Fountain City, Inc.

BACKGROUND

Please describe your company and your position there.

The Wiseman Group is a talent development and research organization headquartered in Silicon Valley, California. For people striving to build a high-contribution culture, The Wiseman Group creates insights that ignite multiplying behavior, because developing and using talent is the ultimate advantage.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fountain City, Inc., and what were your goals?

We hired Sebastian and Fountain City to manage our website development and help with our marketing strategy and execution. Our website goals were to improve our website design and optimization, add ecommerce functionality, and integrate with our marketing stack.

Our marketing goals were to increase website traffic and engage our audience.

SOLUTION

How did you select Fountain City, Inc., and what were the deciding factors?

We received a reference for them and made our decision based on their full agency capabilities and results.

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

For our website, we first did an audit of our website design and speed to decide what needed to change. We then optimized our front end code and made hosting decisions that could handle our needs best.

We also did a website refresh to add our latest product offering. The tools we used were Wordpress and the Divi theme builder. For our marketing projects, we decided the best cadence of emails based on the content we were developing and needs of our audience.

We also decided to change the voice and format of our emails to be more personable, which resulted in good email engagement and an increase in our website traffic. We used Mailchimp, Hubspot, Zapier, and Wordpress.

How many resources from the Fountain City, Inc. team worked with you, and what were their positions?

We've worked with project managers, email marketing specialists, website developers, a website designer, and an SEO specialist.

RESULTS & FEEDBACK

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

I've been impressed by the teams strategic thinking skills and that they're focused on achieving the end goal (not just doing marketing activities for the sake of doing them).

How effective was the workflow between your team and theirs?

There were times at first that the workflow was more difficult because I wanted to work directly with our website developer instead of through our PM. This was primarily because we wanted more DIY development than handing everything over to save cost.

This was quickly resolved and we found a workflow between me and the developer directly that has been very effective. We've even added a PM back into the flow which hasn't interrupted anything and has helped organize our efforts.

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

They're able to help with anything I throw at them and focus on hitting our goals. This isn't always the case since many agencies are willing to have time pass without doing any sanity checks for results and trajectory.

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

There have been hiccups along the way, but no patterns that I can discern and provide feedback on.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a computer support shop. We support businesses that run Linux systems and we provide maintenance, monitoring, backup, security, and related services for Linux servers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?

We were developing a monitoring platform, and though a lot of the frameworks are done, we’re not frontend designers. We reached out to Fountain City to help us design a nice, user-friendly interface for our platform.

SOLUTION

What was the scope of their involvement?

I provided Fountain City with the existing interface that we had developed and a structure for what kind of design we were looking for. They asked more questions to guide the process and discover what our users need to see. The backend of our platform was written in Perl and was originally a catalyst-based framework that didn’t have any templates to build upon. We then converted it to have a Mojo backend so that Fountain City could build the frontend with React.

What is the team composition?

I’ve worked with about five people from their team, which included Josh (Project Manager), Carlos (Full Stack Engineer), and Sebastian (CEO) who helped us figure out the design during the initial stages. 

How did you come to work with Fountain City, Inc.?

They were referred to me. I simply reached out to Sebastian, and we kickstarted the project.

What is the status of this engagement?

We started working together around December 2018. Our partnership is ongoing. 

RESULTS & FEEDBACK

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

The Fountain City team has built a spreadsheet of everything that needs to happen in the system as well as details about the project’s progress. There is a really good management of the project in that we’re able to see what work has been completed and what remains to be done. I also appreciate how they ask questions in order to guide the project and the design in the right direction.

How did Fountain City, Inc. perform from a project management standpoint?

Every month or every few weeks, I receive a report about their progress and where they are in terms of the project estimate. If they’re going over budget, we look into the cause and pay attention to any issues that may be present on both sides. It’s been very effective. 

We typically communicate through email and occasionally over the phone.

What did you find most impressive about them?

