First Pier

BACKGROUND

Please describe your company and position.

I am the Owner of Baske

Describe what your company does in a single sentence.

Baske provides aesthetically elevated, upscale homewares for those who value thoughtful living spaces. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Brand Development
• Commerce & POS Set Up
• Operations & Marketing Systems

SOLUTION

How did you find First Pier?

We have worked with them on previous projects.

Why did you select First Pier over others?

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

How many teammates from First Pier were assigned to this project?

2-5 Employees

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

First Pier handled everything from naming and branding to a full eCommerce and operations launch. They built our Shopify store, integrated Shopify POS for our Portland and Kennebunk locations, and migrated all of our products, collections, and home brands. They also set up our purchasing, shipping, and operational systems, and implemented Google Ads and Klaviyo so we could start marketing right away. 

Key Deliverables:

Brand Development: Full naming, branding, and visual identity creation for Baske, positioning the retailer in the competitive home décor space.
Commerce & POS Setup: Shopify store built with Shopify POS integration across Portland and Kennebunk locations, plus migration of all products, collections, and home brands.
Operations & Marketing Systems: Implementation of purchasing, shipping, and operational workflows, alongside marketing systems (Google Ads & Klaviyo) to drive acquisition and retention.

RESULTS & FEEDBACK

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

Strong Market Entry: Baske captured significant seasonal sales immediately after launch, establishing itself quickly in the Portland/Kennebunk home décor market.
Omnichannel Success: With both e-commerce and POS systems fully integrated, the business has been able to serve customers seamlessly across online and in-store channels.
Growth Momentum: The brand is now well-positioned for year-round performance, and we’re actively partnering with them to drive a standout holiday season. 

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

They delivered naming, branding, and visual identity, then built a Shopify store with Shopify POS for two retail locations. They migrated all products and collections, set up purchasing, shipping, and operational workflows, and integrated marketing systems, including Google Ads and Klaviyo. It was a full-spectrum brand and commerce launch and every item was delivered on time. They responed and handled all of our needs and concerns immediatly.

What was your primary form of communication with First Pier?

• Virtual Meeting
• Email or Messaging App

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

They weren’t just building a website—they orchestrated the entire launch of our business. From branding to POS to marketing, they thought through every detail and gave us a scalable foundation. Their ability to handle so many aspects under one roof is rare.

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

Nothing significant. With a project this big, timelines are always a challenge, but they were proactive, responsive, and committed to making sure everything launched successfully.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of innovation at Jasper Wyman & Son, the largest frozen fruit company in the US.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

Going into the COVID-19 pandemic, we were concerned about the retail landscape and thought there would be a lot of direct-to-consumer sales since people were afraid to go to grocery stores. We decided to set up a direct-to-consumer website but quickly found that we were out of our depth and needed support.

SOLUTION

What was the scope of their involvement?

First Pier has built a Shopify website for us from scratch and is responsible for adapting our brand guidelines for web usage. They handle every aspect of the technology side, including SEO, SEM, and backend development. They have also integrated our site with our vendors, who do the shipping and logistics, to ensure we have accurate inventory counts and that orders are quickly delivered.

Additionally, the team has worked with our Amazon team to develop an algorithm for the most cost-efficient shipping solutions. Sometimes, we ship via FedEx or UPS directly from our facility, and other times, we use Amazon's fulfillment systems. The team helps strategize and optimize behind-the-scenes work to ensure we have the lowest possible shipping costs.

After about 2–3 years, we decided to merge the websites, and First Pier has taken over Wymans.com and integrated it seamlessly. They also provide maintenance and hosting services.

We work with a couple of influencers, who promote our products and encourage people to go to Wymans.com to buy and sell them. First, we worked on making sure that our website was easily identifiable, that you weren't buying from a third party, and that you could quickly and easily find the products that you want.

We use a dozen or more plug-ins on Shopify, including one that we use to help create a loyalty system so that consumers can get credits like frequent flyer miles for their purchases to retain them and keep them loyal, but they were the ones to seek out and acquire the necessary apps that get bolted on to Shopify. They also provide maintenance and hosting services. 

What is the team composition?

I work regularly with Steve, the CEO, the account manager, the lead developer, and the SEM strategist.

How did you come to work with First Pier?

We found them online. After doing a quick search, we stumbled into the first tier, and it was one of the luckiest and best decisions that we've made over the last 5–6 years or so.

How much have you invested with them?

We spend about $10,000–$15,000 a month on the partnership. So we have invested about $1 million.

What is the status of this engagement?

We started working with them around January 2019, and our relationship is ongoing.

