Barrage

Introduce your business and what you do there.

I’m the CEO of Marrow Labs, a development agency.

What challenge were you trying to address with Barrage?

We engaged Barrage to help us with our design needs because we didn’t have an internal design team.

What was the scope of their involvement?

They helped us in developing and designing a software solution for one of our partners in Hamburg. It was for managing a coworking space. Barrage also managed the SEO efforts and ads of our third-party client. 

Moreover, their team found out that our external stakeholder’s system had some serious security issues and major flaws in its performance, speed, geolocation positioning, and more. That was how we found out that they had a strong security team. As a result, aside from designing that system, they also did a security audit.

As our partnership progressed, we started collaborating with them regarding legal issues because they had a strong legal team that was capable of advising us a lot regarding some potential merging opportunities. Barrage also gave us one lead customer so we tried to approach that with fine legal contracts. In the beginning, it was pretty bad. However, they helped us to make it a little more professional than we started. 

We continue to hire them for their design, security, and legal services. We’ve also enrolled them in some blockchain projects because they have strong expertise in that field.

What is the team composition?

They have 3–4 people in charge of design and 4–5 people in charge of security and technical advisory. They also have a project manager and another person in charge of legal issues.

How did you come to work with Barrage?

Barrage had everything we needed, and we agreed on a fair price. Overall, we chose them because they were a one-stop-shop.

How much have you invested with them?

We’ve spent €100,000 (approximately $117,000 USD).

What is the status of this engagement?

Our ongoing work began in July 2018.

What evidence can you share that demonstrates the impact of the engagement?

With the team’s support, we've confirmed that the application of our third-party stakeholder isn’t secure and barely working. On top of that, they’ve overpaid their previous service provider. 

Despite that, Barrage has helped us with their expertise and security knowledge. However, it’s difficult to mention any metrics because we’ve had to hold for some time because of COVID-19. Overall, we’re just grateful that they’ve helped us a lot with their consulting services.

How did Barrage perform from a project management standpoint?

We don’t have any problems with deadlines. When we have tight deadlines, they work overtime, so everything has been going well. We use Jira, Slack, and email. We also schedule meetings regularly, and they have been flexible with their availability.

What did you find most impressive about them?

They have good organization skills, and we’re confident about working with them. On top of that, they have a scalable and talented team.

Barrage makes it a point to secure everything. More importantly, they have ISO certifications. I haven’t seen many companies that are quite boutique but still have proper procedures and security protocols well-integrated into their business. Above all, they accept large-scale projects even though they’re not a big company.

Are there any areas they could improve?

They can be stricter around project management, but I really don’t know of any special issues they can improve.

Do you have any advice for potential customers?

Be clear about what you want and explain it in detail.

Please describe your company and your position there.

I'm the COO of a digital agency. We design and develop our own digital products and mobile / web applications for clients.

For what projects/services did your company hire Barrage?

We had built an online tool for proposal creation, but we didn't have resources to provide customer support to our clients.

How did you select this vendor and what were the deciding factors?

We reached out to Barrage as we knew they have customer support resources and recommendations we've received were stellar.

Describe the project in detail and walk through the stages of the project.

Their team integrated they support ticketing system, in-app chat and they are handling all customer support tickets, feature request and bug reports.

How many resources from the vendor's team worked with you, and what were their positions?

We worked directly with the customer support lead, but depending on the amount of support tickets, 4-6 people worked in the support

Can you share any outcomes from the project that demonstrate progress or success?

Their support team answer on all incoming support tickets and feedbacks, resulting in 98% satisfaction rate from users that contacted support.

How effective was the workflow between your team and theirs?

Super effective and straightforward communication with the support team lead. We used Slack for our day-to-day communication and resolved any issues and roadblocks in matter of minutes

What did you find most impressive or unique about this company?

They offer high-level of support, team augmentation was a seamless process which they've passed with flying colors.

Are there any areas for improvement or something they could have done differently?

Not much too improve, their support team resolved all challenges without a sweat.