EY Design Studio

BACKGROUND

Introduce your business and what you do there.

I’m a project manager for a travel company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We hired them to build an Android POS application for use in remote locations. The software enables agents to sell tickets.

SOLUTION

What was the scope of their involvement?

FreshWorks Studio built the POS application per our specifications. Most similar apps rely on connectivity to operate. Considering we live in a connected world, that isn’t usually a deal-breaker. What makes their solution unique is that it’s capable of operating in an offline environment. They developed the app solely for Android.

What is the team composition?

We worked with a project manager, a business analyst, two developers, and a UI/UX resource.

How did you come to work with FreshWorks Studio?

We worked with FreshWorks Studio in the past and they’ve proven to deliver projects successfully. We went through a full RFP process and they presented the best solution for the company.

What is the status of this engagement?

Development took place from February–June 2018.

RESULTS & FEEDBACK

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

Their work replaced an old application that had less functionality. The number of reported incidents decreased significantly since we introduced the new solution. We don’t have defined metrics to track how long it takes users to complete transactions using our software, but the general feedback indicates that the new app is much faster than its predecessor.

How did FreshWorks Studio perform from a project management standpoint?

We used Jira extensively to track and manage the project. I oversaw the engagement, but they were responsible for developing the application. As a result, they used an agile approach even though we aren’t an agile organization. We didn’t engage in debates over which method would be better suited for the project. Everyone had a defined role and we worked together well because of that.

What did you find most impressive about them?

We appreciated their willingness to adapt to our processes. They were hungry for our business and stayed tenacious through the product’s delivery. They did everything we wanted and more. Their team is professional and knowledgeable. Whenever we asked a question they didn’t know, they’d research the options and come back with a thoughtful answer.

Do you have any advice for potential customers?

Establish a stable relationship with the project manager from the start. We quickly developed a mutual trust and saw positive results shortly after.

BACKGROUND

Introduce your business and what you do there.

I’m the director of the Institute on Aging & Lifelong Health at the University of Victoria. I’m also a psychology professor who leads the cognitive health initiative with our partner Island Health.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

My colleagues and I wanted to improve the early detection of nerve degenerative disorders by implementing routine standardized assessments of cognitive health through inexpensive, mobile applications. We needed a partner to develop mobile neurocognitive assessment tools to better diagnose and treat patients.

SOLUTION

What was the scope of their involvement?

We provided FreshWorks Studio with a broad set of requirements for the app. We wanted a flexible open-source solution that we could expand to different tests and platforms because we planned for a variety of researchers and institutions to be able to use it. It also needed to have rigorous data control and security because it would be used in a healthcare context.

They took our requirements and began investigating existing products and solutions to understand what the field currently offered. FreshWorks Studio shared their research and identified what worked and what we could do better, creating a comprehensive development plan. The app needed to have individualizable assessment surveys, an adaptive design, and an online consent process that also featured a participant recruitment component.

They recently finished the first iteration, which has limited functionality but lets us know what its capabilities are. FreshWorks Studio will complete the full-functionality of the MyCogHealth app within the next few months, and then we’ll be able to deploy and test it in clinical trials.

What is the team composition?

We mainly work with their COO but also interact with the iOS and Android developers occasionally.

How did you come to work with FreshWorks Studio?

Our colleagues at another lab had used FreshWorks Studio to develop their technology and recommended them. They were local and had a good portfolio, so we hired them.

How much have you invested with them?

We spent just over $200,000 for the first iteration. The next phase will be around the same price.

What is the status of this engagement?

We’ve been working together since January 2018.

RESULTS & FEEDBACK

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

The app’s UX/UI looks great, and the backend seems to be functioning as it should. We’ll know more when the next iteration is finished.

How did FreshWorks Studio perform from a project management standpoint?

They manage the project well and move quickly. We maintain constant communication, and they let us know right away if any problems arise. We planned for this project to take a few years, but FreshWorks Studio will most likely have it all completed by October.

What did you find most impressive about them?

They’ve been consistently engaged and enthusiastic about the project. They want to see it succeed and are proactive in solving any challenges that come up. I’m convinced we’ll have one of the most comprehensive and quality pieces of software that will enable cutting-edge research and care through the assessments. They fully understand our needs and work to meet our expectations every day.

