Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
Clients are mainly contacting us through the app at the moment. We've found that the engagement with weekly reports has increased massively, by about 300%. Clients receive reports directly through the app, rather than getting an email which would become lost in their inbox.
We measure client satisfaction through a net promoter score. From the app's launch, we saw a 10% increase in our score, over the next two cycles. That is a massive increase, considering that it had been steady over the last 6–8 months. We feel that this is directly attributed to clients' engagement with our app.
We've noticed an increase in productivity with our client managers, who can organize their days a lot better by having clients communicate through the app. We've also doubled our touch points with clients through the app, and we've decreased the number of phone calls, which has made our client managers' roles more efficient.
How did App Gurus perform from a project management standpoint?
App Gurus made the work easy for us. We were working on multiple projects at once on our end, so having a team that could take the lead and manage the project was helpful. On other projects we've done using outsourced companies, we found that we tended to be the ones initiating contact. We didn't have to do this with App Gurus, and the work was actually delivered earlier than expected.
App Gurus was never afraid to give us bad news; if a feature we requested was good, they went ahead and did it, but if App Gurus felt that it wouldn't work, they told us.
What did you find most impressive about App Gurus?
In the initial phases, App Gurus' approach was very collaborative. They weren't afraid to provide ideas and expand on what we wanted to deliver. We never felt that we were dealing with sales people, but rather with a team that had a deep technical understanding.
Are there any areas App Gurus could improve?
The work was easy and hands-off for us. Since it was our first app project, I don't have a basis for comparison. I can't find any faults with App Gurus, other than having more discussions around design.
What tips or recommendations could you share that might increase the likelihood of success with App Gurus?
The collaboration should be treated as a partnership. Having a constant back and forth process is very valuable. As we've seen through our own work, clients can become emotionally attached to a project, so the real value that App Gurus can provide is honest feedback. If they feel that something can be done better or needs to be dropped, clients should consider the advice.