What was the scope of their involvement?
Their team helped us complete and migrate our existing customer portal into a DNN CMS. This made it easier for our team to edit content and add additional features. The biggest component is a payment function that allows customers to look over their invoices and pay their bills online.
We’ve also implemented a loyalty program where customers can receive loyalty dollars and exchange them for perks (e.g., system upgrades, additional security devices). Through the portal, they can check their loyalty status, manage their dollars, and submit customer referrals to receive free monitoring for life.
One of the main sections is a troubleshooting page that includes FAQs and other resources. We’ve uploaded video tutorials to guide people through technical issues, and customers can also request support from our in-house team.
Engage Software helped us launch the portal early January 2018, and they continue to assist with feature enhancements. They’re currently working to troubleshoot any technical issues that customers may have with the portal itself.
What is the team composition?
Jason (Senior VP of Sales & Digital Strategy) handled the initial discussions and scoping, but we’ve mostly interacted with an account manager. She directs us to the appropriate developer whenever we have an issue or want to bring an enhancement to life. Occasionally, our dev team meets with 3–4 developers on their side to go over work.
How did you come to work with Engage Software?
At the time, we were working with a different agency to develop and migrate our customer portal. However, things didn’t go as planned, and we ended up with a half-finished site. We reached out to DNN to see who their preferred partners were, and Engage Software was one of them.
What is the status of this engagement?
The bulk of their work lasted from May 2018–January 2018. We’ve launched the portal earlier this year and are currently collaborating to make enhancements and troubleshoot customer issues.