Highland

BACKGROUND

Introduce your business and what you do there.

I’m the VP of sales at Materion, a high technology materials company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We needed a partner to help us implement a new CRM tool.

SOLUTION

What was the scope of their involvement?

Highland Solutions developed our CRM platform using Sugar. They helped us plan the entire scope for implementation. During the design phase, they made sure we had all the right personas that would use the CRM tool represented. They also assisted us with writing the scripts, FAQs, and troubleshooting guides.

As users adopt our tool internationally, we travel around the world to conduct in-house training. I firmly believe that in-person training works the best, so I personally attended all the sessions. We just finished implementing the tool for one of our divisions, and we’re still working together on enhancements. 

What is the team composition? 

We had a dedicated project manager. Other employees from Highland Solutions worked through the steps of the implementation behind the scenes. They made sure we had appropriate resources assigned to the design and implementation teams.  

How did you come to work with Highland Solutions?

I suspect that once we decided to use a SugarCRM, the platform recommended several options for implementation partners. Highland Solutions was relatively close to our area and had experience in our industry.

How much have you invested with them?

We spent between $500,000–$1 million.

What is the status of this engagement?

We’ve been working together since 2014.

RESULTS & FEEDBACK

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

My most important metric for success in this project was to secure a very high adoption rate for the new product. I expected that we would all use it. The CRM tool Highland Solutions helped us implement has over a 90% adoption rate. 

Highland Solutions worked with us every step of the way. The team is talented at in-person training, which was undoubtedly a factor in how many people use the tool. We traveled around the world together to conduct in-house training and teach users how it works.

How did Highland Solutions perform from a project management standpoint?

Highland Solutions has very good communication skills. They’re highly responsive. If any issues come up, they address or clarify them immediately. 

Are there any areas they could improve?

After implementation, I would have liked for them to have helped us through the management process to ensure we’re leveraging the tool to its fullest extent. The utility ultimately depends on how much the client chooses to invest.

For most implementation firms, Highland Solutions can create anything the client is willing to pay for. They were flexible when our budget started getting tight and helped us find economical alternatives to costly customized solutions.

Do you have any advice for potential customers?

Maintain frequent communication and make sure you’ve created a full scope for your objectives. Consistently revisit the key metrics for success you set to assess progress.

BACKGROUND

Please describe your company and your position there.

I’m the director of UX at a large learning sciences company based in Chicago with over 5,000 employees. My division develops products for the K–12 US education market.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Highland Solutions?

Overall, our goal is to become more user-centered in our product development process. We previously collected market data, but in our transition to user data points, we realized our teams needed additional support in processing the new type of information. We decided to bring in an outside group to lead a workshop on experience mapping so that our staff could practice working with the data in a controlled environment.

What were your goals for this project?

We wanted to make sure the design leaders across our organization were properly trained in using our experience mapping tool, and we needed them to feel confident enough to introduce the tool across their cross-functional teams.

SOLUTION

How did you select this vendor?

I’d previously attended a customer experience mapping workshop that Highland Solutions facilitated. They introduced the tool, provided examples of it in action, then showed the audience how to leverage it. I was confident that my team would benefit from something similar, but tailored to our specific users. I reached out to Highland Solutions and asked them to work with us to design a custom workshop.

Describe the project in detail.

We started with a series of high-level meetings where we discussed what we wanted to accomplish at the end of the workshop. I provided sufficient background information about our organization and product development process; then we identified who would participate in the workshop. We agreed on a date and other logistical terms like travel accommodations and scheduling.

From there, we went straight into designing the workshop. We collaborated closely to finalize specific details and organize the content into introductory, example, question, and practice time blocks. We concluded with a full six-hour itinerary customized to best suit our company’s specific products and target users.

What was the team composition?

We first met with the president and the creative director to discuss the project. From that point on, I collaborated with the creative director to solidify the details. Then, they both joined me in facilitating the workshop.

RESULTS & FEEDBACK

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

We guided 25 of our design leaders through the workshop, so now we’ve added “experience mapping” to our arsenal of tools. Since the session, we’ve created two different experience maps and plan to finish one more before year end. Our product development partners have shared positive feedback.

How effective was the workflow between your team and theirs?

The collaboration was smooth and highly effective. We communicated openly and frequently. As we developed the workshop, I built a strong rapport with the team.

What did you find most impressive about this company?

They were a dedicated partner from day one. They quickly formed an understanding of our market and target audience to help us design an impactful experience. We’ll definitely partner with them again in the future. From now on, we’ll go to them for assistance with any user experience or digital product development problems.

