IDE3

BACKGROUND

Introduce your business and what you do there.

I’m a member of the board of a small, licensed financing institution in Croatia. We have around 15 employees. According to local law, we’re obliged to have regulated IT services and security processes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

Since we don’t have full-time employed specialists, we engaged them to outsource our IT system maintenance and support.

SOLUTION

What was the scope of their involvement?

We received some recommendations from our required yearly audit. With IDE3, we’ve done network and server consolidation, migration of all our users to the new Office 365, and protection and configuration of our basic network.

First, they provided us with documentation on the audit and all the details of their recommendations, including the pricing. Since we’re not IT specialists, they have to explain to us complex IT matters in a simple way.

They’ve changed the firewall technique and done some recapitulation and reorganization of our IT room. We’ve also followed their advice on purchasing equipment. Additionally, they offer hosting services and provide onsite and online support. They visit us offsite when it’s necessary.

All in all, we rely entirely on their support, which has been ongoing for almost three years.

What is the team composition?

We work with 4–5 specialists depending on the field which we have to work on.

How did you come to work with IDE3?

We chose them through a selection process. Since we have an agency supervising us, we invited several lenders to meet the legal requirements we have to fulfill. Their author was the best on our requests, so we chose them among multiple service providers.

How much have you invested with them?

We’ve spent about €10,000 (approximately $12,000 USD) this year.

What is the status of this engagement?

This project started in September 2019, but we’d already done some work with them six months before that. Our partnership is still ongoing.

RESULTS & FEEDBACK

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

We’re very satisfied with this partnership. Their team makes our life easy because they're extremely helpful and professional, and they respond quickly to our calls. We don’t even think of changing providers because we’re satisfied.

How did IDE3 perform from a project management standpoint?

Everything they described in their offer has been performed according to the plan. They’ve followed all the steps promptly. Also, they’re quick to respond to our needs. Their team is very communicative, and they’re able to explain complex IT matters to us.

Communication is typically by phone or email. We don't have any platform as a tool.

What did you find most impressive about them?

They’re very professional and reliable. We’ve never felt that something didn’t meet what we’d agreed upon. IDE3 adapts to us, and they do their best to put us first as a client.

Are there any areas they could improve?

Communication would be easier if they’d have somebody from our side who better understands them. Otherwise, I don't see much at the moment that can be improved.

Any advice for potential customers?

I’d recommend them to other financial institutions.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing manager for an accounting and consultancy firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

We needed help with IT services.

SOLUTION

What was the scope of their involvement?

IDE3 is our standard IT services provider. They handle our computers and IT systems. They make sure everything runs smoothly. They also take care of the company cell phones that we use and also the IT phone systems that we use.

Most of the work is remote. They do come by once a week if there’s something that needs to be handled onsite. Additionally, the team helps us set up and configure our wireless network.

Initially, they were designing the IT systems and the migration to Microsoft Office 365. When that was completed, there wasn’t a project per se. They provide continuous support.

What is the team composition?

We are in contact with the main account person. They delegate a list of tech support employees who handle particular cases.

How did you come to work with IDE3?

I worked with them in the past but I’m not the one who contracted the service within this company. At my previous office, we learned about them by word of mouth. It’s a relatively small business community here, and we got good praise from some of their clients.

How much have you invested with them?

Over 10,000 euros (approximately $12,000 USD).

What is the status of this engagement?

We started working together in January 2021, and our work is ongoing.

RESULTS & FEEDBACK

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

As a matter of principle, we require an immediate response within one working day. They are fast in providing this service. It’s an ongoing cooperation on a daily basis.

How did IDE3 perform from a project management standpoint?

The easiest way to communicate is by submitting a ticket via email. They can hook to our computers with a remote system like TeamViewer. We can also call their office and somebody will respond and transfer the call to the appropriate person to resolve the issue.

What did you find most impressive about them?

IDE3 understands that it’s often difficult communicating with IT people. They know how to make processes simple. They understand business managers need to make IT system decisions based on business metrics without knowing what the IT background is. They’re able to communicate business person to business person. They won’t drown you with IT details that you may not be familiar with, which is a huge strength of theirs. 

Are there any areas they could improve?

They are dependent on these very few, highly communicative persons. It’s always a challenge to continuously be providing the same level of service if they want to grow their business. They’re reliant on a small team of core personnel to handle the business.

Do you have any advice for potential customers?

Define a scope of work that’s realistic. Listen to their advice. The IT problem isn’t easy to solve. It will require some investment and forward-thinking.

BACKGROUND

Please describe your company and your position there.

My company is engaged in financial and digital consulting. I work as an assistant office manager.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IDE3?