Fountain City has a really good process for frontend and UI design. I’ve worked with a lot of developers over the years who are either really good at building the frontend or making it look nice. It’s rare to see both in the same agency, but this team has the resources for both. They have resources who do great backend integration work as well as those who know how to do frontend design. 

Are there any areas they could improve?

No, I have no complaints about Fountain City. The reason the project has taken so long is mostly due to issues and personnel changes on our end. Onboarding a new member and getting them up to speed tends to affect the project timeline. 

Do you have any advice for potential customers?

Really go through the process of figuring out who your user is and what the most common use cases are for your application. You will want to streamline the things that are going to be used often, keeping them simple and easy to use while still having advanced features. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Rdg-One — my own independent digital agency that does design and development.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?  

They’ve helped me with everything from improving business processes and scaling of digital services to the assignment of digital services, project management, and CTO consultation.

SOLUTION

What was the scope of their involvement?

Their services fall under two categories: technical and consulting.

Regarding technical work, Fountain City has delivered custom software development tasks including custom API integration and WordPress development, front- and backend development, and database work.

Beyond the pure programming, they’ve also helped extensively with documentation. Fountain City’s team has assisted me in scoping our large projects, like web applications, so we build them in an effective manner. They’ve also done the same for smaller components that are later integrated into larger products. Finally, their expertise has helped us in hosting and maintaining our solutions with efficiency.

On the consulting side, Fountain City has helped us grow our services by understanding and developing workflow processes, effectively helping us scale the number and frequency of projects we can handle. For example, they help us go from taking on one project in six months to juggling four projects in three months. We’ve also used them in the capacity of project managing on our behalf as well.

What is the team composition?

We’ve worked with about six team members. Sebastian (CEO) and Anwar (Chief Strategy Officer) are my main points of contact.

How did you come to work with Fountain City, Inc.?  

They were referred to me and then did an excellent job of documenting and scoping out their proposals before initiating work.

How much have you invested with them?

We’ve spent more than $50,000 so far.

What is the status of this engagement?

We’ve been working with them since March 2017.

RESULTS & FEEDBACK

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

From an advising and consulting standpoint, our lead developers have been very happy with all the suggestions and process improvements Fountain City, Inc. has made. As a result of this engagement, we’ve seen year-over-year growth.

How did Fountain City, Inc. perform from a project management standpoint?

They’re excellent. We have a 25-hour-per-week Fountain City consultant for project management; they’re actively auditing our work now. We communicate over Discord, Slack, Basecamp, Monday.com, email, and Zoom.

What did you find most impressive about them?

Fountain City's honesty and attention to detail stand out. They’re very realistic as well.

Are there any areas they could improve?

I don’t think so. We’re big fans of their work.

Do you have any advice for potential customers?

If you ask for documentation and proposals upfront, then you’ll have a very good idea of what your project will be comprised of.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO for a company that works with high-profile clients to digitize and monetize their estates.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?

We were trying to solve some graphic design and UX challenges for our database system but didn’t have the right resources on hand. We needed a company to create a new UX design based on our existing 2014 versions and, if the project worked out, continue working with us as our go-to design firm for frontend work.

SOLUTION

What was the scope of their involvement? 

Fountain City, Inc. provided project management and graphic design services for our Drupal-based database system. They showed us wireframes for what the new UI elements would look like, which they then turned into design compositions for us to review. After we clicked through their work on InVision, they assigned resources to implement those designs in Drupal.

What is the team composition? 

I primarily worked with their CEO who also served as our project manager for most of the project. We interacted with their lead designer as needed. They’d arrange calls with him so that we could share our requirements, and he’d reach out to us for additional information. When we transitioned into the development phase, we started working with their lead Drupal developer who oversaw at least two other junior developers. 

How did you come to work with Fountain City, Inc.?

My company found them through a referral back in 2017 before I joined. Back then, our tech team was even smaller than it is now, so we really didn’t have anyone on staff. Our management team was looking for a partner that could help support our Drupal-based initiatives.

