FAiTRiX

BACKGROUND

Introduce your business and what you do there.

I’m the CEO and owner of RIM Events & Education, an event firm. We do weddings, birthday parties, corporate parties, gala dinners, presentations, and more. We work with different mall shops helping people to open any kind of store, doing it nicely, and getting a lot of customer attention. We also arrange children's entertainment in theaters or schools. Our business is a bit down right now because of COVID-19 but we understand that’s an international issue.

Although I have managers in my company, I always speak with the clients personally because I like to have a direct connection with them. I close sales myself, too. That’s one of my strengths.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FAiTRiX?

When working with clients, we used Trello and Zoho. I realized I needed help to develop an internal CRM system that allows me to operate with my clients. I didn’t want to miss any leads because I didn’t have a proper CRM from the beginning. 

SOLUTION

What was the scope of their involvement?

They helped me build up the CRM system, which is part of my website. I described the features and which kind of interface I wanted, and they implemented them. They used JavaScript, Node.js, and React for the frontend development. 

Any kind of applications I’m getting from the website automatically appear on my CRM system. I have access to all the information: the day the clients contacted, client names, mobile numbers, which specific part of the website they clicked on, and more. Besides that, the event management CRM system lets our employees leave comments and discuss with the clients, who can also describe the services they want from us. I can see and select the services they're interested in via multiple boxes.

What is the team composition?

My main contact person was a project manager, but when I couldn’t come to a conclusion with him, I was in direct touch with the designer and the director.  

How did you come to work with FAiTRiX?

I saw their promotion on Facebook. They were Ukrainian like I am, and I decided I wanted to hire someone from my country.

How much have you invested with them?

We spent $30,000.

What is the status of this engagement?

We started working together in September 2020 and the project ended in January 2021.

RESULTS & FEEDBACK

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

The CRM is helping me take control of what is happening at my company. My employees can also put comments, so we’re now all on the same page using the CRM system. Here in Dubai, all the event firms are partnering with others. For example, if the client is too big, then we’re involving other companies. They’ve seen my CRM and all want something like it. I told them if they want to use it, they have to pay me back the money invested.

The programmers made no mistakes. Since we started using our CRM system, there was not one error in the program itself. I can run it, and it never fails. They have a good UX manager who paid close attention to our UX. Everything is working and I’m happy about it.

Even though we got the final version at the beginning of December, we were still customizing it after two months. They added a couple of features I needed including an option that allows comments on each status and another option for adding comments to indicate what the client was asking about. This made me happy. Working with them saved me a lot of money. 

How did FAiTRiX perform from a project management standpoint?

Project management was good. They understood exactly what I needed and asked me the right questions. They corrected everything quickly. They were very responsive, it was easy to communicate with them, and I didn’t have to wait a couple of days to get a reply. Most of the time, it was a same-day reply — they’re very active. 

Even though it took a little more time because I was hoping to finish it in three months, we were very demanding on our side, which was a problem. We had about 70 emails between our teams. In the end, we’re very happy with their services.

Sometimes when we couldn’t understand the concept of design, I talked to the design manager directly. The project manager was on that call as well, which surprised me. He listened carefully to our conversation. It gave me an understanding that they would take good care of me. They asked me what system would be good for me, and I told them Trello. They were willing to work with my preference.

What did you find most impressive about them?

They were very fast to respond and answered all my questions pretty quickly. They understood that COVID-19 is impacting the business, so we negotiated the price, and they gave me a good discount. They’re very loyal to their client — that’s one of their strengths. They tried hard to make me as happy as they could and adapted to my needs.

Are there any areas they could improve?

They could improve their English speaking a little bit. It was good for them that I'm also a Ukrainian speaker.

Do you have any advice for potential customers?

Remember the client is always right, then use this to your advantage. Even though there were times they recommended keeping certain features, they made the change if I wanted it a different way. My suggestion for future clients is to stay on your own side to get what you want.