Digital Silk

BACKGROUND

Please describe your company and position.

I am the CEO of Craver

Describe what your company does in a single sentence.

Branded guest engagement solutions for Restaurants and Coffee Shops. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Digital Silk to accomplish?

• Wordpress Website Redesign and Build

SOLUTION

How did you find Digital Silk?

Online Search

Why did you select Digital Silk over others?

High ratings

How many teammates from Digital Silk were assigned to this project?

2-5 Employees

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

Wordpress Website Design and Development, including 9 unique landing pages, strategy and design and development of all pages. 

RESULTS & FEEDBACK

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

Timeline Performance
Promised: 3-4 months (sales process) → 6 months (kickoff call)
Actual: 13+ months before termination
Result: 3× longer than original estimate, 2× longer than revised estimate

 
Quality Assurance Failures
Design Phase Issues Raised: 200+
CAT Phase Issues Raised: 100+
Total Issues: 300+ (Digital Silk admitted this volume was "extraordinary")

Bug Rate: 74% of all tickets raised were bugs (confirmed by Digital Silk in May 21, 2025 call)
Expected Bug Rate: Should be close to 0% reaching client

 
Time to Resolution
Responsive Design Issues:

First raised: March 26, 2025
Finally resolved: August 2025
Time to fix: 5 months for issues on standard screen sizes (13" MacBook Pro)
 
Training Deficiencies
User Error Rate: 21% of all tickets resulted from inadequate CMS training
Expected Rate: Should be minimal with proper training

Basic Functionality Failures:

March 11, 2025: No components saved at CAT handover, preventing page creation
This is fundamental CMS functionality that should have been configured before client handover
 
Project Management Failures
Billing Disputes: 3 separate attempts to charge for overages caused by Digital Silk's mismanagement:

October 2024: "All 30 communication hours gone" (no prior warning)
January 2025: "70 hours over budget"
August 2025: 5-hour quote for URL issue (client could actually fix themselves)
Resolution: All charges dropped after root cause analysis proved internal failures
Communication Breakdowns:

June 2025: Request for 1:1 call ignored 3 times, requiring CEO escalation
November 2024: Weekly calls unilaterally cancelled, replaced with "lengthy, confusing email threads"
 
Post-Launch Issues
Admin Access: Not provided at launch; required follow-up request one week later
Account Status: Both our team accounts were locked when access was finally granted

 
Final Outcome
Project Status: Terminated in September 2025
Migration Timeline: Less than one month after launch, moved to new provider
Reason: "Continuing with your team was no longer tenable"

 
Cost of Failure
Time Cost: 13 months of delayed launch
Resource Cost: Your team functioned as unpaid QA department
Business Cost: Lost business opportunities from delayed launch
Relationship Cost: Partnership terminated, references being contacted to warn against Digital Silk
 
Success Metrics (None Achieved)
❌ On-time delivery
❌ Quality standards met at handoff
❌ Effective training and knowledge transfer
❌ Transparent project management
❌ Professional communication
❌ Client satisfaction
❌ Long-term partnership (project goal stated in proposal)

The only "measurable outcome" is complete project failure across every dimension.

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

Timeline & Delivery Performance
Consistent Failure to Meet Deadlines
Quoted: 3-4 months (sales process)
Revised at kickoff: "Unlikely" – closer to 6 months
Actual: 13+ months before termination
Result: More than 3× the original estimate
No Accountability for Delays
Despite the massive timeline overrun, Digital Silk's response was to claim the client received "an excellent, high-quality deal with substantial savings" rather than acknowledging the failure to deliver on time.

