What evidence can you share that demonstrates the impact of the engagement?
Our ROI is 80 cents on the dollar. From a qualitative standpoint, our clients are always thrilled with Computan’s work. We don’t have specific metrics because clients’ results vary due to factors apart from this engagement. But overall, Computan has been completing products with greater efficiency over the last year.
We did give them design work, but eventually decided to use our internal design team. Quality wasn’t the issue; we wanted to increase our flexibility. We found that having an in-house team enabled us to meet face-to-face with the client and get better end-results quicker.
However, at times the QA process between our team and Computan would take longer than we'd expect. That’s mostly our fault because we’re trying to get multiple projects through that don’t necessarily have the timelines they should have. Things can fall through the cracks when we rush projects.
How did Computan perform from a project management standpoint?
They've missed one deadline, and it wasn't for a client project. Since the team prioritizes client work over internal work, they had to deliver one day late. We have two weekly meetings on Tuesdays and Thursdays to ensure everything is on track. The account managers are on those calls to walk us through project statuses; they then send updates throughout the day.
At this point in the relationship, the constant communication makes Computan feel like they’re a part of our team. We use Teamwork, but have also transitioned to using HubSpot services tools and creating tickets to send them. Computan works well with both tools. If it’s an emergency, the team is very responsive via email.
What did you find most impressive about them?
They value their relationship with clients over anything else. Honestly, we need that; whether I’m right or wrong, they treat me like I’m right. The team is patient via phone and email. They never get frustrated or exasperated, no matter how many projects are sitting there. Even when we don’t follow their process, Computan exhibits a patience and professionalism that I wish I could bring back to our agency.
Are there any areas they could improve?
The QA process is the only thing that could be better.
Any advice for potential customers?
Do the groundwork first and get everything packaged and ready to go. Clients should build scope reports completely because Computan will complete the project faster than with information sent piecemeal. Be specific, and they’ll knock it out of the park the first time.