Scalefocus

BACKGROUND

Please describe your company and your position there.

Arqino is a UK based creative technology studio which provides a wide range of digital products, combining creative design and quality software. We offer a variety of solutions for different digital needs such as, Experience and Interface Design, Digital Product Development and Digital Marketing services. My name is Peter van't Hoogerhuys and I am the Projects and Operations Manager for Arqino.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

As most of our attention and focus is targeted at developing front-end solutions for our clients, we needed a reliable vendor with extensive experience in the domain of digital transformation and system integration. We wanted to build a long-term partnership with a professional services provider, as to support us in various customer engagements under a Managed IT Services model, meaning ad-hoc and long-term support in a broad variety of domains – eCommerce, quality assurance, DevOps, security, system integration, back-end solution development, etc. ScaleFocus was the perfect candidate to assist us in this endeavor.

What were your goals for this project?

It was crucial for us to have an experienced partner which would guarantee the successful delivery and implementation of almost all our customer projects as an external supplier. ScaleFocus was trusted to deliver different services and solutions, usually in small volumes, in the aim of completing our internal team.

SOLUTION

How did you select this vendor?

Initially, we began with a research for the most qualified IT vendors, which would best fit our needs. We short-listed a few potential companies, however we quickly set our sights on ScaleFocus, due to their extensive experience in system integration, eCommerce, security, data management, etc. Additionally, a fellow IT peer, referred us to ScaleFocus and our decision was easily made.

Describe the project in detail.

As already shared, we have been engaging ScaleFocus in a number of our projects, including a number of presales initiatives. To give a few examples: - Security consultancy around penetration testing. - DevOps support. - Software development with .NET and Java. - System integration and support. - Cloud assessments and migrations. ScaleFocus’ teams and our own team has always been working closely in each and every engagement or opportunity. What we have achieved working under such a synergy model is – great efficiency, high quality, extended footprint in terms of technology domains, scaling-up and down fast, without having to recruit specialists ourselves. For a small permanent team as ours, this is the way to leverage on bigger or niche opportunities in a professional and agile way.

What was the team composition?

ScaleFocus have been providing consultants ad-hoc or long-term. For the time of our partnership we have engaged between 1 to 5 consultants, working on different projects and initiatives.

RESULTS & FEEDBACK

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

Having ScaleFocus as an official long-term partner has helped us to be significantly faster and more agile. In the technology and digitalization world speed of implementation and quality are paramount. Thus, we have been able to take on more work with less investment risks. As a result of this we also experience higher customer satisfaction rates.

How effective was the workflow between your team and theirs?

The communication and collaboration between both teams has been extremely successful from the very beginning. The workflow was characterized by a straightforward and professional environment, in which allocated obstacles were resolved quickly and efficiently. The effective workflow between both teams, was one of the key drivers to expand our collaboration and increase the trust between the companies.

What did you find most impressive about this company?

I would have to say that, what impressed me most was how well ScaleFocus were able to identify our and our customers’ exact needs and adapt their approach according to them. Their brilliant support and attention to detail are an excellent ad-on to Arqino’s services. Our expectations were exceeded, by their determination to go the extra-mile in terms of delivery and customer engagement. We are happy to say that, they fully met our exact business requirements and facilitated our increased internal process efficiency.

Are there any areas for improvement?

I am glad to say that all our requirements so far have been addressed in a professional way – with quality, transparency and care. I’d just expect for ScaleFocus to keep up with the great work and excellent customer focus.

BACKGROUND

Please describe your company and your position there.

My name is Serafim Cholakov and I am IT Manager at Servier Bulgaria. The company is the Bulgarian subsidiary of an international pharmaceutical company. Servier is presented in 140 countries with more than 20,000 employees worldwide.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

ScaleFocus was selected as a reliable vendor which would help us create and implement business processes optimization system. They had the mission to enable us to complete our tasks in a simpler, faster and more convenient manner.

What were your goals for this project?

