Illustria

BACKGROUND

Introduce your business and what you do there.

I am the vice president of marketing, advancement, and communications for Erie Homes for Children and Adults. Our mission is to assist people with disabilities to live rich and fulfilling lives. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Illustria?

Over several years, our organization has considered changing our name and logo. In our most recent discussions about doing so, we worked with a local company to make us a new logo, but whenever we discussed it, the new logo did not excite our team. We decided to re-open our search for a logo designer and ultimately engaged Illustria for that purpose.

SOLUTION

What was the scope of their involvement?

We agreed to a three-month engagement, which began with their on-site visit to our office. While there, they interviewed several of our internal stakeholders and several parents of children with disabilities who we serve. During that time, they also deeply examined our records, including our strategic plan, all of our marketing efforts in the past, and the overall makeup of our organization.

Illustria informed us they would not present us with 30 logos and ask us to select a favorite. They did as much homework as possible in advance so that they could offer us the best single solution. At the end of their work, Illustria brought us a logo and also a series of insignias that we can use in each of the three counties we do outreach in.

What is the team composition?

We worked with Dennis (Creative Director, Illustria), Michelle (Head of Member Services, Illustria), and Ryan (Account Strategist, Illustria).

How did you come to work with Illustria?

Once we decided that we didn’t want to move forward with the logo created by the local company, we searched online for firms nationwide that could help us. We shortlisted five and interviewed four of them. We held second interviews with Illustria and one other finalist before eventually choosing Illustria. They had excellent online reviews that highlighted their attention to the client and to the branding process, which convinced us that they would be a suitable partner.

How much have you invested with them?

We spent less than $20,000.

What is the status of this engagement?

Our engagement spanned March­­­–May 2019.

RESULTS & FEEDBACK

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

In addition to the primary logo and the three insignias, they also delivered a branding style guide that has served us well in our initial efforts to prepare for the launch of the logos later this summer. We’ve received nothing but positive internal feedback about their work.

How did Illustria perform from a project management standpoint?

Even though they worked remotely aside from their initial in-person visit, we never had any communication issues. They were punctual to every meeting on Google Hangouts, and we never experienced technical difficulties. Their approach to project management was as professional and organized as we could have hoped for.

What did you find most impressive about them?

When they were on-site, they took copious notes and listened more than they talked as they learned about us. They processed a lot of information in a short period and were fully able to understand our mission and our operations.

We also appreciated their personal approach and the way they built the relationship with us from Day One even though they are several states away. That reassured us that we were in good hands.

Are there any areas they could improve?

It was a little unnerving at first to hear them say they were going to learn about us but only come back with one logo. They were pretty steadfast in that mindset. In hindsight, I recognize why they did it that way, but going through the process, we received very few updates and kept us in suspense until the very end.

BACKGROUND

Introduce your business and what you do there.

I represent two companies under the same ownership, which both work with Illustria: Bonded Lightning Protection Systems, a lightning protection and grounding installation contractor, and Advanced Lightning Technology (ALT), a manufacturer of steel components, custom metal fabricator and contractor supply distributor. I’m the marketing manager for the two companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Illustria?

Prior to working with Illustria, we had two in-house graphic design marketing coordinators, one assigned to each company. They both changed positions or moved to different organizations, which left us in need of immediate graphic design support. From there, our partnership has grown exponentially over a multiyear relationship.

SOLUTION

What was the scope of their involvement?

They’ve offered us direct support in our marketing strategies, as well as branding. They’ve helped us identify and create the way our companies sound, in terms of the verbiage we’re using within a sales marketing context.

For both ALT and Bonded, they’ve provided branding and marketing tools that have directly impacted our customer presentations, sales, and social media marketing. It’s directly impacted and improved Bonded’s website, which was redesigned in 2018. We’re currently wrapping up a massive marketing and branding project for ALT—a virtual tour video of our facilities. We’ve worked with them on print ads, new hire and recruiting tools, and small but still significant things like employee photos.

