What evidence can you share that demonstrates the impact of the engagement?
Upon engagement, we realized Amazing Solutions, Inc. was quite familiar with the software we were already using. They were well-versed in it due to other customer experiences. It seemed that anything we saw come up, they had already explored and implemented before. Performance metrics are based on how responsive and helpful Mark is. If I felt we weren’t achieving our customers’ needs — a.k.a. our needs — then we wouldn’t be with him.
Mark’s attitude is that anything we inquire about can be accomplished in some form or fashion; that’s very attractive. He doesn’t ever respond with no as an answer; something can always be done.
How did Amazing Solutions, Inc. perform from a project management standpoint?
Project management is great. Mark handles all our software updates, which happens not as often as it should but that’s our choice. He pushes and encourages us to stay current. Mark is the one who’s pushing and managing the system for us. He’d be far more effective if we were more receptive to it; we’re typically the problem.
What did you find most impressive about them?
Amazing Solutions, Inc.’s availability, reliability, persistence is the most impressive. If I have an issue and the software can’t provide a fix, Mark creates a solution for us and that’s very appealing.
What’s more, he’s available to us pretty much at all times. His level of responsiveness is ridiculous. I can call him at 6 a.m., and he’ll call me back within a few minutes; it’s incredible.
Because they’re a small business and we’re a small business, we’re very compatible.
Are there any areas they could improve?
No, there aren’t any areas for improvement. The shortcomings we experience are typical because of us or are just the limitations of the software. I don’t have any complaints. This is the one area of my business that I feel is very reliable.
Do you have any advice for potential customers?
Be clear about what you’re looking for. Don’t try to solve the problem on your own or lead them down a particular path. We’ve developed that recipe for success over the eight years. Before, I’d do way too much work trying to decide what the solution was. Had I just given Mark the problem or issue, he would’ve been far freer to create the appropriate solution for us in a more efficient manner. He’s much better at asking questions now to get to the issue.