First Pier

BACKGROUND

Introduce your business and what you do there.

Katelyn Bray: I’m the COO of Versa Gripps USA Inc. We manufacture a fitness accessory product.

Isaac Bray: I’m the IT coordinator and sustainability director.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

IB: We needed a new e-commerce website as well as an update to our branding. We’ve been fortunate to be very successful and wanted to bolster that presence with a more professional look. We just didn’t have the time or in-house talent to do that. We employed First Pier to help us.

SOLUTION

What was the scope of their involvement?

KB: First Pier met with our team multiple times to make sure everyone was on the same page and that our brand had more meaning than just a look. We wanted our brand to be backed by different qualities we demonstrate through our company values and beliefs.

First Pier built the store for all of our US retail sales through our site. They completely rebuilt the website. They also helped us redesign our branding on the website including logos, colors, and brand patterns. Their team has helped us hone in on our identity as a company.

IB: In addition to their work with our website, First Pier came up with a template that featured all the new branding. They helped us develop a way to sell our customizable products as well as set up reviews on our site. Their team established a way for our international customers to pay their customs and duties ahead of time. This means that when the package gets to their country, they don’t have to pay another bill.  

What is the team composition?

IB: Steve K. (Director of Accounts & Business Development) was our main point of contact, but we also worked with Steve P. (Founder & Strategy Lead), Rebecca (Editorial & Creative Director), Martin (Digital Director), Sadie (Solutions Designer), and Brittany (Marketing Assistant).

How did you come to work with First Pier?

KB: We had looked at quite a few web development companies. Since we’re a company that prides itself on having everything made here on the coast of Maine, we were seeking an excellent organization within Maine. We were fortunate to have found First Pier.

IB: I originally found them on Google and read some of their reviews on Clutch. We admired their past work presented on their website. They consistently had great reviews. Overall, we thought they’d be able to help us move to the next step.

What is the status of this engagement?

KB: We signed on with them at the end of September 2020. We expedited the process so we had everything up and running by February 2021.

IB: The site is launched now, but we have an ongoing partnership with First Pier. We’ll continue to work with them on some digital marketing and other needs we have at our company.

RESULTS & FEEDBACK

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

IB: We’ve gotten great feedback from some of our customers, retailers, and wholesalers. Our engagement on Google Ads and PPC was up a fair amount in only a couple of weeks. We had expected to see a dip in SEO for a couple of weeks, but instead, our engagement went way up very quickly. Our numbers show that the website is bringing more people in and they’re staying longer on the site.

KB: The website’s been so helpful with other relationships we have with other businesses. They look at the site and see a high-quality, accurate representation of our brand. Our relationships with them have been better. What’s more, the website is an excellent reflection of the high quality of our product.

IB: Anytime we had an issue and asked if there was a solution out there, they’d check and were always able to find something that’d be a good fit for us. First Pier has always been in our corner. No idea was too big, and they were able to run with everything. If we hit a dead end, they told us the reasons why. We’ve always felt heard and supported. Additionally, First Pier helped us eliminate some of those barriers related to selling internationally.

How did First Pier perform from a project management standpoint?

IB: Project management has been excellent. They’re absolutely professional, and their system is really great. First Pier briefed everything out for each part of the project. If there was something added, they were completely transparent about pricing and the time it would take.

Their team always got back to us via email super quickly and was very easy to get ahold of on the phone. I know they manage more clients than just us, but it felt like we were getting a lot of their attention, which felt good.

What did you find most impressive about them?

KB: Our team is very creative. We have different views and different ideas. First Pier took all of our ideas and they’d give us options. Their team would give 2–3 options and whittle down our ideas and make them tangible. Somehow, they took all of our ideas and made them one very good idea. It was always an excellent reflection.

IB: They had a gift for listening to us and turning all of our ramblings of what we needed into professional action. First Pier was very receptive and professional in the execution of everything we asked them to do.

Are there any areas they could improve?

