SiteCare

BACKGROUND

Please describe your company and position.

I am the CEO of Evolve180 Weight Loss

Describe what your company does in a single sentence.

Health, weight loss & wellness services

OPPORTUNITY / CHALLENGE

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

• Website hosting with high-quality maintenance

SOLUTION

How did you find SiteCare?

Online Search

Why did you select SiteCare over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from SiteCare were assigned to this project?

2-5 Employees

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

Host our wordpress website, and provide high-quality monitoring, maintenance & uptime as well as occasional hourly website project assistance

RESULTS & FEEDBACK

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

Website experienced zero downtime and was fully updated (including backups of site for testing before installing updated plugins) while hosted with SiteCare.

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

I could email support any time. I also was assigned one person who was my account manager. Managers would occasionally be swapped out but they were all high-quality and knowledgable resources, and they ensured any inquires or issues were handled or responded to by the team very promptly.

What was your primary form of communication with SiteCare?

Email or Messaging App

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

I felt like my account managers had a good grasp on who my small business was, and what we might need. Their customer support was very prompt. In times when I needed help with something urgent, they were quick to respond and kept me updated at every step. Also, they were flexible and always tried to give me the best value for what I was paying for monthly maintenance and hosting.

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

I didn't end up needing quite the robust package I originally purchased. Over time I regretted the commitment to the higher level, but was in a contract. I would've really appreciated someone evaluating what I was paying for, what I was actually using, and offering to downgrade or upgrade my package to match. I've had companies do this before, and it inspires great trust and loyalty. I think for very small businesses this would be a great way to help them with efficient cashflow management.

BACKGROUND

Please describe your company and your position there.

I’m a Business Relationship Developer who also oversees the sales and marketing strategies. We provide financing for tech-based projects such as hardware, software, equipment and services for any company looking to grow and expand.

OPPORTUNITY / CHALLENGE

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

We were having issues with sending quality emails that wouldn’t get flagged as spam to our audience in order to generate leads, therefore, we needed a professional email marketing company that could deliver the right message and elicit a response that could lead to a conversation.

SOLUTION

How did you select this vendor and what were the deciding factors?

After having multiple meetings with several other companies SiteCare stood out for being the one with a team with the right expertise to fulfill our needs and our expectations perfectly aligned with what they had to offer.

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

Initially, we had a discovery meeting where we shared who we were and how exactly we position ourselves in the market. They enquired about who our main competitors were and also asked us to provide a list of companies we feel proud to have worked with in order to have a clear understanding of our ideal customer. We discussed and defined all the elements that made us different and how to portray it the proper way in an email campaign, ultimately the goal we set was to receive an average of one reply per day. She shared all our existing messaging, content and material, along with the email accounts we wanted them to use.

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

We’ve worked with Asta Geldenhuys, Senior Email Marketing Specialist and Jason Bagley, VP of Digital Strategy. All were extremely knowledgeable and professional.

RESULTS & FEEDBACK

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

Our email open rate skyrocketed to almost 50% and our deliverability surpassed 90%. We haven’t yet achieved our goal of one reply per day.

How effective was the workflow between your team and theirs?

The project timelines were followed with precision, they’re easy to communicate with through email our scheduling a call. They also send a weekly report with the campaign overview and highlight any important detail that needs to be known.

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

As opposed to other companies we spoke with. Their focus is on practical results instead of volume or metrics, which impresses me the most.

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

Our email bounce rate can improve, and the email platform they use present issues including the previous threat when a follow-up email is sent in a sequence, making people confused about the context of the conversation.

BACKGROUND

Please describe your company and your position there.

I am a Marketing Coordinator at an Elearning Design and Content Development company. We develop custom online education content and technology that maximises learning impact and serves the missions of our partner institutions, foundations, and clients.

OPPORTUNITY / CHALLENGE

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

We were looking to further market our company's services through B2B Campaigns with the goal of connecting with decision-makers at various tertiary institutions, corporate companies, and NPOs.

SOLUTION

How did you select this vendor and what were the deciding factors?

SiteCare had a good reputation and once we met with them we developed a relationship quickly and found that they understood our needs.

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

Firstly, we found leads to include in the campaigns and then worked on co-developing messaging sequences to send to these leads. These leads on sequences were uploaded to Milkshake where the emails of 2 employees from our company were used to send out the campaign emails.

Since then, new campaigns and their associated/relevant messaging have been started. We have a variety of email campaigns running at once. Key deliverables are they consistent sending out of emails, uploading of new leads when provided, and sending through weekly statistics and monthly campaign review.

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

We mainly work with a Senior Email Marketing Specialist with the occasional input from the VP of Digital Strategy. There are also copywriters who assist with creating the messaging for the B2B campaigns.

