Boston SoftDesign

BACKGROUND

Please describe your company and your position there.

I run the Customer Support department at Brondell, a company that manufactures bidets, air purifiers, and water purifiers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Boston SoftDesign, and what were your goals?

When we contacted BSD, we were seeking development services pertaining to Workato, NetSuite, JIRA, and Zendesk. We've been utilizing their services for operational process optimization, automation, and software stack consulting.

SOLUTION

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

We were brought together by Workato. BSD set itself apart from competitors through thorough requirement building, easy communication, and straight-forward logic.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

BSD has connected pieces of our operation together, removing manual work after determining requirements. They have leveraged their knowledge of Zendesk, JIRA, NetSuite, and Slack to help deliver efficiencies to customer support and operational workflows.

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

4-5 individuals have worked with us, and I know that many more have worked with us behind the scenes. We generally interface with their Client Director and a few mid-senior developers.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We have become much more automated and efficient after workflows have been published by BSD. They provide in-the-moment troubleshooting as a part of our Slack channels, and provide plenty of clear problems and solutions to our team directly.

Describe their project management style, including communication tools and timeliness.

BSD communicates through Slack and e-mail, ramping up communication frequency when projects are kicking-off or winding-down.

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

They're able to see the logic that will speed up an operation swiftly. Once a requirement is set, the logic is very easy to follow and execute on.

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

No improvements required- world-class experience.

BACKGROUND

Please describe your company and your position there.

I am a Software Engineering Manager at a global education and learning technology company. The Company provides print and electronic textbook curriculum, learning content, and assessment tools and services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Boston SoftDesign?

AWS Managed Services support

What were your goals for this project?

The goal was to consolidate the infrastructure management approach and have a single entity to assist with AWS Infrastructure monitoring and support.

SOLUTION

How did you select this vendor?

We’d already been using BSD managed services in other areas and asked BSD to provide a POC for AWS Infrastructure monitoring and support as well, which resulted our current long-term engagement.

Describe the project in detail.

BSD provides 24/7 monitoring and support services. Their primary function is helping us to maintain 99.99% uptime for our production systems. In the early stages during support onboarding, they assisted with deploying a cloud infrastructure monitoring approach following industry best practices, while sharing their expertise in this area.

Going forward together with their regular support, they assist various application support teams with infrastructure management, including assisting with CI/CD process implementation and management.

What was the team composition?

For all the Managed Support projects we have with BSD, they assign a lead technical engineer to manage and coordinate activities, along with a 24/7 operational team.

RESULTS & FEEDBACK

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

BSD monitors and manages our onboarded infrastructure with the best of care. They are quick to onboard new environments, and always willing to help with the process.

They have established internal processes and documentation that enables the entire 24/7 support team to provide high level support at any time for any environment. They operate with full transparency, and regularly provide reporting on activities, SLAs and uptime stats.

How effective was the workflow between your team and theirs?

The workflow between our teams is excellent. They have earned our respect and trust in all areas, and we often turn to their teams for advice for new projects or resolving issues.

What did you find most impressive about this company?

They continually focus on improvements that can be made in our environments. They not only react to issues and alerts but work toward finding and resolving the root cause in order to avoid repeated issues.

They also proactively advise on improvements or best practices that can be implemented in order to improve the performance or security of environments.

Are there any areas for improvement?

I honestly have no answers for areas of improvement with this company. They have exceeded our expectations in all areas.

BACKGROUND

Please describe your company and your position there.

I am a Lead Developer for our e-commerce applications.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Boston SoftDesign?

Mostly Devops, but we use BSD for other teams throughout the company.

What were your goals for this project?

Stand up and maintain our web presences

SOLUTION

How did you select this vendor?

TBH I wasn't involved in that process, but am glad we did. They have been a godsend to my team and company.

Describe the project in detail.

Devops and overall maintenance or our applications

What was the team composition?

Devops, developers, qa, PMs

RESULTS & FEEDBACK

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

Always on-time and on budget.

How effective was the workflow between your team and theirs?

It's been great. Anytime I ask for something I know it will be done correctly.

What did you find most impressive about this company?

Their willingness to step in and help us with what we are doing...they are always there for us.

Are there any areas for improvement?

None, they could't be more helpful