 
Communication & Responsiveness
Opaque Ticketing System (April 2025)
The client raised serious concerns about their ticket management approach:

No transparency: System was completely opaque
Manual updates only: Had to wait for email updates from project coordinator
No tracking: Client received no log of submitted tickets
No visibility: Couldn't track what tickets were outstanding
Result: Client had to maintain their own concurrent ticket tracking system (duplication of work)
Unilateral Decision to Cancel Regular Communication (November 2024)
After implementing weekly calls to speed up resolution:

Action: Project manager unilaterally cancelled the calls because "they took too much time"
Replacement: Lengthy, confusing email threads for relatively simple issues
Impact: Significantly delayed the project and cost both parties more time
Repeated Dismissal of Escalation Requests (June 2025)
When client raised serious concerns about project direction:

Request: 1:1 call with project manager to resolve issues
Response: Request ignored 3 times
Escalation: Eventually required escalation to both CEOs
Assessment: "This kind of escalation simply shouldn't happen during a project, especially one that is suffering from chronic delays"
 
Response to Client Needs
Quality Issues Dismissed or Delayed
March 2025: Client raised concerns about responsive design on standard screen sizes
April 2025: Escalated about "significant gaps in the QA process" and requested a call
Response: Call happened, but QA issues were never resolved

May 2025: Tickets resolution call revealed:

74% of all tickets were bugs (acknowledged by Digital Silk)
Client asked for alternative to raising tickets
Their response: No viable alternative provided
Conclusion: "This volume of bugs simply shouldn't be reaching the client at all"
June 2025: Major escalation about:

Lack of progress on responsiveness issues
Developer's dismissal of client emails
Client request: 1:1 call to resolve
Response: Refused the call
Resolution Timeline: Issues first raised in March weren't resolved until August – 5 months later

 
Chronic Pattern: Blame Shifting
When Called Out on Poor Management
October 2024 – Communication Hours Overage:

Told "all 30 communication hours are already gone" with no prior warning
When client pointed out mismanagement, they dropped the charges
January 2025 – 70 Hours Over Budget:

Claimed "70 hours over the initial budget" and asked for payment
After root cause analysis showed their failures, charges dropped
August 2025 – URL Change Issue:

URLs changed from /app/ to /merchant/ without approval
Quoted 5 hours of dev time to fix
September 2025: After pushback, developer admitted client could fix it themselves in CMS
Instructions provided didn't work, client solved it independently anyway
In COO's Response to Complaint:

Blamed "client's content upload" for CAT issues
Claimed responsive design "followed approved specification"
Called overages "complimentary work" (ignoring they were caused by their failures)
Characterized client feedback as not reflecting "full context"
 
Basic Project Management Failures
March 2025 – Components Not Saved
At CAT handover, none of the components were saved, so client team couldn't:

Add any modules
Create any new pages Assessment: "This is basic functionality that shouldn't be caught by the client"
September 2025 – No Production Access Shared
After site went live:

Never shared production admin panel access
Client had to specifically request it
Received it one week later
Both client team members' accounts were locked when finally provided
 
Accountability & Ownership
Zero Ownership of Problems
Every time client identified a problem caused by their team:

They either ignored it (June escalation)
Delayed fixing it (5 months for responsive design)
Tried to charge client for it (3 separate billing attempts)
Blamed client for it (COO's response citing "content upload")
"Good Faith" vs. Reality
Their claim: "At every step, we acted in good faith, maintained transparent communication, and devoted substantial effort"

The evidence:

Ignored escalation requests 3 times
Cancelled regular communication calls
Opaque ticketing system with no visibility
No warnings before budget overruns
74% bug rate reaching client
5 months to fix standard screen size issues
 
Pattern of Mismanagement
The core issue: "Woeful project management from start to finish"

The evidence shows:

Chronic understaffing or poor resource allocation (74% bug rate)
Inadequate QA processes (300+ issues, 5-month resolution times)
Poor communication systems (opaque ticketing, cancelled calls)
Defensive rather than solution-oriented responses (blame shifting)
No proactive management (reactive firefighting only)
Missing basic handoff procedures (no components saved, no admin access)
Inability to meet commitments (3× timeline overrun)
 
Summary
Did they deliver items on time? No. 13+ months vs. 3-4 months quoted.

How did they respond to client needs?

