UpliftCX

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of an online counseling company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

We wanted to increase our conversion rates and beautify our site by improving our UI/UX design.

SOLUTION

What was the scope of their involvement?

UpliftCX did UI/UX design for our custom-built online platform.

What is the team composition?

We’ve been only working with the owner of UpliftCX.

How did you come to work with UpliftCX?

Our CEO found them, and we selected them because they had the most attractive website and sounded professional during the interview we had with them. They seemed professional, in-depth with their work, and in-tune with the latest knowledge in UI/UX.

What is the status of this engagement?

We started working together in February 2021, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve had a considerable increase in conversions. In addition to that, user satisfaction has increased since we hired them, and communication with our team between designers and developers has improved— they’re a great investment.

How did UpliftCX perform from a project management standpoint?

They’re organized and listen to all aspects of the problem to develop a solution later — it’s been an excellent partnership. In terms of communication, we use Slack and Zoom meetings.

What did you find most impressive about them?

They take the time to ensure that they’re delivering quality work; they’re meticulous about what they do. We’ve worked with other providers in the past that are more about aesthetics, and UpliftCX focuses more on the root of the project, making sure that the main goal is to increase sales numbers, traffic and making us more accessible to people.

Are there any areas they could improve?

I don’t think there’s anything they can improve on — they’re great.

Any advice for potential customers?

Let their team know everything about the project; explain your issues as best as possible, and stand on the other side. They’ll also ask questions to get the root of the problem and figure out how to solve it in the best way possible.

BACKGROUND

Introduce your business and what you do there.

We’re an independent outdoor store chain with three locations in the Portland area and an e-commerce store. We employ over 100 people and we primarily sell fishing, marine, and hunting equipment.

I’m currently a contractor for the company. I retired in June 2020, and I was with the company for seven years prior to that, as a website coordinator.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

Our previous website was on Magento 1, which was coming into its end of life. We needed to find another platform. I was originally looking to go for Magento 2, but I did some research and found options that might work better for us.

SOLUTION

What was the scope of their involvement?

We needed an e-commerce site that was robust enough to handle upward of 50,000 SKUs, and a platform that wouldn’t be development-rich. Where we’d gone with Magento before, we decided on more of a SaaS solution that would offer more options for laypeople.

I worked with Tim (Founder & CX and UI/UX Specialist) on determining the scope. We get $500,000 turnover on the site per year, and we wanted to grow to at least three times that. We get quite a bit of traffic.

There were some challenges, and Tim and his team got through them. Our ERP company has a proprietary solution, which was difficult to get pricing and inventory data from on a regular basis. They worked extensively on making this integration dependable. They also helped identify some additional services for protecting data in the cloud.

What is the team composition?

Tim was our main point of contact. Our internal IT person mined a lot of the ERP data that UpliftCX needed.

How did you come to work with UpliftCX?

I found Tim on LinkedIn while shopping for developers for a different platform. He was local, and he sounded reasonable, so I started an email conversation. He initially declined doing a Magento upgrade, but he was interested in a BigCommerce project. We felt comfortable with his personality and what we felt his capabilities were. Their offer was in the middle, compared to the other companies we looked at.

What is the status of this engagement?

We signed the contract in late-May 2020, and we launched the site in October. Our intent is to continue working with UpliftCX for additional development work on a case-by-case basis.

RESULTS & FEEDBACK

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

Dealing with a proprietary ERP with unmodifiable data became a challenge. It took some work to go through all of that, and we had to automate as much as possible. We see a fair amount of traffic through the site, and we want to grow it. We wanted automatic data integration — the passing of not only the inventory and pricing to make it concurrent for all stores, but also the automatic pushing of orders and invoicing.

There was quite a bit of custom work to be done on UpliftCX’s end. In terms of the thoroughness of the project, they were a 10/10. They obviously couldn’t be 100% dedicated to our project, but they took care of everything we identified.

I give them an 8/10 in terms of timeliness. There was a lot of communication that needed to happen, and I wasn’t in-house for much of this project. UpliftCX did a great job in terms of timeliness, in terms of what they had to work with. Our IT guy had his plate pretty full, and we needed to depend on him quite a bit, and I was doing what many retired people do: selling homes, buying, and relocating.

We had a lot of challenges, and we still have to resolve some, but Tim was very accessible. I did much of the work in off-hours and early in the morning, and he was always accessible.

How did UpliftCX perform from a project management standpoint?

Once we identified the scope of the project—which became a bit of a moving target with the ERP integration—Tim accepted the timelines and laid out the roadmap. He was on top of it. If it looked like something would be extended, or if we’d need to move something up, he was accessible all the time. We had a weekly call to go over things on a higher level. The budget didn’t change unless there was an unforeseen development, and they were transparent about that.

What did you find most impressive about them?