KB: They’re not just a web development company, they’re much more than that. First Pier does a lot of other things. They should advertise that they fit the needs of their customers or communicate that if customers need more help with an ongoing project, they can do it.

IB: The way they’re divided into different divisions in their company is great on the one hand but it may also be drawing traffic away from the fact that they’re a one-stop-shop that does a lot of different things. It’s not that big of a deal but there might be a way to consolidate that messaging a little bit for them. That way, people can know they’re not just getting a web developer. They’re getting a teammate that can help open a lot of doors.

Do you have any advice for potential customers?

KB: Definitely go with First Pier and have some opinions of your own. They’ll ask what’s important to you. You will have to give it some thought; it’s not an add-it-to-your-cart kind of web development service. First Pier works closely with you so set some time aside to make sure what you’re getting is what you want. They’ll ask you for feedback and that’s ultimately a really good thing.

IB: Trust their process. Some of our team members had a little bit of trepidation about how things were going to work because we had never worked with a company of this caliber on a project like this. For any potential customers coming in, don’t get intimidated. Be very curious and open-minded. First Pier has a great process that they’ve replicated over and over successfully for a lot of companies.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and product designer at my company. We create rock-climbing gear. I’m the sole employee and started the business at the beginning of 2020. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

I started up with a very basic Shopify account to get my name out there. However, I needed a site that was going to be more interactive for the user. Much of my work revolves around customization, so I wanted a site that could visualize what different personalization options could look like. I was also looking for my site to match the high-quality of my brand.

SOLUTION

What was the scope of their involvement?

They started out asking me for core requirements and what I’d like to see on my final site. I wanted customization options, more photography, and additional backend organizations. They set me up with photographers for product and lifestyle shoots. Then, they helped me develop my brand a bit further, adding some additional colors to my established logo and color scheme. 

They were interactive throughout the process, often chatting on Zoom to review their work and provide feedback.  

What is the team composition?

There were 4–5 people on early calls. Later, two individuals became my main points of contact. One was the main developer and the other was a project manager.  

How did you come to work with First Pier?

The company I previously worked for used their services for a website, so I already knew what they were capable of doing. One of their owners actually reached out to me, congratulating me on my new brand and offering their services. That started the conversation, and our partnership started soon after.

How much have you invested with them?

The value of the project was $25,000.

What is the status of this engagement?

We worked with them on the site from April–November 2020. They still provide some ongoing support, answering lingering questions.  

RESULTS & FEEDBACK

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

They created a beautiful website. Everyone that sees the site is blown away at the quality. I’m super happy with it and it’s professional look.   

How did First Pier perform from a project management standpoint?

Their communication was strong through a project management tool. That kept everything organized. Our project manager was quick to respond to any questions. The launch was pushed back a few times, which wasn’t necessarily a bad thing. They spotted some aspects of the website that weren’t quite right, so fixing them caused a little delay.

What did you find most impressive about them?

Their ability to accurately make my vision and brand into a final website was impressive. They were receptive to my ideas and translated them into technology. The site really fits my brand.  

Are there any areas they could improve?

I don’t have a great idea about how to adjust or manipulate some of the features on the backend. It would be helpful to have some sort of explanation on how the site works, so I won’t need to rely on their services to make updates in the future.  

Do you have any advice for potential customers?

Don’t hold back on questions or requests because they’ll be receptive to anything you want to do or change. They were very flexible along the way.

BACKGROUND

Introduce your business and what you do there.

Lamey Wellehan is a family-owned, independent family shoe retailer in Maine.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We needed to migrate our website to a new platform.

SOLUTION

What was the scope of their involvement?

First Pier moved us from our existing web platform to a new web platform. Their team basically did everything from nuts to bolts. They created a new website on Shopify and worked with our POS to facilitate the movement of data.

What is the team composition?

First Pier had different people who worked at different stages and a project lead to keep things organized.

How did you come to work with First Pier?

We reached out to different companies but wanted to make sure First Pier was in the list as they are local and have a solid reputation.

How much have you invested with them?

We have invested over 5 months so far and will continue to work with them to optimize and enhance our site.

