TELUS Digital

BACKGROUND

Introduce your business and what you do there.

I'm the former CRO of a company that provides managed IT services, cybersecurity, cloud solutions, and compliance support to help SMBs enhance digital capabilities and gain a competitive edge.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TELUS Digital?

We were looking for an expert in the HubSpot ecosystem that could help us get full utilization of the tool across our entire enterprise, including sales, marketing, and customer success.

SOLUTION

What was the scope of their involvement?

TELUS Digital owned and matured the HubSpot CRM inside our company across sales, marketing, customer success, and revenue operations. The team also overhauled and cleaned up our existing infrastructure from 10 acquired companies into one unified HubSpot instance. Moreover, they provided clear insight into sales and marketing performance through a clear RevOps setup, which included reporting, data, and analytics on a daily, weekly, and monthly cadence for insights into business performance based on past and future performance.As part of this overhaul and unification process, TELUS Digital delivered performance dashboards across sales, marketing, customer success, and revenue operations. They also provided executive and board-level reporting, integration with Gong.io, and all key marketing technologies. In addition, the team formalized SOPs and documentation for all integration work and go-forward processes.

What is the team composition?

We worked with 6-10 teammates from TELUS Digital.

How did you come to work with TELUS Digital?

We found them through a referral. We chose them over other options because they had high ratings, were close to my geographic location, had a great culture fit, offered good value for the cost, and had company values aligned with ours.

How much have you invested with them?

We spent around $50,000 to $199,999.

What is the status of this engagement?

We worked together from July 2024–December 2025.

RESULTS & FEEDBACK

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

TELUS Digital helped us fully integrate 10 businesses into one platform and get consistent and trusted reporting, data, and insights. They also improved our demand generation, sales performance, and customer success experience. As a result, we had a 23% increase in lead generation, an 18% increase in sales conversion rates, and best-in-class customer satisfaction and retention at 9.9% and 5.6%, respectively.

How did TELUS Digital perform from a project management standpoint?

TELUS Digital delivered on time and on budget. We communicated via in-person meetings, virtual meetings, and emails or messaging apps.

What did you find most impressive about them?

I was impressed by their breadth of experience in the HubSpot platform and their ability to execute complex environments into one cohesive environment.

Are there any areas they could improve?

No, there weren't any.

BACKGROUND

Introduce your business and what you do there.

I'm the EVP of customer experience and technology for Weichert Workforce Mobility. We provide end-to-end employee relocation and mobility solutions worldwide, offering services such as tax preparation, global payroll, advisory, and logistics to help companies efficiently move and support their talent.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TELUS Digital?

We needed help with front- and backend development for our company.

SOLUTION

What was the scope of their involvement?

TELUS Digital has provided support for a recent AI project, which is a chatbot. The team has worked on the Salesforce platform and their Agentforce AI.

What is the team composition?

We've worked with 2–5 teammates from TELUS Digital.

How did you come to work with TELUS Digital?

We found them through a referral. The team had done work for a sister company, so we knew them, their process, and what they could deliver. We felt they had some great people who understood our needs and could work with us. We’ve been partners for over 8 years. 

How much have you invested with them?

We've spent less than $10,000 on this project. But over $1m in total. 

What is the status of this engagement?

We started working with them in January 2026, and the engagement is ongoing. But we have been working together for over 8 years. 

RESULTS & FEEDBACK

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

The chatbot isn't live yet, but we're projecting to improve the customer experience through this agent. We're planning to measure the success of the chatbot through utilization and comments in feedback.

How did TELUS Digital perform from a project management standpoint?

TELUS Digital has delivered on time, except when we hit a technical issue that caused a delay. We primarily communicate through virtual meetings.

What did you find most impressive about them?

We've been working with them for years, and they're smart and understand our business.

Are there any areas they could improve?

No, there's nothing they need to improve.

BACKGROUND

Introduce your business and what you do there.

I'm the senior director of product management at Dow Jones, a global provider of news and business information. We offer content across print, digital, and live formats and are home to leading publications like The Wall Street Journal (WSJ), Barron's, and MarketWatch.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TELUS Digital?

We needed help implementing the redesign of the WSJ mobile apps to drive increased engagement and make the app the first destination for subscribers.

SOLUTION

What was the scope of their involvement?

