What evidence can you share that demonstrates the impact of the engagement?
Within a short period of time, we saw 36 institutions registering with us for certifications. Denovo essentially built a market around us and we’ve done good business in 2017.
They engaged themselves to certain deliverables, such as delivering a certain number of new customers to us each month. They gave us a schedule in the beginning and very much stuck to it. The variation was only 5% or so. They were able to deliver whatever they said they would do.
How did Denovo perform from a project management standpoint?
They were very strict in terms of timelines, which was a great help. Some of our own people became more alert as a result of this. There were some tasks that we needed to take care of, in order to support them, and they moved quite fast. Our agility improved because of this. We mainly used email for communication. We also had Microsoft Project in place.
What did you find most impressive about them?
They understand the customer and the customer base. They explained everything nicely and addressed any concerns we had. I’m happy with them overall. They work closely with us and they’re a good team.
Are there any areas they could improve?
One of the people whom they hired as a coordinator had certain medical issues, which came up suddenly. This made the output suffer. Their replacement strategy, in that case, could have been improved but it only happened once.
Do you have any advice for future clients of theirs?
The customer should be very clear about their deliverables and explain to the team exactly what they want. This will make the work much better. One of the issues that occurred in our own internal management came from not being clear enough about the deliverables initially. The clarity developed after working with Denovo.
Clients should also look at the costs involved in the work done and estimate the rates that will come into play. It’s better to hard-negotiate around the deliverables than around the payment.