Emergent Software

BACKGROUND

Introduce your business and what you do there.

I’m the Chief Information Security Officer (CISO), EVP, and CTO of ReliaFund Inc. Our organization is an electronic payment processing company or third-party payment processor. We generate bank files for merchants to initiate remote deposits and Automated Clearing House (ACH) payments. We also provide credit card services. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We needed assistance to manage our Microsoft Azure environment.

SOLUTION

What was the scope of their involvement?

Emergent Software is our primary resource to manage our Microsoft Azure and Microsoft SQL Server environments. We purchase a number of working hours every month and manage the general administration, and Emergent Software does the oversight. 

We’ve worked on several projects with Emergent Software. When we started working with them, our operations were already 100% cloud-based, and we needed to fix our Microsoft Azure virtual desktop environment to make it more resilient and provide better performance for our users.

The second project Emergent Software has worked on is conducting a security assessment and acting on those findings. Additionally, Emergent Software has helped eliminate virtual hardware on our networking that was no longer needed. The team has made additional purchases, mainly from Microsoft, since we’ve moved to a managed instance of Microsoft SQL Server. We’re also using a program called Nerdio, which we’ve purchased through them.

What is the team composition?

We work with a team of five teammates with whom we meet weekly, including a customer success manager, a project manager, and Jeremy (Azure Architect). We’ve also worked with other 4–6  specialists as needed. 

How did you come to work with Emergent Software?

I had previously worked with one of Emergent Software’s consultants with a previous company. I kept their contact and reached out for this project.

How much have you invested with them?

We’ve spent around $300,000 with Emergent Software. 

What is the status of this engagement?

We had the initial conversations on April 2021 and signed the engagement on June 2021.

RESULTS & FEEDBACK

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

Emergent Software has conducted a security assessment in the banking industry, and our company was in the top 25%. Our scoring in security assessments within Microsoft software has been consistently between 75%–80%, which is desirable. Emergent Software has helped us save costs in our operations, and their work quality is outstanding — we turn projects over to them as often as possible. 

How did Emergent Software perform from a project management standpoint?

We’ve grown the projects during the timeframe, causing the budget to grow too, but Emergent Software has been very flexible and willing to work with us. They meet our expectations both in terms of the contract and moving outside of the scope into other projects. 

We use Azure DevOps Server for project management and have a scheduled weekly meeting with our whole IT staff and Emergent Software’s teammates, which are regularly nine team members.

What did you find most impressive about them?

Emergent Software has shown an extremely high level of confidence. All of Emergent Software’s staff is top-tier, and they clearly stay up with the industry and their education. They treat us fairly and are honest about the things they don’t know — they don’t bill us for the tasks that are part of their learning curve. Overall, we have a productive relationship with Emergent Software.

Are there any areas they could improve?

We haven’t found the right fit to manage our Microsoft Power Automate and Microsoft Power BI environments. Emergent Software is currently growing this part of their business, although we haven’t found what we need yet. 

Do you have any advice for potential customers?

The challenging thing is to remain engaged with Emergent Software. I’d recommend not necessarily demanding that they become experts in your business and, instead, find the balance where you provide the expertise about your industry, and Emergent Software provides the expertise on a technical level. 

BACKGROUND

Introduce your business and what you do there.

I’m the senior finance manager at a manufacturing company. We work in the industrial molding and tooling space, primarily for medical and defense businesses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We used multiple ERP systems across our sister companies, so we wanted a platform that could consolidate everything into one reporting platform.

SOLUTION

What was the scope of their involvement?

Emergent Software has used Power BI for the platform. Behind the scenes, they use an on-premise SQL server database. The platform is a KPI screen that’s company-facing; that’s the key product.

What is the team composition?

We have one project manager and a single software developer.

How did you come to work with Emergent Software?

We found them through an internal referral; someone in our department had worked with them. We went out and talked with several service providers, but we chose Emergent Software. One of their selling points was that their developer and project manager could continue working with us for the life of the project.

How much have you invested with them?

We’ve spent around $20,000.

What is the status of this engagement?

We began our partnership in June 2022, and our relationship is ongoing. We’ll work with them for the foreseeable future.

RESULTS & FEEDBACK

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

They’ve been an excellent partner.

How did Emergent Software perform from a project management standpoint?

