SkillRev

BACKGROUND

Please describe your company and position.

I am the General Manager of USIP Communications

Describe what your company does in a single sentence.

USIP Communications bundles internet, voice, and support services for the small and midsized business market with 24/7/365 US-based support.

OPPORTUNITY / CHALLENGE

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

• Build a custom customer portal
• Build a new e-store for our hosted VoIP product offer
• Develop and manage custom integrations between our CRM, customer portal, e-store and billing platforms

SOLUTION

How did you find SkillRev?

Referral

Why did you select SkillRev over others?

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

How many teammates from SkillRev were assigned to this project?

2-5 Employees

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

We needed a dev team to build a custom customer portal in which our customers could access and manage key data on their account, business locations, pending and signed sales orders, installs, active and canceled service, and support tickets.

Key Deliverables

• Pre-defined Super Admin, Customer Admin, and Customer Standard User permissions, customizable by admin users.
• User management section for Customer Admins to manage their users and permissions.
• Dashboard reports displaying count of open tickets, installs, and sales orders that take the user directly to the data when clicked.
• Filterable and searchable list view and detail pages for all account, location, sales order, install, owned product, and support ticket records.
• API Integration with billing and CRM systems
• Submit new support tickets from the dashboard or from a specific product record
• Send and receive notes on support tickets real-time, email notifications for new notes and support ticket status changes.
• Quick links section with links to other sites often used by our customers.

RESULTS & FEEDBACK

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

Phase 1 of our customer portal development was a success as all deliverables of phase 1 were met by the project deadline and we were able to launch the portal to our top customers when they needed it most. Minimal issues have been submitted by our customers, and when they arise the team resolves within a few hours. Any feature requests have been efficiently documented, prioritized, developed, tested and launched in releases over the past year. The team has been extremely easy to work with due to their excellent communication. 

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

The project was managed very well, with excellent communication and quick responses. Tasks were documented and assigned well to avoid instances of missed deadlines. As our needs shifted throughout the project, the team was open and honest about how the changes will affect the project timeline. 

What was your primary form of communication with SkillRev?

• Virtual Meeting
• Email or Messaging App

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

I think that the most impressive thing about SkillRev is the quality of work they provide at the price point. Our team cares deeply about not only building the application, but building it in the most sustainable manner to simplify maintenance and expansion.

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

Not at all, I've loved working with this team since day one and plan to keep working with them on many future projects.