EGA Connect

BACKGROUND

Introduce your business and what you do there.

I was the former photography services consultant for a cruise line.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EGA Connect?

Part of my consulting services included technical support for the software. We needed someone to provide that support.

SOLUTION

What was the scope of their involvement?

EGA Connect provided consulting services and 24/7 IT support. They used Centric Software for the entire system. The ship photographers take pictures every day. Those photos go through the software to be processed and printed on the lab’s machine. Guests can purchase the pictures as prints or digitally.

What is the team composition?

We worked with one person directly.

How did you come to work with EGA Connect?

I had worked with them previously, so I recommended them to the cruise line.

What is the status of this engagement?

We worked together from August 2016–April 2020. The engagement ended due to COVID-19.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They were flexible and accommodating, going to different cruise ships as needed. Their team provided excellent service. The cruise line was very satisfied with the engagement.

How did EGA Connect perform from a project management standpoint?

They were always available and responsive.

What did you find most impressive about them?

They put the client at ease with their knowledge, skills, and quality service. We appreciated the quickness with which they responded to technical issues that came up.

Are there any areas they could improve?

They could improve on communication. There were times when we had to ask more than once to get an issue resolved.

Do you have any advice for potential customers?

They have a good system; you’ll get everything you pay for.

BACKGROUND

Please describe your company and your position there.

Operations Manager for a hospitality and travel based retail business

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire EGA Connect?

Remote and in person service visits for technical support.

What were your goals for this project?

Prevent service interruptions, reduce maintenance time and costs, staff training and support.

SOLUTION

How did you select EGA Connect?

Personal recommendations

Describe the project in detail.

24/7 remote email support, plus telephone and in person support for department staff when issues occur with hardware/software systems.

What was the team composition?

Project Manager

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Very successful and happy relationship, all goals achieved.

How effective was the workflow between your team and theirs?

Very effective.

What did you find most impressive about this company?

Their ability to resolve all issues within the allotted timeframe is amazing.

Are there any areas for improvement?

None.