FatLab Web Support

BACKGROUND

Please describe your company and position.

I am the Executive Director of American Veterinary Society of Animal Behavior

Describe what your company does in a single sentence.

We are a members only, non-profit organization, focused on providing further education and resources to Veterinary Professionals interested in animal behavior. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FatLab Web Support to accomplish?

• Build a custom membership platform managing five distinct tiers with applicant review, dual payment options, and automated renewals — eliminating manual staff intervention. Create searchable member directories with geographic search so the public can find qualified professionals.
• Management of website (updates, glitches, member issues, etc.)

SOLUTION

How did you find FatLab Web Support?

Online Search

Why did you select FatLab Web Support over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from FatLab Web Support were assigned to this project?

2-5 Employees

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

Being a non-profit, the process may be a little different that most businesses. We started by requesting a proposal from FATLAB for a website rebuild and redesign. They scheduled a meeting with myself and a few board members and they had us go through our wants and needs for the new website. Soon after this meeting, they provided a quote for the work and also provided a very detailed proposal that included a timeline and "what to expect." I then had to get this approved by the Board, then a membership at our general membership meetings, which delayed the project but FATLAB still honored the proposal and they were very patient. Once I had approval, I notified FATLAB and from there, they basically went to work. They finished in the proposed time and they kept me in the loop every step of the way, providing me previews and asking for my input on certain parts of the website. We did have a few hiccups when we switched over, but I was able to quickly get in contact with FATLAB and they were able to fix the problem immediately. They also provide me a detailed report on what they found, why the issue happened, and what they did to fix it. 

RESULTS & FEEDBACK

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

Manages nearly 800 active members across 5 membership tiers with integrated billing. Automated the full member lifecycle with 7 branded email templates covering applications through renewals. Deployed 11 web forms and multiple searchable directories with interactive mapping. 

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

FATLAB is very responsive and they provide excellent customer service. I am able to get my questions answered fast and they also provide me with details on the issue so I understand what happened and how it was addressed. They also do great time wise. I am able to alert them of an issue and I have confidence that within 24-48 hours I will have a response and, if the problem is not already fixed, they are actively working on it and will provide me a detailed summary of what they are working on. During our website rebuild, they were able to finish on time and have great support since. 

What was your primary form of communication with FatLab Web Support?

• Virtual Meeting
• Email or Messaging App

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

They are very down to earth and easy to talk to. They're open to most ideas but will be honest with you if something is not doable and a waste of resources. The FATLAB team is very kind and friendly when you are interacting with them, whether it be via an email or conference call. I also love how collaborative they are. You really feel like you are a part of the work they do vs. you just paying a faceless entity to throw something together. I have learned SO much from them in regards to using our website because they are more than happy to not only fix your issue, but show you how to do it in the future. 

Are there any areas for improvement or something FatLab Web Support could have done differently?

Nothing that I can think of at this time.