Things didn’t end up clicking at that time as far as the scope of the project and services. Once we started this new version of our database system, they were one of the names on our shortlist to consider, so we went with them.

What is the status of this engagement?

We worked with them from February–October 2020. 

RESULTS & FEEDBACK

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

We were fairly dissatisfied with the work. They were able to deliver on our expectations from the design perspective since we really only wanted a refreshed aesthetic. However, the UX was very quirky and didn’t flow well.

What we didn’t realize until we started implementation was that certain sections of the app had a very different feel to them — and it wasn’t an intentional choice. For example, the same information would have a different layout depending on the screen. It was the type of issue that we didn’t notice looking at each screen in isolation but started to see when we were going through the screens. It just didn’t seem like the design team considered the app as a whole and took a piece-wise approach. 

The implementation ended up being the same, too. The team would focus on implementing one screen at a time. But if we needed a new screen, it felt like they tried to reinvent the wheel again even though we already knew how the components should behave. With each new section, we had to keep reminding them not to make the same mistakes again.

How did Fountain City, Inc. perform from a project management standpoint?

The project management was very ticket-driven through Jira. Each ticket would have conditions of acceptance, which functioned as a checklist to indicate when we’d consider the ticket to be complete. At each planning meeting, we’d go over the tickets to confirm that they understood and were comfortable with the requirements, and they’d say, “Yes.” 

I’d then ask them how many they thought they could get done in a two-week sprint, and they’d ask for as many as we could give them. I didn’t really understand how that could work. I’d never been on a project before where the developers wanted to overcommit and still delivered a good result. Fountain City, Inc. said that they preferred to have more work than less because it would ensure they weren’t idle, so we went forward with it.

Instead of getting a continuous stream of work to review, their team would send us huge chunks of work at the end of each iteration. That meant that we didn’t have any time to react to whether the product was good or not before integrating it. When we did get the chance to react, they were usually already on to the next sprint even though a lot of what they turned over was incomplete. They’d only meet three out of the six conditions of acceptance on average.

How did Fountain City, Inc. address the challenges that arose?

When it came to the Jira tickets, we thought that it might have been a miscommunication on our end and asked them if there was a different way we could write the ticket. That was when they’d tell us that they actually had questions about the conditions, which was why they only did three out of the six requirements. I asked them why they didn’t consult us as they were going along, and they responded that they didn’t want to slow down the process by asking questions. Instead, they just wanted to turn over the work as quickly as they could.

It just seemed like there were lots of opportunities to seek clarity, and they didn’t take them. Every time we’d bring up that concern, they’d say that they’d do better but still have the exact same pitfalls at the next planning meeting — it was like the movie Groundhog Day. Our internal QA resource didn’t even have to try to find issues with Fountain City, Inc.’s work because it never satisfied the ticket. We’d have to reopen tickets with them between 3–5 times before they would finally get completed. 

To make matters worse, their CEO said that all of the rework would cost us more money because it’d take two additional sprints. However, they submitted a fixed-budget bid for the project. They fell back to the argument that we added to the scope, but those were last-minute changes at the end of the project. They wanted more money to clean up the existing scope that they just weren’t completing.

What did you find most impressive about them?

The overall design process isn’t bad. They started with abstract information and then moved into mind maps, flow diagrams, wireframes, designs, and finally implementation. However, they spent too much time on certain parts of the process. I think we spent about six weeks on mind maps and flow diagrams. It just seemed like it took a very long time to get a result, and they didn’t want to commit to deadlines unless it was six months out.

Are there any areas they could improve?

I would’ve liked to have seen someone on their side who was staying on top of the details. There were a lot of times when it seemed like they’d processed our feedback, but it would really only apply to that specific instance. Once they started working on the same task but on a different page, we’d have to repeat ourselves again, which was really frustrating. 

Do you have any advice for potential customers?

