What evidence can you share that demonstrates the impact of the engagement?
Most of our success relates to feedback from patients and caregivers and our board about the new site and how easy it is to find needed information. The site does the work for the patient and caregiver, putting information most important to them front and center so they can get there in one click. Brunch encouraged us to make the site more modern and digital, so we treated some videos and introduced them at the beginning of sections. Patients have really loved those.
We’ve also gotten good feedback on our special projects, one of which was for National Osteoporosis Month. Brunch introduced a “hero” photo and implemented a call-to-action that led people to a page specifically designed for the project. It had special illustrations that highlighted our new material and reminded what was already on our site. People liked it so much we started creating special pages that advertised activities for Osteoporosis Day.
How did Brunch Digital perform from a project management standpoint?
We talked on the phone frequently during the website redesign and now speak every two weeks. It’s great to have that time set on our schedules, even if we don’t need it. I email them at least once a week, and they make an effort to stay available and answer any questions we have. It’s been helpful to have one person to go to with everything.
They did a tremendous job managing the whole process—keeping us on target, setting deadlines, and helping us meet our launch deadline. Their ongoing work maintains our customer service and ensures we can make changes quickly.
What did you find most impressive about them?
Their culture is one of the most impressive things about them. They want to be seen as an extension of their client’s staff, and that’s how they operate; it’s not a “you and us” relationship. Having been a business owner earlier in life, I appreciate this. This helps Brunch be a real resource to their clients and provide exactly what they need. They were terrific to work with, and we were pleased with their assistance.
Are there any areas they could improve?
It would be good to remind people of all the services they offer. Every time I get a big-picture review of what they’re doing, I realize there are many things they do for their clients I didn't know about. They’ve added a lot since we’ve started working together.
Do you have any advice for future clients of theirs?
Work with the owner to identify your day-to-day contact on the team. We worked with a couple of people in the beginning, and it became clear we had a good rapport with Jayme (Director of Operations and Project Management, Brunch Digital).
Make sure you know all of Brunch’s capabilities so they can deliver everything you need. I needed an app patent lawyer and had no idea how to find one. I mentioned it in an email to the Brunch team, and they got back to me a couple of hours later, connecting me with someone who helped find a lawyer specializing in patents for apps.