It was of uttermost importance to have a successful project delivery which would bring an optimization of our business processes. We were firm in our expectation that the chosen vendor would have to act according to our strict criteria.

SOLUTION

How did you select this vendor?

We initiated a search process where several potential delivery enterprises were discovered. Gradually, applying firm corporate criteria, we shortlisted the possible vendors.

ScaleFocus appeared as the best option for our needs and mission. Last, but not least, they were very responsive in the preliminary discussions, presenting very high level professionalism and client oriented approach.

Describe the project in detail.

There were several stages of the project. Initially, ScaleFocus began structuring the world around analyzing what is working optimally and what is not. They conducted a business analysis which acted as the cornerstone of their task.

Next, our team joined them in enhancing the planning and execution of the procedures that needed augmentation. Ultimately, they facilitated a data-based approach to implementation and delivery. I was fascinated by their in-depth approach to problem-solving. ScaleFocus enabled us to significantly improve the visibility and transparency related to main and corner business objectives.

What was the team composition?

We worked with 2 business professionals.

RESULTS & FEEDBACK

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

There are solid numerical indicators that ScaleFocus’s services empowered our business: 1) 33% simplification of the preparation of financial documentation 2) 33% faster processes of attendee submission 3) 67% easier management of events.

How effective was the workflow between your team and theirs?

Throughout all stages of our cooperation ScaleFocus proved to be both responsive and responsible. They were constantly open for explanations and discussion that we faced no disturbances.

What did you find most impressive about this company?

We were amazed by the high level of delivery that ScaleFocus provided. We were well aware that they are a leading IT company in the region, but the professionalism they put into their work exceeded our boldest expectations. Not only did they assist us in improving our systems, but they also helped us implement many useful practices into our workflow.

Are there any areas for improvement?

I could only express my gratitude of working with ScaleFocus.

BACKGROUND

Please describe your company and your position there.

I am Alexander Halachev – Security Operations Centre Manager at Caretower. We at Caretower, are a cyber-security company, with over 20 years of experience, providing comprehensive solutions to our customers’ security needs. Our persistent business growth has led us to becoming market leaders in network security and protection. Throughout our years in the business, we have established long-lasting relationships with all major security vendors.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

ScaleFocus designed, developed, tested, deployed and currently maintains a multi-tenant Advanced Analytics Solution for our customers.

What were your goals for this project?

Our main goal was to develop a fully functional Analytics Application, which would allow us to provide next level service to our customers. Additionally, it would further streamline our operational efficiency in terms of internal processes. We wanted to provide our customers with the functionality of monitoring various KPIs for their systems. Furthermore, the customers can perform ad-hoc analytics by themselves, leveraging the self-service capabilities of the Platform.

SOLUTION

How did you select this vendor?

ScaleFocus was chosen for this project, because of their extensive large-enterprise background in the field of Business and Operational Analytics. We needed a skilled partner, who would design and develop a professional and highly-secured analytics solution.

Describe the project in detail.

The project began with a business analysis, which allowed the ScaleFocus team to get to know all the details of our project and define the business, technical and non-functional requirements accordingly. ScaleFocus’ approach to building a DWH solution included a dynamic configuration, which integrates large sets of data sources with different structures, locations and types. This dynamic configuration allowed the solution to easily be extended and to reflect changes in the data and structures. The ScaleFocus team developed the DWH and Business Intelligence Platform in full compliance to our requirements.

What was the team composition?

The team was led by a ScaleFocus Project Manager with extensive experience in managing the successful delivery of BI and DWH Platforms. ScaleFocus’ engineering team consisted of a Lead DWH/ETL/BI Consultant with huge expertise in OLTP and DWH/OLAP solutions and several very experienced DWH/ETL/BI Developers.

RESULTS & FEEDBACK

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

With the new solution implemented, we are now able to focus the work during the business analysis phase and consequently streamline our operational efficiency. Furthermore, we are now able to provide a new service to our clients. Thanks to which, they can now perform ad-hoc analytics by themselves and measure a variety of KPIs relevant to their individual case.