The engagement has been flawless. They have a link to schedule meetings with the developer; we can see his schedule and work when it’s convenient for us. Overall, the communication has been excellent. We use Zoom for all of our calls.

What did you find most impressive about them?

First, they listen and understand what we want to do. Out of all the service providers we vetted for this project, they were the ones that made an extra effort and didn’t put us in a box. Everything they’ve provided has been customized to fit our needs, so everything’s exactly where we want to be.

Are there any areas they could improve?

No, there isn’t anything on the downside.

Do you have any advice for potential customers?

As with any project, define what you want to accomplish and discuss the scope with all the partners. Overall, ensure everyone has a clear understanding of what you’re trying to achieve. For example, we had an internal team in place to make the project go as smoothly as possible.

BACKGROUND

Introduce your business and what you do there.

I’m the SVP of IT at a plumbing manufacturing company. We manufacture plumbing fixtures for the commercial marketplace, including buildings and stadiums. Our company also has a safety division that makes eye washes and emergency showers and another division that makes bathroom partitions and accessories such as grab bars, toilet paper holders, faucets, and towel holders.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We wanted a best practices implementation of our SQL servers. Our company had accumulated a number of SQL servers, and I needed somebody with the expertise to audit them and give us a plan on moving forward with upgrades to determine which upgrades were worth it. Then, we needed them to perform the work and supplement my staff with database administrator (DBA) services to sustain the SQL services we just paid to get upgraded or moved.

SOLUTION

What was the scope of their involvement?

Emergent Software has audited our SQL servers and delivered a project plan to move forward. First, I had them do one set of assessments for our most important servers. Then, we had another phase of assessments with our second tier of servers. From there, we put together a project for the team to help us with the upgrades. 

For our business-critical SQL servers, we have a monthly managed service and development agreement with Emergent Software. If we have problems, they provide support. The team monitors the servers and informs us if anything comes up. We can also contact them with any issues. They use Redgate SQL Monitor as a monitoring tool. 

What is the team composition?

We work with two teammates from Emergent Software: Tom (Solutions Engineer) acts as our project manager, and Ric (Senior Database Administrator) is our DBA.

How did you come to work with Emergent Software?

I found them through an internet search when looking for DBA services. Emergent Software was located within my time zone, and once I talked to them, they seemed like a good fit. I put together a small project to see how they would do, and they did great, so I expanded the project. 

How much have you invested with them?

We’ve spent a little more than $60,000. 

What is the status of this engagement?

We started working with them in August 2021, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Since working with Emergent Software, I haven’t had downtime, which is a huge metric for us. Their monitoring tool gives me metrics of the servers’ performance, showing that the team has our servers tuned to work exceptionally well. 

How did Emergent Software perform from a project management standpoint?

They perform very well from a project management standpoint. They’re very good about communicating what’s necessary and what can be deferred. We communicate via email. I have a certain number of hours a month from them, and they’re good about telling us where we’re at and when we’re about to exceed our hours; they send an update every two weeks. They also help me manage the hours based on the work we have. 

What did you find most impressive about them?

Emergent Software excels at helping me prioritize work. Moreover, the team is very consistent in quality and responsiveness. I really like that we have continuity with a single DBA that knows our environment. 

Are there any areas they could improve?

If I need any improvements, I give them feedback, and they implement it. For example, I told them it would be helpful if they updated me on the hours spent twice a month, and they said yes with no problem. Therefore, I don’t think they need to improve anything else. 

Do you have any advice for potential customers?

Start with an assessment of where you’re at and see how they work. That will tell you whether to have Emergent Software as your managed partner. Initially, I wasn’t looking for a managed partner, but they did so well in the assessment that I realized I couldn’t live without it. 

BACKGROUND

Introduce your business and what you do there.

I’m the SVP of First Security Bank, a small community bank.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We were looking for someone to provide us with managed IT services.

SOLUTION

What was the scope of their involvement?

Emergent Software is our primary IT services provider, helping us migrate our data from our in-house servers into a cloud-based solution.

Our operations are now in a Microsoft 365 and Azure-based environment and have also converted our voice-over IP into Microsoft Teams.

What is the team composition?

Our main point of contact is Jamie (CEO), an Azure specialist, Microsoft specialist, and Office 365 specialist.

How did you come to work with Emergent Software?

The owner of Emergent Software was our previous IT management services vendor who ended up selling their company to a larger company. 

How much have you invested with them?