RESULTS & FEEDBACK

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

Deliverables have always been met and we have been impressed with the feedback provided by SiteCare. We can sometimes ask for a lot and be quite hands-on, but they appreciate this approach and welcome our feedback and direction as well.

How effective was the workflow between your team and theirs?

The workflow has been fantastic! Deliverables and changes are actioned quickly and efficiently.

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

We have built a great relationship with SiteCare and I am constantly impressed with their quick response times, in-depth feedback, and ability to make swift changes. Our B2B campaigns are almost always running smoothly.

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

I would say the one thing they could do is provide more info on the timing of sending campaigns to businesses/institutions in various industries. I.e., which time period/months of the year would it be best to send emails out to academic institutions to ensure a high response rate?

BACKGROUND

Please describe your company and your position there.

I'm the founder of a food blog, specializing in recipes, product reviews and reviews for online sourcing of delivery meats.

OPPORTUNITY / CHALLENGE

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

SiteCare was hired to handle the ongoing routine maintenance of wordpress site, security, and more importantly SEO improvement efforts. The goal is to continue to build and maintain a growing blog, increase site visitors, and implement strategic site redesigns for better UX, in a very competitive space.

SOLUTION

How did you select this vendor and what were the deciding factors?

A google search produces hundreds of results for companies that do this sort of thing. The same 3-4 were in all of the "top ten" lists for this service. I reached out to a few, and after some careful consideration I chose SiteCare for their experience, willingness to talk though my goals, and turn around time for requests. From a cost perspective, most of these companies are in the same ballpark so cost was not a factor for me.

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

Conduct a site audit to identify short and long term goals for SEO improvement. Conduct speed tests to ensure proper site hosting was taking place. The key deliverable was a user friendly site that reduces bounce rate and increased site visits in order to share my passion with others.

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

My main point of contact is the VP of operations. He and three other team members (SEO specialist and tech experts) are in routine contact with me.

RESULTS & FEEDBACK

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

Promised site redesigns have been implemented on budget and ahead of schedule. Site traffic is increasing and site optimization has increased site speed considerably.

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

Communication is ongoing and I've never had to wait more than a few hours for a response to a question. Most generally, within an hour of a question I am acknowledged and given a timeframe when the question will be answered - so i know someone is working on it. My main point of contact, Justin, is a proactive communicator and has a passion for what he does and for customer success.

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

First, their knowledge of the space. Many people claim to know SEO (i've spent thousands on it over the years with little to no results) but these folks actually get it and don't mind explaining the why and when of the plan. I've found SEO to be nothing but smoke and mirrors over the years, that's not the case here; real transparency.

Next, the communication is consistent and I never have to wonder what's going on. The team I work with is thoughtful in their approach to problem solving and often times instead of just an email response, I'll actually get a video showing me step by step what I need to do. It's been an overwhelmingly positive experience.

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

At this point, I haven't experienced any areas that need to be improved. Not to say they're aren't any, but I've certainly not experienced any to day. As things are now, I plan to be a client for the foreseeable future.

BACKGROUND

Please describe your company and your position there.

I'm the owner and founder of An Italian in my Kitchen.

OPPORTUNITY / CHALLENGE

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

I originally hired SiteCare for a SEO Site Audit, I was really happy with this so I signed on for them to take care of the service and maintenance of my site and to help with optimizing SEO.

SOLUTION

How did you select this vendor and what were the deciding factors?

I discovered them from working with another Food Blogger.

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

The SEO audit was very in depth and was so much better than other audits I have done. I am very happy with the work they have done so far and the zoom meetings are so helpful, everything is clear and well explained.

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

Ryan, Justin, Gus, and James.

RESULTS & FEEDBACK

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

I have noticed my traffic growing and I am sure it will continue to grow.

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

We communicate via email, zoom and monthly reports.

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

I find them extremely friendly and they are always ready to help me with any question or problem I may have. They have amazing ideas for the site and I am looking forward to continuing on this path with them.

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

As far as I am concerned, no, I am happy with everything they have done and have plans to do. Thanks.

BACKGROUND

Please describe your company and your position there.

I am the founder and director of Beyond Binary, a company that focuses on delivering online and face-to-face training solutions for companies seeking to improve the digital literacy and capability of senior executives.

OPPORTUNITY / CHALLENGE

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

Despite my background in digital marketing, specialist email marketing isn't my forte. I wanted to work with a team that combined deep subject matter expertise, insight into my business, and great service to dramatically improve our lead generation strategy.

SOLUTION

How did you select this vendor and what were the deciding factors?

SiteCare came highly recommended by more than one reputable source in my network.

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

Fortunately, we were working with a clean slate, building new campaigns for new products with a relatively fresh bank of prospects. SiteCare have walked me through the complexity of optimising my databases, designing campaign journeys, and more

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

I've worked with a project manager and a lead digital strategist.

RESULTS & FEEDBACK

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

We are still in the early stages of our journey, but the results in terms of industry benchmarks and our campaign objectives are within expectations.