How effective was the workflow between your team and theirs?

The project workflow was characterized by excellent teamwork and cooperation. There were frequent meetings focused on the project details. They took place in a professional friendly environment, which facilitated the timely and meticulous definition of our requirements.

What did you find most impressive about this company?

I was most impressed by the exceptional expertise and delivery approach which the ScaleFocus team brought to the table. They were able to quickly grasp our needs and promptly adapt to the specifications. ScaleFocus’ professionalism lead to an efficient and agile workflow, which resulted in the project being delivered timely and with supreme quality.

Are there any areas for improvement?

I would have to say that the entire process went smoothly, without any complications whatsoever. All requirements and agreements were met accordingly by the ScaleFocus team.

BACKGROUND

Please describe your company and your position there.

I am Evtim Arsov and as Head of IT. I have lead operations and the digital transformation of the UPS InTime in Bulgaria for the past 19 years. I have always been passionate about streamlining business processes into simple and efficient IT solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

Scale Focus was selected to create a variety of technological solutions especially tailored for the needs of our company. We were experiencing severe problems with our legacy systems. They were operating at increasing costs while KPIs were not met. As a company which deals with transportation of items of various shapes, sizes and level of fragility, it was important for us to have a system which helps us take care of all aspects simultaneously. Hence, Scale Focus became our partner and stepped into this exciting project.

What were your goals for this project?

Ultimately, we were aiming at increasing our market share by extending our presence in the B2B and B2C segments. We wanted to enhance all our processes and interactions with key business customers. We targeted an improvement of the quality of courier services and customer satisfaction and loyalty. We realized that we would need a custom-made solution as we wanted to keep our designated business processes. We were also focused on automating our largest part of the shipment management process.

SOLUTION

How did you select this vendor?

We’ve had previous experience with software partners, who were not able to properly complete their assignments and did not understand our needs. Our team was looking for a solid partner which incorporates dedication and precision into their work. We researched various options, but eventually Scale Focus stood out as our premium choice. Despite being then recently established, Scale Focus demonstrated very effectively their aim for meticulousness.

While working with Scale Focus on the implementation of our core logistics ERP – Focus Courier, we witnessed the diligence, reliability and congruence of their team. Still we were also considering and vetting other vendors to make sure we make the most feasible decision for our business. As our research and vetting process was progressing and we came to choose between two options, Scale Focus was the definite leader in all fields.

Describe the project and the services they provided in detail.

Focus Courier is a system which integrates all front-office, back-office and logistics operations. It automates our core processes. The platform is web-based and automates the processing of bills, lading, tracking, invoicing and reporting of orders. Additionally, Focus Courier provides a generic web-services module and easily integrates with 3rd party software systems to streamline the overall business process within the organization. It supports interfacing portable devices like handhelds, smartphones and tablets for facilitating the mobile workforce.

“My InTime” is an interactive, flexible, b2b self-care portal which provides InTime’s services to end customers. It enables customers to book a courier, track packages, manage invoices and payments, generate bills of lading and also import orders from files generated by 3rd party systems. Scale Focus developed a custom solution to fit our needs. It is an end-to-end solution with audit and testing of the information security and IT infrastructure we are using for it including validation of procedures and control mechanisms related to data access, load testing, auditing of network security, penetration and vulnerability testing, procedures for change management, physical access and accident recovery.

Scale Focus also had the opportunity to supply In Time Ltd with high-tech professional and consulting services – including business analysis, technical analysis, documenting requirements, delivery, installation, putting hardware and system software into operation, project creation, modelling, development, integration and software testing, creation of project documentation, training and warranty and post-warranty support. When it came to the development of functionalities and their implementation, Scale Focus made sure that there are code reviews, status report preparation and test cases.

What was the team composition?

