What evidence can you share that demonstrates the impact of the engagement?
They’ve enabled us to improve our internal practices. As we’ve brought new players onto our internal scrum team, they’ve helped those people learn best practices for our Agile process and our coding. Beyond that, they’ve encouraged more of our business units to adopt the new customer service chat UI due to how easy it is to customize for branding purposes. The increased chat use has allowed us to ingest 100% of our call recordings for quality monitoring on all of our agents, including those from outsource partners. We’re able to catch when personally identifying customer information may be at risk or to note bad customer experiences for training purposes, which has led to improved training experiences for our agents and better quality control on our end. This saves us money on operating costs and also protects our brand.
How did Agency73 perform from a project management standpoint?
We drive the project management internally, but they’re very good about managing their resources once we allocate work to them. They did a great job of working with us to understand our requirements and the outcomes we were looking for. Their statement of work and their design documents were very detailed, and their transparency throughout the project made us confident that they’d deliver on time.
They’ve become like an extension of our Agile scrum team. Their overseas developers will join us on our morning stand-ups and sometimes we have evening meetings as well. Due to the time difference, they typically work overnight and have things resolved by morning for us to test. If they get stuck or need answers from us, they’ll let us know right away. They’re always willing to pause their work and accommodate our schedule. We move quickly and we’ve sometimes changed requirements or project timelines, but they always roll with the punches and accomplish what we ask for.
What did you find most impressive about them?
They’re able to adjust to the needs of our business at a moment’s notice and they always do so with a high degree of professionalism. We had them on a very tight deadline for our second project, but they delivered 3.5 months’ worth of work in about a month and a half with good quality. They also keep our company values in mind, and they take security and planning very seriously. They understand how precious our brand is and how easily negative situations can damage your reputation and affect revenue, so they’re very conscientious with the ideas they bring to the table.
Are there any areas they could improve?
It’s a small company, so there are growing pains sometimes. They don’t have a big team for front-end management, although they do have a large pool of developers. It can be a little chaotic, but that’s not necessarily a bad thing. I do worry that we’ll lose some of the personal touch to customer service as they continue to grow, but so far they’ve done a good job of maintaining that priority.
Do you have any advice for potential customers?
Bring them in for consideration, even if you don’t end up choosing them, because even in those initial meeting they’re very good about bringing new ideas or perspectives to the table. We’ve gained a lot of insight into projects just from conversations we had with them prior to signing on for a full engagement. They’re collaborative from the outset and provide thoughtful feedback or suggestions.