We’ve invested somewhere around $100,000.

What is the status of this engagement?

Our ongoing partnership started in August 2021.

RESULTS & FEEDBACK

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

We’ve recently had a third-party general control firm review our operations, and they were extremely complimentary of how we’re set up. Emergent Software consistently responds to our questions and resolves them with efficiency.

How did Emergent Software perform from a project management standpoint?

They always meet our deadlines and make the process easy for us to understand. They’re also highly communicative; we typically interact through Teams, email, and phone.

What did you find most impressive about them?

We’re impressed with how much care they put into our partnership; they set us up for success and don’t take shortcuts to achieve their goals.

Are there any areas they could improve?

I can’t think of anything they need to improve on because they collaborate well on what needs to be done differently.

Do you have any advice for potential customers?

If you don’t have any experience in the cloud-based space, I highly recommend putting your faith and confidence in them to guide you throughout the process.

BACKGROUND

Introduce your business and what you do there.

I’m the digital marketing manager at The Raymond Corporation. We manufacture material handling equipment. We’re located in upstate New York and are part of Toyota Industries.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We needed help to maintain and upgrade our commercial and marketing website.

SOLUTION

What was the scope of their involvement?

Emergent Software provides software development services. They’ve done a security check; it’s essentially a scorecard on our code and how it was set up. Also, they’ve done accessibility work. They’re now working on ongoing coding and UX suggestions. We use Sitecore.

What is the team composition?

We’re in touch with a sales development person. We didn’t speak with the developers until we solidified our arrangement.

How did you come to work with Emergent Software?

We found them via a referral. We did some research, and Clutch was one of the tools we used to evaluate them. We chose them because they were a somewhat smaller organization, so we’d be a big client for them.

How much have you invested in them?

We’ve spent $1.2 million.

What is the status of this engagement?

We formally began our partnership in July 2021 and are still working with them.

RESULTS & FEEDBACK

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

We don’t have specific KPIs, but we look at where they spend their hours, whether it’s on communication or particular projects. Since they were a new vendor, we had many communication hours upfront; they’ve gone down as we’ve developed further. We also look at the standard industry scorecards.

How did Emergent Software perform from a project management standpoint?

We use email and usually have Teams meetings with them. Additionally, we have a dedicated IM system.

What did you find most impressive about them?

They’re good at meeting deadlines and staying on budget. 

Are there any areas they could improve?

They had some personnel changes recently, which has raised a red flag. Since we’re looking for longevity on our account, we don’t want people coming on and off all the time because there’s a learning curve. We want to ensure we have that stability on our team, so we’ve had open communication about it.

Also, we need to improve and focus on who should attend each meeting because having everyone at every session is a waste of resources.

Do you have any advice for potential customers?

Be open and honest about what you’re looking for. Make sure that they understand your expectations; they’ll tell you whether or not they can meet them.

BACKGROUND

Introduce your business and what you do there.

I’m the sales operations manager at Electromed, a medical device company that sells smart, high-frequency vests for chest wall isolation and therapy. I’m in charge of a lot of things in the company, but the three main things I handle are CRM administration, compensation, and territory analysis. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We had two databases and wanted to eliminate one of them because it was an old system. Our team needed to push data into a single database in our sales team's CRM system. At that time, we were working with an IT consultant, but we weren’t satisfied with their opinion. As a result, we hired Emergent to find a better and more efficient way for us to do what we wanted.

SOLUTION

What was the scope of their involvement?

Emergent has created a system that links data from one software to another. We’ve provided them with documentation, which they’ve manipulated to work correctly. They use Microsoft Azure to create this system. Our databases are on the Brightree platform, while our CRM is Microsoft Dynamics. 

What is the team composition?

We’ve consulted with Mark (CTO) and Tom (Software Solutions Engineer). Tom has been part of the project the whole time. Then, the three main people that work on the project are Jameson (Senior Project Manager), Zack (Senior Software Architect), and Ryan (Senior Software Engineer). 

How did you come to work with Emergent Software?

We interviewed a couple of companies, and then one of our IT consultants referred Emergent to us. 

How much have you invested with them?

So far, we’ve invested around $100,000. 

What is the status of this engagement?

Our partnership started in September 2021, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

Everything that we ask Emergent to do works 100%. The data-sync system they’ve created pulls the exact data that we want. We’ve experienced bugs, but the team has been responsive and has a great sense of urgency. They fix any bugs we find within the same day. 