Through different stages of development the size varied, but always had a business analysts who were transforming our business needs to technical requirements and specifications. There was a team leader, software engineers and quality assurance team from Scale Focus. As we are into maintenance mode we have a team, focused on new functionality as well as a software support team. Scale Focus is also assisting us with the required software infrastructure in terms of monitoring, configurations and optimization.

RESULTS & FEEDBACK

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

We were very pleased with the result. As we deal exclusively with transportation, we value optimization and improved quantitative estimation as these affect directly us and our clients. After the introduction of Focus Courier, our yearly revenue increased by 14%. Moreover, both our employees and clients benefit from the new system which is user-friendly and ensures a pleasant experience.

Additionally, the deployment of MyInTime drastically increased customer satisfaction by introducing a number new features, improving existing ones and reducing the time and effort needed to book a courier. Internally it reduces the time needed to process orders which in term leads to reduced costs and better performance.

Furthermore, MyInTime was integrated with Focus Courier, which streamlines customer information and provides better overview and opportunity to analyze client behavior patterns in order to improve current services. Eventually, we were able to use a set of various solutions, integrated by Scale Focus with our core and b2b self-care platforms to drive our business forward. We optimized our human capacity as orders were automated. This allowed us to focus our employees on more high value added tasks.

How was project management arranged and how effective was it?

Scale Focus displayed high level of professionalism and effective style of work in management, delivery, integration and support of complex information systems. Scale Focus proved that the company has highly qualified professionals and a very competent managerial team, which took part in all phases of the project. Executive management attention was always there when needed in key milestones of the project, including consultancy for external than our relationship services.

Once we presented our idea and objectives to ScaleFocus, they started planning and executing immediately. They were constantly communicating how the project was developing throughout the different stages. We were able to coordinate our actions, and the final products have been working impeccably since day one.

What did you find most impressive about this company?

Our partnership with ScaleFocus dates back to the period when they were freshly founded. In spite of the being new in the field, their professionalism and attention to detail were on a premium level. They managed to see all potential hurdles along the line of the development process and act accordingly so that we overcome them efficiently. They also finalized their tasks in a timely, concise and competent manner.

After the successful completion of this project, Scale Focus became a preferred and long-term partner in the field of development, delivery and support of software systems and customized IT solutions.

Are there any areas for improvement?

The project was executed using a conservative plan-driven (waterfall) methodology. Although this gave us ease in overall budget planning and expenditure control we had to sacrifice agility in the overall scope. Especially during the first phases of execution it would have been better for both sides to test a more iterative development approach.

Thankfully our team and the project team of Scale Focus were able to transition from a plan driven to a full agile delivery process in the after the release of the first version of the system. Thanks to this we are now able to enhance the system and implement new features and functionality much faster than before.

Additionally, I would have given more stress on mutually defining KPIs to meet together. KPIs, which are crucial to our business and which can be correlated to changes in our systems. This, however, comes with trust, which we have now built, but as a new relationship could not afford based on previous engagements we’ve had with others.

BACKGROUND

Please describe your company and your position there.

I’m a director of the project management office at Belmond Ltd, which was acquired by LVMH Moët Hennessy Louis Vuitton in 2018. 

We are a leisure company operating luxury hotels, train services, and river cruises around the world. In my role, I’m responsible for the global management of projects from all functional divisions, and I also provide strategic support to the COO. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

We brought on ScaleFocus to implement a Data Warehouse (DWH) to facilitate our global reporting with a focus on customer analytics. In preparation for integration to the DWH, we wanted to restructure our existing systems. Before delivering the solution, the team would execute a Technical and Business Analysis (TBA) to shape the scope of the DWH.

What were your goals for this project?

We wanted to establish a robust DWH platform that would enable global reporting. The accurate output analysis would aid efficiency in our customer and operational processes. We also had a goal of modernizing our approaches to meet industry trends, preparing our company for future challenges of understanding customers through data.

SOLUTION

How did you select this vendor?