Be very clear with your expectations upfront so that their team knows what they’re committing to. If you run into any challenges or miscommunications, address them immediately with the CEO until it’s resolved.

In our case, we made an agreement with them where we said that we’d give them a 10% bonus on the project if they improved on the ticket completion rate. That meant improving on their ability to communicate when something was holding them up and bettering the quality so that we didn’t have to reopen tickets as often.

Even with that in place, they still weren’t able to hit our marks. It ended up being a frustrating situation because we’d raise concerns with the project manager, but the CEO didn’t feel like he was up to speed on the situation. When they didn’t qualify for the bonus, he told us that we should’ve brought the issues with him sooner.

Company Responses

The vendor responded on March 1, 2021.

We view all problems as opportunities, even a bad review. Our goal is to build long lasting relationships based on trust, empathy, excellence and mutual success. We strive to be a partner that stands with you. However even with the best of intentions, relationships can still fail.

In this case we were constantly contending with unrealistic demands and expectations. A clear example of this was refusing to allocate or approve any budget for QA testers, but then demanding that work be completed anyway.

Mismanagement of our resources plus aggressive cost / timeline decisions were a common pattern. Their decisions compromised our recommended processes which are designed to prevent these types of problems.

Our agreement was structured on a time and materials basis, not fixed cost. The client elected to directly manage our developers which meant they took responsibility for their project's outcome. Against our recommendation they insisted on repeatedly making substantial last minute changes to the scope, which impacted their costs and timeline. Their review mentions a “10% bonus pay” but this was not a bonus, it was funds they owed us. In the end we lost over 150 unpaid hours. It is unfortunate we're just not the right fit for them. 

We strive for the opportunity to improve ourselves with teachable moments. We were happy to look past all the issues and do our best to help our client. This included working countless unpaid hours evenings and weekends to help them make their deadline. We wish them well.

BACKGROUND

Introduce your business and what you do there.

I was a solutions architect for OPI Products, Inc., a cosmetics company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?

We needed a web-based platform that could be centrally maintained by our US headquarters and easily accessed by our different marketing departments. Each department managed a specific market, and they needed to access a version of the website geared toward that audience.

SOLUTION

What was the scope of their involvement?

Fountain City, Inc. created a proof of concept for a customized web platform. Features included translating, product approvals, and routing. The system adjusted based on location, market, and browser preference. The team’s proof of concept was approved, but their involvement ended when the project was canceled following a corporate merger.

What is the team composition?

I worked with five teammates.

How did you come to work with Fountain City, Inc.?

We hired the team because their professional image aligned with our needs, and they had experience in our market. They also knew how to communicate with a non-technical audience.

What is the status of this engagement?

The project began in January 2015 and ended in December 2015 due to a corporate merger.

RESULTS & FEEDBACK

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

The intuitive platform received excellent feedback from international stakeholders. The first test phases would configure automatically, rarely requiring manual adjustments.

How did Fountain City, Inc. perform from a project management standpoint?

We collaborated via email, the phone, and video calls. They were highly communicative and effectively explained technical concepts. The team offered realistic information about feature feasibility, enabling us to make informed decisions.

What did you find most impressive about them?

They were transparent and always notified us of concerns early on. Their technical expertise allowed them to ideate a platform that anyone could use.

Are there any areas they could improve?

I couldn’t say. If we would have hired Fountain City, Inc. earlier, we would have had more time to plan for the internal changes that disrupted the project process.

Do you have any advice for potential customers?

Future clients should provide a large pool of information during the planning stages, even if it’s just a wish list and doesn’t relate to the product. They will take the information and adjust the project path for future updates.

BACKGROUND

Please describe your company and your position there.

I’m the CEO of two companies that provide online marketing and web development services. One company is geared toward the wine industry and the other helps small businesses.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fountain City, Inc.?

We hired Fountain City to serve as an extended part of our team on several projects. We occasionally don’t have enough resources to deliver the high-quality work we aim for, so we needed their support.

What were your goals for this project?

