UpTop

BACKGROUND

Introduce your business and what you do there.

I am the chief technology officer of a data center services provider. We provide space, power, cooling, connectivity, and portal services to a wide range of customers around the country. Our clients include service providers, enterprises, and the like.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UpTop?

Customers traditionally prefer to build their own brick-and-mortar data center facilities for IT [information technology] equipment. They want control over that part of the platform to guarantee the service levels that they need. Also, clients believe it's easier to deal with internal IT systems and IT departments as opposed to working with an external partner. Given this situation, an important pillar of our strategy was putting better visibility and control into our customers' hands. We wanted to build a portal that gives customers visibility, control, and confidence in the underlying infrastructure. Our portal had to be easy to use and navigate. It had to be natural and extensible, almost as if it were the client's own.

We needed help with designing and thinking through the appropriate user experience for that portal. Other than the person you're speaking to right now, we literally had no internal development, software, or design capability in-house. We needed a partner we could depend on completely. Since user experience was critical, we sought out UpTop.

SOLUTION

What was the scope of their involvement?

First, we spent time explaining our near-term and long-term objectives to UpTop. We showed them what we had and where we wanted to take the portal, both technically and visually. UpTop then helped us through the visual design and addressed technical design issues. They laid the foundations for the back-end systems as well. After taking all of that information, they gave recommendations on pieces of the technology platform. UpTop also made a number of initial renderings to help us visualize what the end product would look like. In the process, they refined that visualization to meet our expectations.

UpTop did all the front-end and back-end development work for version one of the platform. We could basically relaunch ourselves from what we had that day. They gave us the option to leverage them as a partner as required or we could continue the development at our own pace as we matured our capabilities in-house, which we've done. We succeeded in launching the platform they built for us from day one. As the platform evolves, we continue to collaborate with UpTop for small piece parts and for tangential support. We've been making incremental investments so that we can have our own development capability. This has allowed us to enhance and expand the platform ourselves.

How did you come to work with UpTop?

My sister happens to be a graphic designer by trade. It's a science and discipline in and of itself. All I knew was that we did not have the experience to make a judgment about our platform's design. Since she was very familiar with the user experience industry, I asked her for recommendations in the country. She also contacted a few colleagues in the industry for additional referrals. Then, we went through a round of interviews with those organizations, and we got a few references along the way. UpTop was one of the companies on her short list. When we were originally introduced to UpTop, we were introduced as a user experience firm. At the end of the day, UpTop just rose to the top. They had the capabilities and the mindset that we were looking for.

How much have you invested with UpTop?

We've probably spent $500,000 or more on UpTop's services.

What is the status of this engagement?

Our engagement with UpTop probably dates back to Q2 of 2015. We had our initial launch in January of this year [2016]. We've continued to do incremental work with them as recently as a week ago [September 2016].

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

UpTop invested time and the resources even before we started writing a line of code. We worked hard to define the requirements and the scope very well. As a result, there were very few, if any, surprises when the delivery came. Our expectations for the scope and schedule were pretty tightly aligned. It helped that we provided enough details upfront before we moved forward with the project. That gave them confidence in developing timelines and delivering our expectations. As a result, they met our expectations in terms of scope, delivery, and being on time.

How did UpTop perform from a project management standpoint?

We've had the good fortune that project management is one of the strengths that UpTop brought to the table. UpTop assigned us a project manager who was very disciplined and organized. He tracked the scope, schedule, and budget items. As our liaison, he translated our expectations into requirements and got answers directly from development resources. He also knew enough technology to be very effective in his role. He always made sure we were aware of where we stood, where the jeopardy was, and what UpTop needed from us. We appreciated the status reports he provided. We've had the opportunity to maintain relationships with that one PM, so he's had continuity from the start. This helps him continue to be effective for us.

Until the later stages of our initial work with them, I was the primary contact and liaison. That meant I spent time in their offices and had electronic communication multiple times a week. As we were getting close to launch, we had a formal status and technology review once or twice a week. Eventually, I brought an architect on board to step in and take some of the final roles. I still retained the primary business relationships. As we've done incremental work with UpTop, I've re-engaged them, helped scope out the work, and kept the business relationship going.

What did you find most impressive about UpTop?