What is the team composition?

Cameron (Account Strategist, Illustria) is our direct contact. Our relationship with Illustria was already positive, but it’s flourished in the last two years since working with him. He identifies the appropriate contacts to help meet our goals on each request.

For the ALT project, we’ve worked with Cameron and Illustria’s creative director. The overarching project was very large, so they brought in senior resources to help.

How did you come to work with Illustria?

I received an email newsletter or similar from them, which focused directly on the need I was struggling with: graphic design. Their proposal spoke to my immediate and almost desperate need, so I didn’t look around for many other options. Illustria fit well.

What is the status of this engagement?

We started working with them three years ago.

RESULTS & FEEDBACK

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

They have the same core values as us, which is worth a lot. They’ve just finished a company video for ALT, and the way they came in and worked on it with our employees—while not disrupting our day-to-day operations—was fantastic.

They’re helping expand our brands, and they’re helping people understand who we are, how we operate, and what we do. It’s definitely had an impact.

How did Illustria perform from a project management standpoint?

I’d mark them 10/10. Their lowest score would be for their understanding of the overall goals and producing deliverables or assets that meet that goal. However, anytime there was a miscommunication or a missed mark, they worked hard to correct it on their end, often at their own expense.

We have multiple communication channels. Cameron and I talk via email weekly, and we also have a weekly sync meeting to realign on the ongoing project. All of this is reinforced through their online member portal and communication through Google Drive.

What did you find most impressive about them?

The project management and attention to detail from my account strategist is impressive. They work hard to make things easier for their members, and I feel that I couldn’t do my job without Cameron or my previous account strategist. Their organization, project management, and customer-oriented approach stand out.

Another thing that’s continued to impress me is their commitment to meeting and exceeding client expectations. This flows through their entire business conduct, ensuring they uphold the values they uphold so high.

Are there any areas they could improve?

Cost is always a factor when working with small-to-medium companies, which I have approached them about. They need to continuously make sure that the value they’re providing matches or exceeds the monetary investment. For us, their responses have always met or exceeded my expectations.

Do you have any advice for future clients of theirs?

Heed their advice, paying attention to and applying the feedback that they offer. They’re the experts, so don’t be stuck in your own vision. Be prepared to brainstorm and discuss strategic questions on almost every project.

BACKGROUND

Introduce your business and what you do there.

I am an executive at a security solutions provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Illustria?

We worked with Illustria to rebrand our company. Our name was very strong within the industry, so we didn’t want to change that. When we first established our visual messaging, we were a one-product, one-market company. We have since grown to provide multiple products in multiple markets and offer new services and solutions, but our brand elements did not evolve with us. We wanted to strengthen our brand to reflect that growth and make it more sustainable for the future.  

SOLUTION

What was the scope of their involvement?

They earned the job because they approached our situation differently from the other agencies. Illustria didn’t simply recommend simply changing a logo or our color scheme. They took a broader look at our company and our industry to determine the best way to position our business.

They interviewed several of our clients and our internal stakeholders to assess how we were viewed in the market. Illustria eventually delivered new visuals and collateral that feature a stronger look that fits the way we are perceived in our industry.  

What is the team composition?

We worked with an account manager and Illustria’s design staff.

How did you come to work with Illustria?

We initially engaged Illustria to coordinate an account-based marketing program. At the same time, we had been discussing a rebranding of our company. We interviewed several agencies, but we figured we should consider Illustria as well because we were already having a positive experience with them.

What is the status of this engagement?

Our engagement spanned October 2018–March 2019.

RESULTS & FEEDBACK

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

We will be launching our new brand in Q2 2019, and we're confident that it will improve how our company is viewed by existing clients and help with our growth plans. Illustria found that our overall messaging was strong already, and what the market said about us generally aligned with how we were already promoting the company. Illustria brought a fresh sense to our positioning and put clarity behind it. We have no doubt that once the new branding launches, it will bring value to our business.

