and demanding, I really wanted to leave it up to them.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and director of a company that produces Hemisphere Think Write, which is a cursive handwriting program for schools.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

The program was in paper format, but I was being asked for an interactive whiteboard program from a lot of the educators that I work with, so I reached out to Communication Crafts to help me develop that.

SOLUTION

What was the scope of their involvement?

Basically, I wrote down what I wanted and how I wanted it to look, and they built the program from there. It’s a PC based application that they built in Unity because of the number of illustrations and graphics capability that it requires.

There are characters in the program as well, so I provided them with illustrations and storyboards, and they did all of the animating as well as the front- and backend programming for the project.

What is the team composition?

I have regular communications with about four members of their team. They have a business manager, a finance head, a development lead, and another guy who’s their representative in the UK.

How did you come to work with Communication Crafts?

Their UK representative was at a conference where I was exhibiting, and we started talking about a similar type of program for piano lessons that they had developed, He connected us via Skype, and I decided that they would be a good fit.

How much have you invested with them?

So far, it’s been about £30,000 (approximately $38,500 USD).

What is the status of this engagement?

I started working with them in December 2017, and we are currently in the second phase of the program and moving into the third.

RESULTS & FEEDBACK

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

We took videos and followed up with the people who use the program, and they have all said that the children are significantly more engaged in the process of learning to write. They tend to get very attached to the program’s characters, and we have data that shows that handwriting improves for the school as a whole. I am very happy with the results of the project.

How did Communication Crafts perform from a project management standpoint?

They’re very organized and consistently keep to deadlines. If they’re ever not going to make a deadline, they’ll explain why well in advance, and it’s often simply because I asked them to add something else or make a change.

We have a constant interaction where they’ll send me an updated version of the program with something to review, I’ll send it back, and they’ll tell me when they’ll release it. I always know what is coming up and how things are moving along.

What did you find most impressive about them?

Their business manager is incredibly responsive. Even if I sent something at 5 o’clock in the afternoon, I would still get a response by 10 o’clock at night because of the time difference. I never felt that I had to wait for them to come online; the time difference actually worked quite in my favor.

Are there any areas they could improve?

I don’t think so. Beyond some minorly different perceptions between British and Indian English that take a second round to clarify, there is really nothing to improve on the project at all.

Do you have any advice for potential customers?

Just be very specific and literal on your feedback. Leaving room for ambiguity is never a huge problem but can be avoided easily by taking screenshots or making little videos that make your requests even more clear.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and founder of Mutually Yours Limited and we’re a pre-startup real estate company at the moment.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

I was looking for someone to help with web development and ended up hiring Communication Crafts for the project.

SOLUTION

What was the scope of their involvement?

Communication Crafts is developing a web platform for me and it is due to be launched in mid-December. It’s a product for the real estate industry and it will connect buyers, sellers, and estate agents together. Effectively, it creates a search platform for properties that haven’t yet officially come onto the property market. The platform allows individual sellers to upload their properties and to test what the level of market interest and price might be.

What is the team composition?

On the planning side, there were two or three people involved in quoting the brief and getting a good idea of what the scope of the project was. In the development phase, there are four or five people. Most of the communication is actually with the development team.

How did you come to work with Communication Crafts?

I really don’t have a lot of tech expertise, so I had the help of a digital marketing consultant who put me in touch with Communication Crafts and wrote the brief for them. We did have two or three other options, but I had the opportunity to meet one of Communication Crafts’ members who was visiting in England. I was able to physically have a conversation and just run through some of my concerns as a non-tech savvy person. They were able to convince me that they were ideal for the job.

How much have you invested in them?

We have spent around $27,000 on their services so far.

What is the status of this engagement?

I began working with them in March 2019, and the collaboration is still ongoing.

RESULTS & FEEDBACK

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

We’re testing the website on the consumer side at the moment and there are a few refinements that need to be made, but overall, it’s running smoothly. We aim to do the beta launch in mid-December and I’m confident that the website will be ready by then.

In many ways, Communication Crafts has exceeded my expectations. They probably managed to go beyond the brief we gave them and working with them has been very straightforward. They have bent over backward to help me, especially considering I’m a non-tech person. I can imagine some of the conversations we have had would have been a bit frustrating for them.