The other firms we talked to had more Ph.D.s than I've seen in academia. UpTop certainly had those credentials, and they had people who truly understood the discipline. But, what we liked about UpTop was that they balanced those credentials with practicality. We weren't just spinning our wheels talking about theory and user behavior constantly. They balanced theory with practical application in our industry. We found that valuable, and it distinguished them from the others.

The other thing I'd say that set UpTop apart was that they were clear, honest and set expectations fairly. They knew when to push back and ask us to think twice about a request. On the other hand, they were able to take pressure from us since we're still the customer. Compared to a lot of partners that I've worked with, there really were no surprises from UpTop. It doesn't mean everybody bats 1,000, but they had a pretty high batting average. Across a large number of partners, not just in this discipline, they're on the top of my list. I give them credit for that. It's why they've been the first ones we've considered when we've had incremental needs. This may sound like they must've paid me a very large fee to give them a glowing review. But, in all honesty, they've earned it. I don't usually like to do these kinds of interviews, but they've treated us well. We were very fortunate that it was a very good match.

Are there any areas UpTop could improve?

I suppose that the right answer is that no one is perfect, and there are always areas to improve. However, our partnership with UpTop works, so I can't say that there are areas for improvement. If it didn't, we wouldn't continue to be doing business with them. I can't say that there is any area where an improvement would make our relationship better.

BACKGROUND

Please describe your organization.

I work for Sotheby's International Realty, which is associated with Sotheby's Auction House. We're the largest luxury real estate company in the United States as far as volume goes.

What is your position?

I'm the top Sotheby's real estate agent in California.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with UpTop?

I entered the real estate business in '91. I didn't have any connections or clients. I was a brand new agent with no referrals or background to help generate clients. At that time, there were no agents who had websites. I was the first agent in the area to have a website. 

SOLUTION

Please describe the scope of UpTop's work.

UpTop manages my sites for me. We just finished our fourth redo of my website. 

How did you come to work with UpTop?

I forget how I hooked up with UpTop. We've been working together for years. 

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

My website has been huge. I sell between $100 million and $200 million a year in real estate. I really equate a lot of that success to my website and my Web presence. We are able to update things instantaneously. I also have a horse website that's managed by UpTop for my horse business. UpTop has been amazing. I would never go with another company.

What distinguishes UpTop from other providers?

UpTop's graphics design has been very impressive. This last year, we went through a redo. UpTop came out and spent a couple of days reviewing websites with me. It took about six months to build the updated site. UpTop is very responsive. I can send them information to update anything, and it's done within the day. They're a class act. Most real estate websites are crap. In my business, you only have a few seconds to grab a client's attention, and you better make it good.

In hindsight, are there areas in which they could improve, or things you might do differently?

No.

BACKGROUND

Please describe your organization.

CenturyLink Telecommunications is an international Fortune 500 provider of telecommunication, cloud, networking and managed services for a large- and medium-sized businesses, the federal government and so forth. 

What is your role and responsibilities?

I work on the business side of CenturyLink – not the residential or the small biz side. We're specifically focused on business services. I'm the senior manager of communications. I handle internal communications for our business unit, which means communicating, managing information for all of the various stakeholders from product, marketing, and pricing groups to our front-line sales people.

OPPORTUNITY / CHALLENGE

What was your goal for working with UpTop?

UpTop has been a strategic partner with CenturyLink for years. We've had a long-standing relationship with UpTop. But, the specific thing that I engaged UpTop on was that we needed Web-based tools and improvements to our communications processes.

SOLUTION

Please describe the scope of their work.

There's been so many projects we've done with them. When I think back to the big one that was an intranet redesign and the whole rethinking of our internal communications platform, we were working with the consultant McKinsey and Company at the time.

What was your process for selecting UpTop?

UpTop was essentially the incumbent, we did put out a request for proposal, but UpTop knew our business. They were cost effective. Really, it was the presentation, the strategic approach, and the good, strong blend of creative solutions. The focus was functionality versus cool. It was really the right blend for us of functionality, usability, design and, of course, the cost effectiveness. UpTop just really understood our business.

Can you give a sense of the size of the initiative?

It was $200,000-plus for the intranet project, but our partnership with UpTop is ongoing.

