IMS

BACKGROUND

Introduce your business and what you do there.

I work for a nonprofit business development organization. We work around the role of business in society, with the understanding that business cannot succeed in a failing society. We get companies to collaborate, focus on issues, and build trust with the government, helping create an enabling environment, one characterized by inclusivity, diversity, and transformation. 

These are all important issues in the South African context, for our country to be successful. We work on issues like environmental and social sustainability and institutional capacity holding—all issues that are important for business.

I’m the head of membership and communication, responsible for fundraising, stakeholder relationships, and all communication and governance work. I work in the organization’s management team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IMS?

We needed to get a social media presence and didn’t have any expertise in the organization. People were scared of us getting out there in the social media context, but this is obviously an imperative for companies in today’s world.

We worked with a different person before IMS, who got us started on this road, but we felt we needed a professional agency to help us. 

SOLUTION

What was the scope of their involvement?

IMS is providing social media management on Facebook, LinkedIn, and Twitter. They create and post content with our approval. They also designed our website a year and a half ago, and they manage its updates, create new pages, and help us with images. Occasionally, we get funding to produce videos, and they’ll link those to our YouTube. 

We implemented MailChimp, and IMS did mailers on our behalf to test the effectiveness of the website. We looked at open and forwarding rates.

What is the team composition?

We’re working directly with three people from their team: Liam (Client Service Manager) for social media, Rachel (Operations Director), and a website manager. We also talk to their CEO from time to time.

How did you come to work with IMS?

We put out an RFP and got responses from three companies, including IMS. We also made an RFP for our website. We liked their attitude and appreciated the time they took to understand our business. 

We often get calls from people offering their services, but they don’t take the time to look at what we do. They think of us as a normal, for-profit company and don’t understand the nuances of our context, value proposition, and the impact we’ve got to display to businesses, the government, and other stakeholders in society. IMS took the time to look at that, and their pricing was really competitive for us, as a nonprofit.

How much have you invested with them?

On average, we’re paying them 20,000 South African rands per month (approximately 1,200 USD). The cost can vary depending on whether we’re escalating campaigns or building new pages on our website.

What is the status of this engagement?

We started working with IMS around May 2018 and it’s ongoing.

RESULTS & FEEDBACK

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

We’ve increased our followers on LinkedIn, Twitter, and Facebook, and the metrics on our site have also been positive. We’ve been happy with the creative ideas IMS has come up with. If we weren't happy, we'd do something about it, since the money we get isn't ours but donations we get for development work. 

One of our member organizations is a PR company, and they did an audit for us. When they saw what social media costs us every month, they told us we’re really blessed, especially given the quality we’re getting. I also know that another organization has started working with them because they liked our website so much.

How did IMS perform from a project management standpoint?

We’re a very engaging organization, and we like the fact that IMS gets back to us quickly. They stick to the deadlines we agree on and to the weekly content plan. Even though it’s creative work, there’s never been scope creep. 

IMS is really fair in terms of cost, and they never took advantage of our lack of knowledge. I’ve had that happen in the past, with other partners. Whenever we had something that could be perceived as a problem, IMS responded positively and solved it for us.  

We had regular meetings before COVID-19, but we’re in touch more through email now. We’ll pick up physical meetings again next year, as things normalize. We’ve got a good rhythm of working with IMS. I have a communications manager in my team, and she works directly with IMS. We manage them on a day to day basis.

What did you find most impressive about them?

They were always hospitable when we went to their office. Given that we’re a small nonprofit, they’ve done pro bono work for us, which we definitely appreciate.

Are there any areas they could improve?

We had a change of account managers, and the new one could’ve done more in terms of the socialization or contextualization of our work. My colleague found it a bit challenging in the beginning, when she was working with the account manager to get him accommodated to our work. We work in a very complex environment, so we can’t expect someone to hit the ground running — they have to get to know us.

Do you have any advice for future clients of theirs?

Clients should build a relationship and be frank and open about their needs and expectations. So far, we’ve not been let down by any lack of attention to detail on IMS’s part, but anyone working with a supplier must be clear about their brief and ask questions.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a PR and communications agency called CVLC Communication.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IMS?

We often partner with IMS for client projects, whether it’s developing a website, embarking on a social media campaign, or even digital marketing.

SOLUTION

What was the scope of their involvement? 

IMS’ services depend on the client’s request. They’ve done several projects recently to build out our clients’ social media presence on Facebook and LinkedIn. In each case, their team has walked our clients through practical, strategic advice so that they could best understand the right approach. 

Other projects involve developing websites in WordPress. What’s key is that they focus on making the sites SEO-compatible so that they gain more traction. In those cases, it’s typically a longer-term arrangement since SEO doesn’t happen overnight. They take the time to map out the site and suggest relevant content.

Finally, I use IMS to support my clients on their designs and logos. It’s crucial that the quality of the visuals they provide is really good.

What is the team composition? 

The team composition changes based on the skill needed. When we’re working on a newsletter or brochure, we might collaborate with the design team. Then there’s a person for content, strategizing, web development, and more.

How did you come to work with IMS?

I met them through a client of ours that ran an awards event for the PR industry. Francois (Chief Disruptor) was a judge on the panel. Compared to everyone else, he stood out because of his insights on digital media, and I was fascinated with the innovative work he was doing.

How much have you invested with them?

So far, I’ve spent over $500,000 with them.

What is the status of this engagement?

I’ve worked with them since June 2015, which just shows how much confidence I have in their business. I often joke that they make my company look good through the work that they deliver.

RESULTS & FEEDBACK

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

They excel at communicating their process. Not many people know how much is involved when it comes to building a website or running a social campaign. IMS’ team walks my clients through their plan, showing them the time frame and outlining the value of their work.

I should also add that their reporting on social media campaigns is great. They give reports with real insights, guidance, and recommendations rather than sending clients a bunch of data to interpret themselves.

How did IMS perform from a project management standpoint?

The team is always on top of things and brings a solutions-focused mindset. No matter the challenge, they’re able to come up with an answer proactively. They stay ahead of deadlines for deliveries, taking ownership and rectifying the situation if they don’t.

What did you find most impressive about them?

IMS is willing to share their knowledge and educate their clients as they go on their digital journey. For example, they’ll often have sessions to bring people up to speed on the latest trends on Facebook or some other platform. That’s very appealing from a client perspective.

On top of that, they’re good at building relationships. It’s not the typical agency approach — they really listen to what the client wants to achieve and are willing to explore new technologies to meet those goals.

Are there any areas they could improve?

No, I don’t think so. They have a good mix of skills and can operate at the speed of a smaller agency.

Do you have any advice for potential customers?

Unlike with other consulting companies that might be more rigid, it’s a give-and-take relationship with IMS. They’ll invest the time to do their work, and you have to do the same. Talk to them to see how they strategize. They’re great at thinking creatively but can also optimize the basics of a good approach.