What was the scope of their involvement?
Our website covers the charity, mission areas, and zoo attractions. It also has various e-commerce functions, such as selling tickets. The initial tender was for rebuilding our website using Drupal. They designed the wireframes and built our website and CMS.
We’ve also used them to integrate with our CRM system, which is currently managed by another company. They built an interface to connect to our API and improve the ticketing system. We now have 40–50 sales channels to various ticketing products and services. Catch is managing that online experience and making sure that the systems are integrating properly with our ticketing and CRM system. They’ve also provided advice and made improvements to the site.
Finally, they also developed the London Zoo app. More recently, Catch and another company built a conservation app that allows people to see real-time images from various conservation projects.
We’re currently performing optimization work. We are working on optimizing user flow, especially on our ticketing and other revenue-driving channels. We are making sure that the customer experience is optimal with minimal dropout rates.
What is the team composition?
I've interfaced with a number of people from their team over the last four years. We usually have an assigned project manager. We’ve spoken a lot with the owner and two other senior people from their company.
How did you come to work with Catch?
We put out a tender and made a short list of four companies and ended up selecting Catch. They made a presentation, listed what they do, and we selected them based on that. We found them to be honest and open about how they would work with us. Catch seemed like a nice fit for an ongoing relationship.
How much have you invested with them?
The initial website redesign was a big investment. Since then, we’ve invested in other areas with them. We have support contracts in place for keeping the website running and a monthly contract for iterative improvements.
What is the status of this engagement?
We’ve had an ongoing relationship for four years. The last iteration of the website was made in February 2014. The original London Zoo app was built a year later. The conservation app was built in 2017. The yearlong project for the integration of our ticketing system started in 2016.