We hired Fountain City to address our needs across several projects. We wanted to produce work on time and in our budget that surpasses expectations.

SOLUTION

How did you select this vendor?

Fountain City came highly recommended to me from a colleague in the web development industry.

Describe the project and the services they provided in detail.

The work they’ve done for us has included IT support, Drupal development, security, and backup services.

What was the team composition?

The team they provide fluctuates depending on our workflow and client demands.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

Working with Fountain City ensures we serve our clients to the best of our ability. They allow us to handle an increased workflow and everything is executed perfectly.

How was project management arranged and how effective was it?

Fountain City manages the work professionally and efficiently. I was repeatedly impressed with their organizational skills, management tools and the prompt delivery of their work.

What did you find most impressive about this company?

I’m never worried when we work with Fountain City—I can always rely on them. The work they produce is spot-on every time. I’m proud to use them as an extension of my team.

Are there any areas for improvement?

There’s nothing I can think of for them to improve—they're worth every penny.

BACKGROUND

Introduce your business and what you do there.

I'm the founder and CEO of Proficia. We do editing and translation for academic and scientific English writing.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?

We needed a customized internal project management tool. We operate across multiple countries and currencies. We needed it to track documents, track work, and track payments for work. There were no existing tools that really met our needs.

SOLUTION

What was the scope of their involvement?

Fountain City, Inc. built a customized project management tool using Redmine, a Ruby-based opensource program. We went extensively through my requirements focusing on functionality and UI. We developed user stories. They helped me to envision the solution by identifying and ranking our needs from which their developers put together a list of features with pricing. I was able to choose from that list what I wanted to build immediately versus adding later.  

What is the team composition?

We worked with about five people on this project.

How did you come to work with Fountain City, Inc.?

I had a previous vendor that was no longer available. They suggested Fountain City, Inc. I considered them as well as some other companies. I felt that they were the right size to work with the size of my company. I also knew they had a good reputation in the community.

We had worked with them on several previous projects when we established this engagement. I went to them for advice about what software was already on the market that I could use to meet our needs. We talked through a few of the options and about the possibility of Fountain City, Inc. building something from scratch.

How much have you invested with them?

We spent about $50,000 in total.

What is the status of this engagement?

We started working with them in August 2014, and it’s ongoing.

RESULTS & FEEDBACK

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

We have the tool that we wanted, and it works as we wanted it to. We’ve had the site running for several years. It's a core part of our operations, and we've never had it go down in such a way that we couldn't continue to function. If anything happens, they fix it right away, and it has never interrupted our operation. We've been able to scale up two additional people, and it can handle it without a problem.

How did Fountain City, Inc. perform from a project management standpoint?

We speak by phone a lot. They have a Redmine-based project management system that forwards messages to my email and has an app that makes it easy to follow what they’re doing and comment myself.

Project management is one of their core talents. I’m always confident they’ll take the lead to ensure that the project runs smoothly and in the manner that I expected. I don’t have to manage the project for them or tell their project manager what to do. They manage their own people. They ensure that they have backups and that people contribute for the time they put in. Regular phone conversations are well organized; they check the time throughout the call and summarize everything at the end. They provide weekly reports and check in with me every step along the way. They guide me through everything and help us anticipate things.

We’ve kept to budget, and there are no surprises. I always know in advance what I’ll spend on different options for maintenance and improvements. They provide different levels of estimates—low, medium, high—and end up with the range they quoted.

What did you find most impressive about them?

They operate at the enterprise level with the quality of their people and the professionalism of their projects. It's not like hiring just one person. You’ll get the full services that a corporation would get from hiring a big firm. At the same time, they’re small enough that you'll get attention. They won’t treat you as unimportant compared to a larger client. They really prioritize you. They’re a great option for funded startups or small- and medium-sized businesses that have a proper budget and timeline and want work done well.

Are there any areas they could improve?

There's nothing that occurs to me.

Do you have any advice for potential customers?