How did Illustria perform from a project management standpoint?

We had a change of account managers halfway through the project, but that transition was quite smooth. Both managers were responsive and kept the project on track. Their team was always clear about our current status and what our next steps were.

What did you find most impressive about them?

They didn’t default to offering to make a new logo and consider us rebranded. They took more of a big-picture look to recognize that we needed more than a logo change. The other agencies we spoke with had a very narrow idea of what we needed, but Illustria was driven to provide value beyond just giving new visuals.

Are there any areas they could improve?

There were some parts of the proposal that we didn’t initially understand until later in the process. There are areas that are common for them, but we could've had more details at that phase. It didn't negatively impact our project.

Do you have any advice for potential customers?

I’d advise future clients to have an open mind and rely on the experts to determine what your brand should be. Listen and provide feedback when you must, but don’t be afraid to break out of your comfort zone.

BACKGROUND

Introduce your business and what you do there.

I’m the chief marketing officer for Bluebird Botanicals. We are an e-commerce firm in the hemp cannabidiol (CBD) industry and we sell directly to customers online.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Illustria?

We wanted to expand into health food stores and needed an attention-grabbing strategy to market our products.

SOLUTION

What was the scope of their involvement?

They interviewed our employees and our customers to understand our company’s place in the market. The team used that information to identify our brand and clarify our position in the industry. They then created a new logo, designed visuals, and wrote marketing content for flyers and brochures. They’re currently working on new labels and more marketing materials for us and we expect the total rebranding to roll out next year.

What is the team composition?

We have worked with two account managers, one strategist, one creative director, and a graphic designer. We work with additional creative directors and graphic designers as needed.

How did you come to work with Illustria?

They contacted us when we were looking for a vendor for this project because we were among the brands they were watching. We interviewed a few companies, but Illustria’s dedication and openness impressed us the most.

What is the status of this engagement?

We started working with them in February 2018 and the partnership is ongoing.

RESULTS & FEEDBACK

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

We haven’t launched the marketing campaign yet, but most of our internal feedback is positive. Our employees are excited because they think the brand fits our company’s direction.

How did Illustria perform from a project management standpoint?

They’ve been on top of all of our projects and have always met deadlines. They are transparent with scheduling, estimates and delivery expectations. We mostly communicate via email, but also phone calls and video chats. We feel included and give them feedback frequently.

What did you find most impressive about them?

Their work is exceptional, and they’re easy to get along with. No one on their team has disappointed me. I always look forward to interacting with them because they’re so friendly.

Are there any areas they could improve?

Graphic design is expensive, but I don't think it's fair to ask them to charge less. That’s the only thing I can think of, because I've been thrilled with everything else.

Advice for future clients:

If clients aren’t happy with something, they should say so, and raise the issue if they’d like to see something changed. Clients should provide constructive feedback to make the project something that all parties are satisfied with.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and CEO of Grove Technologies. We specialize in IT support services for the Mac desktop OS, offering help desk and network management solutions to small and midsize companies. We have a lot of experience working with design agencies in particular.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Illustria?

We were forced to rebrand because our company’s previous name contained a trademark infringement.

SOLUTION

What was the scope of their involvement?

They provided two critical services for us. The first was renaming our company. For that, they conducted a values assessment of our company and researched different options available to us. The second service involved creating a logo that would meet our needs.

During the research phase, they interviewed key stakeholders including our staff and members of our customer base. Their goal was to get a sense of how we’re being perceived versus how we thought customers perceived us. Once they’d gathered that data, they compared the two perspectives in order to develop our rebranding strategy.

What is the team composition?

We worked with our client manager, project manager, and several designers.

How did you come to work with Illustria?