An IT industry peer recommended Belmond to one of our IT managers. After evaluating them and other vendors, we had the most confidence in ScaleFocus’ expertise, cultural alignment, case studies, and overall approach.

Describe the project in detail.

ScaleFocus’ consultants implemented a comprehensive TBA to understand what needed to be built into the DWH and which resources would be required. They helped turn our goals and strategy into a coherent set of requirements. Then, they worked closely with our team to implement the DWH.

Before integrating the DWH with customer-related systems, they prepared the data models and the extract, transform, and load system for customer-related information (e.g. account, product, and booking data). Within the initial four sprints, they implemented the integration. ScaleFocus also delivered a web portal for the manual import of other required data.

Currently, we maintain a monthly subscription to a package of services from ScaleFocus related to the DWH.

What was the team composition?

Depending on the phase, the team number ranges between 2–6 specialists. Their positions are business analyst, DevOps engineer, DWH engineer, project manager, and technical consultant.

RESULTS & FEEDBACK

How effective was the workflow between your team and theirs?

The ScaleFocus team bridged our professional and technological goals by developing a comprehensive understanding of our needs. They delivered a high-quality solution while conforming to the schedule and budget. 

Using an agile methodology for project management, they lowered our business risk to a minimum. The plan called for deliverables within a fixed timeline and budget. They maintained a fixed-agile scope, where the scope is fixed for each sprint but can vary depending on discussions between parties.

The team has maintained timely, transparent communication. We’ve stayed in touch on a daily or weekly basis, clarifying requirements as needed. They always provide early feedback on any topic we discuss.

What did you find most impressive about this company?

Working with the team members has been a fun, energizing experience. I was really impressed by their determination to deliver tangible results while adhering to our specific needs. They dedicated time and effort into understanding our business vision. 

Are there any areas for improvement?

We are happy with their services, and we may collaborate with them again in the future.

BACKGROUND

Please describe your company and your position there.

I am the quality assurance and release manager at thebigword. We’re one of the largest and fastest-growing translation and interpretation companies.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

We needed a modernized system to innovate our existing translation management platform. We decided to undergo a digital transformation initiative with a superior technology solution in order to facilitate our strong business expansion. We quickly grew our customer base and as a result, new functionalities were needed to fit the new requirements.

What were your goals for this project?

We wanted to build a team of over 30 specialists in a month.

SOLUTION

How did you select this vendor?

We already had a small office in Bulgaria, so we explored engaging with local suppliers and ScaleFocus just worked out.

Describe the project and the services they provided in detail.

Their teams were involved in the complete and ongoing frontend and backend development and customization of our Interpreter Management System (IMS). Moreover, ScaleFocus was responsible for the development of both iOS and Android mobile applications.

The new features and mobile extensions turned the IMS into an omni-channel user-friendly solution that provides reliable UX at all times. The modernized IMS empowers seamless collaboration between our customers and interpreters worldwide. The system enables comprehensive management and control of face-to-face interpreting services through its operational portal, client portal, interpreter portal, and Android and iOS mobile applications.

The system provides a tailored booking experience and allows our customers to search for interpreters based on their preferences and quickly view or edit bookings, using search criteria. Security and user permissions are based on roles and protect our clients with secure authenticated access that can be audited within the system. Our users can take advantage of interactive dashboards, online messaging, automated sourcing and match features.

What was the team composition?

We initially worked in three scrum teams, gradually increasing the engagement and reaching a team of 32 software engineers from ScaleFocus, grouped into seven scrum teams. Each team was composed of three to five software engineers and each team had one team lead and one quality engineer.

A senior business analyst on their team was actively involved in defining the requirements and design of the functionalities of the system. They also had a project manager, responsible for the reporting and the overall project execution.

RESULTS & FEEDBACK

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

This project marked the biggest milestone in the history of our firm. It was the foundation of sustainable long-term partnerships with our clients, and it established us as not only one of the largest language service providers in the world but one of the fastest-growing.