Are there any areas for improvement?

No, they were truly a great partner.

BACKGROUND

Introduce your business and what you do there.

I’m a tech lead and I run a team that is primarily focused on rapid application development. The company is an alternative investment firm in the financial industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We were looking to get into mobile. We chose OutSystems’ low code platform to do both mobile and web development. We needed somebody that could consult with us as a development partner, as well as get a couple of applications out the door.

SOLUTION

What was the scope of their involvement?

Highland Solutions helps us lay down a solid foundation for the future by working on projects that interface with our entitlements and notification services. We analyzed our applications to identify which ones we needed to improve from an operational and efficiency standpoint.

They worked on the time tracker app, which allows users to track down staff and make sure that they submit their works hours on a regular basis. It’s a business critical app that users can access even when they're not sitting in front of a work computer. They use OutSystems IDEs that sit on our Microsoft stack. They also use SQL Server and basic Windows on developer machines. They keep in mind the foundation that we’re trying to build for any future application that we want to make omnichannel.

What is the team composition?

Our main contact is a project manager that also serves as a design resource and a business analyst. Depending on the project, there’s anywhere from 2–4 developers doing the work.

How did you come to work with Highland Solutions?

We asked OutSystems for a suggestion and they referred us to Highland Solutions. We thought they were very professional and organized. They had a good approach to the documentation we’d put together. They analyzed everything and gave us a concise breakdown of exactly where they would spend their time and how much it would cost.

What is the status of this engagement?

We started working together in June 2017 and the relationship is ongoing.

RESULTS & FEEDBACK

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

Our team is now excited to utilize mobile. There wasn't a lot of interest when I first brought up mobile solution as a viable product for our business. When Highland Solutions came onboard, they made it so that people could actually look at these applications and use them for tasks like time tracking. They've helped the firm from an operational standpoint as we start to realize the potential of mobile solutions.

We have 10–12 products out in the market now, and at least that many in the backlog. The applications they’ve delivered are efficient and convenient for everybody to use. From a product standpoint, our time to market is essentially 1/10 of what it used to be, which is obviously a significant improvement.

How did Highland Solutions perform from a project management standpoint?

They involve us with daily standups, which is really helpful. They do a great job analyzing every detail before we get into the actual development so that we're not surprised on timelines and deliverables. Their project managers have become professional friends of mine. They're extremely nice and intelligent people. My experience with them has been very positive.

What did you find most impressive about them?

They work regular U.S. hours, which is rare in their field. It’s great to have the ability to work with them throughout the day. They have a very personal touch that shows they care about their clients. They’ve gone through training with some of my business users. If there’s a bug, they to make sure that they get it back to their developers and fix it. They care about what they do, and they take pride in their work.

Are there any areas they could improve?

Not really. It would be nice to have them implement a 24-hour development cycle. However, I'm not sure that’s possible for their business model.

Do you have any advice for potential customers?

Make sure to attend the daily standup meeting and listen to everything. Details matter. The more you pay attention, the more specific the product's going to be to your business. Take advantage of tools like Confluence, Slack, and other feedback channels to have an ongoing discussion. For any project, the more that you're involved the better it's going to be.

BACKGROUND

Introduce your business and what you do there.

I'm the president of the Creative Group, a company that specializes in performance improvement strategies through the lens of meetings, events, and incentive programs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Highland Solutions?

We reached out to Highland Solutions to help us develop a new platform for our incentives program.

SOLUTION

What was the scope of their involvement?

Highland Solutions is developing our proprietary platform to track users, allowing them to collect rewards for traveling. They conducted a client journey mapping process, developing a strategy and scope of work before going into development. Our team provided much of the design and creative elements, but they've done some additional design work as well. They finished an MVP, and continue to provide ongoing support and development as needed.

What is the team composition?

We work with a project manager very closely, who meets with us in the office once or twice a week. We also work with about 4–5 developers, and the president of Highland Solutions has been more broadly involved to ensure we're happy with their services as the project progresses.

How did you come to work with Highland Solutions?

They had previously worked with us on a completely different project, so we already had an established, comfortable relationship with their team. They were also able to use some of that previous code, which helped save on costs for the new platform.

How much have you invested with them?

We've invested over $1 million.

What is the status of this engagement?

We started working on this project in January 2017 and launched the MVP by January 2018. They continue to provide ongoing support as needed, following the completion of the first phase of the platform.

RESULTS & FEEDBACK

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

The product Highland Solutions built is a critical part of our growth strategy. Working with their team has elevated the creative process of our own internal teams, pushing us in a more strategic direction. We've received lots of positive feedback thus far, and were very impressed by how quickly they were able to deliver the MVP. Compared to similar platforms on the market, Highland Solutions built a fast, competitive version that will help give us an upper hand.