If someone just wants a brochure or a WordPress site, that wouldn't be right for Fountain City, Inc. because they look for bigger projects than that. In those cases, the client would be disappointed. But if someone has a substantial project, they’re the best that you'll find.

BACKGROUND

Introduce your business and what you do there.

I manage the IT and web development needs for Vapor Beauty. We’re a natural cosmetics manufacturer and distributor.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City, Inc.?

Our e-commerce site was operating on a very old platform, and the owners of the technology weren’t maintaining it properly. We ran into several problems and security breaches that were nearly impossible to fix. Eventually, the technology owners decided to shut down the platform and told us we had six months before we’d lose our website. We needed to find a vendor quickly and build a new e-commerce store on a new platform.

SOLUTION

What was the scope of their involvement?

Our engagement with Fountain City, Inc. started with a brief discovery phase where we shared our requirements for the new platform. We decided to use the Shopify platform to build a more modern e-commerce website. Fountain City, Inc. put together a very detailed action plan for the entire project, listing hours for each task and accounting for any possible challenges. We wanted a predictable budget, so this roadmap was extremely helpful. Once we finalized all of the plans, their team built out our site on Shopify and implemented some SEO strategies. After launching, they added some extra features.

What is the team composition?

I worked with Sebastian (CEO, Fountain City, Inc.), Will (Developer, Fountain City, Inc.), Joshua (Technical Project Manager, Fountain City, Inc.), and Anthony (Marketing, Founder City, Inc.).

How did you come to work with Fountain City, Inc.?

I’ve been friends with Sebastian for nearly 20 years, and we’ve worked together in the past. I was familiar with his experience and the quality of his work, so I reached out to him when I needed help. We considered a few other vendors but ultimately chose Fountain City, Inc. My boss met Sebastian and immediately trusted him.

How much have you invested with them?

We spent between $25,000­–$35,000 on this project.

What is the status of this engagement?

We started working with Fountain City, Inc. in early 2017 but took a small break. The project picked back up again in August 2017, and we launched the site in February 2018. Our partnership officially ended in November 2018.

RESULTS & FEEDBACK

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

Fountain City, Inc. helped us out of an urgent situation. They delivered quality, clean, and stable code, and they follow industry best practices in each of their processes. Their services are very advanced, and they still came in under budget. I could trust their team to guide us in the right direction. As a result of their services, our revenue has significantly increased.

How did Fountain City, Inc. perform from a project management standpoint?

Their team was great. If we ever ran into an obstacle, someone was always available to help. The Fountain City, Inc. team was very well organized, and they paid close attention to even the smallest details.

What did you find most impressive about them?

Fountain City, Inc. allocated their resources efficiently, which helped them stay within budget. Even though they billed us for their time, I could count on them to work as quickly as possible. Their planning and management skills are fantastic.

Are there any areas they could improve?

After we finished the core part of the project, Fountain City, Inc. billed us for some additional time that we didn’t necessarily expect. The charges were very minimal, but we would’ve liked them to communicate with us beforehand.

Any advice for potential customers?

Clients should be very clear about what they want. Having direct and detailed requirements will save time in the end, and it reduces the need for additional back-and-forth communication.

Additionally, I recommend clients use Fountain City, Inc.’s graphic design team. It’s very well integrated with the development team, and they have a very efficient inter-team workflow.

BACKGROUND

Please describe your company and your position there.

I’m the founder and president as well as the principal consultant of Darim Online, a nonprofit organization providing strategic and communications consulting to other nonprofits.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fountain City, Inc.?

Our website’s layout, backend technology, and content needed a major refresh. Having worked with Fountain City in the past, they were my first call when it was time to update things.

What were your goals for this project?

Our goal was a total revamp. As a communications consulting operation with a strong focus on digital, we need to urgently update our look and feel. We were looking to achieve this refresh without a huge burden on our staff or our bank account while creating something that would last.

SOLUTION

How did you select this vendor?