TELUS Digital has helped us implement the redesign of the WSJ mobile apps. The team has been responsible for the full implementation of the new features, including typography, new article design, homepage design, market data experience, search, MyWSJ personalization hub, and a new media center.

What is the team composition?

We've worked with more than 15 teammates from TELUS Digital.

How did you come to work with TELUS Digital?

We found them through a referral. We chose them over other options because they had high ratings, were a great culture fit, and offered good value for the cost.

How much have you invested with them?

We've spent a confidential amount.

What is the status of this engagement?

We worked together from September 2024 to July 2026.

RESULTS & FEEDBACK

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

Since working with TELUS Digital, we've seen an increase in subscriber engagement, time spent, and new feature adoption. We track daily active users (DAU) for features like MyWSJ, Shortlist, Market Data, and the Media Center.

How did TELUS Digital perform from a project management standpoint?

TELUS Digital delivers on time. We communicate via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

TELUS Digital not only delivered on the project scope but also looked for ways to improve how we work. We've learned a lot from them.

Are there any areas they could improve?

There's nothing they need to improve.

BACKGROUND

Please describe your company and position.

I am the Lead Mobile App Developer of Virginia Lottery

Describe what your company does in a single sentence.

The Virginia Lottery provides entertaining lottery games through multiple channels. Customers can purchase draw games, scratch-off tickets, and Fast Play games at authorized retail locations across Virginia. Through the Virginia Lottery website and mobile app, eligible adults can play online games, purchase select draw game tickets, manage accounts, claim eligible prizes, access promotions and rewards, check winning numbers, scan tickets, and find nearby retailers. The Lottery also supports responsible gaming initiatives while generating revenue for K–12 public education in Virginia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TELUS Digital to accomplish?

• Improve customer support and player experience by providing responsive, high-quality customer service across retail, web, and mobile app channels.
• Increase operational efficiency by outsourcing customer care, content moderation, and back-office processes to reduce response times, improve service consistency, and scale support during peak demand.
• Support digital growth and engagement by enhancing the online player experience, resolving technical issues efficiently, and helping drive adoption and retention of the Virginia Lottery website and mobile app.

SOLUTION

How did you find TELUS Digital?

They applied for RFP

Why did you select TELUS Digital over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned
• They didn't speak down to us with jargon. They put things in simple terms.

How many teammates from TELUS Digital were assigned to this project?

12+

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

TELUS Digital provides end-to-end mobile application services for the Virginia Lottery, supporting the mobile platform throughout its entire lifecycle—from product discovery and strategy through design, native application development, testing, deployment, and ongoing operational management. Services include product consulting, UX/UI design, iOS and Android engineering, quality assurance, DevOps, release management, platform compliance, production support, and continuous application modernization. The engagement focuses on maintaining a secure, high-performing, and compliant mobile experience while proactively identifying opportunities to improve the application and prepare for future platform changes.

Key Deliverables

• Discovery & Product Strategy Facilitate discovery workshops and requirements gathering. Provide technical consulting and solution architecture. Advise product owners on mobile best practices, platform capabilities, and implementation approaches. Contribute to roadmap planning by identifying technical opportunities, risks, and dependencies.
• Native Mobile Development Design and develop native iOS and Android applications using current platform standards and SDKs. Modernize legacy implementations, including migration from cross-platform frameworks to fully native applications where appropriate. Implement new features while maintaining consistency with Apple and Google design guidelines. Integrate backend services, authentication, analytics, and third-party services.
• Quality Assurance & Release Management Perform functional, regression, performance, accessibility, and security testing. Manage App Store and Google Play release processes. Maintain app store metadata, privacy disclosures, and Terms & Conditions updates to ensure continued compliance. Coordinate production releases and validate successful deployments.
• Application Operations & Maintenance Monitor application health, crash analytics, and performance metrics. Respond to production incidents and resolve application crashes within established Service Level Agreements (SLAs). Perform root cause analysis and implement corrective actions to improve application stability. Maintain compatibility with new iOS and Android operating system releases.
• Platform Modernization Proactively identify and implement SDK, library, and framework upgrades that improve security, stability, and maintainability, even when not included on the product backlog. Keep both iOS and Android applications aligned with current native platform capabilities and supported development frameworks. Address technical debt through continuous modernization and codebase improvements. Recommend architectural enhancements that reduce long-term maintenance costs and technical risk.
• Product Advisory & Roadmap Support Educate the Product Owner and business stakeholders on evolving mobile best practices. Monitor announcements from Apple, Google, developer conferences (such as WWDC and Google I/O), and broader industry trends to identify upcoming platform changes. Communicate anticipated impacts of operating system updates, SDK deprecations, policy changes, and emerging technologies. Leverage experience across other enterprise mobile clients to recommend roadmap enhancements and prepare for future platform requirements.
• Continuous Improvement Analyze application usage and customer feedback to recommend enhancements. Optimize application performance, reliability, and user experience. Support security updates, compliance initiatives, and ongoing operational excellence. Provide regular reporting on application health, release metrics, support trends, and improvement opportunities.
• DevOps & Delivery Enablement Led the migration of UAT build distribution from Azure App Center to Firebase App Distribution, ensuring continuity of testing workflows ahead of platform changes. Designed and implemented the new mobile application distribution process for internal stakeholders and testers. Developed documentation, training materials, and best practices to support adoption across the Virginia Lottery organization. Educated product owners, QA teams, business users, and technical staff on the new distribution platform, release processes, and testing workflows. Streamlined mobile release management by improving build distribution, tester onboarding, version management, and feedback collection. Provided ongoing support and knowledge transfer to ensure long-term organizational self-sufficiency.