Id3 are our external collaborators for IT issues. They are our support for all challenges related to IT equipment as well as always available support for all IT problems, ie challenges that we cannot solve on our own.

What were your goals for this project?

Our goals are the smoothest possible business and the best possible IT training so that all jobs and tasks run easier and faster

SOLUTION

How did you select IDE3?

We selected them on recommendation

Describe the project in detail.

They maintain our IT equipment, computers, take care of a good internet connection so that we can work without interruptions and interruptions. If we have technical problems with the computers, they perform a check and eliminate the problems or refer us to an authorized service center.

They are always available or respond in the shortest time, they are kind and always have maximum understanding and patience for all questions. They install all the necessary programs and always suggest the best options for what we need in relation to the work we do.

They are always supportive in all problems and new situations when it is necessary to manage the emails of colleagues who leave the company.If necessary, they immediately come to the address of our company if the problem cannot be solved remotely.

They successfully and quickly completed the relocation of our company to a new and much larger location. Installed all internet cables and connectors, and amplified internet signals.

What was the team composition?

I work with David, Davor, Siniša, Joža most often.

RESULTS & FEEDBACK

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

Every challenge that ID3 solves for us is actually successful. She would point out the relocation of their company to a new location in a twice as large space, which they designated as IT support extremely quickly and successfully.

Given the way they work, they are extremely open to teaching and explaining every step they take, so in a short time I learned a lot about IT challenges.

How effective was the workflow between your team and theirs?

Extremely large. Each step is done with education and in a way that I understand why and how a certain challenge is best solved.

What did you find most impressive about this company?

What is most impressive to me is their attitude towards people who are amateurs in informatics and IT challenges like me. They are infinitely calm, open to conversation and explanation in a way that I can better understand the issue.

Also, they are always ready for education and there is no problem that we as an IT partner have not solve

Are there any areas for improvement?

From my point of view they do not exist. They are simply great in all areas where we have had any IT challenges

BACKGROUND

Introduce your business and what you do there.

I am the owner of an adventure company in Croatia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

We hired IDE3 because we needed an automated system to basically do our back-office work. We researched the products that were available online, and they were either extremely bulky, complicated, and expensive. We needed help with developing a customized solution.

SOLUTION

What was the scope of their involvement?

They developed what is now the backbone of how we operate basically.

On one end, we have the customers coming in, so we needed customer relationship management, everything from collecting booking forms, sending emails and invoices, and scheduling. 

We also have a lot of suppliers for different products. We might have as many as 15 suppliers, so there is a lot of back and forth making sure that all of the payments are done. On top of that, we needed a tool where all of our profitability can be measured. We asked them to do all of this for us but just in one system, so it makes life easier for our back-office staff.

What is the team composition?

We worked with the owner and one other person who acted as our account manager. 

How much have you invested in them?

It was around €15,000 (approximately $17,785 USD).

What is the status of this engagement?

I think we started working together around May 2020, and then we finished in October 2020.

RESULTS & FEEDBACK

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

The bottom line is that it all works, and this is what we needed. We’ve been able to automate lots of processes as a result. I think the product is very intuitive. Everything they did is very user-friendly. It looks very nice and is easy to work with. We’re super happy with the way it turned out.

How did IDE3 perform from a project management standpoint?

We had a couple of meetings, but because of COVID-19, we were in lockdown and some of the meetings were online via Zoom. 

When we had the demo version out, they had an interface where we could actually go through the demo version and as we used it, we would just make notes. We didn’t use any other special project software for project management, and I don’t feel like we needed it.

What did you find most impressive about them?

I was surprised we managed to get it done in five months. They actually beat the deadline. 

Do you have any advice for potential customers?

Just give them a ring. Everything was smooth. There weren’t any glitches or anything to be aware of. The pricing was really good, and the product, and the way we got there, was awesome.

BACKGROUND

Introduce your business and what you do there.

I’m the managing director at the Institute for Tourism. We do tourism research and consultancy.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

We had an issue with our IT infrastructure and needed help.

SOLUTION

What was the scope of their involvement?

The team at IDE3 provides continual IT support. For example, when we buy some new IT equipment, they usually come here and install it for us.

If the equipment is broken or not working properly, they fix it for us or replace it. If we have problems with our network infrastructure, they also fix it. Sometimes they come to our company physically, and other times they work remotely.

What is the team composition?

There are 3–4 people.

How did you come to work with IDE3?

They were highly recommended by the companies who had already worked with them.

How much have you invested with them?

We’ve invested between €80,000–€100,000 (approximately $94,000–$118,000 USD).

What is the status of this engagement?

Our ongoing engagement with IDE3 started in January 2011.