I’ve worked with Fountain City on and off for a few years. I really trust them.

Describe the project and the services they provided in detail.

Fountain City helped me finalize the website’s navigation and features, then applied our visual brand to a theme we chose together. They built the site, loaded content, tested everything, and conducted a smooth launch.

What was the team composition?

I had one main project management contact who worked with the other team members as needed.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

The website works great! I'm happy and not burned out from the experience of building a website. The biggest demonstration of success is that I recommend my clients to Fountain City too! Their technical work is top notch, the project management and account management is impeccable, and they’re really nice people.

Building a website with this team is stress-free, and after the site is done, they proactively stay in touch to make sure all system updates, security patches, and other good practice maintenance are done.

How was project management arranged and how effective was it?

The communication was very smooth. They have a great online ticketing system and they’re also open to phone calls when a personal touch or further discussion is needed. Fountain City is also responsive and transparent with what’s happening behind the scenes. I couldn’t be more pleased with their project management, and I've had a fair amount of experience in this area.

What did you find most impressive about this company?

Working with Fountain City feels like we're all on the same team. They treat clients like friends, not just as a vendor. I really appreciate the thoughtfulness that has gone into each project. Relationships matter to this team, and it makes for a pleasant and productive experience.

Are there any areas for improvement?

There’s nothing I can think of!

BACKGROUND

Introduce your business and what you do there.

Panoptic Media is a video production facility in the Cincinnati, Ohio, area. This is our 25th year. We primarily do corporate sales marketing, but we also do some training and nonprofit work.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fountain City?

We needed help with sales and wanted a better presence on the internet. Fountain City has helped me with two iterations on our website. We had an existing website before I reached out to Fountain City. That was back in 2002 or 2003. We scrapped it and came up with a new design.

The first one was fine for several years, but with changes in technology, we needed something that was responsive and looked the same whether people viewed it on tablets, desktops, or phones. Last year, we started working on a new site just to do a better job on encouraging people to work with us.

SOLUTION

What was the scope of their involvement?

Fountain City had three people work with us: Sebastian [Creative Director, Fountain City] and two folks that he regularly used. There may have been somebody else that popped in along the way. I know he’s got a bigger team than that, but it was primarily the three, with Sebastian as the lead. The old site was on Drupal, and the new one is a WordPress theme called Avia. With the way that we developed the site, I found the WordPress template I wanted to use. Sebastian and his team did most of the backend, and then I filled in most of the content.

How did you come to work with Fountain City?

I was looking for a website designer, and the ISP [internet service provider] I used recommended a couple of resources, one of which was Fountain City. Out of the two, I felt I had more rapport with Fountain City, so I went with them. I have great faith in Sebastian and Fountain City. Our relationship has been going on for ten years now, and Fountain City has treated me well over these years.

How much have you invested with Fountain City?

I’m going to say $4,000 or $5,000.

What is the status of this engagement?

The recent project started in July 2016, and we went live in November 2016.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

There’s been a little bit of increase in traffic. The biggest improvement we’ve seen is our Google rankings going up consistently. As opposed to being between the eight and 10th position, we are now between third and fifth. We’ve also gotten good feedback from people regarding the website.

How did Fountain City perform from a project management standpoint?

Fountain City did well. There were a couple of issues with the email migration. That took maybe two weeks instead of a few days, which Sebastian had initially suggested. There was one other little thing with responsiveness on phones, where the infographic was sliding off the screen a little bit. But those were pretty minor. Both issues were cleaned up in a timely fashion.

What did you find most impressive about Fountain City?

Sebastian and I both share a little bit of trying to make the world a better place. He’s also worked on a couple of websites for a nonprofit that I’m involved with.

Fountain City has a pretty good team. They’re always trying to find out what I want to do and work from there, as opposed to telling me what I need to do or not to. Fountain City doesn't try to take over.

Are there any areas Fountain City could improve?}

No, I can’t think of any big issues.