How did Highland Solutions perform from a project management standpoint?

They have a solid approach to managing projects, guiding their clients through the entire process seamlessly. They're very transparent and organized, utilizing the latest project management software to keep us updated through each phase.

What did you find most impressive about them?

They offer values-driven leadership and manage client projects and expectations extremely well.

Are there any areas they could improve?

No. I can't think of anything.

Do you have any advice for potential customers?

Be open to their feedback and suggestions, and take advantage of the project mapping process in the beginning before going into development. It helped inform our design and led to a better end product.

BACKGROUND

Please describe your company and your position there.

I’m the VP of business solutions at a non-profit financial solutions startup, connected to our larger parent company. We are in the process of trying new strategies to grow within our market.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Highland Solutions?

We hired Highland Solutions to assist us with in-market testing for our new business strategies.

What were your goals for this project?

We wanted to determine our to-do list for potential partners and affinity organizations by testing our strategies. We also wanted them to help with facilitating the planning and execution of our ideas, coming up with solutions and prototypes, and building the final products.

SOLUTION

How did you select this vendor?

Our development platform, OutSystems, recommended Highland Solutions.

Describe the project in detail.

Their team helped us with the ideation stage and designing the sprints needed for accomplishing the project. They contributed to creating product ideas and testing methods, as well as prototyping potential solutions. They performed market tests for each product we came up with. Additionally, they implemented UI/UX design into the prototypes.

What was the team composition?

Highland Solution’s provided their team, and we contributed a mix of our own members and our strategic partner’s team.

RESULTS & FEEDBACK

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

We captured key learnings to carry forward in our process. Highland Solutions were critical in finding these results and we now better understand how to continue with our ideas for our products and services.

How effective was the workflow between your team and theirs?

The workflow with Highland Solutions was better than we initially expected. Their team took some of the development to an offshore third party and we were concerned about not having local people, but it would out well.

What did you find most impressive about this company?

Though they are a small firm, they have a diverse, talented group of people with skills that are hard to find in other agencies.

Are there any areas for improvement?

It could be beneficial to have more local development engineers to ensure they can handle additional work in busy seasons.

BACKGROUND

Please describe your company and position.

I am the Associate Partner of a financial services company

Describe what your company does in a single sentence.

Payments Strategy Consulting and Education

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Highland to accomplish?

• Develop a demonstration of fraud mitigation best practices

SOLUTION

How did you find Highland?

Online Search

Why did you select Highland over others?

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

How many teammates from Highland were assigned to this project?

2-5 Employees

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

develop a demonstration to showcase fraud mitigation best practices to be used by a global NGO for fraud mitigation advocacy

RESULTS & FEEDBACK

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

highland was collaborative and worked to develop a demonstration that reflected our evolving content. the NGO was happy with the work and have started to use the demo to help showcase the value and applicability of fraud mitigation.

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

They were extremely responsive, collaborative, and timely. they worked with us as our needs evolved and calmly evolved with us. We really enjoyed working with them and the outcome was wonderful

What was your primary form of communication with Highland?

• Virtual Meeting
• Email or Messaging App

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

breadth of skill and ability to dig into a technical topic, quickly, without a lot of context. also their agility. they were comfortable pivoting. lastly they were just a joy to work with - professional, personable, etc.

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

none.

BACKGROUND

Please describe your company and position.

I am the SVP, Marketing & Communications of a nonprofit organization

Describe what your company does in a single sentence.

Non profit that builds pathways out of poverty.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Highland to accomplish?

• Optimize our organization's shopper journey and product-donor journey to understand how to maximize revenue and brand affinity

SOLUTION

How did you find Highland?

Referral

Why did you select Highland over others?

• Company values aligned
• UX Expertise

How many teammates from Highland were assigned to this project?

2-5 Employees

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

Conduct on-site and remote interviews and analyses of what creates the ideal Retail experience Surface insights about best and worst parts about Retail experience Visualize the customer journey -- for two distinct types of customers

RESULTS & FEEDBACK

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

A core business process that previously lived in people's heads but had never been documented was articulated, visualized, and optimized to drive maximum impact.

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

They provided excellent project management and delivery.

What was your primary form of communication with Highland?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

True business partners, customer-focused, driven by curiosity, empathetic, ability to synthesize and tell clear stories about complex information. Makes it easy for large organizations to align internally and take deliberate actions. Great thinkers and great people to work with.

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

No