CSI Media

BACKGROUND

Introduce your business and what you do there.

Belarome Limited sells travel packages to Italy and the U.K. I’m the managing director.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CSI Media?

We originally started working with CSI Media in 2011 to create a new and more advanced website. I had created our original website, but it was relatively basic since I’m not really a web developer.

SOLUTION

What was the scope of their involvement?

I provided them with some ideas of what I liked along with some website examples. They developed and designed the website. They also implemented a CMS and trained our staff how to use it to upload content.

The website’s general structure is quite complex because it requires so many different sections. We break everything down by region, city, and travel packages in an organized way to present them to the customer.

They’ve also added an online booking system that allows us to sell packages digitally. We’ve gone through a subsequent redesign, which is a bit more modern than the first one. It’s now mobile responsive.

We still use them all the time for website tasks. They’ve also created several microsites and provided us with SEO and article writing services.

What is the team composition?

There are three developers and a couple people involved with account management. We’ve probably worked with 10–20 different people over the years.

How did you come to work with CSI Media?

We found them via an online search and found their website appealing, so we called them. We considered a few companies, but CSI Media seemed to be the best fit for us. They showed us examples of similar companies they’d worked for and websites they’d produced.

How much have you invested with them?

We’ve probably spent over £100,000 ($140,203 USD).

What is the status of this engagement?

We started working together in May 2011 and it’s an ongoing, retainer-based relationship.

RESULTS & FEEDBACK

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

We have no complaints and feedback shows that our website is user-friendly. It’s mobile responsive, so users can view it on their iPads, tablets, laptops, or phones. They’ve produced a website that we’re happy with and the design is very nice.

How did CSI Media perform from a project management standpoint?

Their project management is good. They normally have an account or project manager in charge of everything. We typically speak with the account manager instead of the developers. They have one team member who is specifically trained to communicate with companies and it’s a system that works well. We mainly use email and phone. We’ve only met in person a few times since we’re so far apart.

What did you find most impressive about them?

We’ve been working with them for a long time and they’ve given us no reason to look elsewhere. We’re happy with the service they’re providing.

Are there any areas they could improve?

I have no suggestions for improvement.

Do you have any advice for potential customers?

You should meet with them a bit more often than we do. It’s always good to meet in person because it improves the relationship.

BACKGROUND

Introduce your business and what you do there.

I’m the head of digital marketing for a private healthcare group. We’re the largest provider of behavioral healthcare in Europe, specializing in mental health and addiction issues. We have about ten brands, each with their own websites and operations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CSI Media?

We needed a new website built, and we were ready to find a new agency to build it.

SOLUTION

What was the scope of their involvement?

They were hands-on from day one. We had an initial scoping session to talk about our goals and the work required. Then we went through a wireframing process and met with the designers. They did all the design, coding, developing, and cultivating the hosting environment on Amazon. The new website has an IP lookup tool that will change the interface based upon who is looking at the site. If a user visits us from NHS, they will see one version of the site, but if a private individual comes to us, they will view a different version of the site. It tailors the content to the visitor.

We meant to hire them for a single project. We’re now on our fourth site with them, and we’re giving them more work.

What is the team composition?

We’re working on a big project at the moment. We normally have two account managers, but right now we’re working with about six team members, including designers, developers, an account manager, and the managing director, as needed.

How did you come to work with CSI Media?

A couple of years ago, we were looking for a new agency. We interviewed a number of possibilities all over the UK. Some were agencies I knew about already, and some were recommendations from friends in the industry. I looked at an RAR, and CSI was highly rated. They’re also close to our offices, and we liked the possibility of meeting face to face.

What is the status of this engagement?

We started working on the first project around March 2016. It was meant to be just the one project, but they were so good, the work is ongoing. We’re moving a lot of new projects their way.

RESULTS & FEEDBACK

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

We have positive response from the six members of my team. They all enjoy working with CSI. We don’t put out requests anymore, and when we need something done we bring it to them. We know they’ll do a good job.

How did CSI Media perform from a project management standpoint?

They’re absolutely fantastic. Most of our communication is through phone and email, but we also use InVision to share designs and ideas. They’re always on top of things, and if there’s ever any slippage, it’s usually on our side. They’re quick to recoup any lost ground, and have a very structured way of working. They outperform any other agency we work with, and go above and beyond what we’d expect.

What did you find most impressive about them?

They manage the process really well, and are professional, well-mannered, and easy to deal with. They were communicative and collaborative at every stage, and more than happy to talk with us. I don’t have to go through an account manager, I have the option to go directly to the designer or the developer. If we ever need something done urgently, they hop right in and don’t put us in queue.

They have great ideas, and they’re not shy about sharing them. The IP lookup tool was their suggestion, and they’re always making recommendations. We bring them our ideas, and they’re bold enough to present us with better options. They’re usually right.

Are there any areas they could improve?

No, in all honesty, they’re the best agency I’ve ever worked with. At the moment, our only recommendation is to maintain this level of performance.

Do you have any advice for potential customers?

Trust their judgement and they’ll make your life easy.

BACKGROUND

Introduce your business and what you do there.

I’m the Managing Director of a credit broker that arranges financing for vehicles.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CSI Media?

We had a very static website and needed a developer to improve our digital presence by building a new site that incorporates the latest technologies. We wanted special attention paid to usability.

SOLUTION

What was the scope of their involvement?

We described our business and the functionalities the new site needed to include. From here, we worked collaboratively to outline the design elements and UX/UI. They kept the basic color palette of our logo, but opted for lighter tones to create a more modern appearance.

The created the website from scratch, including a new domain name. CSI Media had an existing web template that they modified for our industry and built the site using the Umbraco platform. Its intuitive layout allows me to easily make content changes. I can also shut the site down to make repairs or install updates.

CSI continues to host the site, provide search engine optimization, and routine maintenance.

What is the team composition?

We’ve worked with 4 or 5 team members, including designers, an HTML developer, and a web developer. I stay in constant communication with the web developer and I trust him to accomplish any tasks I assign.

How did you come to work with CSI Media?

They designed a massive platform for my brother’s company using a number of technologies that could apply to our project. I set up a meeting with one of CSI’s directors based on my brother’s recommendation.

How much have you invested with them?

Around $200,000.

What is the status of this engagement?

We started working together in September 2006 and our relationship is ongoing.

RESULTS & FEEDBACK

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

We’re credit brokers who work with funders in the finance industry. Because of the professional quality of our new site, users have mistaken us for our larger partners. They assume we’re funders because of our fresh and user-friendly digital space.

Our biggest priority was usability. We wanted to ensure that anyone could use our site, no matter their level of computer literacy. CSI did a good job of finding that balance, but the flexibility of their system also allows me to make adjustments as needed.

How did CSI Media perform from a project management standpoint?

I'm a fairly precise person, so it’s important for me to receive updates. Their account managers are spot on and keep me informed about the project’s status. If I submit a task, it's scheduled and completed.

We frequently meet in person, as I find it easier to explain large projects face-to-face, but we also talk over the phone.

What did you find most impressive about them?

The fact that they had existing technologies from previous projects saved us thousands and thousands of dollars. It’s difficult to find smart, qualified developers, but CSI was able to create a complex system at little cost.

Are there any areas they could improve?

Any business owner wants tasks to be completed quicker, but then you also run the risk of getting subpar results.