RESULTS & FEEDBACK

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

• 99.9%+ application availability
• 95%+ SLA compliance for production incidents
• Crash-free session rate (e.g., 99.7%)
• App Store/Google Play ratings
• Reduction in crash rate or startup time 
• Time to adopt new iOS/Android releases
• Number of SDK/security updates completed proactively
• Reduction in release cycle time after moving to Firebase App Distribution

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

TELUS Digital consistently demonstrated strong project management throughout the engagement. Deliverables were completed on time and in accordance with agreed-upon project schedules, while maintaining flexibility to accommodate evolving business priorities and technical requirements. The team effectively managed dependencies across multiple vendors, internal stakeholders, and third-party technology providers, ensuring coordinated delivery despite a complex operating environment.

TELUS Digital was highly responsive to our needs, proactively communicating project status, risks, and mitigation strategies. They adapted quickly to changing priorities, provided thoughtful recommendations based on mobile industry best practices, and worked collaboratively to resolve issues without impacting project timelines. Their ability to balance strategic guidance with day-to-day execution made them a trusted partner, helping the Virginia Lottery successfully deliver new capabilities while maintaining a stable, secure, and modern mobile application.

The team produced high-quality, well-engineered solutions while proactively recommending improvements that enhanced application stability, security, maintainability, and the overall user experience.  Their flexibility, communication, and proactive planning enabled successful delivery in a complex, multi-stakeholder environment. Their expertise, proactive communication, strategic guidance, and ability to navigate a complex, multi-vendor environment distinguished them from typical vendors. Rather than simply executing requested work, they acted as a true partner by providing thoughtful recommendations, anticipating future needs, and consistently delivering high-quality outcomes. The value they brought to our organization significantly exceeded the investment, consistently delivering high-quality work, adapting to evolving business needs, and helping the Virginia Lottery successfully modernize and operate its mobile applications.

What was your primary form of communication with TELUS Digital?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about TELUS Digital was their exceptional communication, collaborative approach, and project management capabilities. They served as a true strategic partner, effectively coordinating with multiple vendors, internal stakeholders, and cross-functional teams in a complex delivery environment. While many of our other technology vendors operated using traditional waterfall methodologies, TELUS Digital remained flexible and agile, adapting to changing priorities without compromising delivery quality or timelines.

Their team consistently balanced competing business needs, technical dependencies, and stakeholder expectations, helping ensure successful outcomes across multiple concurrent initiatives. They proactively communicated risks, provided practical recommendations, and maintained transparency throughout the project lifecycle. This ability to bridge different delivery models and keep diverse teams aligned was a significant contributor to the success of our mobile application program.

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

No!

BACKGROUND

Introduce your business and what you do there.

I'm the Senior Director of AI transformation at Best Egg. We're a financial technology platform offering personal loans, credit cards, and financial health resources to help consumers manage and improve their everyday finances.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you have for this project?

We needed engineering support and expertise to advance our AI programs.

SOLUTION

What was the scope of their involvement?