Do you have any advice for future clients of theirs?

Make sure to fully interact with FreshWorks Studio. They’ll provide great ideas and solutions if you let them know, in detail, what you want.

BACKGROUND

Introduce your business and what you do there.

We’re one of the largest IT firms in Canada. I serve as the director of consulting, focusing on system integration and strategic systems implementation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We were working with a government office that had issues keeping track of their office assets. Expensive, thousand-dollar chairs would often disappear from boardrooms without a trace. As a result, they approached us to do a pilot test for a potential mobile web app that would help them locate equipment online.

They wanted to see if they could utilize some of the technology already in place to help track their high-mobility office assets (e.g., chairs, SMART Boards, network switches). By utilizing internet of things (IoT) concepts, they hoped to implement radio-frequency identification (RFID) and Bluetooth low energy (BLE) tags to map out the equipment.

We investigated the project and found that the client had some technologies that were capable of receiving Wi-Fi pings and displaying floorplan data. We also realized that it was an opportunity for us to partner with a small tech firm and give them some exposure. As a result, we brought on FreshWorks Studio as a subcontractor to lead the pilot test for the mobile web app.

SOLUTION

What was the scope of their involvement?

They came up with an initial concept for the app, developing some of the architecture and performing rigorous tests. Afterward, they built the actual product, which would integrate with the client’s software to help people track office equipment within the building. Users could look online to locate those assets in real time. By marking the assets with RFID tags and securing a perimeter with an alarm, the app would also notify security if something was leaving a designated area without permission.

What is the team composition?

Their team consisted of a project lead, a web architect, and a web developer. We primarily interacted with the project lead, which facilitated coordination between senior-level executives and partners on the client side. In meetings, they were able to capture the salient information and relay it back to the team, but we could also talk to the full team when necessary.

How did you come to work with FreshWorks Studio?

I previously worked in a government office and had heard about them there. The British Columbian government has an overall CIO who recommended them to me.

How much have you invested with them?

We spent about $20,000 CAD ($15,191 USD).

What is the status of this engagement?

The pilot test lasted from August­–November 2017, though there’s still potential for additional work if the client chooses to move the project into production.

RESULTS & FEEDBACK

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

Because the app is only in the pilot phase, we don’t have any hard metrics yet. However, from a qualitative perspective, FreshWorks Studio did great work and received a lot of positive feedback. The client was happy with both the product produced and the team’s ability to work in an iterative fashion while staying within a restrictive budget.

How did FreshWorks Studio perform from a project management standpoint?

Throughout the process, they conducted regular project meetings every week or so. They also did client presentations on a bi-weekly basis as well as monthly final product demonstrations. Since the project was small, we didn’t want to absorb the budget with project management tools. So we tracked their progress through Word and Excel. In terms of scheduling, they met all the deadlines that the client set up.

What did you find most impressive about them?

I appreciated their dedication and enthusiasm. Even from the initial discussions, they made sure that they were available when needed and consistently followed up. Above all, they were eager to move the project forward.

Are there any areas they could improve?

While they completed a successful project, they could have probably refined the team dynamics more during executive-level presentations. When someone was presenting, everyone would be a bit anxious to talk about their work, so there was some back and forth bouncing between people in the room.

Furthermore, there was an instance during the second phase when the client asked them to keep the project at a barebones MVP level. In response, the team went beyond the budget to demonstrate what they could do, but it wasn’t what the client had asked for. Ultimately, they stuck to the overall budget.

Do you have any advice for potential customers?

Be specific about what you’re looking for and play to FreshWorks Studio’s strengths. They’re a strong web app development company that’s steadily gaining technical skills. However, they might not be as equipped to do technical design for major infrastructures. Lean on them for what they’re good at, and you’ll be fine.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO at Ticket Rocket, a sports-centric ticket sales distribution company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We realized that we needed more resources to build our client’s new ticketing portal successfully, so we searched for a Django- and Python- savvy developer who could assist our in-house staff.

SOLUTION

What was the scope of their involvement?