How did Communication Crafts perform from a project management standpoint?

We use Skype or email to communicate with the development team. We generally have a call on a weekly basis and they tend to all be there. Management wise, they are quite methodical. Communication Crafts provides an email following the Skype call which specifies what we discussed and the next things they will be working on. It’s very straightforward from that point of view.

What did you find most impressive about them?

Communication Crafts is very helpful and genuinely wants to do a good job. If their client isn’t pleased with what they’re producing, they aren’t pleased. From a non-technical aspect, I also found it quite surprising how they managed to create on the website the ideas that I had in my head. I find it quite difficult to talk in technical terms that describe exactly what I want.

Are there any areas they could improve?

There’s always a possibility of miscommunication across national boundaries. Indian companies tend to take things a little more literally than you might actually mean, so clients have to be careful with how they communicate in order to avoid problems. We’ve experienced some minor issues like this. For example, we wanted to create a pop-up guide that displays how the website works to the customer, and that was taken quite literally.

They came back to us with almost a step-by-step guide illustrating which lines to fill and so on. I was actually thinking of a page where we would describe what the icons mean and where the user needs to go to see the results.

Do you have any advice for potential customers?

They are very practiced in the process they have, and I think it works very well. I don’t necessarily see any issues in anything where they need to drastically improve.

BACKGROUND

Introduce your business and what you do there.

My company is Air Rewards TV and my position is the CEO. We are a social impact business that allows individual content creators to earn money from views on their content that they might not be able to get money from on more traditional platforms like YouTube, Facebook, or Instagram.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

We had already developed about 75% of our iOS and Android application but needed to tidy up and make some small adjustments, like integrating our new video player and writing a bit more of the app backend in Native programming languages.

SOLUTION

What was the scope of their involvement?

We’d made all of the infrastructure, but we had to develop our core video player separately from all of that, so the main thing Communication Crafts was involved in was integrating those sides of the product. Essentially, they took out a box with all the tentacles of code joined up to it and put in a new box and reattached all the tentacles.

What is the team composition?

I had direct communication with one of their business executives, their tech lead on my project, and a couple of other more specialized developers working under them.

How did you come to work with Communication Crafts?

I met their team at a trade show in London, and at the time, I was looking for a development team to take over some of the nitty-gritty work from my development team in Poland. They were very proactive in pursuing my business, which impressed me, so I decided to go with them.

How much have you invested with them?

The total investment was about $6,000–$8,000.

What is the status of this engagement?

We worked together on the project from about June–September 2019.

RESULTS & FEEDBACK

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

The bottom line is that we haven’t had any crashes or fails with the program since they got involved in the project. What they built is stable, and I’m incredibly satisfied with the quality of the work that they’ve delivered.

The other element is that they are completely focused on the business relationship that we are developing rather than on making a quick profit. They performed both research at the beginning and tweaks at the end of the project that they have not charged me at all for, just because they wanted to provide as good a final product as possible.  

How did Communication Crafts perform from a project management standpoint?

The guys at the top are absolutely excellent at keeping you up to date and at being completely transparent and honest, which I really like. I also have direct contact with the head tech guy, who has been available for absolutely every element of the process, even in helping me select the third-party provider that we used to produce the video player.

We had weekly calls during the majority of the development process and were communicating regularly outside of that as well. They were incredibly reliable and are in touch with me even now when I don’t have any work for them to do. As soon as we move on to the next stage of our process, they’ve got the gig because I know I can trust them to do a good job with it.

What did you find most impressive about them?

I just feel like I’m getting real value and I’m being treated like a partner and not a bag of money. I’m not a big business, so I need flexibility, and they give that. They celebrate the long term rather than the quick win.

Their team also understands that there’s a little bit of time and risk they’re going to take on for me to come back, and the ability to do that is based on the mutual respect between us.

Are there any areas they could improve?

I don’t really think there is anything I wish they would do differently.

Do you have any advice for potential customers?

I would just advise people to expect the cultural differences between Indian and UK companies and to be ok with the fact that they will work a little differently from what you might be comfortable with. Start off small and allow them to prove themselves, and they will deliver above and beyond what you are looking for.