How effective was the workflow between your team and theirs?

The SiteCare team have a crystal clear campaign management process. They have been very helpful from the get-go, effectively using collaborative tools and documents to manage the process and keep me accountable for my deliverables.

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

Their subject matter expertise and efficiency are impressive.

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

None that I can think of at this early stage.

BACKGROUND

Introduce your business and what you do there.

I work for BODYARMOR, a beverage company that provides sports drinks in the US. I lead all of our digital activation programs in local shops and regional media. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SiteCare? 

SiteCare provides us with website development, promotional, and day-to-day support services.

SOLUTION

What was the scope of their involvement?

On a daily basis, SiteCare works on the maintenance of our WordPress website, including those related to product updates, images, and videos. They make sure that the website is up to date with licenses while also incorporating our marketing activities on our website. 

For projects, the SiteCare team does a few different things for us throughout the year depending on our product initiatives. Sometimes, they put up promotional websites or work on new campaigns. Other times, they do translations for the website. Most of the time, however, they provide copy, images, and videos or create digital experiences based on what we’re trying to accomplish. 

What is the team composition? 

The team composition varies, but we typically work with 2–3 people that oversee our account. Other people in the team help us with the maintenance aspects of the engagement. Sometimes, we also engage with their finance team when it comes to billings. 

How did you come to work with SiteCare?

SiteCare bought a company that was working closely with us. Meanwhile, we were searching for a firm that was quick and nimble; they should also be efficient when it comes to costs. In the end, we found SiteCare to be a good fit for us. When we approached them, we worked quickly on our end of the business, and they responded fast and kept up with our changes. There wasn’t a lot of back and forth; they simply told us how they could accomplish the job and told us what budget they needed. As a result, we decided to work together. 

How much have you invested with them?

We’ve spent over $100,000. 

What is the status of this engagement?

We started working with them around March 2020, and the partnership is ongoing. 

RESULTS & FEEDBACK

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

Rather than focusing on quality, we focus on whether they can get things done; we’ve had no headaches with SiteCare. We have all the confidence in the world that they get things done and do them correctly. Overall, we’re truly happy with them. 

How did SiteCare perform from a project management standpoint?

SiteCare’s turnaround times are quick compared to the other agencies we’ve tried. They always set expectations around timing, and they always hit them on time if not earlier. The team also quickly addresses issues as quickly as possible. 

To communicate, we use emails because it’s the easiest way to start a conversation with them. Sometimes, we jump on calls to walk through some of the projects we have. 

What did you find most impressive about them?

SiteCare is efficient and quick.

Are there any areas they could improve?

No, there aren’t any.

Do you have any advice for potential customers?

Be upfront with what you want to do and accomplish. Then, let SiteCare come up with their feedback and cost estimates. Look at their timing and creative assets, and then be clear on your expectations of what they should deliver. 

BACKGROUND

Introduce your business and what you do there.

I’m the CIO for an educational service agency in Pennsylvania. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SiteCare?

We hired SiteCare to provide hosting services and first-tier support for our WordPress websites. Our team also needed them to do website development in case we needed additional staff for our customers. 

SOLUTION

What was the scope of their involvement?

In our business, if our customer wants to redesign their entire website and we’re short-staffed, SiteCare helps us. Instead of telling the customer that we can’t do it, we work with SiteCare resources to get the job done. We provide them all the necessary information related to the whole scope of the project. The team then helps us put that information on our design and development screens. Collectively, their staff and our team work with the customer to ensure that we provide them with the template for the look and feel of the website. 

In terms of documentation, SiteCare has access to the target websites, and we can see where they are. We work collaboratively to put together designs and analyses. Then, we present them to the customers to make sure we meet their requirements. The SiteCare team then makes any tweaks or adjustments that the clients request. 

All the websites we have with SiteCare right now are on WordPress, and their team provides the hosting environment, which is based on the AWS infrastructure. The team also provides any support necessary, especially since WordPress has frequent updates and multiple plug-ins; the team makes sure that the plug-ins are kept up to date. On top of that, they also ensure the sites have appropriate firewall protections to prevent people from injecting malware into them. If something doesn’t work, we work with them to resolve whatever the issue is. At present, we’re in the process of pushing the rest of our remaining websites to their environment.

What is the team composition?

Typically, we work with 1–2 people from their team, including a project lead. 

How did you come to work with SiteCare?

We talked to organizations that had similar ventures to us, and we asked them how they handled WordPress support as the number of their customers grew. At that time, we wanted a partner that was cost-effective but delivered quality service and a stable hosting environment. For context, the support services of our previous vendor weren't good, and their hosting environment was unstable. As a result, our search was for someone who could provide better at a reasonable cost. That was why we hired SiteCare. 

How much have you invested with them?