Dismissed concerns (developer's dismissal of emails)
Delayed responses (5 months to fix issues)
Ignored escalation requests (3 ignored requests for calls)
Blamed the client (COO's response)
Tried to charge for their own mistakes (3 separate attempts)
Project Management Grade: F

The irony is that their proposal emphasized three core values:

Project Ownership – They took no ownership of failures
Transparency – Opaque systems, no warnings on overages
Results – 13 months, 300+ issues, terminated relationship
They failed on every stated value.

What was your primary form of communication with Digital Silk?

• Virtual Meeting
• Email or Messaging App

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

Absolutely Nothing! 

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

Refer to previosu sections. 

BACKGROUND

Please describe your company and position.

I am the Production Coordinator of Media2, Inc.

Describe what your company does in a single sentence.

Media Production Company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Digital Silk to accomplish?

Web Design

SOLUTION

How did you find Digital Silk?

Referral

Why did you select Digital Silk over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Digital Silk were assigned to this project?

6-10 Employees

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

Digital Silk designed our new website from the ground up, providing detailed storyboards and a range of creative ideas to bring our vision to life. They handled everything from the initial design concepts to the final implementation, ensuring a cohesive and visually appealing user experience throughout. Their expertise and innovative approach helped us build a site that truly reflects our brand.

RESULTS & FEEDBACK

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

We recently had the pleasure of working with Digital Silk to create our new website, and we couldn't be happier with the results! They delivered exactly what we envisioned and were incredibly patient throughout the entire process. The team was not only highly skilled and organized but also went above and beyond to keep us on track.

Even after our site launched, they've continued to support us with ongoing updates, and we genuinely appreciate their dedication. Working with Digital Silk was a fantastic experience, and we highly recommend them to anyone looking for top-notch web design services!

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

Digital Silk's project management was outstanding from start to finish. They maintained clear communication, set realistic timelines, and consistently met every deadline. Their team was proactive in addressing any challenges, keeping us informed, and ensuring the project stayed on track. Their organized approach made the entire process smooth and stress-free, allowing us to focus on our goals while they handled the details with precision and professionalism.

What was your primary form of communication with Digital Silk?

Virtual Meeting

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

Digital Silk was incredibly attentive to all of our needs throughout the entire project. They took the time to understand our specific requirements and always made us feel heard and valued. Their team consistently went above and beyond, offering creative solutions, responding promptly to our feedback, and ensuring every detail was perfect. Their dedication and willingness to exceed our expectations made working with them an exceptional experience.

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

no

BACKGROUND

Please describe your company and position.

 I am the VP of Marketing of a healthcare company 

Describe what your company does in a single sentence.

We provide in-home respiratory and specialty pharmaceutical therapies to patients with complex health conditions across the U.S.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Digital Silk to accomplish?

• Design and build a new website
• Keep our new website simple
• Complete our website project in 6 months

SOLUTION

How did you find Digital Silk?

Clutch Site

Why did you select Digital Silk over others?

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

How many teammates from Digital Silk were assigned to this project?

2-5 Employees

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

In an effort to launch a new brand in Q4 of 2023, we engaged Digital Silk to help us design and build a new website that met specific goals of our brand launch. The scope began with a detailed competitive analysis, diving into our business model/audiences, etc. 

Digital Silk proposed a new site design and content that was simple and built upon SEO principles. Once the design was approved, the quickly developed the site, then tool all steps to test it and ensure a smooth launch.

RESULTS & FEEDBACK

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

The site was launched in 6 months. The site met Americans with Disabilities Act compliance requirements. The site was visually appealing with clean, simple navigation.

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

The Digital Silk team assigned PromptCare a project manager and a specialized account manager. They were extremely quick to respond to our needs. The kept our project on time and on budget.

What was your primary form of communication with Digital Silk?

• Virtual Meeting
• Email or Messaging App

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

The Digital Silk team is extremely responsive and kind. They are also creative and skilled at digital marketing and web design. They really know their stuff and were very clear with our team along the way.