How did Emergent Software perform from a project management standpoint?

There’s a night and day difference between Emergent and our previous IT consultant. Jameson is highly organized and has good agenda management every time we meet. He does a great job of keeping notes. There’s never an instance where he takes days to respond or doesn’t know what we’re talking about. He knows exactly what we need. 

Meanwhile, Zack seems to be the smartest human being I’ve ever met. He’s amazing at carrying out the code we need to ensure that our data sync works. He can also communicate their work to a person that doesn’t understand technical things. Overall, the team has been highly responsive, and working with all of them has been a pleasure. 

To manage the project, they use DevOps practices. We communicate via emails, phone calls, and Teams. 

What did you find most impressive about them?

Emergent isn’t only responsive and urgent; they also have integrity — they do what they say, and they do it well. They don’t only consult with us to solve our problems; they also provide us with their expert opinions. It’s rare to find someone that does everything we ask. Overall, they’re truly reliable. 

Are there any areas they could improve?

No, there aren’t any. 

Do you have any advice for potential customers?

If you can choose, ask for Jameson. Tom is a great person that coordinates everything, while Zack is a genius. Together, they make communication truly easy. 

BACKGROUND

Introduce your business and what you do there.

I’m a marketing manager at People Driven Technology, Inc. We provide IT solutions and consulting services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We hired Emergent Software to build our website.

SOLUTION

What was the scope of their involvement?

The Emergent Software team developed our website. After consulting with us on the platform we wanted to build it in, they set up to work on the design mockup and the implementation of Umbraco, which is where we host the website. Their team did all the necessary coding so that I can manage the content of the website easily. They also took care of the backend and UX/ UI design.

We’re going to work on a second phase next summer to implement more programs to the website.

What is the team composition?

We work with Broderick (Software Engineer), Chris (Senior Software Engineer), Jameson (Senior Project Manager), Jamie (CEO), and Kyle (Senior UX Designer). 

How did you come to work with Emergent Software?

I knew Jamie because I had worked with him in the past. I reached out to him, and we decided to work together.

How much have you invested with them?

The contract was for about $20,000.

What is the status of this engagement?

We started working together in March 2021, and it’s ongoing.

RESULTS & FEEDBACK

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

I’d give them a 10 out of 10. They took my vision and brought it to life, always helping me understand what was feasible and what wasn’t. I’m very excited about phase two of the project because we’ll further develop the website. The team has been fantastic — I have zero regrets. I don’t think I could’ve pulled this off without them.

How did Emergent Software perform from a project management standpoint?

They use different programs that make communication easy, thorough, and timely. They’re quick to respond should I reach out with any questions or thoughts, sometimes providing more information than necessary.

Everyone on their team has been excellent at keeping me in the loop and helping me understand what we can accomplish, which makes me confident about collaborating with them.

What did you find most impressive about them?

Working with them has been fun, and I can see that they enjoy working with me, too.

Are there any areas they could improve?

Not that I can think of.

Do you have any advice for potential customers?

If you’re looking to have a sophisticated website, you must work with them, no questions asked — it will save you time, money, and headaches.

BACKGROUND

Introduce your business and what you do there.

I’m the director of technology for Armor Security. We install CCTVs, alarms, and access controls for various companies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We were trying to find something to kind of give us an edge over our competition. To do so, we wanted to build a software system that bridges the gap between POS data and video clip.

SOLUTION

What was the scope of their involvement?

Emergent Software built the system from the ground up. The software system connects exception reports and POS data to video clips, allowing users to produce a video with a single click.  

What is the team composition?

I worked with Nick (Senior Account Executive) during the sales process. Jameson (Senior Project Manager) was my main point of contact and project manager. Now we’re working with Bob (Senior Project Manager), who oversees the maintenance of the software as we move forward.

How did you come to work with Emergent Software?

Before hiring Emergent Software, we worked with another development company on this project. Although that partnership didn’t work out,  we wanted to use some of their work, so I began looking for developers that were familiar with the programming they used. I reached out to Emergent Software, and although they determined our initial approach wasn’t effective, they were clearly a great fit.  

How much have you invested with them?

We spent about $120,000.

What is the status of this engagement?

We started working together in September 2020 and we wrapped up in March 2021.

