In terms of results, could you share any statistics, metrics, or user feedback that would demonstrate the effectiveness of the work they've delivered?
Everything has been highly successful. Our main performance metric is whether or not our end clients have been happy with their solutions. They have been in every single instance. We haven't had a failed attempt or a misfire yet. They're extremely competent folks there, and they're always willing to go above and beyond to ensure their clients are satisfied.
When working Bright Interactive, is there anything you'd consider unique about their strategic approach or development methodology that distinguish them from other vendors?
They're really good at upgrading and customizing systems. They listen to you, which is also nice. They're not just saying, "Yeah, yeah." They're actually listening, writing it down, and then thinking about it. They're not super fast moving. It's not like they're chasing shiny things all over the place. There's an 80 percent comfort to that. That would be one thing that I really do appreciate in the long-term. Sometimes, in the short term, it's frustrating: why can't you do this? They are very methodical and attentive, which creates a very solid project. If timeline is stringent, I can see issues arising, but if this is going to be a complex, thorough deployment, they can definitely handle it. There have been very few hiccups over the years. There have been a few of instances when a new release has caused a significant hiccup.
In retrospect, are there areas in which you think Bright Interactive could improve as a service provider?
When I first started with them, their documentation practices were somewhat poor. There was a certain learning curve to it. The documentation at the time wasn't up to snuff. What that would mean is that I'd be paying them for a lot of small things, because I couldn't find the answers to it. They've since brought out a knowledge base and much better documentation on that.
Sometimes, being based in the U.K. was problematic. If it's two o'clock in the afternoon here, they're not there. However, that's always been compensated for by five o'clock in the morning on the very next day, and the solution would be on my desk. It took time to acclimate to those circumstances. Before I start a new project, I acclimatize my client to those circumstances, too. If there's a support issue, I will mitigate it first. If it's above and beyond any skill set, I'll say, "You know what, we'll have an answer for you before you even awaken." I do believe they're acting on that, as well, in terms of providing a North American coverage on their support or they're about to.
I was talking about that 80 percent there. There's always that 20 percent that maybe they should offer a couple of other bells, but that's more of client pressure. "How come there's not a mobile app yet?" I know they're working on it. Other people have it, but I know other vendors have a mobile app, but no one's using. They're very thorough in their research, what they should put a head in, again, not chasing the shiny.