What is the status of this engagement?

Our partnership began in May 2020, and it’s ongoing.

RESULTS & FEEDBACK

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

We launched the website on schedule, and First Pier delivered everything as promised.

How did First Pier perform from a project management standpoint?

We have web meetings and communicate via emails and phone calls.

What did you find most impressive about them?

They knew our company and understood clearly our goals.

Are there any areas they could improve?

No, I can’t think of anything that needs to change.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a retail and interior design company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

I wanted to rebrand my business, which included a website update. I wanted a platform that better represented my brand and could be easily navigated.

SOLUTION

What was the scope of their involvement?

For the rebrand, First Pier helped create a new name, new colors, and a new logo. Their team helped design everything that I use in the shop such as tags and bags too.

Their team also built a completely new website on Shopify. They didn’t use any aspect of my old website. Their team created a completely different look that incorporated all of the new brand elements such as the logo and colors. Their team still supports marketing to drive traffic to the website.

What is the team composition?

So far, I’ve worked with five people from First Pier. I have a main contact who organizes all of the different aspects of our projects. Another person on their team specializes in development. I've also worked with three other people who focus on marketing and branding.

How did you come to work with First Pier?

I knew First Pier's owners and many of their employees because they were featured in a business magazine in my state. I also worked with them in the past in a different capacity. I personally knew them as good, creative people. As a result, they were the first agency that I contacted when I decided to rebrand. I didn’t interview anyone else because I was happy with everything that I received from them.

How much have you invested with them?

So far, I’ve invested about $21,000 in their services.

What is the status of this engagement?

We started the project in February and the bulk of the project wrapped up in July 2020. However, I’m still working with them.

RESULTS & FEEDBACK

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

I’ve had great feedback from customers regarding the new shop, logo, and website. People like their new looks. We’re still in the stages of driving traffic to the site, so that still remains to be seen.

How did First Pier perform from a project management standpoint?

COVID-19 slowed our process because everyone works remotely. Otherwise, they communicate well. We connect by email, phone calls, and Zoom. They also use a platform that keeps all of the information in one place. Their team does its best for me, so I’ve had an overall positive experience.

What did you find most impressive about them?

I’m impressed by the way that they all work together. They have a good rapport. When they present their work to me, it’s organized. Even with COVID-19, it was easy to follow along even though we weren’t in the same room. Their team didn’t skip a beat with their proposals.

Are there any areas they could improve?

No, I’m happy. If there were issues, their team would be responsive.

Do you have any advice for potential customers?

First Pier will lead you through the process. Do what you need to do and stay on the project timeline. It’s easy to work with them, and I highly recommend them.

BACKGROUND

Introduce your business and what you do there.

I’m the co-owner of a wholesale e-commerce coffee company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We’ve been working with them for 4–5 years. For the most recent project, we hired them to redo our website.

SOLUTION

What was the scope of their involvement?

First Pier redid our entire website — the front- and backend. They did graphic design and wrote copy, and they changed our subscription service from pay upfront to pay every month.

They also added functionality that made the website easy to use and changed our subscription platforms so that people could walk through it to choose what they like. The team also created a pop-up feature to make the website easier to maneuver.

What is the team composition?

We talked to 3–6 teammates. 

How did you come to work with First Pier?

We’re old friends with their founder.

How much have you invested with them?

We paid them a retainer of about $2,500 per month.

What is the status of this engagement?

We worked with on this project with them for about a year, and it ended in August 2020.

RESULTS & FEEDBACK

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

We like the way the website works, and we haven’t had a lot of customer confusion. The few people who have noticed that our website is different have all said positive things. 

How did First Pier perform from a project management standpoint?

They are really good at communicating. First Pier used Teamwork, which funneled through email. We have a conversation with our contact there every Wednesday to make sure that everything aligns with our vision.

What did you find most impressive about them?

We come up with lots of ideas that we would never be able to pull off. We pitch those ideas to First Pier and they figure out how to do it.

Are there any areas they could improve?