Tim is pretty much unflappable. I tend to get excited when things aren’t going exactly as I want, but they’re a reasonable force in rationalizing, problem-solving, and getting us back on board. He’s very easy to communicate with for a layperson, which not all tech people are.

Are there any areas they could improve?

If there was something major that had to be done from a development standpoint, it would’ve been great if they only used local developers. This isn’t always an easy thing to do in the current tech world. Tim was really good at solving the problems that came up.

Do you have any advice for future clients of theirs?

Tim is perfect for projects like ours, building out a new website or improving the customer experience of an existing one.

BACKGROUND

Introduce your business and what you do there.

I’m the brand manager at SuperSteer. We’ve been in the RV business since 1964. About 20 years ago, we added an RV chassis solution manufacturing division.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

We’ve had a website for many years, and a lot of developers we’ve used have overpromised and underdelivered. People buy everything on Amazon nowadays and find a shop to install their parts, so we had to find someone who could really deliver on our website.

SOLUTION

What was the scope of their involvement?

Unfortunately, we were driving a busted truck in a sense and there was no remodeling that truck. We had to park the truck and move onto a brand-new website. It was definitely redesigned from the ground up. The beauty though was that we kept our original site live and working during the transition.

Beyond wanting just a new site, we wanted a new experience, and Tim (CEO, UpliftCX) was instrumental in that. He helped us come up with an educational platform that allows the customer to learn about why they need these parts, rather than just purchasing them.

He introduced us to a platform called Big Commerce that’s been completely customized for our experience. He’s delivered an engine that we can drive our company forward on.

What is the team composition?

Tim has other people, but we didn’t meet them. He took the bull by the horns. Rather than delegating jobs, he was the lead. Sometimes you sign with someone and then they pass you off to a team and you never see them again.

How did you come to work with UpliftCX?

We found Tim and Uplift through C12, an organization of 5,000 businesses across the country. We met him as a person and got to know him as such, so we trusted him with a big investment. Based on his previous experience, we knew he could help our company get to the next level online, as well as give our customers a better online shopping experience. Even before we made the purchase, he showed us on-screen what was going to happen.

How much have you invested with them?

We’ve spent between $50,000–$100,000 so with them so far.

What is the status of this engagement?

We’ve been working together since December 2019. The site is live, and he’s providing support now.

RESULTS & FEEDBACK

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

The experience itself is so much smoother. Beforehand, people would be on our pages for ten seconds waiting for them to load and then leave because it was so slow. Tim has delivered a faster site. He also introduced a functional search bar, which we haven’t had before. Our initial goal was to have 50% of our business run through the website, and he built us a platform to achieve that.

There’s a lot of people that build websites, and I’ve had a lot of bad experiences, but Tim took charge of the process. Not only would he get the weekly objectives done, but they’d be done on time. His technology is great, but it was our experience as a customer that makes it a great working relationship.

How did UpliftCX perform from a project management standpoint?

I’m a creative person, so it as nice to have someone on the other side of the beach ball, so to speak, who was organized. Our people were able to gel with him as well. We had weekly Zoom meetings and spoke on Slack for the most part, and all our messages and documents were saved in the Slack thread. I appreciated him bringing that to us. He also brought in plugins that made web development and maintenance easy for non-programmers.

What did you find most impressive about them?

The biggest thing is the person Tim is. He made a great first impression, and as the relationship moved on, he would never say something that wasn’t true. When he was bidding out some stuff, instead of easily taking more money from us he would tell us if we didn’t need a component, if something would be a waste of our resources. Then, he’d tell us where we should put our resources. He easily could have made more money off of us but he didn’t.

Additionally, if he didn’t know how to do something, he was quick to say that and then find out how to do it.

Are there any areas they could improve?

The true test of this answer is where will we be in one year. We’re trending in the right direction; we’re set up in success. Nothing specific comes to mind right now.

Do you have any advice for potential customers?

You can never ask too many questions. Get 100% clarity before you write the check. Tim will take the time to answer the questions too.

BACKGROUND

Introduce your business and what you do there.

I’m the principal of True Story PDX, a branding and culture management consultancy. We work with companies within the $50 million and above range that are going through a major transition — either a merger and acquisition (M&A), succession planning, new product roll-out, or new brand launch.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

We worked with UpliftCX for two major web projects: the first was for a telecom company that has one of the largest footprints on the East Coast, and the second was for a $400 million-construction company.

SOLUTION

What was the scope of their involvement? 

We collaborated with UpliftCX to develop two websites for our clients. We headed the design and copywriting, while Tim (Founder) and his team handled the coding and backend. Of course, we consulted them about the design and copy just to make sure that everything was streamlined.

In both cases, we depended on UpliftCX to make sure that the final sites were technologically sophisticated and easy to use for the clients. They also needed to follow the design standards that we put in place.

What is the team composition? 