RESULTS & FEEDBACK

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

Since we’ve been working with them, we’ve been very satisfied with the quality of their services. When we have a technical problem, they’re always available.

When we expect it to be dealt with promptly, they provide it without hesitation.

How did IDE3 perform from a project management standpoint?

We communicate via email and phone. Their team uses TeamViewer to connect remotely to our computers and fix IT problems that can be handled remotely.

What did you find most impressive about them?

The team at IDE3 is reliable.

Are there any areas they could improve?

I can’t think of anything for them to improve.

Do you have any advice for potential customers?

I think really highly of IDE3. My advice is to contact them and try to cooperate with them. They’ve proven to be very professional and have a deep understanding of IT systems.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and CEO of eWyse, a digital agency producing e-learning content for clients globally. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

Our main focus is on producing e-learning content but our clients very often require learning management systems (LMS). Our employees are mainly designers and e-learning content creators, none of us are developers. Thus, we’re outsourcing the development part from IDE3.

SOLUTION

What was the scope of their involvement?

IDE3 is developing a responsive web application for us. Currently, we’re also working on a second project with them on building a more complex LMS. It’ll have more integrations with other systems and platforms.

What is the team composition?

We’re working with five people from IDE3 including Ivan (Founder & CEO), a project manager, a developer, and two other members.

How did you come to work with IDE3?

We’re both based in Zagreb, Croatia. We are based in a small country and many people know each other, so Ivan and I got to know each other personally before we started working together. I contacted IDE3 when I realized that they could support us with IT development.

How much have you invested with them?

The first project cost around €25,000 (approximately $29,600 USD). We make upgrades to the platform on a bimonthly basis for €1,000–€2,000  (approximately $1,100 USD – $2200 USD) each.

What is the status of this engagement?

We started working with IDE3 in May 2019 and they continue to provide maintenance and upgrade services for our clients. 

RESULTS & FEEDBACK

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

We’re very satisfied with IDE3’s services. The team also finds ways to deliver everything our clients require even things that I thought are impossible. Overall, they’re really creative and responsive.

How did IDE3 perform from a project management standpoint?

They have very fast response times from a project management perspective. Additionally, their project manager is really friendly and always ready to chat with us. She often calls instead of writing an email which I really like. IDE3 has everything under control and they help us track deadlines and everything else. So far, we have no issues.

What did you find most impressive about them?

We have a very demanding NGO client that insists on checking who’s working for them person by person. It’s important for them to identify people that might have connections to terrorism and things of that sort. Typically, our clients don’t care about the names and social media profiles of our employees and third-party suppliers so this request was strange to us. 

At that time, we were worried about how IDE3 would react to being asked for the personal data of their employees. It was strange for them too but they had an internal meeting and agreed to it. They handled the situation really well and acted as our partner.

Are there any areas they could improve?

We have a very good relationship with IDE3 and we have no negative comments at this point.

BACKGROUND

Introduce your business and what you do there.

I work with marketing and sales at Yammat FM, a local radio station in Croatia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

We needed a CRM system for our offers and for creating bills for our clients.

SOLUTION

What was the scope of their involvement?

The team created a system that we can easily use.

What is the team composition?

I work with four or five people from IDE3.

How did you come to work with IDE3?

When I came on board eight months ago, IDE3 was already working with us.

What is the status of this engagement?

We started our engagement with them at the beginning of the year.

RESULTS & FEEDBACK

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

The system is simple and fast. As we’re part of the media, we needed quick solutions and answers, and they were able to create that for us.

The quality is great. It is very simple, which is important for our job. We have everything we need for our job.

How did IDE3 perform from a project management standpoint?

We use phone and email. If I don’t need anything urgent, I just send them an email, and they quickly answer.

If it’s something very important, I just give them a call. They were okay with managing deadlines. They also always kept their promises when it came to deadlines.

What did you find most impressive about them?

When they give us a new solution, we are able to test it to see if it’s a good solution for us. I like that.

Are there any areas they could improve?

No, I don’t have any problems or criticism.

Do you have any advice for potential customers?

The team is very professional, and they listen to your wishes and needs. After that, they provide a solution. IDE3 is a great partner to work with.

BACKGROUND

Please describe your company and your position there.

I'm Legal and General Affairs Associate at Foundation "Croatia for Children". The Foundation is founded by the Government of the Republic of Croatia. It acts in order to recognize, actively support and continuously promote the rights and opportunities of children to individual development and contribute to achieving excellence and progress in their lives.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IDE3, and what were your goals?

We wanted a unique online platform for recording and managing business documentation, tailored to the business of the foundation. At the same time we needed an application that will simplify the application process for our users, and speed up the processing of applications by employees. Furthermore, in 2019 IDE3 carried out the Office365 deployment project.