We had the opportunity to choose from a large pool of designers, but they felt like the best partner for us. They were an existing client of ours and were aware of our frustrations with negotiating the trademark process. Initially, they recommended a good trademark lawyer to us, but they also offered to help us rebrand if it came to that. Once that became necessary, we hired them to help us.

What is the status of this engagement?

The project took about six weeks between August–October 2018, although they had originally estimated that it would last until early 2019.

RESULTS & FEEDBACK

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

We’ve had a lot of great user feedback on our new logo. We also took the color scheme they set for us and used it to redesign our website in-house, which has helped complete the transition. We’ve also received positive feedback about our new business cards.

In terms of the renaming, it’s actually called more attention to our business as we also had to buy a new domain for our site. We’ve seen an increase in qualified B2B leads since completing the rebranding. Our previous name resonated more with individuals, which wasn’t our desired market, so now we’re reaching the type of clients we always wanted in the first place.

How did Illustria perform from a project management standpoint?

Everything was very organized and easy to follow. They met their deadlines or finished things ahead of schedule, so it was reassuring to see that they were overestimating in case of delays. They were also very accommodating to my schedule and worked around any roadblocks I ran into.

What did you find most impressive about them?

They wanted our input from the outset and used it to develop and refine the products they created for us. I was a bit skeptical of how well this process would work, but I was incredibly happy with the results. Illustria made the whole experience very comfortable and rewarding.

Are there any areas they could improve?

I can’t really think of anything. They did their job very well.

Do you have any advice for potential customers?

Provide as much information as possible from the start. I think our project went so well because I was relaxed and gave them more than they really needed. This was difficult for me at first because we also do work for them, so we’d always maintained a bit of professional distance. That said, they created a very non-judgmental environment that made me feel like I could be honest.

BACKGROUND

Please describe your organization.

My organization is a law firm that deals with data security and privacy.

What is your position?

I am the marketing manager.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Illustria?

We were looking for a graphic design company that was talented, flexible, and able to stick to a defined timeline. More specifically, we wanted someone to redesign our email templates and our newsletter so we could better utilize our contact lists.

SOLUTION

Please describe the scope of their involvement in detail.

We needed help with our email marketing, webinar announcement formatting, and welcome emails. They sat down with me to talk about our brand identity and what our goals were for the project. From there, we ranked what design would be the hardest and did that first. They came up with design ideas, sent them to me, and I would send them back letting them know what I liked and didn't like. Eventually, they had enough feedback and suggestions to design our templates.

How did you come to work with Illustria, were you looking at other companies?

Illustria actually approached us. We already had a graphic designer who worked with us, and we had recently redone our website. We weren't actively looking for a new graphic design company, but when they reached out to us, we looked into their services and decided to move forward. Their payment and scheduling structure worked for us as well.

Could you provide a sense of the size of this initiative in financial terms?

The email marketing project with them has been going on for about two months and is less than $10,000 but, as we look to move forward with them on other projects, it will likely increase.

What is the status of this engagement?

We have finished the project and now have a newsletter, webinar, and welcome email template. They were awesome and sent me two designs for each template, which I felt was above and beyond their engagement. We have some other projects with them in the pipeline for later this year. These are mostly smaller things like social media hedges, white page designs, and PowerPoint templates.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

The most recent email I sent was a new webinar template, and it increased our registration by 40 people, which was cool. Our newsletter has an increased open rate as well. Overall, I think the whole process is so much easier and cleaner, and I hope the audience does, too.

How did Illustria perform from a project management standpoint?

This is one of the reasons that I have decided to move forward with them. It has been exceptionally easy to work with Illustria. They are very clear about their deadlines and what they need from me. They are great at communicating and are willing to have a call or video chat at any time to discuss any concerns or potential confusion. They have been very responsive and flexible as far as how they help me understand what they're working on.

What distinguishes Illustria from other providers?

Illustria's customer service is definitely something that distinguishes them from other people we've worked with. They hit all their deadlines on a consistent basis, which is so impressive. Their ability to stick within those timeframes makes it great to work with them.