No, not that I can think of. We have a good relationship with them.

Do you have any advice for potential customers?

Communicate a lot with them so that you know what the project is and that First Pier isn’t going in a direction you didn’t intend.

BACKGROUND

Introduce your business and what you do there.

I’m the director of visitor operations and membership at the Portland Museum of Art. I’m in charge of the multitude of touchpoints for user experience at the museum. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We have a lot of disparate systems, and we needed an outside source to help examine our user experience touchpoint system as a whole and provide recommendations for future planning.

SOLUTION

What was the scope of their involvement?

We focused mainly on where visitors come into contact with the museum when they’re onsite. The main activity points are at the visitor desks, where people buy tickets, memberships, and other services, as well as the gift store. All of those points of sale use different softwares, and we worked with First Pier to integrate them and make our processes more efficient.  

The team provided a comprehensive interview process with all of our stakeholders, including floor staff. We also provided customer feedback we’ve received over the years, which they implemented into their overview. 

What is the team composition?

We worked primarily with two people.

How did you come to work with First Pier?

First Pier works with a lot of local nonprofits. They received fantastic reviews from some of our nonprofit colleagues, so we decided to partner with them. 

How much have you invested with them?

We spent about $7,000.

What is the status of this engagement?

The project took place from June–September 2019.

RESULTS & FEEDBACK

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

We’ve been extremely satisfied with the solution First Pier provided. We’re able to have a bird’s-eye view of our system, which has improved all of our processes, as well as visitor and staff experiences day-to-day. We saw a decrease in issues with connectivity.

How did First Pier perform from a project management standpoint?

The team was extremely approachable. They were able to communicate about deliverables with us in an accessible way. Even though our goal was rather opaque, they did a great job of breaking the project down into a digestible format. First Pier remained receptive to questions and concerns during the process.

What did you find most impressive about them?

First Pier is extremely generous with their time. They're a creative team, and they were always hyper-focused on delivering the outcome we needed. Further, they’re invested in our community, which was extremely valuable to us.

Are there any areas they could improve?

There’s nothing that comes to mind. Even though our engagement is completed, they still keep in touch to follow up. They really care about their clients. 

Do you have any advice for potential customers?

First Pier really knows how to break down your needs to accomplish your goals, so be willing and prepared to answer their questions.

BACKGROUND

Please describe your company and your position there.

Transparent Audio's mission is to help our customers achieve a "you are there" music listening experience in their homes. I am the CEO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Pier?

Website and online store backend construction, ongoing monitoring and interpretation of analytics

What were your goals for this project?

Combine website and online store into one seamless site Update old website in terms of content and function

SOLUTION

How did you select this vendor?

Our Art Director who did the graphic design for the new website recommended First Pier to handle the back end and logistics of the new site

Describe the project in detail.

Our Art Director is the liaison with First Pier. I provided content and structure for the new site to the Art Director who handled graphic design and the visual development of the site. First Pier handled the back end, logistics, and analytics. I reviewed the site's function during the trial phases and worked with our creative team to make a punch list of things that needed to be done to make sure the site worked smoothly as we intended and that navigation was fluid.

What was the team composition?

Steve Kelly was our project manager. I am not sure how many developers were actually involved in our project.

RESULTS & FEEDBACK

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

The new site and online store are a huge improvement for us in terms of reaching our customers. I believe that online store traffic and sales have increased.

How effective was the workflow between your team and theirs?

Our project was and is well-managed.

What did you find most impressive about this company?

Their advice regarding our web vehicle (Shopify) has been excellent. The company is very professional, knowledgeable, and reliable.

Are there any areas for improvement?

Everything can always be done faster, but we have been satisfied with the quality of their work every step of the way.

BACKGROUND

Introduce your business and what you do there.

I have two clothing stores—one for women, and one for children.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

When I built our physical store, I knew we needed to create a website.

SOLUTION

What was the scope of their involvement?

They developed the websites for both of our stores, and they still maintain them today. Their team got to work right away on development. Originally, the site was built on Magento, but we’ve migrated the platform to Shopify so we could add features that could be integrated with our point of sale system in the store.