Moreover, it enhanced our reputation internationally, and it strengthened our credibility, both with the thousands of commercial partners we already worked with and those we were still targeting. This solution gives us the resources and momentum we need to keep pushing ourselves to new heights.

How was project management arranged and how effective was it?

Their team was ready to address our requests at any time. Both parties were involved in close collaboration every day. We scheduled daily video conference calls and weekly team lead scrum meetings. They were agile and committed to providing an outstanding level of professionalism. Their business analyst helped us with defining important project details and improving the collaboration between the teams in the UK and Bulgaria.

What did you find most impressive about this company?

I was so impressed by how much they pulled together and their ability to deal with a range of challenging issues in a timely manner. Their go-the-extra-mile attitude for this specific project was amazing. They’re committed to innovating and providing services at the highest level.

Are there any areas for improvement?

No, we’re very satisfied.

BACKGROUND

Please describe your company and your position there.

Motivforce is a loyalty marketing business. We focus on understanding behaviors that drive loyalty and engagement in B2B loyalty marketing. We develop bespoke customer loyalty, performance improvement and employee incentive programs to produce sustainable ROI to clients’ businesses. I’m the CEO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

We found it a challenge to maintain a live marketing incentive platform, that has constantly growing customer demand, without documentation and best practices to follow. We had been looking for a new consultant, but it was taking us months to find, onboard and train someone to work on our development projects so we looked elsewhere. During the initial meetings with ScaleFocus’ team, we were also challenged with our public hosting cloud, Rackspace.

What were your goals for this project?

To migrate our whole marketing platform to AWS, divided into three initial phases. ScaleFocus was tasked to provide highly qualified and experienced specialists to help us prepare for this business-critical migration.

SOLUTION

How did you select this vendor?

We searched on Google for IT outsourcing and narrowed down our selection based on cost, expertise, proven track record, and location. We wanted a partner who could address our need and support us with the necessary know-how, which led us to ScaleFocus.

Describe the project in detail.

They assisted with modification of the platform’s frontend elements and customized our product based on an open source CMS. They also helped our team with the interpretation of our PHP source code, which had been previously developed and implemented by another vendor. They work with technologies and software languages such as Umbraco, ASP.Net MVC, SQL Server, JavaScript, CSS, HTML, and C#.

What was the team composition?

Initially, we started with two IT engineers, and now have a team of four experts working in data management and software implementation for .NET and PHP.

RESULTS & FEEDBACK

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

Our experience is very positive. I’m happy with their overall performance and the results they brought—if I had to make my choice again, they would still be my top pick. Working with them is particularly fulfilling due to their high level of professionalism, open communication, and excellent agility and adaptability. Motivforce would never compromise with something less. They were able to orientate in our complex platform environment relatively quickly by always asking the right questions.

With their help, we managed to achieve a great distributed delivery partnership. Bridging the technology skills of the external team and our internal specific know-how was a winning engagement strategy.

How was project management arranged and how effective was it?

They are dedicated technology specialists with considerable professional experience. Their employees joined multiple engineering teams, covering domains that required an essential, premium contribution. They perform with passion, excellence and a tremendous level of engagement.

The workflow between all teams is fulfilling. There are regular ups and downs, but through open communication, we’ve always managed to continue stronger together. Everything we expected is delivered on time, with high quality.

What did you find most impressive about this company?

Their ability to engage a team of excellent professionals in such a short period was impressive. My colleagues and I can focus on our current crucial business relationships, while they take care of the platform’s maintenance, feature implementation, and cloud migration. We’re a global company and also enjoyed their culture and methodology of remote delivery combined from two locations—Sofia and Plovdiv.

Are there any areas for improvement?

The knowledge gained can be used as a foundation of supporting us into our cloud migration journey and future software development.

BACKGROUND

Please describe your company and your position there.