Is there anything Illustria could have improved or done differently?

At this point, no, I can't think of anything. They've been good about sending feedback forms to see if there is anything they can improve on their end and I haven't been able to provide any information thus far. They've been great.

BACKGROUND

Please describe your organization.

We are a media and polling company. We create briefings each morning that we send out to our subscribers, on which we have advertising and reporting included within. In addition, we have a technology platform for all of our polling questions.

What is your position?

I am the director of operations. I run all the day to day operations. I’m also in charge of human resources and finance.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Illustria?

Prior to Illustria we were using offsite designers and it was for one-off projects. Because we were only paying them a small amount of money, we didn’t have a lot of sway on when we would receive the final product. As we were growing we needed more of a firm that could respond to us quicker.

SOLUTION

Please describe the scope of their involvement in greater detail.

Illustria has done some of our advertising emails to our subscribers. They’ve helped with parts of our website redesign too. One of the largest projects they worked on was to create a video for us to put on YouTube to explain our new technology platform.

How did you come to work with Illustria?

We found Illustria by chance. Our general council met their Chief Executive Officer in DC.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

I don’t have specific numbers. I know the video on YouTube has seen a high amount of traffic and has helped to direct that traffic to our website. Additionally the advertising emails that they have worked on have increased the number of clients who are advertising with us. The advertising artwork has also increased click-throughs to our clients’ sites.

What distinguishes Illustria from other providers?

I would say the Illustria team has been relatively easy to work with. They will get on a phone call with us often for each project that we do, to talk through exactly what we’re looking for. They help us walk through the ways that we can get better and make it as seamless a process as possible. The hardest part oftentimes is that what we give them is kind of nebulous.

We lean on their design expertise to take our initial idea to something on paper and then we guide them through the editing process. Illustria has been really easy to work with in the editing process. They’ve never complained about how many edits we’ve made. Overall it’s been a really great relationship.

Is there anything Illustria could have improved or done differently?

There’s only a couple things that we wish they could do. One is that sometimes it would be easier if we could pick up the phone and call them instead of scheduling a phone call. It would be helpful to have a phone number we could call. Another thing is that sometimes it’s hard for us to keep track of our hours and how the hour is being allotted. They tell us how many hours they’re expecting to use on a project and then sometimes we get lost in where those hours are actually going.

BACKGROUND

Please describe your organization.

We are a third-party logistics and freight brokerage, which means that we connect shippers, people who have products and materials to ship anywhere throughout North America, with trucking companies that can move that freight for them. We broker that deal.

What is your position?

My role here is Director of Marketing.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Illustria?

I had recently joined to start the marketing department from scratch. Being a logistics and freight brokerage, we did not have any internal designers or any content creators. I was looking to hit the ground running; I didn't want to start by actually bringing on a full time designer but I had some immediate needs.

SOLUTION

How did you come to work with Illustria?

Illustria reached out to our Chief Executive Officer, and he had forwarded their message to me. I was actually very intrigued with the model and realized that there's no risk. We can try it for a month; if we don't like it, we can walk away. That was back in April and we've done many projects since then. I'd say I'm very pleased with the service.

I've worked with lots of agencies in the past, so I didn't really want to get locked in with one agency. At the outset of starting to build the marketing department, it was hard to foresee exactly what I would need, so it was nice to have a resource on demand. I also like the fact that Illustria has an entire team of designers, whereas in an agency you might get assigned to one or two.

In this case, there's lots of talented people there that could potentially handle our work. You get a variety of experiences and a variety of styles. I like that.

My experience working with agencies is that you can give them lots of direction but they're still going to spend the first two rounds doing what they want to do, they want to be value add. I get that, but that's not always what I want. Illustria, is much more comfortable in taking the input that I give them. I'll write copy, give wire frames and design references.