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

None that I can think of.

BACKGROUND

Please describe your company and position.

I am the Marketing/Communication Coordinator of Matrix New World Engineering

Describe what your company does in a single sentence.

Environmental Engineering and Consulting

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Digital Silk to accomplish?

• New website

SOLUTION

How did you find Digital Silk?

Online Search

Why did you select Digital Silk over others?

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

What was the size of Digital Silk’s team?

6-10 Employees

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

We contracted with Digital Silk for a completely new website from the ground up. They did a deep dive on our brand and our functional needs. They provided an updated brand book, new website architecture, design, and CMS, as well as hosting services.

RESULTS & FEEDBACK

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

• Leadership was thrilled with new design
• Marketing received all necessary ability to make changes

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

They delivered on time and were always helpful. Despite the time differences, they were always helpful and accommodating. I have nothing but great things to say about them. Everything happened in a timely manner, and they were able to help us with challenges as they came up, providing suggestions and recommendations

What was your primary form of communication with Digital Silk?

• Virtual Meeting
• Email or Messaging App

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

They had an amazing combination of incredible price for incredible work with incredible team members.

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

Only minor miscommunications when it came to the brand early on, as we are professional services company and their expertise seems to be more commerce sites. But they were able to help us get the look and feel we desired.

BACKGROUND

Introduce your business and what you do there.

I'm the executive assistant at a waste management company called Whitetail Disposal Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Digital Silk?

We hired them to redesign our website completely.

SOLUTION

What was the scope of their involvement?

Digital Silk has taken care of redesigning our website. They’ve also helped us with our company's rebrand. The site is built with WordPress.

What is the team composition?

We work with several people from their side, but we usually work with two on a day-to-day basis.

How did you come to work with Digital Silk?

We found them on Clutch.

How much have you invested with them?

We’ve spent about $50,000.

What is the status of this engagement?

We started working together in February 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Digital Silk has been able to fix the issues we have on our website. They’ve also trained us on how to use WordPress so that we can maintain the site on our own.

How did Digital Silk perform from a project management standpoint?

They’ve done an excellent job from a project management standpoint. They always make sure the work gets done on time, even if they have to keep following up on us. For communication, we usually do virtual meetings with them. We use OneDrive to manage all our documents and assets.

What did you find most impressive about them?

We really appreciate the fact that they’ve put a lot of time into figuring out who we are as a company.

Are there any areas they could improve?

A third of the way through the project, Digital Silk sent us WordPress tutorial videos that we could use for future reference — it would’ve been better if they had sent the videos to us right from the beginning.

BACKGROUND

Introduce your business and what you do there.

I’m the CRO at TRAY. We’re a software company that provides cloud-based software to the restaurant and hospitality industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Digital Silk?

We needed to redesign our website since our company recently went through a rebranding process. We needed our site to match our new image and reach our new target audience.

SOLUTION

What was the scope of their involvement?

Digital Silk has designed and developed our company’s website. When we started working with them, our rebranding was still in process, and we didn’t have a lot of documentation to provide Digital Silk. 

We’ve asked Digital Silk to create a site that we could modify in the future. They’ve built our site’s backend and framework in WordPress. Digital Silk has also integrated a broad set of tools into our site, including an SEO optimization tool. We plan to use Digital Silk’s SEO services in the future, but for now, our main goal is to finish our site, and we’ll later look for ways to attract more customers. 

Our site is informational, and its main goal is to drive users to request more information about our product. Our main call to action is to request a demo of our software, and Digital Silk has integrated that action across the site. Our strategy is to provide just enough information about our product to attract users to request more information and get interested. Digital Silk will also host our site and offer more services as our company grows. 

What is the team composition?

We’ve worked with around 12 teammates from Digital Silk, including Merve (Digital Strategist), graphic designers, and developers, all under the guidance of a product manager. 

I know who to talk with and where to go, and the product manager has all the necessary resources and information to bring our project to a positive conclusion. 