Then, they trained us on how to use Shopify so we could update content ourselves. While another person inputs all of the products into the website, maintains the site on a daily basis, First Pier supports us as well. Sometimes they add banner photos, or after a photoshoot, we’ll send them the pictures to edit, crop, and post on the site.  

They also helped us establish a social media presence. Although we manage that now, they always give us tips and ideas of new things to try.

What is the team composition?

I work with Steve (Founder & Strategy Lead, First Pier) and Leanne (Digital Solutions Manager, First Pier). Occasionally, we work with Martin (Digital Director, First Pier)  when we have specific requests or he needs clarification on what we want.

How did you come to work with First Pier?

A graphic designer that I had been working with recommended Steve to transform my informational site into and e-commerce platform. I worked with him directly, and as both of our businesses have grown, we’ve expanded our partnership.

How much have you invested with them?

We spend about $5,000 per month both sites together (approximately $480,000). Over the years, the price has increased as we’ve requested more features.

What is the status of this engagement?

We began working together in 2011 and our engagement is ongoing.

RESULTS & FEEDBACK

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

I’ve been happy with all of the projects we’ve rolled out. I’ve stuck with them for so long because the quality of their work is really good and they always treat us like we’re a priority. They’re great, and I always recommend them to other people.

How did First Pier perform from a project management standpoint?

They’ve been really easy to work with and their communication is great. Their offices are just down the street from us, so we see them all the time. They pop in if for a quick chat or to check in all the time. We’re also able to have more formal meetings, which I think is really valuable. We also collaborate via Basecamp, Teamwork, and even email for quick approval.

Originally, we were paying by project, but now we have an ongoing partnership so we can meet our goals and they can allocate time to work on our sites each month.

What did you find most impressive about them?

They’re really good to us and treat us like we’re their only client. I always feel like we have their attention. I know they treat their other clients the same way, but they always are able to make last-minute changes for us.

Recently, we were about to launch a sale, but one of the brands changed their rules at the last minute. It was a holiday, but First Pier’s team was responding to my emails, updating things, and fixing everything at home. Because of their work, we were able to get everything ready the night before the launch, which was awesome. Not every agency would do that.

Are there any areas they could improve?

I’ve never been disappointed by what they deliver.

Do you have any advice for potential customers?

Be really clear about your objectives and your goals. They have a lot of ideas, but they’re looking at your business from a different perspective. So, if you have specific goals, be vocal about what you want.

BACKGROUND

Introduce your business and what you do there.

I’m the President of Evan’s Rockin’ Hot Sauce. We’ve made hot sauce for three years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

I had been managing my web tools and marketing by myself before I reached out to First Pier. I wanted help with the digital side of my business.

SOLUTION

What was the scope of their involvement?

First Pier helped me with the full digital suite of my business, from developing our Shopify e-commerce system to aid. They adjusted my copy, typography, and iconography, among other things. They also trained me on how to use Shopify and implement it on my site so that people can easily order products online. Now I have access to many programs and creative possibilities to shape my website and identity. 

Additionally, First Pier worked with me to simplify my backend set-up. In my DIY set-up, I had to keep track of so many moving parts and subscriptions. They helped me make fulfilling orders and implement marketing strategies easier.

What is the team composition?

We work with five people. Leanne (Accounts & Solutions Manager, First Pier) is my main point of contact.

How did you come to work with First Pier?

My wife manages a jewelry production company and has used First Pier for years to manage their website. Based on what I knew they were doing for that business and what I wanted for mine, I spoke them. Their creative ideas in terms of design blew me away from the get-go.

How much have you invested with them?

We’ve spent about $5,000.

What is the status of this engagement?

We started working together in July 2019, and the project is ongoing.

RESULTS & FEEDBACK

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

By the time First Pier finished their work in mid-October, it was as if I had a brand new website. I’m doing way less work on the backend to fill orders and have seen my revenue grow by 85%–100%.

