Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
It’s hard to say, but the impact of these systems is key for us. The booking part is super crucial. Before that, there was a customer service person who spent half her day answering customer calls to schedule and reschedule. The capabilities that we had were so limited. But those customer service calls have been reduced to a very low number now. In terms of order management, we’re still migrating into that system, but the impact of that will also be quite significant. Once everything is rolled out, I think it’ll easily save us one full-time person.
How did bvblogic perform from a project management standpoint?
We set up milestones and a project plan. It’s a relatively agile way we’re applying with them: we throw out specs, they review it, they come back with questions, and they start working on it. We have daily calls to align ourselves and test what’s out there. It’s not a massive project plan. We are using tracking tools as simply as possible. They have access to Basecamp and all these tools, but we’re resorting to Google Docs at the moment. It just happened like that, but it works very well for us.
What did you find most impressive about bvblogic?
They’re quite keen on doing a good job. When you work with third parties, oftentimes they overestimate their time and everything takes so much longer. I don’t feel like I’m getting ripped off at all by them. It seems like they’re charging us for a very fair amount of hours. If we think something is excessive, they’re willing to talk about it with us with them going back to their developers and asking why it took this much time. We agree on a new process in case something like that would happen again. It’s very fair from both sides. From that, we’ll have enough trust that we’re not going to challenge everything and start endless discussions. It’s a very friendly way of working together.
Are there any areas bvblogic could improve?
The problem with any outsource development house is that the talent leads, the superstars, aren’t going to work in an agency forever. We were lucky enough to have one of these superstars on the team, but unfortunately, they get sold out by companies with deeper pockets. Finding and attracting replacement superstars is tricky, but that’s not unique to bvblogic; that problem is an industry-wide issue.