The platform was 80% completed by the time we hired FreshWorks to help us speed up the development process. Most of the work involved implementing entitlement features that gave users specific privileges based on their membership status. We were tasked to build a new scenario on top of our existing Azure SQL Database, so we used Python on the Django platform to quickly develop our user-centric framework. We’re still iterating new features on the platform in collaboration with FreshWorks.

What is the team composition?

We interact with their owners for business-related matters, but we mostly work with our assigned developer. 

How did you come to work with FreshWorks Studio?

I met them at a biotech convention years ago and was able to see their company grow tremendously over the years. I’ve referred many clients to them and always heard good things about their work, so I decided to use them for a small project after losing our in-house app developer. They returned deliverables astonishingly fast, so we knew they would be an excellent fit for our most recent project.

How much have you invested with them?

We spend nearly $15,000 each month on their development services.

What is the status of this engagement?

We’ve been working on the ticket portal since April 2018, and we plan to use them for future projects as well.

RESULTS & FEEDBACK

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

After months in production, we had a successful first launch where thousands of users purchased tickets to a tier-one event. They worked hard to fix bugs and avoided introducing new glitches. 

How did FreshWorks Studio perform from a project management standpoint?

We fully embedded their developer on our team, so they had access to our Basecamp and Slack channel for project management and communication respectively; We’ve even provided them with an internal email address.

What did you find most impressive about them?

Whether onboarding members, responding to emails or completing work, FreshWorks gets the job done fast. They’re professional, receptive to our needs, and they’re committed to building a long-term relationship with us. Their location near our office is also convenient. 

Are there any areas they could improve?

We’ve yet to experience any issues while working with them.

Do you have any advice for potential customers?

Although our project was a collaborative effort, FreshWorks is fully capable of managing entire projects without external guidance. They carefully walk through the discovery stage with clients to ensure that they’re creating the best possible end-product.

BACKGROUND

Introduce your business and what you do there.

I am the VP of sales at Sierra Systems. We are a full-spectrum IT services company that provides consulting, development, and implementation services to a large client base.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We are working with the Province of British Colombia to streamline personal documentation by creating a national program that combines healthcare and driver’s license information on a single card with an embedded scanning chip. The system will be implemented into both online and in-person transitions, examples being students loan elections or doctor’s visits. We brought in FreshWorks to develop corresponding mobile apps with individual record connection and verification features.

SOLUTION

What was the scope of their involvement?

FreshWorks developed an iOS and Android app intended to validate personal information through mobile devices using a passcode. They constructed the app’s backend to connect the user’s individual records to the program. The team also provided a digital verification solution that video-connects users to a BC government agent that can validate appearance against the visual records they have on file.

What is the team composition?

FreshWorks sent a project manager, quality assurance specialist, and a team of developers for the project. They work as part of our larger in-house development team.

How did you come to work with FreshWorks Studio?

The Provincial CIO recommended them for the project.

How much have you invested with them?

Their services are billed directly to the client. I estimate they have spent between $40,000—$45,000 a month since the start of the project.

What is the status of this engagement?

The partnership started in December 2016 and it is ongoing.

RESULTS & FEEDBACK

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

There are currently 5 million people in British Colombia with updated cards. We are now working to implement wide-spread use and app integration. The Province is extremely happy with FreshWork’s attention to detail and consistency in their services. This positive experience led to future engagements in app development projects.

How did FreshWorks Studio perform from a project management standpoint?

They seamlessly collaborated with our in-house developing team using Jira. Their team internally operated under a driven and supportive work ethic. Their uplifting company culture leverages individual strengths to deliver quality results.

What did you find most impressive about them?

The team actively seeks feedback and suggestions from established people in the industry. They’re aware of their fresh reputation, but are quickly building strong client connections and a broad portfolio.

Are there any areas they could improve?

They will improve with more experience and business exposure.

Any advice for potential customers?

Clients should take them seriously. They care deeply about the quality of their service and delivered products.

BACKGROUND

Introduce your business and what you do there.

I designed a mobile app to assist in the wholesale car industry. The app serves as an easy way for car wholesalers to load their cars onto a web app with photos, specs, etc. and sell inventory to buyers. I’m the founder of this campaign.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks?

