First Pier

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a retail and interior design company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

I wanted to rebrand my business, which included a website update. I wanted a platform that better represented my brand and could be easily navigated.

SOLUTION

What was the scope of their involvement?

For the rebrand, First Pier helped create a new name, new colors, and a new logo. Their team helped design everything that I use in the shop such as tags and bags too.

Their team also built a completely new website on Shopify. They didn’t use any aspect of my old website. Their team created a completely different look that incorporated all of the new brand elements such as the logo and colors. Their team still supports marketing to drive traffic to the website.

What is the team composition?

So far, I’ve worked with five people from First Pier. I have a main contact who organizes all of the different aspects of our projects. Another person on their team specializes in development. I've also worked with three other people who focus on marketing and branding.

How did you come to work with First Pier?

I knew First Pier's owners and many of their employees because they were featured in a business magazine in my state. I also worked with them in the past in a different capacity. I personally knew them as good, creative people. As a result, they were the first agency that I contacted when I decided to rebrand. I didn’t interview anyone else because I was happy with everything that I received from them.

How much have you invested with them?

So far, I’ve invested about $21,000 in their services.

What is the status of this engagement?

We started the project in February and the bulk of the project wrapped up in July 2020. However, I’m still working with them.

RESULTS & FEEDBACK

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

I’ve had great feedback from customers regarding the new shop, logo, and website. People like their new looks. We’re still in the stages of driving traffic to the site, so that still remains to be seen.

How did First Pier perform from a project management standpoint?

COVID-19 slowed our process because everyone works remotely. Otherwise, they communicate well. We connect by email, phone calls, and Zoom. They also use a platform that keeps all of the information in one place. Their team does its best for me, so I’ve had an overall positive experience.

What did you find most impressive about them?

I’m impressed by the way that they all work together. They have a good rapport. When they present their work to me, it’s organized. Even with COVID-19, it was easy to follow along even though we weren’t in the same room. Their team didn’t skip a beat with their proposals.

Are there any areas they could improve?

No, I’m happy. If there were issues, their team would be responsive.

Do you have any advice for potential customers?

First Pier will lead you through the process. Do what you need to do and stay on the project timeline. It’s easy to work with them, and I highly recommend them.

BACKGROUND

Introduce your business and what you do there.

I’m the co-owner of a wholesale e-commerce coffee company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We’ve been working with them for 4–5 years. For the most recent project, we hired them to redo our website.

SOLUTION

What was the scope of their involvement?

First Pier redid our entire website — the front- and backend. They did graphic design and wrote copy, and they changed our subscription service from pay upfront to pay every month.

They also added functionality that made the website easy to use and changed our subscription platforms so that people could walk through it to choose what they like. The team also created a pop-up feature to make the website easier to maneuver.

What is the team composition?

We talked to 3–6 teammates. 

How did you come to work with First Pier?

We’re old friends with their founder.

How much have you invested with them?

We paid them a retainer of about $2,500 per month.

What is the status of this engagement?

We worked with on this project with them for about a year, and it ended in August 2020.

RESULTS & FEEDBACK

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

We like the way the website works, and we haven’t had a lot of customer confusion. The few people who have noticed that our website is different have all said positive things. 

How did First Pier perform from a project management standpoint?

They are really good at communicating. First Pier used Teamwork, which funneled through email. We have a conversation with our contact there every Wednesday to make sure that everything aligns with our vision.

What did you find most impressive about them?

We come up with lots of ideas that we would never be able to pull off. We pitch those ideas to First Pier and they figure out how to do it.

Are there any areas they could improve?

No, not that I can think of. We have a good relationship with them.

Do you have any advice for potential customers?

Communicate a lot with them so that you know what the project is and that First Pier isn’t going in a direction you didn’t intend.

BACKGROUND

Introduce your business and what you do there.

I’m the director of visitor operations and membership at the Portland Museum of Art. I’m in charge of the multitude of touchpoints for user experience at the museum. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We have a lot of disparate systems, and we needed an outside source to help examine our user experience touchpoint system as a whole and provide recommendations for future planning.

SOLUTION

What was the scope of their involvement?

