What evidence can you share that demonstrates the impact of the engagement?
From 2010 to YTD [year to date], we have more than doubled in size and the website is undoubtedly a significant part of that. We run just under $20 million a year in gross and the marketing end is part of that. Just yesterday, I met with people from Europe who came to us as a result of the website, which is not uncommon.
Most importantly for us, is a focus on our 3 values of safety, service, and integrity. Without the website, it would be very hard for people to understand that those values are who we are and what we bring to the table. I hear this from regulators here in the United States, and significantly as far away as the Far East, and routinely from Europe. The website augments our performance and allows us to be very agile and responsive anywhere in the world, which is what we do.
7 or 8 years ago, the majority of what we did was domestic and this has completely inverted. 95% of what we did last year was international, and a lot of that business comes to us because of the website.
How did Alliance Interactive perform from a project management standpoint?
They are very good, which is why we have used them for over 7 years. I turn the work over to Adam and then don’t worry about it. They are always very accessible, even when we call at night. We have been happy to have them.
What you see on our website is a function of their team’s understanding our team. We help them with content and the team drives it from stem to stern. We mostly communicate through phone and email. However, he uses project management tools to communicate with our internal IT team. They keep me honest on what we need to deliver and when.
What did you find most impressive about them?
They deliver on their promise to know us and convey our message through our website. A lot of website providers try to take what they think you should say and put it into a structure that they think will work for us.
We have to understand our customer here to support them well and their team does that well. We train with them all the time. If they don’t understand what we are doing, they will take the time out to figure it out and learn it, so that they can handle that aspect knowing who we are.
Are there any areas they could improve?
The challenges in front of us, going forward, is as the technology and Internet evolves, we are going to have to keep pace with that. The portable systems are what drives our website thought at this point, as well as our marketing. We lean on Adam for that, and he is going to have to learn as we move forward. We really want him to bring that expertise to the table.
Do you have any advice for potential customers?
We worked with the team for around 4 months prior to launching the first site. I needed to make sure that Adam and his team understood what we wanted to accomplish and how we wanted to brand.
We reskin the website routinely and are very deliberate in how we do that. It takes us 4–6 months every time we reskin and rebrand, and they do all of that. They allow us to take our time, which has been worthwhile and works for us.