I interface with Tim, though I know he has a whole team working behind the scenes. Tim was amazing — he’s always available and so responsive and patient. He was willing to do whatever it took to get the job done and to make sure that the client was happy.

How did you come to work with UpliftCX?

My business partner’s wife, who’s a project manager, introduced us to Tim. He came highly recommended, though he did have to go through a rigorous RFP process for that initial project. His team was up against a much larger firm.

In the end, it was a no-brainer for us that UpliftCX was the better choice. They were nearly three-quarters of the cost but provided twice the services and commitment. We knew that Tim would roll up his sleeves with us and do a great job.

How much have you invested with them?

In total, we spent $25,000–$50,000 across the two projects.

What is the status of this engagement?

We worked with them between September 2019–February 2020.

RESULTS & FEEDBACK

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

They were excellent across the board in terms of the products and thorough customer service. With the second project, in particular, Tim’s client management skills were really important to guide them through the development process. The client made radical changes, and Tim took them in stride.

It was a true collaboration. When working together on certain items, we would share our thoughts, and he’d give advice. I liked that we could work toward a common goal for both projects, which was to have great sites for our clients.

How did UpliftCX perform from a project management standpoint?

The project management was stellar. I’m the kind of person who likes to have a relationship with a single point of contact, and that was Tim. Right from the start, he quickly set up a staging server so that we could get into the backside and start making edits. This really allowed us to craft the sites together.

That collaboration is key to getting a superior product. With other coders I’ve worked with, there was an expectation that each person was just responsible for their part, and then they’d hand it off to the next. But you don’t know how a site will look until it’s actually coded, and it’s crucial to get cross-team feedback. Without it, it can feel like you’re shut out from the project.

Tim understood that building websites was more of an organic process, so he set up the staging server to give us that feedback. He worked diligently to make sure what he completed was what we had in mind. If there were any client issues, he would meet with the client in person or over the phone to make sure that they were happy with the site.

What did you find most impressive about them?

Tim’s ability to communicate complex technical issues both to us and our clients was impressive. Not to mention, he was committed to making sure we were satisfied with the work. I’ve never had the feeling that he wouldn’t help us anymore after completing a section because I knew he was going to be there for us and go above and beyond.

There were times when we ran into something that was outside of the initial scope, and my team would be prepared to go back to the client to request another budget. But then Tim and his team would just do it. He treated the client relationship as though he were working on his own project.

He made it a point to make sure that the clients understood why things were being done the way they were. Developing a website is tricky because people often don’t understand what goes into it. They’re still thinking in terms of print, which means their expectations can often be difficult to manage.

Tim’s willingness to meet them where they were coming from and talk them through a decision was really key. I can’t say enough about how kind and patient he is. It’s fun working with him.

Are there any areas they could improve?

No, not that I can think of. I’ve been in this industry for a long time, and I’ve never experienced the type of commitment that UpliftCX has provided.

Do you have any advice for potential customers?
 
Trust Tim and his knowledge. He really knows what he’s doing.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Messermeister. We specialize in manufacturing and distributing high-end European cutlery, gadgets, and tools for professional chefs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

We hired them to address our need for digital content, marketing, and sales.

SOLUTION

What was the scope of their involvement?

We were creating an interactive brand experience with a kiosk that allowed customers to shop for products and review information about our cutlery lines. They were able to take our content and place it in a usable app that’s attached to a kiosk in order to make the system function.   

What is the team composition?

We only worked directly with Tim (Tech & Design Lead & CEO, UpliftCX).

How did you come to work with UpliftCX?

We’d spoken to a few people who worked with them. They were referred to us by two satisfied clients that used kiosks in their work. They seemed to have the experience we needed at a reasonable price.

How much have you invested with them?

We’ve spent between $20,000–$50,000.

What is the status of this engagement?

We started working with them in January 2019, and the collaboration is ongoing. There were a few hiccups along the way with requirements, but we’re moving forward. 

RESULTS & FEEDBACK

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

He’s met all the requirements that we envisioned without us knowing exactly what we wanted. We’d never done a project like this before, so their ability to understand the scope of the work made this a seamless process. The final product was high-quality, and they managed our time crunch very well. 

How did UpliftCX perform from a project management standpoint?

It can be very difficult to work with a partner that doesn’t communicate well. Tim was responsive and on top of communication, constantly updating us with progress. That way, we always knew what our next steps were and how to prepare for the additional workload. 

What did you find most impressive about them?

Tim’s friendliness and knowledge went a long way. We were new to this sort of project, so his helpful attitude in guiding us through the process was really helpful. Without that, it would’ve been overwhelming to take this on. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Trust his ability and knowledge in the scope of the project. He’ll do a good job. 

BACKGROUND

Introduce your business and what you do there.