How did you come to work with Digital Silk?

I searched on Google for ways to create a website and found a platform called DesignRush that enables users to post design projects and put them for a bid. I received 7–9 candidates and selected five to do an RFP. We then narrowed it down to two companies and chose Digital Silk. 

We selected Digital Silk because we liked the websites they had previously designed and developed. I found them compelling and aligned with my vision. 

How much have you invested with them?

We have a budget of $30,000. Digital Silk isn’t the cheapest solution, but we chose a service provider that would bring the best value to our project. 

What is the status of this engagement?

We started interviewing companies in August 2022 and signed our agreement with Digital Silk in October 2022.

RESULTS & FEEDBACK

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

Working with Digital Silk has been a great process, and their team has been a true partner in helping dialogues move forward by giving us great input and direction. 

Digital Silk has understood my vision and created a framework I can enhance with additional features as needed. One of the things I like more about Digital Silk is that we won’t need to rebuild the site if we want to add an extra feature. 

How did Digital Silk perform from a project management standpoint?

Digital Silk has changed our project’s original timeline as we added more things to our scope. They meet deadlines, and I’m happy with the process. Merve is a dream to work with — she is good at providing follow-up. 

Moreover, Digital Silk’s entire team has been helpful and responsive. I’ve always felt connected to them because we have clear communication through email and Zoom calls. Digital Silk always responds quickly, no matter what time of the day it is. 

Digital Silk has successfully worked inside our budget. Initially, I liked some of the sites from Digital Silk’s portfolio, and when I brought it up, they were honest in telling me those sites used very expensive tool sets. Digital Silk designed a similar site with different tools and used their expertise to fulfill my requirements staying within my budget. 

What did you find most impressive about them?

I’m most impressed with Digital Silk’s design abilities and vision. When I talked to other companies, I noticed they had a strong design vision, but Digital Silk had a better vision for what I needed. Digital Silk has executed their vision throughout our project. 

Are there any areas they could improve?

I can’t think of anything for Digital Silk to improve, they’ve been a great partner for us. 

Do you have any advice for potential customers?

The only regret I have from this process is that it took me six weeks to choose Digital Silk. I liked their first presentation, and I wish I had gone with my gut and chosen Digital Silk since I met them — I would’ve had my product finished six weeks earlier.

BACKGROUND

Please describe your company and your position there.

Rollink is an international smart luggage Brand. I am the Co-founder and CEO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Digital Silk?

we looked for an A to Z solution for our new online US activity. together with Digital Silk we went through all the classic phases, from market researches, through brand strategy, marketing strategy, website development and full scale digital marketing planning AND execution.

SOLUTION

How did you select this vendor and what were the deciding factors?

we did a deep research for US digital companies who have the capabilities of providing an A to Z solution for a company who look to launch a brand in the US. it was important for us to find partners who can plan from one hand but execute the plan on the other hand.

Describe the project in detail and walk through the stages of the project.

After few meetings we start working on fitting our brand to the US market. we did couple of market researches which helped us to make it more accurate. with the data that we collected, we reshaped the strategy we had in Europe to something that will work in the US. once we had the strategy core values, we worked on the website and on the marketing plan for the first year. it took as about 6 months from the day we met till the website was live and making money. through most of 2022 we worked on optimizing the digital plan according to the real data we have been collecting through the campaigns.

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

we worked with 15-20 people. brand strategists, market research analyses, designers, marketing automations, PPC, SEO, Socials. abasically, any aspect of digital work from the developments to the on going business.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We are now ending the first year with Digital silk since we launched the strategy, website and the digital marketing plan. we gained a huge brand awareness, and great figures for the first year. we have collected enormous amount of data and all our digital assets are ready for 2023. the UI/UX keeps improving digital campiness of showing great results.

How effective was the workflow between your team and theirs?

seamless. we have 24/7 someone who is ready to help in case we need something urgent.