I planned the foundations of the design and came to them with an idea, but needed help on the execution. Creating the app myself would have been too time consuming, and I wanted to devote that time to building out the idea and making the best product possible. This was my first time working with a web development company.

SOLUTION

What was the scope of their involvement?

They led all aspects of technical development, and worked with me to finalize my ideas throughout the course of the project. The idea started as a way to help wholesalers with uploading inventory to their own platforms, but after further discussion with FreshWorks, we decided to go with more of a sales platform. The app now integrates with sellers’ sites, and offers two-way communication between sellers and buyers. The initial scope included the web app and an accompanying Android app, and we’ll look to create an iOS app moving forward.

A key feature of the app involves the explosion of vehicle identification numbers (VIN), which allows buyers and sellers to enter a VIN number and receive pertinent data and information on the specific vehicle. Since the information from the VIN explosion service isn’t always 100% accurate, we had to add in a feature that allows sellers to go in and edit vehicle information as necessary, and add any information that wasn’t included. Once the information is complete, sellers can choose how they’re looking to sell the vehicle. Options include selling directly to specific sellers, choosing a list of sellers, or selling in an open auction.

What is the team composition?

I work primarily with Tristan [Senior Account Manager, FreshWorks], but Samarth [CEO, FreshWorks] and Rohit [COO, FreshWorks] were more involved in the beginning of the project.

How did you come to work with FreshWorks?

I had conversations with a tech-savvy friend of mine, and he suggested considering offshore developers in India or Eastern Europe. After researching a few groups, I determined that my scope of work was more complex than what they were accustomed to working on. Most of their prior work was comprised of photo-posting interfaces with no integration capabilities and no communication tools.

I ended up choosing to find a developer in Canada, and started my search again. I found FreshWorks listed on Clutch, and chose to go with them. They were based in Victoria, which made it very easy for me to meet with them if questions or concerns came up. This was very helpful throughout the development process.

How much have you invested with them?

Around $50,000 total.

What is the status of this engagement?

We connected in December of 2016, and the work started in January of last year. The mobile app and web app are complete, and we’re approaching completion on a landing page that allows users to sign in.

RESULTS & FEEDBACK

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

It’s currently still in the testing phase, but we’ve already gotten great feedback on the app’s usability. We’re marketing to an older audience that isn’t necessarily tech-savvy, so we made sure that the app’s interface is very simple and user-friendly. We’ll begin to gather more solid metrics after the app’s official launch.

How did FreshWorks perform from a project management standpoint?

They’re very receptive when I approach them with updates or new ideas. It’s been a lengthy process of development with input from both sides, and they’ve always been very accommodating on any changes I’ve requested. They have a great structure for input on the functionality of the app, and they’ve communicated effectively throughout the project. Tristan is always available via phone or email, and has been great in keeping me updated on the project. We used Google Docs and Dropbox to exchange information, and they used InVision on their end for prototyping and task management.

What did you find most impressive about them?

Tristan [Senior Project Manager, FreshWorks] has been a very effective communicator, and is great at bridging the gap between development and the more creative aspects of the project. Whenever he was going to be unavailable, he would connect me with someone else on the team, and they’ve all been great to work with as well.

Are there any areas they could improve?

My view of simplicity within the app wasn’t always aligned with the developers, but Tristan was very effective in working through those differences and ensuring the quality of the end product. There were sometimes gaps in understanding during the planning phases, but again, this wasn’t a major obstacle, because Tristan mediated effectively and made sure we were all on the same page.

BACKGROUND

Introduce your business and what you do there.

I’m the founder of ShowHome. It’s an app used to locate all new construction developments in real-time. When buyers are out searching for a presale home, they’re able to find them all in one convenient location. Alternatively, the platform allows the people who are listing the homes such as the developers and marketing companies to do real-time updates that are real estate focused. Users will be able to find all of the sites, projects, or upcoming projects all in one place.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We wanted to provide real-time, searchable data for the new home market so that buyers weren’t being misled by projects that were sold out or not knowing how many homes were remaining or launching. We wanted to provide it all in one space. We needed a developer to make this happen for us.

SOLUTION

What was the scope of their involvement?