We focused mainly on where visitors come into contact with the museum when they’re onsite. The main activity points are at the visitor desks, where people buy tickets, memberships, and other services, as well as the gift store. All of those points of sale use different softwares, and we worked with First Pier to integrate them and make our processes more efficient.  

The team provided a comprehensive interview process with all of our stakeholders, including floor staff. We also provided customer feedback we’ve received over the years, which they implemented into their overview. 

What is the team composition?

We worked primarily with two people.

How did you come to work with First Pier?

First Pier works with a lot of local nonprofits. They received fantastic reviews from some of our nonprofit colleagues, so we decided to partner with them. 

How much have you invested with them?

We spent about $7,000.

What is the status of this engagement?

The project took place from June–September 2019.

RESULTS & FEEDBACK

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

We’ve been extremely satisfied with the solution First Pier provided. We’re able to have a bird’s-eye view of our system, which has improved all of our processes, as well as visitor and staff experiences day-to-day. We saw a decrease in issues with connectivity.

How did First Pier perform from a project management standpoint?

The team was extremely approachable. They were able to communicate about deliverables with us in an accessible way. Even though our goal was rather opaque, they did a great job of breaking the project down into a digestible format. First Pier remained receptive to questions and concerns during the process.

What did you find most impressive about them?

First Pier is extremely generous with their time. They're a creative team, and they were always hyper-focused on delivering the outcome we needed. Further, they’re invested in our community, which was extremely valuable to us.

Are there any areas they could improve?

There’s nothing that comes to mind. Even though our engagement is completed, they still keep in touch to follow up. They really care about their clients. 

Do you have any advice for potential customers?

First Pier really knows how to break down your needs to accomplish your goals, so be willing and prepared to answer their questions.

BACKGROUND

Please describe your company and your position there.

Transparent Audio's mission is to help our customers achieve a "you are there" music listening experience in their homes. I am the CEO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Pier?

Website and online store backend construction, ongoing monitoring and interpretation of analytics

What were your goals for this project?

Combine website and online store into one seamless site Update old website in terms of content and function

SOLUTION

How did you select this vendor?

Our Art Director who did the graphic design for the new website recommended First Pier to handle the back end and logistics of the new site

Describe the project in detail.

Our Art Director is the liaison with First Pier. I provided content and structure for the new site to the Art Director who handled graphic design and the visual development of the site. First Pier handled the back end, logistics, and analytics. I reviewed the site's function during the trial phases and worked with our creative team to make a punch list of things that needed to be done to make sure the site worked smoothly as we intended and that navigation was fluid.

What was the team composition?

Steve Kelly was our project manager. I am not sure how many developers were actually involved in our project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The new site and online store are a huge improvement for us in terms of reaching our customers. I believe that online store traffic and sales have increased.

How effective was the workflow between your team and theirs?

Our project was and is well-managed.

What did you find most impressive about this company?

Their advice regarding our web vehicle (Shopify) has been excellent. The company is very professional, knowledgeable, and reliable.

Are there any areas for improvement?

Everything can always be done faster, but we have been satisfied with the quality of their work every step of the way.

BACKGROUND

Introduce your business and what you do there.

I have two clothing stores—one for women, and one for children.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

When I built our physical store, I knew we needed to create a website.

SOLUTION

What was the scope of their involvement?

They developed the websites for both of our stores, and they still maintain them today. Their team got to work right away on development. Originally, the site was built on Magento, but we’ve migrated the platform to Shopify so we could add features that could be integrated with our point of sale system in the store.

Then, they trained us on how to use Shopify so we could update content ourselves. While another person inputs all of the products into the website, maintains the site on a daily basis, First Pier supports us as well. Sometimes they add banner photos, or after a photoshoot, we’ll send them the pictures to edit, crop, and post on the site.  

They also helped us establish a social media presence. Although we manage that now, they always give us tips and ideas of new things to try.

What is the team composition?

I work with Steve (Founder & Strategy Lead, First Pier) and Leanne (Digital Solutions Manager, First Pier). Occasionally, we work with Martin (Digital Director, First Pier)  when we have specific requests or he needs clarification on what we want.