How did First Pier perform from a project management standpoint?

I love their style of project management. They break up each task into individual components. They make PDF presentations that guide through some pretty awesome meetings where they’d show us colors and icons. They ask for my input and feedback at each step, generate a bunch of different options, and then run with the one we choose. It makes me feel included in every single part of the process. We communicate either through email or in person.

What did you find most impressive about them?

First Pier finds important parts of my brand’s identity and translates them perfectly into visual language. Thorough and creative, they take pieces that I’ve made and show me them in a different way without generating a whole new identity. They’ve been a joy to work with. 

Are there any areas they could improve?

No, I can’t think of anything. Any issues I can think of came from my end—I was slow in getting information back to them, which pushed back our rollout.

Any advice for potential customers?

Make yourself available to First Pier. They’re thorough and quick to send you more to work on.

BACKGROUND

Introduce your business and what you do there.

I’m the e-commerce manager at Hyperlite Mountain Gear. We create ultralight backpacks, shelters, and accessories for any overnight backcountry adventure. Our fabric is lightweight, durable, and waterproof. It’s made entirely at our factory here in Maine, but we distribute globally through our wholesale website.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We’ve been growing really rapidly, expanding our presence and product line, selling to more people around the world. First Pier helped with rebranding efforts and developing our new website.

SOLUTION

What was the scope of their involvement?

They played a big part in the rebranding process, by supporting surveys, developing the new site, and of course, marketing. They’re primarily our web design agency and have handled everything that has to do with e-commerce. We went from a Magento platform to the new and improved version, to most recently, Shopify. As we’ve expanded our products, they’ve helped optimize the platform to improve conversion rates. We just launched a new mega menu and completely overhauled our shopping cart. So, they’ve been tackling a very long list of things for our website this holiday season.

They’ve also helped us upgrade from Mailchimp to Klaviyo to support our marketing efforts. Helping with PR, they’ve helped develop content and planned the logistics around posting. They also help with our holiday campaign efforts, particularly our 2017 campaign. Before we had an internal team, they managed Google Ads for us.

What is the team composition?

They have about ten team members working on our project, including Leanne (Accounts. Solutions Manager, First Pier), Claire (Public Relations & Strategic Communications Director, First Pier), Martin (Digital Director, First Pier), and Steve (Founder & Lead Strategist, First Pier).

How did you come to work with First Pier?

Our company began working with First Pier before I arrived.

What is the status of this engagement?

We continue to work with them and improve our website.

RESULTS & FEEDBACK

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

Since our rebrand, our company continues to expand. In 2016, we saw 90% growth across the company. Our 2017 holiday campaign was beautiful and was a huge success—we saw a 50% growth for B2C. First Pier has operated on several different platforms, and they’ve made every transition absolutely seamless. They’ve definitely pushed us to try better industry practices because it would benefit us as a business.

The shift to Klaviyo paid for itself within the first few weeks of using it, while the mega menu we just launched is a huge upgrade.

Since they’re a pillar of creating our brand, they always do a great job of maintaining our tone and the story at the heart of everything we do. It can be difficult to balance marketing and tech, but they do a great job.

How did First Pier perform from a project management standpoint?

They’re always flexible and willing to tackle new products. When we need to make changes, they react really quickly to help get everything in a row for a new launch. The team is great at staying on task and working efficiently.

They keep us on track, and I rely on them a lot for their organization and communication skills. I talk to them almost every day and see them a few times a month. We used to use Basecamp but have recently switched to Teamwork Projects.

What did you find most impressive about them?

They’re great for businesses like ours that aren’t just looking for e-commerce solutions, but are looking to grow. They’ve been a fantastic resource for supporting acquisition and conversion.

Are there any areas they could improve?

I really don’t think there’s anything they need to improve.

Do you have any advice for potential customers?

Everyone has their own ideas and strategies, but I would recommend being openminded to First Pier’s suggestions. They’re always advancing—always looking at what’s coming down the pipeline—and trying to new strategies. So, be receptive to their ideas because their expertise is very valuable.