Winterthur Instruments AG is a dynamic, fast-growing company. I'm the head of software. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

We needed support for our primary R&D effort. Our team continuously experiments and improves the product, and we needed support.

What were your goals for this project?

We wanted to implement the software and the graphical user interface (GUI) with certain platform specifics. Our general goal was to deliver top-notch support to our solution.

SOLUTION

How did you select this vendor?

We wanted to invest in a reliable partner whose specialists understood our business.

Describe the project and the services they provided in detail.

Their R&D consultant and embedded systems specialist dedicated two weeks to supporting our technology team. He guided us every step of the way, researching and proposing new technologies. He also monitored the hardware activation and software solution. He had expertise in various technologies and software languages, including Embedded Systems, Qt, C/C++, Serial Peripheral Interface, Linux Embedded, Cross Compilers, and Yocto Toolchain. We also collaborated further to improve and fine-tune the solution. 

What was the team composition?

We worked only with our consultant to streamline communication and achieve a seamless workflow.

RESULTS & FEEDBACK

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

We implemented the software, the graphical UI, and the exclusive Linux driver patch on time. These systems controlled industrial processes, quality testing, and reference measurements. This helped our customers save production time and helped us standardize our quality control.

How was project management arranged and how effective was it?

Our consultant was a member of our professional family who helped improve our product.

What did you find most impressive about this company?

We were absolutely thankful for our great collaboration with ScaleFocus.

Are there any areas for improvement?

There was very little to improve.

BACKGROUND

Please describe your company and your position there.

The Embassy of Bulgaria in the UK represents one of the largest Bulgarian communities abroad. Established in 1903, it promotes collaboration between the two countries and helps the Bulgarian citizens keep their connection with the homeland. I’m the minister for trade and investment in charge of boosting economic and commercial relations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

Our mission is to present Bulgaria and its community in the UK in the best way possible. Our old IT infrastructure and website were failing to deliver the right online image for such an institution. Sections were confusing in terms of UI/UX experience, there was overlap in the content, and it was an overall challenge to navigate.

We’d also have problems such as the website going down or being difficult to update, as well as traffic overloads, which is why we needed to hire someone to help us update everything.

What were your goals for this project?

We wanted to modernize our website in order to be able to provide secure services to our users 24/7, which not only consist of Bulgarians but also investors, partners, etc., interested in Bulgaria as a strategic location. Our goal was to fully digitalize the experience for all the users who needed our collaboration, providing quick and proper access, easy navigation, a fast service, and more.

SOLUTION

How did you select this vendor?

We were impressed by how ScaleFocus’ team transformed the online presence of the Bulgarian Embassy in the US and decided to entrust them the transformation of our online presence as well.

Describe the project in detail.

ScaleFocus helped us set up the IT infrastructure to keep our online presence at the highest standard. Their team transformed our website into a reliable and mobile-friendly portal according to our needs, using the latest technology and design imperatives for our purposes.

Their team reorganized the entire structure in order to address our main pain points. We’re now capable of providing a much better UX to all the citizens, investors, and partners that need our assistance and collaboration. ScaleFocus currently provides support and is responsible for handling the respective technology updates of the online platform.

What was the team composition?

ScaleFocus’ dedicated team consisted of three consultants. They currently provide support and managed services.

RESULTS & FEEDBACK

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

We’ve already received numerous positive comments by citizens who are in regular need of information. The time spent on the website increased by almost 60% in just a couple of weeks after the launch of the new platform. Moreover, since most of the users are using a mobile device, improving the mobile experience was of utmost importance. We've mitigated the risk of system failures and can always count on their support in case of technical issues. In a nutshell, their managed IT services empowered us to be of better help.

How effective was the workflow between your team and theirs?

The communication between both parties has been smooth and effective from the very beginning of the project. We have one person as a single-point-of-contact who deals with their entire team.

What did you find most impressive about this company?