RESULTS & FEEDBACK

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

We went from essentially $0 in sales to multimillion-dollar sales very rapidly, and we're continuing to grow. The direct-to-consumer business is the fastest-growing segment of our business right now, and we wouldn't have been able to achieve any of that without First Pier.

How did First Pier perform from a project management standpoint?

They constantly meet their deadlines and stay on budget. We typically communicate via email and Google Meet weekly calls, but they're always available for a phone call. Yesterday, I had an issue and I texted Steve, and he called me back within half an hour.

What did you find most impressive about them?

In the beginning, their technical knowledge and expertise were impressive. We had some sticking points, and they quickly identified solutions and implemented them. As our relationship has evolved, they've become much more of a strategic partner and have worked with me to identify opportunities for growth and money savings.

Moreover, the team has identified upgrades to our plugins and add-ons. For example, we have to collect sales tax, and we started with one platform for sales tax. We switched to a different platform because they found a better, more cost-effective solution.

Are there any areas they could improve?

The challenge is always ensuring continuity in their team. So far, only one person has rotated off the team, and they're very good at maintaining their staffing. That's the only thing they need to watch out for.

Do you have any advice for potential customers?

Be as open as possible. There's a normal apprehension about disclosing every little bit of your business to an outside company, but they are extremely trustworthy. The more you can have an open dialogue with them and trust their process, the better your results will be.

BACKGROUND

Please describe your company and position.

I am the Owner of a fire protection company.

Describe what your company does in a single sentence.

Our company sells stationary fire pumps for fire sprinkler systems for fire protection applications.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Update website to provide ecommerce capability
• Utilize Shopify as the basis for our updated site
• Focus on specific products that we currently stock

SOLUTION

How did you find First Pier?

Online Search

Why did you select First Pier over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from First Pier were assigned to this project?

2-5 Employees

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

Scope of work to include updating current website to a Shopify e-commerce platform while keeping key parts of our current site intact and maintaining design continuity with our current site. 

RESULTS & FEEDBACK

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

Casey worked as my project manager and provided excellent communication that was concise and thorough at time intervals that worked for my schedule. She would review current progress and next-steps via Google Meet and provide accompanying slide decks of topics covered for my records.

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

Items were deliverd on time and as promised. Casey did an amazing job working with my inevitable bottlenecks and delays in providing nformation that could only be sourced from the business owner all the while keeping the project moving forward. The team was pleasantly persistent and flexible allowing me the time I needed to operate day-to-day business operatoins and push forward with what I could provide for information required.

What was your primary form of communication with First Pier?

Virtual Meeting

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

They understand what it's like to be a small business owner with next level goals and they find a way to stay consistently engaged to keep the owner on track. They don't nitpick over small requests and changes along the way. The hold to a quoted price and provide a finished product that matches initial scope discussed in the first kickoff meeting.

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

Nothing comes to mind.

BACKGROUND

Please describe your company and position.

I am the Owner of Halcyon Yarn

Describe what your company does in a single sentence.

Online & brick-and-mortar yarn and craft retailer in business for over 50 years.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Fix and launch an in-progess website redesign that a previous vendor had failed to deliver.
• Handle migration of our other systems including email and POS.

SOLUTION

How did you find First Pier?

Online Search

Why did you select First Pier over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

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

First Pier took over a Shopify website and POS development project that required heavy remediation from a prior vendor's work.

They managed the migration from our legacy site and ERP, redeveloped the new site beautifully with many specialized features, worked with us on page content and (re)designs, migrated the adjacent systems including support tickets, Google Workspace, and Klaviyo email, integrated and updated ShipStation, prepared the POS system, designed new Gift Cards, found and solved numerous bugs, and trained our staff in every aspect of the new systems and workflows.

The previous vendor had left us more than a year behind schedule, First Pier familiarized themselves with every detail the project quickly and launched all deliverables on schedule and better than expected in a four month window.

RESULTS & FEEDBACK

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

We needed the website to launch before our busy winter season and it has. We needed a lot of detailed communication and training which First Pier consistently provided. Within the first month our online sales have already increased and we anticpate a similar increase of in-person sales. 

We've been able to replace several costly legacy systems. We've increased operational efficiency, and we can already see several avenues for growth that will scale easily on the new site without the need for increased staff and overhead.

For example, customized and automated shipping options, including those for our international markets, have simplified our fulfillment processes and dramatically reduced staff time, and have proven incredibly accurate.

As a 'niche' business the ability to customize our marketing to very specific segments is critical and we anticipate significant growth and flexibility using the marketing features First Pier has optimized between Shopify and Klaviyo.

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

The two person project management team was excellent and one or both were always available when we needed them. They were highly skilled, thorough, proactive, invested, creative, and an absolute delight to work with.