Our app is both a back-office as well as a client-facing tool. One side is a marketing tool and the other side is a search tool for buyers. They’re doing everything technology based on the app. They’ve done some design work for me as well.

We’re currently building for iOS. I believe it’s native. We’ve done the discovery process and the wireframing. Now, we’re in the designing phase. We just finished the design for the client-facing piece of the app. We haven’t started the backend yet. There’s a chat feature, notifications, liking, following, social sharing, uploading photos, real-time searchability, and mapping.

In the future, there will most likely be a web component. I’m going to need a landing page at the very least.

What is the team composition?

My initial contact was with Sam [CEO, FreshWorks] and Rohit [COO, FreshWorks]. I met them a couple of years ago in Victoria [British Columbia]. Alexa [Business Analyst, FreshWorks] is my project manager. I also work with Tatianna [UI/UX Designer, FreshWorks] and one other person. Everything goes through Alexa and then she brings others into the conversation.

How did you come to work with FreshWorks Studio?

I found them online two years ago. I had a business partner at that time. We had hired a different company, but I felt FreshWorks had what it takes. The interactions I had with them and Rohit were very positive. They always listened to me and made time for me. They understood that technology isn’t my forte. Coming from a real estate and sales background, they were able to help me navigate my way through telling them what I wanted. They were really easy to work with.

How much have you invested with them?

I’ve spent $10,000.

What is the status of this engagement?

We started working together in September 2017 and the work is ongoing.

RESULTS & FEEDBACK

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

It’s the beginning stages so only colleagues, friends, and family know, but they think it looks wonderful and see the value.

How did FreshWorks Studio perform from a project management standpoint?

Alexa and I Skype all the time. I’m going to meet her in person next week. We always Skype and text with the team, and we use InVision to share the project. We discuss changes that need to be made. They’re on top of everything. I don’t have any complaints. They always over-deliver on the timing. If they say it could be two weeks, it’s usually a week. They get it done.

They’ve been like my business partner. Not everyone building an app has expertise in technology, but they’re really helpful in that regard. They make you feel like you know what you’re doing, even though it takes some time.

What did you find most impressive about them?

Sam and I have a great relationship which makes me feel extremely comfortable. I have never once felt they were shady or that they were overcharging me. I’ve done enough research to know what the average going rates are. They’ve been really good at leading me through the entire process and educating me through the Skype calls and in-person meetings. The people that I’ve met are all great. They always over-deliver in terms of time, design, product, and quality.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

You have to trust the process and take Sam and the team’s advice. Listen to yourself. It’s okay to sleep on things, but these people aren’t going to steer you wrong.

BACKGROUND

Introduce your business and what you do there.

I’m the president and director of marketing at Used.ca, which is a free online buy-and-sell platform based in Victoria, British Columbia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

After we struggled to build an iOS and Android application in-house for our platform, we enlisted FreshWorks to build the application for us. 

SOLUTION

What was the scope of their involvement?

Our in-house developers specialize in web-based projects, as opposed to mobile application development. They initially attempted to build the application through Xamarin, but they ran into a number of problems that continually delayed our launch date.

We presented our project to FreshWorks in the hopes they could develop the app in native software. The app’s design had already been mapped out by another firm, so they just needed to bring it to fruition. After agreeing to partner with us, they started out with the iOS version and quickly moved on to Android. Both versions were expected to do everything our website could do, including allowing our users to browse and view classified ads. Users also needed to be able to search ads by hundreds of different categories, as well as the seller’s location. We wanted users to be able to post ads as well, and that requires the app to allow them to take photos, upload and edit them, write and edit ad copy, and set their price and status. A feature that’s distinct to our app is the ability for users to chat with one another. We partnered with a company called Twilio to build the chat function, and FreshWorks worked very well with them.

This past month, we’ve focused primarily on working out any bugs in the app.

What is the team composition? 

They had two separate teams and a lead developer for the Android and iOS version each. Both teams shared a project manager, Tristan Hasselback [Senior Project Manager, FreshWorks Studio], who was my project lead’s main point of contact. I would also communicate with Samarth Mod [CEO, FreshWorks Studio] periodically.

How did you come to work with FreshWorks Studio?