ScaleFocus provided brilliant support in identifying and formulating everything according to our needs. I was amazed at how fast we saw the positive impact of their services. Their team exceeds expectations by always trying to deliver outstanding solutions for the specific needs we have and by continuing to maintain our very beneficial relationship.

Are there any areas for improvement?

I believe there are always areas for improvement. From my experience with ScaleFocus, I have no doubts that their team is striving for excellence all the time and is looking for such opportunities.

BACKGROUND

Please describe your company and your position there.

UPC is the largest cable network operator in Switzerland. Nearly 1.5 million customers place their trust in our various products for television, Internet, telephony, and mobile services. Since late 2014, UPC has offered their customers Switzerland’s biggest free Wi-Fi network, giving them the opportunity to browse the web at around 500,000 locations in the country and over six million in Europe free of charge.

I’m the digital marketing manager of the company. With my expertise and innovative and energetic personality, I’m constantly open to give my best to UPC next-level digital world.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ScaleFocus?

UPC’s B2B marketing unit is pushing hard to update and transform the digital B2B portal to make its service offerings more transparent and easy to navigate for the different target groups. Our company needed a mature and reliable partner to escape quality degradation and the poor timeline execution issues we faced with freelance and other partners regarding the digital B2B portal.

What were your goals for this project?

One of the key requirements that UPC looked for in the new partner was the ability to steer delivery output instead of delivery capacity and bring in fresh ideas, UI/UX best practices, and telecommunications domain expertise.

SOLUTION

How did you select this vendor?

ScaleFocus was chosen as a partner for this initiative because they were a perfect match for the above-stated requirements.

Describe the project and the services they provided in detail.

To begin, ScaleFocus’ team visited the UPC premises in Zurich to set up the project, meet the key stakeholders, and discuss business requirements and the roadmap for 2017 and beyond.

ScaleFocus was tasked with transforming the frontend for UPC Switzerland’s entire B2B portfolio. They worked with an agile methodology and quick release cycles, so we had something to implement every week. This also facilitated early user feedback and continuous QA.

The solution is based on top-notch UX practices, particularly regarding the content, structure, and flow of the main page and all sub-pages, the main and sub-navigations, and product categories and product detail pages. ScaleFocus’ experts work with technologies and software languages such as Adobe Experience Manager, HTML5, CSS2, CCS3, jQuery, JavaScript.

What was the team composition?

At the heart of the team is a project manager that’s also a senior UI/UX consultant, who acts as a single point of contact for all UPC stakeholders. She covers multiple roles from taking care of overall engagement supervision, main communication, escalation channels, and key knowledge build-up of the ScaleFocus team by regularly visiting stakeholders at UPC premises. She also manages the backlog and acts as the lead developer of the team.

Other team members include a UI/UX designer as well as QA specialists that perform early design test cases and validate functionalities before user acceptance testing. Also, part of their work includes end-to-end testing against functional and business requirements specifications.

RESULTS & FEEDBACK

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

ScaleFocus’ work did accelerate our scope analysis validation process and the prioritization of our requirements, leading to faster release cycles, early feedback, improvements, and pivots in the newly implemented digital assets. Also, by providing a dedicated team, ScaleFocus’ specialists can provide flexible budgeting for UPC.

How was project management arranged and how effective was it?

Thanks to ScaleFocus’ experience in delivering advanced nearshore services and managing such engagements, we were able to quickly gain velocity and build a distributed team comprised of UPC and ScaleFocus members. Communication is always direct and open, which helps us quickly build trust and cooperation on both sides.

What did you find most impressive about this company?

Their developers and designers demonstrated an outstanding level of professionalism and in-depth knowledge of UI/UX development. We’ve had a positive experience of working with ScaleFocus’ team. Professionalism and outstanding results are intrinsic parts of their performance.

Are there any areas for improvement?

We’re very happy with the entire engagement. Their team in Bulgaria has shown to us that the work ethic there is probably the closest one to Switzerland when comparing to other nearshore destinations like Portugal or Poland.