In terms of results, could you share any statistics, metrics, or user feedback that would demonstrate the quality of their performance?
The feedback that we’ve received from our stakeholders who were having a constant dialogue with ENGAGENCY has always been fantastic. The progress, trajectory, and the timeline were extremely positive. They worked with our internal team members, and there were definitely no negatives when it came to using ENGAGENCY versus internal teams. It was just as transparent to them that ENGAGENCY actually work for us full time as opposed to being a true agency that was working on our behalf.
From my personal experience, every time I sat in on status calls to check in, they were extremely receptive to any feedback we offered, and would accommodate any needs we had in a timely manner. If I asked to see a progression of our timeline, so let’s say we buy 30 hours a month from them. I want to see on these status calls where we are relative to that time, and then I wanted to see what actually consumed that time. By the time we got on the next call, they had it done. They’ve always been responsive and very timely with their deliveries. Nothing has ever been delayed on their end. If there’s a delay, it’s always been on our end. In my experience, that level of service and reliability is rare.
When working with ENGAGENCY, is there anything that you would consider unique about their strategic approach or development methodology that distinguish them from other vendors?
There’s one main differentiator, and that’s what they pride themselves on. It is that they are going to be your support entity for the long term. They don’t want to build your site from scratch. They want to maintain it after it’s built and help your business grow effectively into it. I think that’s where a lot of companies have a huge need, and where it gets very expensive to maintain that type of support with the agency that built your original website. The more they brand themselves to have this differentiator, I think it’s extremely valuable to companies like mine, who are looking for a better and more efficient way to manage the site without bringing on tons of in-house resources. Otherwise, having the new site might not have been the best investment.
Another factor is the cost. We bid out using ENGAGENCY versus the agency who had built the site, and ENGAGENCY came in almost $12,000 cheaper. There are multiple instances where they have been much more affordable and much more efficient with their time. Their ability to get things done rapidly is much more evident when compared to the other, larger development agency that isn’t as responsive, and it seems like there’s always a delay on some end.
In retrospect, are there areas in which you think they could improve as a service provider?
I don’t see any areas to improve. Their biggest thing is just making sure they can articulate their differentiator from a marketing perspective. Like I said, they don’t build sites from scratch. They are a support team that specializes with Sitecore. Any and all needs related to maintaining a successful and efficient website using Sitecore can be fulfilled using ENGAGENCY.
What advice, if any, would you give a future client of theirs?
Have an extremely strong project manager internally, be crystal clear on scope, and set the duration of the expected timeline. Those are the only recommendations I have.