We conducted discovery, and TELUS Digital has taken full ownership of the technical design and execution, partnering on delivery. The team has partnered in the technical design, execution, and delivery of AI point solutions that have helped drive efficiency across the business, including AI-powered analytic tools, service support bots, and fundamental AI enablers such as our MCP gateway and compliance logging for GenAI software.

What is the team composition?

We've worked with 2–5 teammates from TELUS Digital.

How did you come to work with TELUS Digital?

We had worked with TELUS Digital on a previous project. We chose them because their pricing fit our budget, they were a great culture fit, our company values aligned, and we had a trusting existing relationship.

How much have you invested with them?

We've spent an amount that we're keeping confidential.

What is the status of this engagement?

We started working with them in July 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We've seen a reduction in the time spent creating internal support tickets by 3–5 minutes per ticket; we enter hundreds of tickets per week. Additionally, we've been able to emulate a senior analyst by not only answering questions but also offering trends, segmentations, forecasts, and explanations. We've also enabled colleagues at all levels to make data-driven decisions without BI tool or SQL fluency.

How did TELUS Digital perform from a project management standpoint?

We communicate via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

We're impressed by their openness, flexibility, and expertise in the domain.

BACKGROUND

Please describe your company and position.

I am the Director, Brand Marketing & Communications of Finlays Solutions

Describe what your company does in a single sentence.

Beverage innovation partner for foodservice and retail channels, specializing in coffee, tea and juice

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TELUS Digital to accomplish?

• Create a new website that communicates the capabilities, expertise and vision of the newly branded Finlays Solutions
• Build a site that has room to grow with us considering future app integrations and business expansions

SOLUTION

How did you find TELUS Digital?

Referral

Why did you select TELUS Digital over others?

Referred to me

How many teammates from TELUS Digital were assigned to this project?

2-5 Employees

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

Charged with creating an experience that at once feels new and fresh yet clearly connected to its roots. Work closely with internal teams to build a new point of connection for customers. The team selected a composable architecture approach enabled by a Contentful CMS. It has superior flexibility through future API integrations and reusable and extendable content abilities. 
The .com experience was thoughtfully crafted by focusing on core customers and their needs, and our competitive analysis highlighted opportunities for standing apart from close competitors. The established brand work served as a launchpad to developing the digital design system for the website, social properties and beyond. 

Contentful Content Management System (CMS) selection Key Customer Personas Site Architecture Experience and Content Analysis Content Development Design and Brand Evolution SEO Optimization and GTM Implementation Soft Launch Site and Social Templates Full Site Build

RESULTS & FEEDBACK

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

Met all project milestones within a tight timeline. Also efficiently collaborated with internal and adjacent agencies for consistency in output build. Heavily relied on web design graphics to build brand iconography. 

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

The team consistently rose to the challenge and delivered.  There were some urgent moments to solve issues (not due to their scope but in relation to internal IT challenges) and they jumped in to support and course correct wherever they could. The quality and collaboration is unmatched!  Stellar expertise all around. 

What was your primary form of communication with TELUS Digital?

Virtual Meeting

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

Thorough, thoughtful, anticipated challenges, worked across boundaries to deliver. Julia and her team were critical to the final success of this project and their personal investment, accountability, passion, and collaborative spirit made it a joy to work with them!

BACKGROUND

Introduce your business and what you do there.

I’m the manager of program effectiveness for the Workplace Safety and Insurance Board (WSIB) of Ontario. We handle workers' compensation claims for the providence of Ontario.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TELUS International?

We hired TELUS International because we previously had an archaic healthcare billing system. Our objective was to modernize that billing system.

SOLUTION

What was the scope of their involvement?

TELUS International built the end-to-end functionalities of our healthcare billing platform. It allows healthcare institutions to submit their bill to the WSIB. We’ve also had some B2B billing solutions where a hospital can submit a billing file securely and then we process that file.

Once they come to us, the majority of those bills don’t need to go to an adjuster. In fact, 85%–90% of those bills are automatically adjudicated by the system that was built by TELUS International, only resulting in about 10% that needs to go to a person for a decision. It automates the payments at the end.

It’s a robust solution; we had to pull together a few platforms to develop it including PowerTrap and SmartAdvisor. Apart from that, the system is home-grown by TELUS International.

The initial launch was in 2002 but since then we’ve built additional modules to keep it current with industry standards.

What is the team composition?

They’re a fairly large company. Our primary account team has about 5–6 individuals who are intimately involved with the solution and contract. They have project managers, and we have an account executive. There’s another individual who’s responsible for operational support. There are also business and system analysts working with us.