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

The people. They were real partners in our journey. anyone, with out exceptions ! we met so far from this company is dedicated to the project like they own it. professionals that makes the business ride a great fun.

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

we worked as a team. both of us probably did couple of mistakes along the road and I am sure we are still doing. for us it very important that we will learn from the failures and well as from the successes and move on to the next mission with what we have learned.

BACKGROUND

Introduce your business and what you do there.

I’m the sales and marketing manager of Labjack, a hardware manufacturing company.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Digital Silk?

We needed help with the design of our site.

SOLUTION

What was the scope of their involvement?

Digital Silk designed and launched our Shopify website from scratch, using SharePoint and Figma as their main tools. 

We started the process by having digital marketing strategy calls. Then they presented mock-ups for customized designs of our home, product, landing, contact, and FAQ pages taking our existing brand identity materials into account. Additionally, their team suggested improvements for our UI/UX design to streamline navigation.

What was the team composition? 

We worked with around ten members of Digital Silk’s team, including Stephanie (Customer Success Manager), Sonja (Project Manager), Marcela (Digital Strategist), Peter (Branding Strategist), Alex (Linkbuilder), two graphic designers, and two people from their proposals crew.

How did you come to work with Digital Silk?

We evaluated Digital Silk and a couple of other full-service web development companies specializing in Shopify. Ultimately, we chose Digital Silk based on our initial conversations with them, where they outlined a proposal and a budget.

How much have you invested with them?

We spent around $60,000 with them on this project.

What is the status of this engagement?

We worked together from February–November 2022.

RESULTS & FEEDBACK

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

Digital Silk’s design work was excellent, and it met our objectives. We received lots of positive feedback on our site’s great look.

How did Digital Silk perform from a project management standpoint?

Digital Silk was communicative and delivered within deadlines and on budget. Regarding tools and communication, we used email, had weekly Zoom calls, and utilized a Figma board to share comments on their designs.

Are there any areas they could improve?

Digital Silk did a great job in everything they did, but I didn’t think they prepared us enough for our post-launch challenges.

Do you have any advice for potential customers?

Trust Digital Silk’s team, but also have clearly-defined goals.

BACKGROUND

Please describe your company and your position there.

ARCHON Fitness LLC is a manufacturer and online retail seller of our brand ARCHON Fitness Equipment. Based out of Largo, Florida, we service companies in both the USA and Canada. I am the founder and president of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Digital Silk?

We felt it was time to move on from our basic e-commerce retail website to a site with much more sophistication, visual appeal, and improved UX/UI design and implementation. After months of research, we found Digital Silk and after a process where we were able to speak to the leadership and team members, we felt they were the best choice for our brand.

What were your goals for this project?

We wanted our company represented as one that provided quality and had authority in the fitness industry. This would take place with a front-end design that visually would compliment our company. “It needed to look athletic.”

Beyond visual, we wanted an improved UX/UI design. The kind of design that larger companies have for their customers and returning customers. But we did not want to fit in a box, we wanted a design that would be outside of the box separating us from our competitors. Lastly, the site had to perform under high stress, especially when in the midst of retail holidays where volume becomes high.

SOLUTION

How did you select Digital Silk?

A lot of research. There are many design companies out there and having been a Creative Director in my former occupation, I knew what I was looking for. Digital Silk was last on my list. When I reached out to them, the response was exactly what I was looking for, “Not a cookie cutter response, but a more personal touch.”

We had an online conference call where I got to see and speak with the leadership. I got to speak to the team that would be over seeing the project, that just happen to live south of me here in Florida. I was presented with questions for a creative brief. It was an in-depth inquiry about my company, and of all the companies they were the only group that gave me a considerable amount of work. “This was a good thing.”

It helped me think about the scope of the project and in the end, they had an understanding for the direction I wanted to go. Digital Silk, “Was not the cheapest.” Money had absolutely no leverage on the decision to choose them. Their impression was strong enough that I went far outside of what was budgeted, and it was the right decision. "You get what you pay for."