BACKGROUND

Introduce your business and what you do there.

We are a bullion dealing company, actually, so we deal in physical gold. I am a commodity trader with the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

We needed them to develop and manage our website completely.

SOLUTION

What was the scope of their involvement?

They designed and built our website from the ground up, which includes a lot of details about our company and allows customers to view and access our trading platforms. It’s a mostly informational site. If we ever have any issues or updates to make to the site, they handle all of that as well.

What is the team composition?

They have a fairly large team working on our site, but there are three people in particular who we communicate with regularly.

How did you come to work with Communication Crafts?

We have worked with them since before I started working at the company, so I’m not sure what our reasons for hiring them were besides that they are clearly very good at what they do. They have a good reputation.

How much have you invested with them?

We’ve spent around $20,000 so far.

What is the status of this engagement?

The project is current and has been going for about 15 months, since about mid-2018.

RESULTS & FEEDBACK

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

Our website has satisfied all of our needs as a company. It allows us to continue all of our regular operations while reaching a much wider audience. We have been really impressed with their products and services.

How did Communication Crafts perform from a project management standpoint?

They are extremely responsive to all of our requests. Whenever we have questions about anything on the website, they are available and helpful to us. We usually communicate through email, though in very emergency situations we can reach them over the phone as well. And even though they are based in India, we communicate for the most part in English.

What did you find most impressive about them?

I think the most impressive aspect of their work is their response time. Not just with answering are questions, but they also deal with issues very quickly. If we ever find bugs that need to be resolved, they are able to take care of them right away. We have worked with a few companies before who don’t necessarily give us the same level of attention, so we really appreciate that about Communication Crafts.

Are there any areas they could improve?

We really have nothing to complain about. Everything has gone very smoothly.

Do you have any advice for potential customers?

I would suggest that anyone starting a project like this be very precise about what you want. You can cause a lot of unnecessary difficulties by leaving ambiguities in your project specifications, and your life will be much easier on the whole if you can avoid that.

BACKGROUND

Introduce your business and what you do there.

I am a project manager and creative designer for Palm Small Business Marketing. We’re an ad agency that handles marketing for small businesses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

We needed assistance designing and developing an app and website for our client’s brand new company.

SOLUTION

What was the scope of their involvement?

When the project began, we provided Communication Crafts with wireframes and rudimentary design mockups. From there, they provided us with all of the hard coding and backend development. Additionally, they delivered a CMS portal that enables us to view and manage the app and website.

The app and website involve a lot of uploading, downloading, and sharing with different media platforms, so our project required a lot of organizing in terms of labeling, file names, categorizing, and sorting information by folders. Additionally, the website had to support several payment portals and storage levels. Communication Crafts helped us design and develop all of those functions, and they also provided a solution on how to display the remaining storage amount on each user’s account. Each user account could be customized by name and avatar, and you were able to connect with other users—to see their photos and media—or invite friends to use the app and website.

There were a lot of moving parts to the project, and the project continued to morph as we got further into the design stages. Communication Crafts handled every new hurdle or addition effortlessly and seamlessly.

What is the team composition?

We worked with a team of 6–8 developers and designers; however, I had one main point of contact. This person acted as the lead on any need that I had, which made it extremely easy for me to communicate with the team and have my needs or questions taken care of.

How did you come to work with Communication Crafts?

We have worked with Communication Crafts on a smaller website design project in the past. Their efficiency, communication, and technical development skills were impressive, so they were the first choice with this new, larger project.

How much have you invested with them?

We spent approximately $20,000.

What is the status of this engagement?

We began working together in May 2018, and the project is still ongoing. The original product was delivered in August 2018, but since then, we’ve made several updates and changes, and are now tying up the few remaining loose ends.

RESULTS & FEEDBACK

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

Both ourselves and our client have been extremely pleased with the quality of the app and website. There are a lot of moving parts in developing applications, websites, or payment processing systems. Because of that complexity, and all of the moving parts that our project had, there were a few hiccups; however, they handled everything we presented to them and provided efficient, effective solutions.

How did Communication Crafts perform from a project management standpoint?