We are a wearable device manufacturer and software provider. Our goal is to help people get fitter with adaptive technology that is delivered in an easy, efficient, and effective way. I'm the vice president of sales and marketing.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

We wanted to hire the right company that would allow us to relaunch our brand. We wanted to make sure the skillset, flexibility, and attention to detail were there when we made the investment.

SOLUTION

What was the scope of their involvement?

They redrafted our website. We provided some copy and imagery, but the workflow and suggested layouts were theirs. They guided us through the whole process, and they allowed us to become something of a new company. They never told us what we should do, but they informed us about best practices.

Some of their suggestions were on the shopping carts, support pages, and customer usage. They informed us and presented options throughout various changes. Even after we launched, they supported us to make sure our messaging and imagery matched the new brand.

What is the team composition?

Currently, we work with two key people.

How did you come to work with UpliftCX?

Our vice president of design and marketing wanted to work with someone local who could match our skillset. A partner who could allow us to be dynamic while participating in our relaunch was critical. We interviewed three or four agencies, and UpliftCX came highly recommended. Based on the recommendations and our impression of them, we decided to hire them.

How much have you invested with them?

We've spent between $25,000-$50,000 on this project.

What is the status of this engagement?

The work started in May 2019. We've launched the website, but we're still working together to make modifications. They coach us through all of it.

RESULTS & FEEDBACK

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

They took our requirements and delivered them at the level of branding we expected. They were creative and thoughtful in their process.

How did UpliftCX perform from a project management standpoint?

They were always available. When we faced support issues with the shopping cart, they were a phone call away. We also used Zoom and the Microsoft Office suite. I didn't want to add any other tools, and they let me dictate the methods of communication that I preferred. They delivered on all our timelines or ahead of time. They always replied back within the same day, which was very valuable. Their attention really helped us drive our business.

What did you find most impressive about them?

Whenever we needed something, they always provided a couple of options. If we needed to set up a unique affiliate program, they did the homework that saved us time. They went above and beyond to get us the best results.

Are there any areas they could improve?

I don't want them to change anything. They've delivered everything I wanted, and all our expectations have been met.

Do you have any advice for potential customers?

Be prepared, and know what to expect. Come to them with your imagery and your thought process. They're fantastic to work with, and they'll deliver a website that is worth your investment.

BACKGROUND

Introduce your business and what you do there.

I’m the former marketing manager of Food + Beverage Innovations. We released a product called Jevo, which is a gelatin shot machine for use at bars, restaurants, cruise ships, casinos, and concerts.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpliftCX?

Our website was subpar with zero personality. It also wasn’t mobile-friendly. We reached out to their team to modernize it and make it more visually appealing, responsive, and compatible with mobile.

SOLUTION

What was the scope of their involvement?

They fronted a complete site overhaul, totally reworking our original site with WordPress. To do this, we created a mood board to give them an idea of visuals that we would like on our site. Our team also described features and designs that would be ideal for our brand. We wanted a retro feel. From there, they interpreted our suggestions from early conversations and used the mood board to inform their design decisions.

Our new site launched in March 2019. However, we still keep in touch with them, following up with questions.

What is the team composition?

We worked with Tim (Owner, UpliftCX) who acted as a project lead and designer. Another member of their team also collaborated with us frequently. 

How did you come to work with UpliftCX?

My supervisor, the marketing director of the company, recommended them to me. From what I can tell, they were the only real contender for the partnership.

What is the status of this engagement?

The development lasted from January–March 2019.

RESULTS & FEEDBACK

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

We ended up with a website that is much more consistent in design than our previous one, which was slapped together and didn’t use brand colors. Their team was able to reverse engineer a brand based on the website they gave us. We didn’t have the capability of creating a fleshed-out brand at the time. They gave us colors, fonts, and graphical elements that we could use to create a sense of direction for the brand.

How did UpliftCX perform from a project management standpoint?

I’m pleased with their ability to keep us involved in the development process. They made it clear what they needed from us, like copy and a template for a locator map. Their team was very clear about their timeline and steps to follow to meet our deadline. It was easy to get an idea of what we needed to provide because of their management skills. 

What did you find most impressive about them?

Despite not having previous experience with website service providers, I’m very happy with the work they delivered. We were starting with essentially nothing, and they were able to give us the resources we needed.

Are there any areas they could improve?

This wasn’t a big deal, but the locator map developed for the website was not originally accessible on mobile. It was important for us to have a mobile-compatible site, and we weren’t told to anticipate that being missing from the site. The problem was easily fixed by their team after we reached out, but I wish we would’ve been told that the map wasn’t going to be included on the site in the beginning.

Do you have any advice for potential customers?

At the handoff stage of the project, they gave us several video tutorials that instructed us on how to use the WordPress plug-ins. Everyone working with them should use those resources. I know that it can be easy to ignore help they’re given, but those were beneficial.