I want to get the ball as far down the field as I possibly can before I hand it over to them, so that they can take the ideas, polish them, refine them, and then still add value. They don't just take the order. They add value to the piece that I want value added to and then give it back. So far that's worked really well.

Could you provide a sense of the size of this initiative in financial terms?

I would say over $10,000 less than $50,000.

What is the status of this engagement?

We will continue this partnership.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

From a qualitative point of view, everybody here has been very happy with Illustria’s work. One of the things I tried to do coming in, was simply develop content with a consistent look and feel that we could apply across all of our materials, really the basic stuff like PowerPoint templates and document templates. Just simple stuff like that, it makes a big difference.

People notice that consistency right off the bat. They noticed that not only was it consistent but that it was a new look. That it was fresh and modern and that makes a difference. People start to see those little changes add up around the organization. They start to feel excited about it.

What distinguishes Illustria from other providers?

I would say that Illustria is very responsive. They really do take the time to understand the needs. They ask great questions when things aren't clarified. They can turn things around very quickly. As I said before, because they have such a big team of designers, you don't fall into the trap that you often have when you find a freelancer to work with, where the freelancer is scheduling you and balancing your needs with a bunch of other clients’ needs. It just works.

I can throw something over to Illustria and they jump right on it. I get emails back that say “Hey, we've got this; we'll get you an estimate.” They give me updates throughout the project to let me know where it is, and when I can expect the next round. It's actually very rare that I need to pick up the phone and talk to them, which I think is actually a testament to how well they communicate and how well they manage the workflow.

Is there anything Illustria could have improved or done differently?

I'm constantly giving them pointers, as a client. For the most part, they're really nailing it. I can see them growing as a company and I think that they've got a good future ahead of them. At least I hope so because I like using them!

BACKGROUND

Please describe your organization.

We are a destination marketing organization. It's our job to attract visitors to our region through creative marketing campaigns, community outreach, and sales initiatives.

What is your position?

I am the vice president of marketing.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Illustria?

Just aside from the normal challenges of building and maintaining a brand – nothing unusual.

SOLUTION

Please describe the scope of their involvement in detail.

No day is ever the same. One month we may have nothing for Illustria to complete and then, the next month, we may have three or four projects. I was looking for access to a talent pool without having a full-time graphic design team in house. Illustria provided that for me and still does provide that. I've expanded my contract with them from 10 hours a month to now a 150 hours bulk during the course of the next six months and possibly plan to expand that even further.

How did you come to work with Illustria?

I believe it was just a response to an email I received from one of their team members. She was just really pleasant, persistent, and very professional in all of her dealings with me. I was very intrigued by their business model and did not consider other agencies.

Could you provide a sense of the size of this initiative in financial terms?

Our partnership with Illustria lands in the $10,000 to $50,000 bucket.

What is the status of this engagement?

Our partnership is ongoing and will likely continue to grow.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

I don't have any quantitative metrics because our partnership is still in the early stages. But, qualitatively, I think that we're on a great new track. They just redesigned the cover of our next visitor's guide that is debuting soon which I'm very proud of and very pleased with. They also redid our annual report for 2015, which we presented to our stakeholders at a recent meeting in August. All those things from a qualitative standpoint look leaps and bounds better than what has been produced in the past via an in-house team at our company. I am confident that we're going to continue working together fluidly, and the more I work with Illustria, the better it gets.

What distinguishes Illustria from other providers?

I think that Illustria brings some great ideas to the table, and they feel like part of our in-house team. They've made changes and have responded to adjustments that we've requested in the beginning portions of our partnership. They've responded openly and favorably, and we're on a great track for a wonderful partnership.

Is there anything Illustria could have improved or done differently?

The process of filling out a project brief online can sometimes be cumbersome. I know they are working to improve it. I understand why it's there but in the rapid pace of a typical day there's often not enough time to go in and do that paperwork so that they can get started and send in the estimate. They've changed that for me specifically where they have entered the project for me after a conversation versus me having to go in.