Most of our communication was through email, but we did have Skype and conference calls when necessary. They were thorough, quick, helpful, and effective in their communication. They made my job easy and managed the project expertly. They never missed a deadline and exceeded our expectations.

What did you find most impressive about them?

I was very impressed with how quickly they responded to us even with the time difference. They were several hours ahead of us, and always went above and beyond to answer any of our questions, or notify us of any issues.

Are there any areas they could improve?

There’s nothing that comes to mind.

Do you have any advice for potential customers?

Just like with any project, know the scope of your project, and be clear and thorough in your communication. If you spell out the project details, and your expectations, Communication Crafts will rise to the occasion.

BACKGROUND

Introduce your business and what you do there.

I'm the owner of an online logistics provider based in Ireland.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

We were just starting out so initially we were looking for reliable partner to build our website from scratch.

SOLUTION

What was the scope of their involvement?

I gave them some basic design ideas but mostly relied on them to provide insights into how to build a successful website. The initial site was developed using PHP. It's evolved over time as we asked them to add new features to the website to suit our customer needs. The site is tied in with our logistics partners, including UPS, FedEx, and DHL. Communication Crafts had to work with a lot of carrier APIs that feed into other servers and draw data back for our customers.

After the website launched, they also developed a consumer app for Android and Apple. It acts as a companion to the website. The app lets customers do a lot of the things that they can do on the website, such as getting quotes and tracking parcels. It also links to their account on the website and operates as a parcel delivery app. For example, if a customer orders something online they can choose to get it sent to a local store. They get a notification on the app when the parcel is delivered.

What is the team composition?

Our main contact is one of the owners of the company. We also worked closely with two developers.

How did you come to work with Communication Crafts?

I found them by investigating websites from other countries.

How much have you invested with them?

We spent close to €60,000 (approximately $70,300 USD).

What is the status of this engagement?

We started working together in early 2014. The website went live in October 2014 and the app came online in mid-2017.

RESULTS & FEEDBACK

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

We wouldn't have a business without the website. It's a completely web-based system so it’s absolutely crucial. In terms of user friendliness, people are always praising the site because it's so easy for consumers and small businesses to use. Our consumers and small businesses love the app as well.

How did Communication Crafts perform from a project management standpoint?

They've been with us every step of the way as our business has grown. They went above and beyond in order to deliver everything on time. If we needed any changes to be made, they always made them quickly. Their communications skills were superb. There was never a breakdown in communications because they asked questions rather than make mistakes. We had a schedule of specific projects that needed to be completed, and we mainly talked by email and phone.

What did you find most impressive about them?

They were always looking for solutions to whatever challenge we gave them. They never backed away from any aspect of the project. They always had the technical proficiency to complete the work. They surpassed all of my expectations.

Any advice for potential customers?

I was initially apprehensive about using a company based so far away. Other clients shouldn’t have any fear because their communication levels and skill set were way beyond what I anticipated.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO and co-founder of Medulla, an Austrailan-based solutions provider for the manufacturing industry. Our platform automates data collection from people and equipment on the production line in order to eliminate human error. Our aim is to generate a comprehensive, digital audit trail for every device that also acts as an autonomous control system. We save companies from building or buying costly enterprise systems.

We’re making our enterprise-grade platform available to every company (regardless of size or geographical location) at a fraction of the cost through a subscription model.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communication Crafts?

As a startup, we were given limited funding from investors for building our product—making local production unfeasible. We established trust with Communication Crafts in order to build a high-quality minimum viable product (MVP) at a reasonable cost.

SOLUTION

What was the scope of their involvement?

Communication Crafts has built two types of applications for me: a RESTful API and a frontend web application.

The RESTful API allows machines from manufacturing facilities to connect directly to the cloud in order to push transaction payloads and pull results on-demand, in real time.

Communication Crafts used AngularJS and Bootstrap JavaScript to develop a full-feature manufacturing and execution system in the form of a web app. It allows engineers and managers to configure entire factories: defining used products, workflows, and equipment, as well as associating said equipment to workflows, steps, and products. I wrote the first version of the API before engaging with them, after which I handed over the code.