They came highly recommended to me within the tech community.

How much have you invested with them?

We’ve invested approximately $82,000.

What is the status of this engagement?

We began partnering with them in March 2017 and they officially passed the code off in December 2017. The project was expected to be shorter, but, through no fault of theirs, a deficiency in the design pushed the project timeline back a bit longer than we anticipated.

RESULTS & FEEDBACK

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

We didn’t do any marketing for the application when it was set to go live. Our organic growth has us at 6,000 monthly active users, and that number is increasing daily. When we first launched, we had a few crashes, which we expected. Now, our Android version is 99.2% crash-free and our iOS version is 98.6% crash-free. We’ve received very little negative feedback in the app stores.

How did FreshWorks Studio perform from a project management standpoint?

We’re overall satisfied with their project management — they remained communicative. We spoke predominantly through Jira and Slack. Their offices are also very close to our’s, so we were able to have meetings face-to-face when necessary. In fact, we had them come to our office for the first launch in the app stores.

What did you find most impressive about them?

They were proactive in getting what they needed from us. If we were taking a while to get back with them, they picked up the phone and called us to get a response instead of waiting for us to catch up. But they never expressed annoyance or frustration if we were moving slow; they remained patient and professional.

I was also greatly impressed by their price. They’re a younger company, so I understand their willingness to work with bigger brands for a smaller cost, but they were so accommodating to our price needs. They respected our tight budget and tight deadline.

Are there any areas they could improve?

Out of courtesy and respect for us, they would often let us take the wheel and direct the project, but I want to work with a company because they’re experts and can take ownership over the project. They lack some of the experience and confidence that would allow them to exert authority, but that will come with time. 

BACKGROUND

Introduce your business and what you do there.

We are a startup mobile-app development company. I'm the founder.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We are currently working on our first app, with the help of their team. As the owner of a startup, I not only needed a partner who could listen to and understand what I needed, but also someone with whom I could have a back-and-forth style working relationship with and someone to advise us on the best solutions available to reach our goals.

The product, in essence, gathers information about medical clinics and healthcare provider locations in a directory view.

How did you come to work with FreshWorks Studio?

I reviewed several companies in the U.S. and Canada, using Clutch as one of my sources. I contacted 5 groups altogether—from low-cost to middle-of-the-road ones—and sent them a questionnaire. Based on the responses and our interviews, I chose FreshWorks as the best fit for my criteria. They had good reviews, had been in the business for some time, had developed multiple apps, a good cost factor, and a large-enough team in a reasonably accessible location.

SOLUTION

What was the scope of their involvement?

We had an initial discovery phase, followed by design and wireframes. The wireframes were built based on what we included in the scope. FreshWorks quickly addressed any and all adjustments I asked for, and they were flexible about adding things which were not initially in the scope. In the development of the project, there were certain potential investors who needed to see certain features, and FreshWorks was eager to add those.

We’ve only built mockups and designs at this point in time. We have discussed the possibility of building the app using cross-platform technology, so it could work on both Android and iOS. However, based on the market share of Android at this point in time, we decided to move forward with a native Android version for the first phase. Taking into account budgetary constraints, we might also develop an iOS version soon.

What is the team dynamic?

They use JIRA and Google Docs for project tracking and InVision for mockups. I am familiar with these tools, which made communication, knowledge sharing, and project management very easy and efficient.

How much have you invested with them?

The cost of their work has been below $10,000 so far.

What is the status of this engagement?

The design phase will be completed in three weeks. After this, we will start the first round of financing, before proceeding with the development phase.

RESULTS & FEEDBACK

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

So far, it’s been an amazing experience working with FreshWorks. I have had several conversations with a few potential users who loved the designs. They provided some great feedback, based on which we made enhancements to user experience.

From an investor perspective, we have someone interested. He is waiting for the final design to be released, before we take it to a group of angel investors.

How did FreshWorks Studio perform from a project management standpoint?

Everyone in the company, regardless of position, was easily accessible whenever needed. In terms of project management, starting with the discovery phase, they’ve been prompt in setting up meetings, extrememly responsive whenever I have questions or concerns, and they have guided me through the process, making it easy and engaging. We kept a close eye on the scope of the project, even when there was some scope creep on our end, because I requested some additional components. FreshWorks was more than happy to add them, and they were prompt, on time and on budget every single time.  

