Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
Digital Scientists increased our application ratings and our application downloads pretty significantly. Before, the app had a low rating, maybe 3. I think we ended up at a 4.5 after the total three years of working with them on the app stores. They did such a great job of fixing many issues, and they made it easy for customers to find our app in the app stores. We got a lot of good feedback. We had had a lot of negative feedback from customers previously, and our feedback improved tremendously.
Take note that we didn't have a budget to enable them to do everything that needed to be done and everything that they recommended. They're highly creative guys and came up with many ideas. We just didn't have the money. They also stressed the importance of putting in metrics for making sure that we were successful. They wanted to be held accountable for ratings and downloads, which I thought was smart on their part.
How did Digital Scientists perform from a project management standpoint?
Their project management was solid, and it was good. We had weekly calls and Digital Scientists would give us a high-level project plan. I'm not a fan of massive, enterprise-level project planning. We just had weekly milestones that they stuck to. Probably the one thing that made it a challenge for them was that our IT organization was so big. We're 300 to 400 people, and they're a smaller shop. But, they were able to handle it well. Sometimes, they used up more hours than they had allocated. They hadn't anticipated how much time it would take to deal with the enterprise architecture approval board and stuff like that. It was never anything major. But, that's just a challenge of a smaller boutique specialty shop working with a big company. Digital Scientists provided an appropriate level of governance for our projects together.
What did you find most impressive about Digital Scientists?
They're easy to work with, and they're good guys. They can take the good feedback along with the bad, such as when we had issues or something wasn't working. Digital Scientists has a nice setup with the guy who runs the company [CEO Bob Klein]. He actually has a twin brother, so they had twin guys – Bob and Tom. They were the relationship fellows, the strategic fellows that I'd talk with. Another fellow named Vishi [Gondi, chief technology officer at Digital Scientists] ran everything. As the marketer running digital for 6,000 stores, I didn't have a lot of time for chitchat. They did a good job of not exposing me to their entire organization. Digital Scientists funneled operational stuff through Vishi. Meanwhile, strategic and high-level business stuff went through the twins.
They're small but mighty. There are good things about that, and there are bad things about that, but we knew that going in. I was very happy with Digital Scientists. I wish I had more money to spend with them. Nobody's perfect, and neither am I but I thought, for the services that they were providing for us, they did a very good job.
Are there any areas Digital Scientists could improve?
We're in Atlanta and the Digital Scientists office was literally on the opposite side of town. I would've liked to have seen them more often. But, I always felt guilty to make them travel for two hours just to come see me. I just like seeing people I work with face to face.