They brought in the required experts from the rest of their team, but always kept the communication direct and everyone up to speed so there was never time or information lost bouncing between different tasks. Every meeting and project was well-organized, their communication was clear and patient, and they were very quick to respond to questions and help prioritize multiple workflows.

They understood the overarching goals, anticipated detailed project needs, provided us with clear direction, instruction and nearly instantaneous documentation, and they adjusted seamlessly as things evolved.

When challenges inevitably came up or elements didn't work as initially planned they were straightforward about the limitations and offered clear options and cost/benefit analysis so that we could adapt quickly. The timeline was clear from day one and if anything they made up ground as we went, adding functionality that was better than we'd expected.

The project launched on time, and at every step we felt they were as invested in it's success as we were. This team was not just 'checking the boxes' or marking it off on the calendar, they were down in the trenches and making it fun even during the crunch times.

What was your primary form of communication with First Pier?

Virtual Meeting

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

Follow-through and communication were consistently excellent, as was their ability to creatively problem solve. The combination of outstanding technical skills with such a collaborative and positive approach made for a first-rate experience.

They were also game to take a risk on fixing another vendor's mistake, a challenge not everyone would have taken on. They did so with professionalism, accountability, and humor, which really helped us enjoy the project again.

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

No notes, seriously. 

BACKGROUND

Please describe your company and position.

I am the Owner of Krovel Furniture Co.

Describe what your company does in a single sentence.

Furniture Manufacturer

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Website SEO
• Manage Google Ad campaigns
• Initiate Meta Ad campaign

SOLUTION

How did you find First Pier?

Referral

Why did you select First Pier over others?

• Close to my geographic location
• Pricing fit our budget
• Referred to me

How many teammates from First Pier were assigned to this project?

2-5 Employees

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

We asked First Pier to update our Shopify store, perform SEO and help us manage our Google AdWords campaign. We also launched anAd campaign through Meta. Our websiterequired multiple and near constant "tweaks"-- updating themes, third-party add-ons as well as email list management.

RESULTS & FEEDBACK

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

• Large growth in Shopify Store sales (over 140% YOY)
• Increased conversions (over 20%) 
• Increased average order value

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

First Pier has been a pleasure to work with. The team there is quick to answer questions, solve problems and helpful when explaining scopes of work. Communication has been clear, consistent and overall pleasant.

What was your primary form of communication with First Pier?

Virtual Meeting

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

I really appreciate being able to work with people who are genuine and approachable. First Pier does not give a corporate vibe. Everyone I've worked with has been a joy to work with; funny, smart, and hardworking while remaining professional.

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

I would like a monthly spreadsheet outlining ad spend showing results for top and bottom performers across platforms. I often feel like I don't know exactly what is running where. Otherwise, no complaints!

BACKGROUND

Please describe your company and position.

I am the CEO of Ragged Coast Chocolates

Describe what your company does in a single sentence.

Chocolate confection manufacturers

OPPORTUNITY / CHALLENGE

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

• To increase our online sales
• Manage our website
• Manage our marketing

SOLUTION

How did you find Helm Digital?

Online Search

Why did you select Helm Digital over others?

• Close to my geographic location
• Great culture fit
• Company values aligned
• Shopify experts

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

2-5 Employees

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

We hired Helm to initially help us with managing our website and optimizing it for the Shopify platform. The ultimate goal was to increase our online sales, but first we needed to prepare our site for maximum opportunity. Once this was done, we focused on online marketing, testing out Google v Facebook. 

They determined through testing, which ads worked best and which platforms we should commit our marketing dollars towards. They are always were evaluating our ad spend, changing up the mix as is appropriate. They then focused on improving our email success rates. They have changed us from one service to another and then created different target groups for emailing. 

In addition, because we have a number of seasonal products that we offer, they have helped us create schedules for the products, and also created systems so that we can offer these products for pre-ordering online. This has helped us immensely with determining our production schedules. The team at Helm has consistently listened to our concerns and our goals and responded above our expectations. 

Last year our online sales increased by 16% and our in-store sales 39%. They have increased every metric for our ad spend and email success rates. They also have been instrumental in our success of launching a new product line, by taking on the development of the web site and also targeting potential customers through marketing.

RESULTS & FEEDBACK

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

Increased online sales. Increased in-store sales. Increased success in ad spend. Better engagement with our customers. Increased ROAS. Basically, an increase in all measurable metrics.

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

Helm was always leading us down the path we wanted to take, but on our own were not able to navigate. They delivered on time and were typically waiting for us to catch up.

What was your primary form of communication with Helm Digital?