I chose the Microsoft ASP.NET Core, an open source release of .NET, running in a Linux environment. The entire app is running on the Amazon Web Services (AWS) platform with PostgreSQL and EC2 instances. We’re using the Amazon Route 53 domain name server.

We’ll be using AWS Auto Scaling and multiple availability zones to migrate to a newer infrastructure within AWS as the platform continues to evolve over the next few months.

What is the team composition?

I’m working with two full-stack developers, a frontend developer, a project manager, and an infrastructure specialist. I also have monthly meetings with the marketing team.  

How did you come to work with Communication Crafts?

I’d used their team with a consulting company in the past for a project that required development of a customer portal where users could upload test results from optometrists.  I evaluated around three development companies in total. I talked with Communication Crafts' owner and found him to be responsive to my questions. The support level felt as if it were local. They performed well in terms of timelines and budget, so we started a couple of small projects.

As a result of that interaction and because we’d already established trust, they were the first company that came to mind when I started Medulla.

What is the status of this engagement?

We started working with them in June 2017 and are continuing to use their team as full-time developers.

RESULTS & FEEDBACK

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

I don’t have high-level metrics, but their performance is improving based on sprint retrospectives. It was hard to articulate what the business was, what the requirements were, and how these things aligned due to the nature of the industry. However, they started improving once they got the hang of things.  

How did Communication Crafts perform from a project management standpoint?

We’re using agile development methods and have a retrospective at the end of every sprint, during which we discuss what we’ve accomplished and what the next steps are. I also talk to the developers daily and they have a project manager on their end. It’s a hands-on process.

They’re doing well in terms of project management, but I can’t give too much feedback because I’m also managing the process. We decided on this engagement model from the very start of the project.

They’ve managed projects for me during other engagements, but I felt it was unnecessary for the current one because I can talk to the developers daily and interact with them on Jira boards. The internal project management is limited to a once-per-month engagement to check the project’s status. Their management calls me proactively at least once a month in order to check the status of the work.

We have a dedicated Slack channel which we use a lot. We also use Amazon Chime and Skype for audio, video, and screen-sharing calls. I can call the developers directly at any time in case of emergencies. I was able to call one of their developers at 7:30 PM Sydney time, which is 2:00 AM in their area.

What did you find most impressive about them?

The trust I’ve been able to develop with them is the most impressive thing. They’re very engaged and want to understand what our problems are. They’re dedicated to providing exemplary customer service—and late-night calls are an example of that.

Are there any areas they could improve?

They should vary their technology stack more. I can understand specializing in a certain technology, but most companies don’t stick with a single stack. Getting some React.js and AWS cloud-formation talent would be beneficial.

Do you have any advice for potential customers?

With outsourcing, we have to be very clear on what we want to do and what our expectations are. Beyond making it clear to ourselves, we also have to articulate those ideas to the development team. I created detailed specifications to walk the team through every step. This may be easier for me because I have a technical background. It’s preferable to having back-and-forth discussions.

BACKGROUND

Introduce your business and what you do there.

I’m the managing director at a web and mobile app development agency.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Communications Craft?

We’re working with a client that needs a mobile app for both Android and iOS platforms. We didn’t have the in-house capability to fulfill their requirements, so we looked to outsource the work.

SOLUTION

What was the scope of their involvement?

We provided them with our requirements and wireframes for the solution. They’re now developing the backend using PHP coding and frontend mobile apps both using native iOS and Android, while also making suggestions for changes in the app’s design that will improve its efficiency and quality.

What is the team composition? 

We’re working with one project manager and about five developers.

How did you come to work with Communications Craft?

Another local company’s project manager recommended them to me.

How much have you invested with them?

We’ve invested about $40,000 AUD.

What is the status of this engagement?

We started working with them mid 2017, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Because the app is still in development, we don’t have any numerical metrics. But I can say they’ve been absolutely brilliant in completing all milestones on time and within budget. There have been no critical issues. 

How did Communications Craft perform from a project management standpoint?

They produce high-quality work with minimal back-and-forth between them and us, particularly compared to other offshore developers we’ve worked with. 

We communicate primarily through a project management tool. We also have weekly Skype calls and email exchange when necessary.

What did you find most impressive about them?

Their efficiency is what’s most impressive. They execute everything they say they will on deadline.