What did you find most impressive about them?

They were [non-financially] invested in the project with me, and willing to make my idea come true. FreshWorks invested themselves in it just as much as me, giving 150% all the time.

They never cease to amaze me with how committed dedicated they all are to both the project and to their customers. They made me feel like a part of the team, and not like a client.

Are there any areas they could improve?

I cannot think of anything at this point in time.

BACKGROUND

Introduce your business and what you do there.

I’m the primary owner of The Island Green Company, an app deployment and acquisition company. It started with a company called PetComm App in early 2016. We have the rights to the PetComm App, which is now called PetVibe. We’re developing the app with the purpose of deploying it into the marketplace.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

I am not an app developer myself and don’t have the skill set to do that. It made sense to look for a company locally in Victoria, British Colombia with good reviews.

SOLUTION

What was the scope of their involvement?

I used them as a contractor for the build of the app. The app connects the community one pet at a time. What we found in the marketplace was that there was no single source location that connected the pet community with the current trends of social media and a resource for local meetups.

The app is basically a social platform and a resource for information, articles, etc. We tied in the business community - those who provide pet related services, such as dog walking or horseback riding lessons, too, since those providers likely will not be as successful creating their own app.

We’re kind of like Facebook, Instagram, and Yelp tied together as a complete resource for the pet owner. We originally started with a scope document showing FreshWorks what I wanted to do. I wanted to talk about the scalability of it and build in early programs for revenue streams. FreshWorks was really hands on. They’re an incredible company and easily understood the design and function of what I was trying to create. They didn’t just take orders from me, rather, they actually helped in the creation of the app, the functionality, the user interface and user experience, and in keeping everything extremely modern. Modern designs aren't commonplace in the pet industry.

We initially did a prelaunch on iOS in August 2016. With that, we were able to go to some pet shows and connect with pet owners and pet businesses and get feedback from what they liked and didn’t like about it. After that, we did the full deployment on Android, iOS, and the web.

We also built in some key business features so that when businesses become premium members of the app, there are tools that have been created for them to drive content to the news feed of the local pet community. It’s a very robust solution, all-in-one. You have location services available, and if you don’t want location services active on your phone, then we choose a city hall of the city that you’re in and not your personal address. The reason for this is when the businesses log in or adopt the app, they have a 50-kilometer radius surrounding their store in which to push content to the pet owners in that area.

When you’re looking for products, pet-friendly parks, etc., if you have location services on, you’re going to see what’s happening in that area and the businesses there will push out content or coupons. It’s very active that way.

We had some people doing early stage beta testing, but the full launch and marketing of the app began on April 1st, 2017. FreshWorks is under contract for IT support now. They tweak the app based on the bugs that show up and the feedback from our users.

How did you come to work with FreshWorks Studio?

I initially reached out to FreshWorks in March 2016 through recommendations of a few other people that had either worked with them or heard about them.

How much have you invested with them?

We have spent $250,000–$300,000. We were under contract for the development, bug testing, and launch through a series of milestones and progress payments. It was all broken down into modules for the iOS and Android apps and the web app.

I’m not a big enough company to go out and hire full-time people. It’s a lot cheaper to use FreshWorks. They provide good service.

What is the status of this engagement?

We started working together in April 2016 and the work is ongoing.

RESULTS & FEEDBACK

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

The feedback we’ve gotten from people is that the app is very seamless, very nice, and easy to use. Around 1,950 users have created profiles since its launch. There’s probably another 30% of people that have downloaded the app but haven’t completed the profile because it asks for more information than what they expected.

We have 65% monthly active users, around 25% weekly, and maybe 5–8% daily active users on the app. The downloads are consistently going up approximately 10% week over week; all the metrics are following.

We have a premium membership program, which is the business side of it. Businesses don’t download the app, rather they access it through their desktop. The business profile is created and loaded by us for free. We have approximately 90 premium members engaging the app, saying that they’re liking it. Our audience is a little bit small still for them to pay, but they’re looking at it as a free trial.