• Virtual Meeting
• Email or Messaging App

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

Meetings were always filled with necessary information, and we looked forward to talking and laughing with them. Because there was very little to be stressed about when working with them, we were able to enjoy the meetings and to plan out future projects, confidently and thoroughly.

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

None that I can offer.

BACKGROUND

Please describe your company and your position there.

I'm the owner of an online retail company. We curate eco-friendly goods for home and travel.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Pier, and what were your goals?

I created a WooCommerce website in 2018 that had become outdated and couldn't support our rapidly growing business. We wanted our mobile experience to be as good as the desktop experience and had a list of other features we wanted to add, like a wishlist, drop ship capability and subscriptions.

SOLUTION

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

I have very specific aesthetic requirements and branding is extremely important to me. My partner is results driven and is only interested in data. It was important that we found an agency that would be able to understand and deliver on both. We interviewed First Pier and knew immediately that it was the right fit.

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

We kicked off with a series of questionnaires and meetings. First Pier did an incredible job of keeping the project on track (and continues to keep us on track). First Pier delivered a peerless website with all of the features we needed, on time with weeks to spare. Launch went off without a hitch and our new website was well received by our customers and our sales increased over the holiday period due to new features in cart and checkout and a drastically improved mobile experience.

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

The Principals were involved in strategy and I had a designated project lead and account liaison. We also worked directly with the digital director on several occasions and with the creative director for look and feel.

RESULTS & FEEDBACK

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

We have seen increases in traffic as well as AOV since working with First Pier. We have brought the team on for ongoing work including email and digital marketing, adding website functionality and a host of other projects. Everything touched by First Pier improves our bottom line.

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

I can't say enough about the team's ability to manage projects and keep us updated and on track to achieve our goals. They know our KPIs better than we do and the entire team does an incredible job with communication and timeliness.

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

The First Pier team is a joy to work with. We feel as though they are an extension of our small team. They have always gone above and beyond to deliver the best possible product, with professionalism and grace.

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

At the risk of sounding cliche, there's truly nothing that has come up that First Pier hasn't been able to work with us on. We see them as an invaluable part of our business.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a woman’s clothing boutique.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We needed their team to help us conduct a brand overhaul.

SOLUTION

What was the scope of their involvement?

We’ve kicked off this engagement with First Pier through a series of scoping and research meetings, wherein we’ve discussed our branding goals and exchanged initial ideas with their team. Additionally, we’ve communicated our visual goals and the changes we want to see across all our promotional materials.

First Pier has helped us finalize our rebranding plans. Based on our newly devised brand guidelines, their team has then updated our branding materials and applied the new design themes to our website.

What is the team composition?

There’s a dedicated team lead for our account and a bigger team in charge of executing different rebranding solutions for us.

How did you come to work with First Pier?

We’ve been with First Pier for at least ten years now, and they’ve accomplished several deliverables to help our business grow. Since we’re no strangers to the quality of their work, we’ve decided to have them handle our rebranding efforts as well.

How much have you invested with them?

We pay a monthly retainer fee amounting to $3,500.

What is the status of this engagement?

Our ongoing rebranding project with First Pier started in December 2020.

RESULTS & FEEDBACK

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

We’ve seen a 200% increase in revenue since we’ve launched our new website and deployed the rebranding updates by First Pier’s team.

How did First Pier perform from a project management standpoint?

We communicate via email and Zoom meetings and rely on Teamwork for project management. First Pier is a collaborative team that excellently handles each phase of the project — I highly recommend them to anyone looking to work with a proactive partner.

What did you find most impressive about them?

I know we’re not their only client, but the dedication and accommodation they put into this project make me feel otherwise — they’re always prepared to answer our questions and address our concerns.

Are there any areas they could improve?

There’s no room left for improvement. First Pier always overperforms.

Do you have any advice for potential customers?

Be as committed as their team if you want to build a lasting collaboration and benefit from their excellent services for a long time.

UPDATED REVIEW

This review was published on December 12, 2019.

Owner, Boutique Clothing Store

Retail

11-50 Employees

Portland, Maine

$200,000 to $999,999

Jan 2011 - Ongoing

Project summary

First Pier migrated content from a Magento platform and developed two Shopify sites. Although they provided Shopify training, they continue to offer ongoing support. They also give advice on SMM.

Feedback summary

First Pier has consistently delivered high quality work for several years. They are attentive and have established a very strong partnership. The team works hard to deliver on time and exceeds expectations make alterations at a moment’s notice.

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.

RATINGS

Overall rating: 5

Quality: 5

Cost: 5

Schedule: 5

Willing to refer: 5

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.