Are there any areas they could improve?

I can’t think of anything. They’ve been just brilliant for us.

Do you have any advice for potential customers?

Don’t hesitate to work with them. They’re very professional and trustworthy. They do whatever they can to get the job done.

BACKGROUND

Introduce your business and what you do there.

I'm the Managing Director of Webboutiques. We manage about 500 companies’ web systems.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Communications Crafts?

Lack of resources. We’re in a continual state of expansion and didn't have enough hands to fulfill the workload that we had at the time.

SOLUTION

What was the scope of their involvement?

We retained 2 senior programmers that could mentor other programmers to cater for the growth of the company. They work with the languages of our server environment including Apache, MySQL and PHP.

We recognized that the only way to get the best out of outsourcing is to make an initial investment. We’ve spent quite a lot of time creating frameworks to work within and training them in the use of our system. As a result of the training, they know our expectations. They work very well to our quality guidelines; they work very hard and they're keen to please.

We adopted the attitude that we want them to feel included as part of our group. We give them small bonuses and include them in office activities. We don’t treat them as a bucket in which to put things and get things done. We treat them as an extension of our team.

What is the team composition?

We interact with 4 people, the 2 programmers, and 2 others for administrative purposes.

How did you come to work with Communications Crafts?

Pure chance. We were searching the internet, looking for a suitable company. They have an agent in the UK so we were able to meet that agent and discuss with them, which made it easier to establish the engagement. Before we dived in, we gave them a short-term contract of about 3 months. I think this is our 3rd contract now. We started with 2 3-month contracts and then gave them a 14-month contract that runs through February 2019.

How much have you invested with them?

We’ve spent about £50,000 so far.

What is the status of this engagement?

We started working together in February last year and its ongoing.

RESULTS & FEEDBACK

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

They have worked on every part of our system. They’ve enhanced things, built things. They’ve enhanced existing systems and built some new subsystems. All of these things help us to sell more websites. If you look at the entire portfolio, there will be some aspect of Communication Crafts’ work in all of those sites.

How did Communications Crafts perform from a project management standpoint?

We communicate through email, phone, and Skype, and use project management tools.

They always go the extra mile. Bearing in mind that they’re 5 hours ahead, I could speak to them at 4 pm knowing it’s late there. I would tell them to go home but they would carry on doing the work.

They’re keen to please and sometimes I feel that they’re overambitious in terms of the speed with which they can deliver. There have been times that I’ve had to slow them down. It takes a bit longer but I don’t care. We’re striving for perfection because we have to do our best to look after the companies we support. When we introduce something new, it has to be perfect because it’s being used by all of the 500 companies that use our system. Our quality requirements are therefore probably excessive. We might be too demanding.

The volume of work that they deliver is very high because there are 2 full-time programmers working for us. At some point during the process, there have been 1-2 quality control issues with the delivery but it’s uncommon. We had frank discussions with them about it and they’ve responded with tighter controls and cross-checking. They’re concentrating on being more comprehensive in the way they test and now have a new program in force with itemized testing. So, we’ve had 1-2 hiccups but, in the scheme of things, they haven’t been severe and they reacted quickly to address calls to address the quality control issues. During normal development, there are always issues to address. They stack up favorably to any developer anywhere in the world I've ever come across.

What did you find most impressive about them?

Their commitment. They really do want to please.

Are there any areas they could improve?

No, I think they're doing just fine as they are.

Do you have any advice for potential customers?

Go into it with your eyes open. Don’t treat them like a bucket into which you throw work and expect work to come out the other end. Treat them as an extension of your team and remember that they’re working remotely. Give them a framework to work within and enough information to enable them to do the job properly. When you’ve briefed them, make very sure that they really do understand the briefing and nothing has been lost. Don’t forget that they’re working on a system they’ve never seen before. If you were recruiting a new programmer, you wouldn’t expect them to churn out a perfect code on Day 1. You would do training: it’s no different.

You'll get out of it what you put into it. The only way that outsourcing really works, in my opinion, is if you’re genuinely prepared to invest, to truly regard them as an extension to your team, and to treat them like staff members who work in a remote location. If you do that, you will get the best out of them.