How did you come to work with TELUS International?      

We did an open RFP process in order to bring on a solution partner and TELUS International was the successful proponent.

How much have you invested with them?

The original solution was $30 million dollars in 2002 funds. We now spend $8 million–$10 million with them on an annual basis for ongoing maintenance and transaction components for the contracts.

What is the status of this engagement?

Our ongoing partnership started in 2002.

RESULTS & FEEDBACK

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

Ever since we’ve worked with TELUS International, we’ve greatly enhanced our turnaround time in payment processing because of the platform's automated solution capability. We cut down our payment timeframes from three months down to between two weeks and a month.

The solution services about 30,000 active healthcare institutions within the providence of Ontario. It’s a legacy-based system, rarely goes down, and is available 24/7. We’ve seen an uptick where most healthcare institutions have switched over to online billing — which is exactly what we wanted to happen. There’s a 70 to 30 split with a preference for the online submission option. We’ve tapped on additional tools and online services throughout the years.

How did TELUS International perform from a project management standpoint?

TELUS International is a traditional project management shop in terms of development and solution-delivery lifecycles. They’re a leading electronic medical record provider in Canada. Their approach is a traditional waterfall where we provide requirements, they’re sized-out, and then scheduled into releases throughout the year. They have a robust support structure to deal with end-users directly, which we leverage.

Having said that, it’s still very collaborative. We have ongoing formal meetings at the operational management level to continue our relationship and stay on top of any issues or development items we need to build onto the system.

What did you find most impressive about them?

What sets them apart is the balance of both value of the functionalities they’ve brought on board together with their ability to connect and build a platform that was scalable to adapt to the e-health landscape. The system adapts to new EMR standards because of the portability of the data that’s being produced. They’ve also maintained security protocols that have prevented successful penetration attacks or hacks of any personal health information.

Are there any areas they could improve?

It’d be good for them to start thinking in the more agile way of solution development to be able to be nimbler and pivot on a dime when things occur in the industry. While they’re in tune with what’s going on in the industry, with a traditional approach, it’s not always feasible and it can be easier to fall behind. Having different approaches and project methodology in the iterative space would certainly help them.

Do you have any advice for potential customers?

They give you stability, so I’d recommend potential customers to push them. Try to think outside of the box on behalf of TELUS International and pose analytic questions that’ll improve your solution. On top of that, have clear requirements going into that engagement to set the expectations on both sides.

BACKGROUND

Introduce your business and what you do there.

We’re a printer company, and I manage a team of software developers focused on different software offerings that we provide in conjunction with our printers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WillowTree?

We brought them on to discuss new product development.

SOLUTION

What was the scope of their involvement?

The scope of our engagement with them was for initial market research, design, and technical recommendations. We brought them in and had an initial envisioning exercise, during which we talked through what ideas we had in mind for this new product. 

Once we gave them an understanding of what we were trying to accomplish and why, they went off and did market research based upon the concept we had talked about to determine if there even was a market opportunity there. They went out in the field and tried different products. They did a number of surveys as well as some one-on-one interviews with a variety of people to give us some validity that this product made sense for us to continue pursuing.

We had a closing face-to-face meeting, and they took us through a summary of their market research and the various things they did. They shared a very concise and succinct message around the objectives of this initiative and the value prop for this particular product. They provided a conceptual design workflow that we could potentially build off of, as well as technical recommendations. Their recommendations included everything from the identity side to the payment options to the platform itself. They recommended which technologies to use with the different areas and explained why.

What is the team composition?

We interacted with a total of five team members. One person was specific to market research, so we worked with them on the survey data. We also had a project manager, a technical lead, a product strategist, and a design person. 

How did you come to work with WillowTree?

This was our first interaction with WillowTree. I wasn’t part of those earlier conversations. Somebody else in the company had met WillowTree at an event; after talking with them, they were impressed with their services and how they interacted with customers. WillowTree was in the initial set of conversations, along with 2–3 others. We ended up paring that down and went with WillowTree. 

How much have you invested with them?

It was within the range of $200,000.

What is the status of this engagement?

Our work together began in October 2019, and it was a seven-week engagement that wrapped up in December. We haven’t re-engaged them, but we may as we move further into the project. We do intend to use them in future engagements.