We’ve spent somewhere in the neighborhood of $50,000. 

What is the status of this engagement?

We started the partnership in April 2018, and it’s ongoing. 

RESULTS & FEEDBACK

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

Since we’ve hosted with SiteCare, our uptime has been 99.999%. The time it takes for them to respond to tickets is usually less than 15 minutes. When the issue is critical, their response is almost instantaneous. 

How did SiteCare perform from a project management standpoint?

SiteCare manages the projects well. The team is highly responsive and creative; they provide useful insights that help us improve upon initial requests.

To communicate, we typically use emails when we’re starting a project, though they do have a hotline we can call for support. Sometimes, our emails turn into conference calls. 

What did you find most impressive about them?

SiteCare provides great customer support. 

Are there any areas they could improve?

They can improve if they can provide 24/7 phone support. Other customers prefer to talk because it gives them peace of mind when somebody owns up to problems through a phone call. For comparison, when they receive emails, they feel that it’s a generic support response. 

Do you have any advice for potential customers?

Talk to SiteCare. Ask questions, and make sure you understand all the services that they provide. For example, they do things for us that are normally broken down into 2–3 different expenses. In our case, they’re all in one package. In other words, you must understand the breadth and depth of their services to maximize them. You can do that by simply asking questions and talking to them. 

BACKGROUND

Please describe your company and your position there.

I'm the owner of a gluten free recipes blog.

OPPORTUNITY / CHALLENGE

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

My blog had lost about 65% of its organic search traffic because of a botched migration to a new web host. I hired SiteCare to help fix the problem, and then to advise me going forward as I redesigned my website without incident.

SOLUTION

How did you select this vendor and what were the deciding factors?

I was looking for immediate support, but had been searching for ongoing WordPress support without luck for a long time. I read online reviews, and then took a chance.

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

It's all WordPress support, plus SEO best practices (using Alexa, ahrefs).

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

Ryan Sullivan is my ongoing contact. There are developers who have also worked on technical issues that are particular to a food blog, but I don't know more about them since it's all filtered through Ryan.

RESULTS & FEEDBACK

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

Since I began working with SiteCare in a moment of crisis, where the foundation of my business was in jeopardy, I was first looking for an immediate cure—and then ongoing visibility. I got both, in spades.

How effective was the workflow between your team and theirs?

My team is only me, really, and I deal directly with Ryan. He's always very responsive.

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

They're a comprehensive resource for a high-volume recipe blogger like me. Unlike most other monthly blogger technical resources I know of, they have a comprehensive team. I don't worry that they won't have bandwidth to handle my issue, whatever arises.

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

I wish I had a bit more visibility about what my monthly retainer covers, and what it doesn't. That's been mostly ad-hoc. That's really it, though. All services have been top notch.

BACKGROUND

Please describe your company and your position there.

I'm Vice President of The Aji Network. We offer online educational programs for ambitious businesspeople who are serious about doubling their productivity, value and income to care for their spouse and children now and throughout 25+ years of old age in retirement.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SiteCare?

We built an entirely new website and learning management system with full ecommerce capabilities in WordPress. Given the complexity of the system and the consequences to us and our students if something went wrong, we needed expert, reliable and thoughtful support.

SOLUTION

How did you select this vendor and what were the deciding factors?

I conducted extensive research on WordPress support providers knowing that our new site had to be kept up-to-date and couldn't fail to deliver. Many of the providers I found offered low-cost "packaged" support options that I knew wouldn't work for us. SiteCare made the most comprehensive offer; not only would they maintain and update our site, they would help us continually improve it.

Describe the project in detail and walk through the stages of the project.

SiteCare took over our WP site from the original site builders. They had to quickly familiarize themselves with the WP themes, plugins and add ons we were using, and why. This last part, the "why", is why I chose to work with them. Prior to our engagement, they conducted a thorough assessment of our site and made their proposal based on our specific requirements.

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

Our primary contacts at SiteCare are the Vice President and the Client Services Manager who work with a team of developers.

RESULTS & FEEDBACK

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

The team at SiteCare has been invaluable. Because of them, we have a site that is exactly what we needed; reliable, flexible, easy to use and always being improved. We continue to work with them because they are extremely good at what they do.

How effective was the workflow between your team and theirs?

Communicating with the team at SiteCare is very easy. We do everything through email. They are extremely responsive to support requests, often times exceeding their promised response time. Every request we make of them is followed up with an explanation of the work they will do to fulfill along with a quote for the cost. We accept the quote. They get the work done.

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

I have been most impressed with the SiteCare team's knowledge and thoughtfulness. They aren't just doing tasks or doing what we ask. If they have a better idea or solution, they let us know and we most always accept! Every request we make of them is followed up with an explanation of the work they will do to fulfill along with a quote for the cost. We accept the quote. They get the work done. They make sure everything works.

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

Nothing comes to mind.