Describe the project in detail.

I would have to write a book here, “Believe me I am capable with as much as I talk;” however, I will spare you. All in all, there was a very clear direction from the wireframe to pre-development, visual design, backend design, and finally the launch. Everything was presented in a professional, modern, and clean manner. Online portals where I could view each page in real-time as we discussed the layouts.

At each stage of the project, we had meetings concerning the development of each component and I was free to ask a lot of questions with my dedicated design administrators, “I asked a lot!” I was always informed. Each time another aspect of the product involved another team member, I was introduced to he/she.

What was the team composition?

I had two project managers, lead designer, and lead developers. All to whom I was able to contact and ask questions or make requests when needed. Even the owner made himself available.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The outcome was excellent. It is not often that I say, “Wow,” as I have seen it all with design, but I did say, “WOW!” The design had the temperament I desired for my company and even offered more than I imagined. The feedback from my customers was very positive, especially existing customers that had in the past used the former site and now experienced the new site.

In addition, during this time, as COVID increased the volume of my company exponentially, I was experience major disruptions to my server. I reached out to Digital Silk, they provided me a solution, and since than not a single hiccup, “Yes, that was a hint.

Their server provider is EXCELLENT!” Was everything perfect at launch? It was good, but there were glitches here and there. How could there not be with a site that had a lot of complicated integrations. But each time they resolved the issue and within a short amount of time the sites functionality was excellent!

How effective was the workflow between your team and theirs?

I really was great. Digital Silks use of modern technology for expressing workflow visually really reduces a lot of questions through the journey of development. By having a project team assigned that you communicate with every step of the way, it really makes a difference.

What did you find most impressive about this company?

It would have to be the team. They had knowledge behind them that they were able to back up through action. If there was an area where there was a miscommunication, they owned it, resolved it, and all very quickly.

Questions were always answered, if the leads did not know the answer, they made sure to find out from those individuals’ experts in those areas. Regarding their programmers and front-end designers, “Talent, excellent talent.”

Are there any areas for improvement?

Not a lot. About the only area that I would have critiqued would have been that prior to launch holding “Me” more accountable to the review. I should have done a more thorough review of the site before approving its launch, those were those little glitches I spoke of, and they should have probably made sure a bit stronger that I had been thorough on my side.

So, the larger part of that responsibility was on me, but I probably needed to be held more accountable by them on it. The most important thing though is everything that was an issue was resolved.

BACKGROUND

Please describe your company and your position there.

Restaurant serving local national cuisine prepared in the traditional way. Visitors can try delicious and quality specialties that are characteristic of the local area. My position is Restaurant Manager. Main role is to organize and coordinate processes in order that everything functioning in the best order.

OPPORTUNITY / CHALLENGE

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

Our Restaurant need fully functional website with unique web design that will represent online presentation with possibility of online ordering. Goal for this project was to increase number of restaurant visitors with attractive website presentation and development of new delivery service using ordering functionality.

SOLUTION

How did you select Digital Silk and what were the deciding factors?

Recommendation from friend that was very satisfied with their service

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

Project have 4 phase: Definition and planning (created wireframe and visual identity, data structure, content organization) Website design (front-end tasks, creating template, element positioning, etc) Website development (back-end tasks, programming and implementation of functionalities) Testing Also Project team offered free maintenance some time after website deployment.

Each phase had own goals and task that were done without problems and on time. Digital Silk met all our requests and gave us great ideas and solutions.

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

Digital Silk team consist web designer, web developer, db architect and SEO expert. The team is led by a project manager with excellent organizational skills.

RESULTS & FEEDBACK

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

Overall profit increase 120%. 50% of our business are orders that comes from website and this part of business is constantly growing.

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

Communication between our companies were excellent. During the first phase of project we receive a lot of creative ideas which were professionally done in other phases. At the end of each phase we received detailed summary about project status and task that are done.

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

They have a very professional approach to each stage of project development with great emphasis on details.

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

No