Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
I would think back to some of the search features. The search results have improved dramatically. We’ve seen some reduction in customer service calls looking for specific parts or support videos. Sometime early in March, we saw about a 10% increase in organic search results, people getting what they wanted. That’s probably the big thing.
AALOGICS’ resources are consistently available and very prompt. They follow through on all the tickets. Technically, they’re very good. They provide a lot of good technical capabilities within their staff, which is good in our situation. We’re across the board, and every day it’s a different curve ball. They’re very good at all the maintenance. I’m a Magento guy, but I’ve really tried to stay way out of the technical stuff. When I see problems, they’re very good about resolving the issues and knowing what to do. We have three different Magento environments, and they are good about babysitting all of them and keeping them up to date.
It’s reasonably priced, and we have no intention of leaving them. If anything, I’m afraid we’re going to give them more work. We have two dedicated people all the time, and we harp on them to have three. I think they have a hard time with finding talent in Pakistan for that third guy sometimes.
How did AALOGICS perform from a project management standpoint?
We use Assembla, which is an online ticket system. That’s the backbone of our whole process. Everyone has their own profile on there, so they’re all getting the emails regardless of who is updating it. They’re very good about responding and making sure it’s understandable in English. There’s rarely even a spelling error. They meet the timeline probably 95% of the time. We are the ones who come up with these fire drills, and they do the best they can with it.
We’re sensitive to the 12-hour time difference. If I have something pending, I make sure I’m up at 5:30 in the morning to communicate with them, and vice versa.
What did you find most impressive about AALOGICS?
I would say it’s their ability to make heads or tails out of our cryptic support tickets, and then the technical side. They’re very good at technical and programming work.
Are there any areas AALOGICS could improve?
I wish they were within about six hours, rather than a 12-hour time difference. Otherwise, they do a great job.