RESULTS & FEEDBACK

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

The impact was significant because we did not have the internal skill set or expertise that they were able to bring to the table. We lacked that broader UX expertise, particularly in the mobile space, so we were looking for help there. It helped us accelerate, as well.

How did WillowTree perform from a project management standpoint?

I have worked with many software development partners in my career, and the thing I liked about them and what I think makes them stand out is how interactive they were throughout the engagement. There were regular checkpoint meetings just to make sure we were aligned and they were on the right track. The way that they interacted with us and kept us in the loop regarding what they were doing, why they were doing it, and how they were doing it was valuable. 

What did you find most impressive about them?

I was most impressed with the close-out phase. Through clustering and analysis of the data, they came back with who the likely adopters are and who they're not. That helped us know who we were going to target as well as where it made sense to place this product in the market. They made all of this easy to understand, and they provided us the raw data that we could keep and analyze ourselves. 

Having all of the technical recommendations in a very concise, well-laid-out come-back made it very easy for us to consume, and for me to take up to the executive team as well as down to our technical team. The quality at the end is what I was looking for. They were able to pull it all together and show us not just what the end result was but also how they arrived there.

Are there any areas they could improve?

It was a short engagement, so there wasn’t really enough time to find any one thing that they could’ve done differently or better. I didn’t spend enough time with them to have any suggestions. They were very personable and easy to interact with.

Any advice for potential customers?

With any engagement, it’s all about being very clear on what you want to accomplish at the onset. During the SOW, lay out what those specific deliverables are. I wasn’t involved in that very initial set of conversations, so I’m not sure how much we led versus they led. The person who was involved from our end is from the development organization and doesn’t typically do this kind of work, which leads me to believe that WillowTree did most of that. Just make sure that you’re aligned on expectations. 

I’d certainly recommend the opportunity of meeting face-to-face for the close-out meeting. We ended up spending about 3–4 hours together as they helped us understand the various deliverables and how they came to the conclusions that they did. This also allowed us to ask questions. Having that opportunity was invaluable.

BACKGROUND

Introduce your business and what you do there.

I’m the director of digital strategy at an environmental nonprofit focused on legal and advocacy issues.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WillowTree®?

The initial business challenge was identifying an infrastructure that would help support our analytics needs and audience growth and targeting needs. We brought them on because they were proficient in Segment. But from there, we quickly learned that they could help with a lot more than the initial scope provided.

SOLUTION

What was the scope of their involvement?

The range of services was divided into three areas. The first was a discovery phase of the systems that we were currently using, interviewing stakeholders within the organization that were using those systems, and creating tech stack recommendations. 

The second was to utilize their data modeling skills to identify ways that we could maximize our current audience and lead them into a funnel that would eventually provide us with high-value prospects or donations. 

The third piece was creating a playbook of recommendations that we could then take to not only move forward with the tech stacks recommendations but also to take those data modeling recommendations as well and create systems that drive growth.

What is the team composition?

Our main points of contact were Ann (Growth Coordinator), who served as our project manager, and Billy ((Director of Growth Marketing), who directed the team. We worked with about 4 teammates in total. 

How did you come to work with WillowTree®?

I asked Segment if they had any partners that knew how to utilize their software application, and they recommended WillowTree® who is in Charlottesville where we are. They’re very well-known here. 

How much have you invested with them?

It was an $80,000 engagement. $60,000 of that was given pro-bono by WillowTree® and $20,000 was paid directly. 

What is the status of this engagement?

Our engagement lasted from October 2019–January 2020.

RESULTS & FEEDBACK

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

It’s difficult to define the success of this project, but WillowTree® gave us extremely valuable information. We’ve finished phase one but we’re going into phase two now.

How did WillowTree® perform from a project management standpoint?

They were very responsive and interested in the work. The team was on-time and on-task with all of their projections. Additionally, their communication was stellar.

What did you find most impressive about them?

Their insightful and invaluable knowledge around growth strategy is hard to find. The team’s holistic understanding of the techniques, strategies, and tactics combined with the backend systems and the building blocks is priceless.

Are there any areas they could improve?

I would’ve liked more milestone check-ins, especially in the mid-phase of the project. A lot of their findings were presented to us in a very large group when some of them could’ve been presented earlier in a different way.

Do you have any advice for potential customers?

If you’re going into a project where you’re wanting to get recommendations and plan in place, make sure you’re clear on what the work will look like afterward.