What evidence can you share that demonstrates the impact of the engagement?
Site users like the clean design and it's easy to use. Our old site hadn’t changed throughout its 14 years of existence, so there has been an adjustment period for some users. Generally, there has been a lot of positive feedback or no feedback. People typically complain more often about issues than they remark on what makes them happy. Considering this, our lack of feedback and complaints from patients, physicians, and internal staff is good. We’ve put together a strong product that has almost had a seamless transition from the older version.
How did Centretek perform from a project management standpoint?
They're great and always keep you in the loop. We received progress updates and knew where the project stood at all times. If there was an issue, they brought it to our attention immediately. It has been great working with them because they are easy to work with.
They also return deliverables in a timely manner. I could actually send a question or concern over text to my account representative, and they would get back to me without extra charge. We are cost conscious, so I appreciated having a go-to person who's cordial, candid, and willing to explain project details. They kept the project moving and didn’t stall on any aspect. We mainly communicated through email and their ticket system, Jira.
What did you find most impressive about them?
They're committed to their clients. They operate as partners and not just as a for-hire service, which we appreciate. We look for important partnerships and relationships that are long-lasting with the potential to develop and grow over time for everything we do. Centretek fit into our business and vision, and we hope to continue to grow with them.
Are there any areas they could improve?
The collaboration hasn't been perfect because there were occasional tech issues or communication glitches. Yet, they are attentive to issues and responsive, which is what we look for in our partners. I'm not a web development expert, so I can’t be critical of how they do things. They've educated me on various development factors, but overall I can’t specifically name anything they could improve on.
Do you have any advice for potential customers?
There were plenty of things that they recommended that our executives refused to adopt. If you're the client, understand that they will recommend what they think is best, so have a candid conversation with them if you have certain internal goals and objectives. We often found a middle ground, taking pieces of their recommendations to create the best possible product. It's also important to trust them as experts. Don't hire them and then micromanage them. Give them the freedom to recommend what they think is best and integrate that into your workflow.