RESULTS & FEEDBACK

Do you have any statistics or metrics on the project?

Qualitatively, it was a big home run. We were really a generation behind on our intranet, and the new site was just amazing.

Quantitatively, we did some surveying and asked the salespeople how much time they were spending on reading emails, finding information, and finding resources. It was ridiculous. It was more than two hours a day. In the first year of creating this centralized communications process and relaunching the intranet, we dropped that by more than 25 percent. 

The cool thing is, after the launch, UpTop continued to be a vendor of ours. We could say, "this is working real well, but I wish we could do this or this or these things." In many cases, they had already, in their initial design, thought through where we might want to go. It made it much easier to add functionality to the solution because they had designed it with some forethought. We just kept adding to the platform and making it better.

What differentiates UpTop from other partners?

The folks at UpTop are really down to earth. They never seem to be about the latest, flashiest innovations. They're not trying to dazzle you with design. UpTop is  focused properly on solving the business need even if it's a very seemingly pedestrian solution, but they ensure it works.

Looking back on the work so far, is there any area that you think they could improve upon or that you might do differently?

I have told UpTop before not to hesitate to bring solutions to us. We tend to come to them with a problem and say here's something we're trying to solve. They know our business pretty well and they know what I would like more of – because I consider them a trusted vendor – is if they see something, say something. Are there things we might benefit from? It would be great if they came and solved problems that we didn't know we had.

BACKGROUND

Please describe your organization. What is your role and responsibilities?

We're a bedding retailer with more than 2,500 stores across the country. I'm the director of digital development. My team supports all of the e-commerce and digital properties.

OPPORTUNITY / CHALLENGE

What was your goal for working with UpTop?

We had just replatformed one of our digital properties. The design of our site was subpar to say the least. We needed to get it updated so we could start optimizing and converting leads at a higher level. We're always looking to add new features. 

Please describe the scope of their work.

It was website redesign.

SOLUTION

What was your process for selecting UpTop?

We had heard of UpTop previously. We looked at other companies, but I was not involved in the immediate decision. What sold us on UpTop were their personalities. We thought they would mesh well with us. We had also seen examples of the work they had done. They had knowledge about everything from user experience to Web design and  Web developing to Web hosting and everything in between. 

When was the work completed? Can you give a sense of the size of the initiative?

Our partnership is ongoing and, at this point, falls between $50,000 to $200,000.

RESULTS & FEEDBACK

Is there anything unique or special about UpTop that really makes them stand out?

I worked with a lot of partners in all parts of the digital atmosphere. One of the things that makes UpTop special is that we can go to them with any problem or task we have, and they're always willing to figure out a way to solve it or get it done. Every discussion we've had they've said yes. They've delivered on every project beyond expectations. The flexibility and the amount they're able to deliver on their promises is incredible. We haven't seen that with anyone else.

Looking back on the work so far, is there any area that you think they could improve upon or that you might do differently?

I can't think of anything.

BACKGROUND

Please describe your company and position.

I am the Marketing Director - Global Demand Center of a software company 

Describe what your company does in a single sentence.

We digitize organizational resilience at scale and enables customers to protect their people and assets with an integrated suite of critical event management solutions.

OPPORTUNITY / CHALLENGE

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

• Digital buyer journey research
• Digital buyer personas
• Digital buyer journey map

SOLUTION

How did you find UpTop?

• Referral

Why did you select UpTop over others?

• Referred to me
• Expertise & previous work

How many teammates from UpTop were assigned to this project?

2-5 Employees

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

UpTop conducted analysis across UX, data, and customers (nearly 400 customers). The outputs were new navigation, digital personas, digital buyer journeys, and recommendations to improve our website.

RESULTS & FEEDBACK

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

Multiple forms of customer research across nearly 400 customers. Final report included new navigation, digital buyer personas, digital buyer journeys, and recommendations for website improvements.

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

They were very on top of the scope and timeline. They proactively raised concerns whenever we faced potential delays, and gave helpful solutions that enabled us to achieve our goals.

What was your primary form of communication with UpTop?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

UpTop conducted analysis across multiple areas: analytics, UX review, multiple forms of customer research. They ultimately distilled all the analysis into data-driven, customer-centric recommendations that we could immediately action.

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

No