RESULTS & FEEDBACK

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

The solution meets our needs. Emergent Software was able to implement a variety of ideas to streamline the project and improve the outcome. The solution has been working well and we have our first demo with a client tomorrow. We had a few bugs, but once they addressed them, everything went smoothly.

How did Emergent Software perform from a project management standpoint?

We communicated via email and had a weekly meeting. Jameson kept track of everything, made sure everything was up to date and provided updates on what they were working on.

They did a good job of preventing scope creep and staying on track. As things came up, they communicated what it would cost so we were never caught off guard.

What did you find most impressive about them?

I was impressed with their expertise. We came to them with a unique idea, and they were able to find the best solution. From networking to programming, they had to overcome several different hurdles to make it all work.

Are there any areas they could improve?

The transition from the development team to the maintenance team has not been great. A few things have been lost in the shuffle, but we’ve already addressed it with them.

BACKGROUND

Introduce your business and what you do there.

I’m the managing director of a digital agency that focuses on digital marketing, user experience, design, and development. I focus on technology and building websites out for our clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We were working with a client that had some pretty complex requirements for a website they were building. It required a lot of integrations, external systems, and server compatibility. We worked with Emergent Software to identify what CMS would be the best fit. Eventually, we chose Umbraco. We’d worked with the system before, but we didn’t have a ton of experience with it. We needed expert help.

SOLUTION

What was the scope of their involvement?

Emergent Software provided all of the backend development on our client’s Ubraco CMS. We provided all of the frontend development, UX, and design.

What is the team composition?

We worked with an account manager as our main point of contact. We also worked with multiple people from the engineering team as well as a backend architect. Additionally, we worked with a QA team.  

How did you come to work with Emergent Software?

We had a prior relationship with Emergent Software. Our director of technology worked with them previously at a different agency.

How much have you invested with them?

We spent around $70,000.

What is the status of this engagement?

We started working together in September 2019, and we wrapped up in August 2020.

RESULTS & FEEDBACK

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

Qualitatively, our client was thrilled with the end result as well as the process. Their end users have a call center and they get hundreds of calls every day. Typically, anytime there are changes with a CMS there are tons of complaints –– that didn’t happen at all!

How did Emergent Software perform from a project management standpoint?

The team used Microsoft Project to keep track of everything. They were very transparent in terms of the project status and all of the different tasks. I was really happy with their project management process.

What did you find most impressive about them?

We were looking for technical experts in Ubraco, and Emergent Software definitely fit the bill. They had a lot of experience and it really showed through their work. The team truly delivered.

Are there any areas they could improve?

They did have some staff turnover during the project. My main contact shifted 2–3 times over the course of the project. It was frustrating at times but the person who took us over the finish line was the best one out of all of them.

Do you have any advice for potential customers?

My advice is to trust them. They’re the experts and they know what they’re talking about. Find an agency that matches your personality and communication style. Emergent is very good at what they do. If their capabilities match your needs, they could be a great partner for you.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations for a premium audit vendor. We complete premium audits for insurance companies around the nation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Emergent Software?

We sought to adopt best practices with a security application.

SOLUTION

What was the scope of their involvement?

Emergent helped us adopt best practices for a security application and now supports the web portion of our product. They provide support to the portal, which customers see when they move onto web orders. We typically work with them on any changes to that portal. For example, we recently had an upgrade to our platform, so Emergent was part of that.

What is the team composition?

We will work with a designer sometimes. For our recent upgrades, we worked with a project manager.

How did you come to work with Emergent Software?

I wasn’t with the company when we brought Emergent on board.

How much have you invested with them?

I don’t have access to what we spend.

What is the status of this engagement?

Our company brought Emergent onboard around March 2016, and the partnership’s ongoing.

RESULTS & FEEDBACK

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

Anytime I contact them, Emergent’s extremely responsive and professional, which is important. We’re able to rely on them. It’s a great partnership that we have.

How did Emergent Software perform from a project management standpoint?

They’re responsive. If anything arises, their team’s on call. On a scale of 1–10, I’d rate them a 10.

What did you find most impressive about them?

We’re able to reach out to our contact at Emergent, and they respond promptly. That’s important. There’s a personal aspect to our partnership.

Are there any areas they could improve?

No, they’re a great partner.

Do you have any advice for potential customers?

Approach this as a peer-to-peer relationship. It’s important for both parties to communicate.