How did FreshWorks Studio perform from a project management standpoint?

They have clear communication. There are always things that happen that we work through, but they’re always solution-based in their approach. They focus on the timelines that I set and have reached them 90% of the time, despite the bumps in the road. We use Google Docs and Slack.

I have an IT guy within the company that I hired to oversee Sam [Agarwal], their CEO, and the FreshWorks team. Basically, we have a full Google Sheet that has every task itemized with an approximate time that it’s going to take to deploy. It’s a constant stream of things that are going on the Google Sheet and we keep working through it as we go forward. The Google Sheet is the driver of the project.

Earlier, we were in the really big part of the build; now that we’re basically built, they do two-week sprints for any extra features we want to see. We list them all out and they push updates accordingly to the iOS and Android platforms. If there’s a massive bug, they’ll be on it right away, but regular maintenance and tweaking are also on a two-week cycle.

What did you find most impressive about them?

They have delivered a seamless product. It’s incredibly modern and makes us seem like we’re an Instagram/Facebook type app as far as the experience and the current trends that are happening. It’s very intuitive because of how they’ve laid it out. They’ve done a really good job.

Are there any areas they could improve?

They’re growing fast and that’s a little bit of a red flag for me. Like any company that grows extremely fast, managing a large group of people becomes a challenge. We’ll see if they continue to provide the same support and commitment to our project as they grow, especially if someone is paying them $50,000 dollars a month versus me paying them $2,000 a month. I hope their quality of service continues at the level I’ve experienced so far.

UPDATED REVIEW

This review was updated on December 20th, 2018 by the client. Original star ratings were: Overall – 5, Quality –5, Scheduling – 4.5, Cost – 5, NPS – 5. New content is below.

Where did the issues with this relationship start?

They asked me to give my original review of them because they were negatively reviewed by other companies. They were doing a good job with our project at that point, so I wanted to help them. When we switched to ongoing maintenance, I really relied on them to make sure the app was functional.

At the end of 2017, the app was very buggy and wasn’t working properly. It was then that our relationship started going in a different direction. They had some larger clients, and we felt like we were a secondary project for them. I approached them in January 2018 to tell them we needed something different, and they agreed we should go our separate ways.

We hired another company to fix the bugs and get the app operational to our original expectations. The new company did a full audit of the app and started cleaning it. It took a lot of effort to get the app where we needed it to be. Based on what FreshWorks provided, we had some deep-seated problems that delayed the final deliverable by at least six months.

How much did these corrections cost?

We spent $3,000–$5,000 a month for a year. In that whole time, we haven’t added new features, because we’re still trying to get some of the basic functionality of the app working. Sponsored content in our newsfeed is still not working properly. The server they used was extremely inefficient, and we’ve had to make several changes to move forward. The added cost and delay are both major reasons I need to downgrade my original rating of FreshWorks.

What were your initial expectations?

FreshWorks was going to be our IT company. We believed they would build the basic platform under a lump sum contract, with the understanding that they would charge us hourly for any additional bug fixes. We never received an MVP that functioned properly, which is why the separation ultimately happened. The whole project was delayed, we hired a second company to make corrections, and we lost a lot of time and money. Some of their work was very good, but they left us in a difficult situation when the relationship ended.

Company Responses

The vendor responded on January 14, 2019. The reply is written by Sam (CEO, FreshWorks Studio).

Humility is our core value. We could have managed the handoff to the client's new IT outsourcing team in Ukraine better. We were a new growing business at the time, and didn't quite have our ducks in a row. We honestly put in our hearts and soul into making the app successful. As a startup, we empathize with the client’s frustrations because we’ve also invested passion and hard work into our business.

However, we do respectfully disagree with the comments about the app’s quality. The review mentions good performance and design. During the maintenance contract period, we provided development services even though the client did not have the budget for them. We worked with a minimal budget for several months and requested the renewed contract—all while appreciating the client’s situation as a startup. As an IT service company, we rely on clients making on-time payments to survive as a business.

We supported the client throughout their journey; we participated in an industry event and did pitch presentations for free. We are disappointed in the updated star ratings, as well as the feedback from the IT team in Ukraine. We wish the client all the best.