SOLUTION

How did you select IDE3 and what were the deciding factors?

IDE 3 was already our service provider for IT maintenance and support.

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

After presenting the idea and the concept of an application we wanted, we defined necessary steps and agreed on dates. That is when the team started developing the software. They familiarized themselves with the Foundation work and internal acts to understand the needs and internal processes. The work was done within the agreed time. We had enough time to test functions and give feedback. Some necessary changes and adjustments have been made. IDE3 made an internal application called “e-ured” for recording and managing business documentation. We use it to have all information in one place. The application keeps track of beneficiaries and all data regarding support they received. Four online functions have been developed: for online submission of application for the support, for online verification of the current status of applicant, for online submission of application for a scholarship and for online submission of application of legal entities for a public tender.

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

Presentation of an idea was done with IDE3 manager, while operative part was done with the Head of Software Development and 2-3 other experts when needed.

RESULTS & FEEDBACK

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

Application that IDE3 has developed we use on daily basis, it is user friendly and our users and employees are satisfied with it. The application process is simplified and processing of applications by employees is accelerated.

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

They are flexible, met deadlines and we never had unexpected turnovers. We communicated by phone and email. After the application was developed we had a live education on how to use it.

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

Communication was great and they are fast in solving problems. Since IDE3 provides us with various services, it is important to us that they have experts in different areas to find solutions for any challenge we face.

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

No. We are satisfied to have them as our partner.

BACKGROUND

Introduce your business and what you do there.

I am a business assistant for Komunikacijski Laboratorij. We’re an event and social media agency in Croatia. We’ve been in business for more than 15 years, serving Croatia, Serbia, Slovenia, and Bosnia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IDE3?

We were looking for a new IT support company because we were dissatisfied with our current one.

SOLUTION

What was the scope of their involvement?

They are our managed IT service provider. They offer support, as well as consultation services. They do daily scans of the business, making suggestions for changes where needed.

In 2015, they suggested we change servers, got us set up on Cloud and Office365, and implemented a new telephone system for the office. They did the implementations for the entire company.

What is the team composition?

We interact with several people from their team. 

How did you come to work with IDE3?

We considered a few companies. We chose them because they had the best price, had good reviews, and seemed like the best fit for us.

What is the status of this engagement?

We began working together around October 2015, and it’s ongoing.

RESULTS & FEEDBACK

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

They deal with any challenges quickly and make great suggestions for us. We’ve made changes over the years to the scope of work and budget. They work with us until both sides are satisfied. We’re very satisfied with the services they provide.

How did IDE3 perform from a project management standpoint?

I’m the main project manager. They’re flexible and do a good job of meeting deadlines. They use software to record every email and phone call that comes into them. We can see the issues, and how long it takes to deal with them. They are responsive and available. We have a monthly call. We communicate via phone and email – we have no problems with it.

What did you find most impressive about them?

They’re user friendly. They respond quickly and have experts in several areas to find solutions for any challenge we face. 

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

Be open and give a detailed brief of your needs. They will find the best solutions for you.

BACKGROUND

Please describe your company and your position there.

CONFIDA is international company providing services of Tax advisory, Audit and Accounting services. We have offices in Austria, Slovenia (Ljubljana), Croatia (Zagreb) and Serbia (Belgrade). I am director in charge for the Zagreb office.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IDE3?

IDE 3 is in charge for the whole IT support and development (network, hardware/software).

What were your goals for this project?

Migration to office 365.

SOLUTION

How did you select this vendor?

IDE 3 was already our service provider for IT maintenance and support.

Describe the project in detail.

We had a starting meeting where we defined necessary steps. After that followed IDE 3 offer which we accepted. In communication with Ivan we agreed on the dates and IDE 3 team started with work. Part of the work was done remotely and what was necessary IDE 3 experts did on spot in our office.

What was the team composition?

Initial communication was done with IDE3 manager Ivan Hendija, while operative part was done by 2-3 experts.

RESULTS & FEEDBACK

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

The whole project lasted approximately 2-3 weeks. During the process appeared few challenges but IDE 3 team reacted promptly and successfully overcame it. Migration was done successfully and after migration we did not face issues which appeared before.

How effective was the workflow between your team and theirs?

As usually communication and workflow was very good. Most of the communication was over e-mail or telephone and only when necessary IT experts came on the spot. Once we agreed staring time they started with migration and all open issues we communicated promptly and timely.

What did you find most impressive about this company?

Prompt reaction on our requests. Competent and kind experts and management. They had excellent communication.

Are there any areas for improvement?

no.