How did you come to work with First Pier?

A graphic designer that I had been working with recommended Steve to transform my informational site into and e-commerce platform. I worked with him directly, and as both of our businesses have grown, we’ve expanded our partnership.

How much have you invested with them?

We spend about $5,000 per month both sites together (approximately $480,000). Over the years, the price has increased as we’ve requested more features.

What is the status of this engagement?

We began working together in 2011 and our engagement is ongoing.

RESULTS & FEEDBACK

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

I’ve been happy with all of the projects we’ve rolled out. I’ve stuck with them for so long because the quality of their work is really good and they always treat us like we’re a priority. They’re great, and I always recommend them to other people.

How did First Pier perform from a project management standpoint?

They’ve been really easy to work with and their communication is great. Their offices are just down the street from us, so we see them all the time. They pop in if for a quick chat or to check in all the time. We’re also able to have more formal meetings, which I think is really valuable. We also collaborate via Basecamp, Teamwork, and even email for quick approval.

Originally, we were paying by project, but now we have an ongoing partnership so we can meet our goals and they can allocate time to work on our sites each month.

What did you find most impressive about them?

They’re really good to us and treat us like we’re their only client. I always feel like we have their attention. I know they treat their other clients the same way, but they always are able to make last-minute changes for us.

Recently, we were about to launch a sale, but one of the brands changed their rules at the last minute. It was a holiday, but First Pier’s team was responding to my emails, updating things, and fixing everything at home. Because of their work, we were able to get everything ready the night before the launch, which was awesome. Not every agency would do that.

Are there any areas they could improve?

I’ve never been disappointed by what they deliver.

Do you have any advice for potential customers?

Be really clear about your objectives and your goals. They have a lot of ideas, but they’re looking at your business from a different perspective. So, if you have specific goals, be vocal about what you want.

BACKGROUND

Introduce your business and what you do there.

I’m the President of Evan’s Rockin’ Hot Sauce. We’ve made hot sauce for three years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

I had been managing my web tools and marketing by myself before I reached out to First Pier. I wanted help with the digital side of my business.

SOLUTION

What was the scope of their involvement?

First Pier helped me with the full digital suite of my business, from developing our Shopify e-commerce system to aid. They adjusted my copy, typography, and iconography, among other things. They also trained me on how to use Shopify and implement it on my site so that people can easily order products online. Now I have access to many programs and creative possibilities to shape my website and identity. 

Additionally, First Pier worked with me to simplify my backend set-up. In my DIY set-up, I had to keep track of so many moving parts and subscriptions. They helped me make fulfilling orders and implement marketing strategies easier.

What is the team composition?

We work with five people. Leanne (Accounts & Solutions Manager, First Pier) is my main point of contact.

How did you come to work with First Pier?

My wife manages a jewelry production company and has used First Pier for years to manage their website. Based on what I knew they were doing for that business and what I wanted for mine, I spoke them. Their creative ideas in terms of design blew me away from the get-go.

How much have you invested with them?

We’ve spent about $5,000.

What is the status of this engagement?

We started working together in July 2019, and the project is ongoing.

RESULTS & FEEDBACK

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

By the time First Pier finished their work in mid-October, it was as if I had a brand new website. I’m doing way less work on the backend to fill orders and have seen my revenue grow by 85%–100%.

How did First Pier perform from a project management standpoint?

I love their style of project management. They break up each task into individual components. They make PDF presentations that guide through some pretty awesome meetings where they’d show us colors and icons. They ask for my input and feedback at each step, generate a bunch of different options, and then run with the one we choose. It makes me feel included in every single part of the process. We communicate either through email or in person.

What did you find most impressive about them?

First Pier finds important parts of my brand’s identity and translates them perfectly into visual language. Thorough and creative, they take pieces that I’ve made and show me them in a different way without generating a whole new identity. They’ve been a joy to work with. 

Are there any areas they could improve?

No, I can’t think of anything. Any issues I can think of came from my end—I was slow in getting information back to them, which pushed back our rollout.

Any advice for potential customers?

Make yourself available to First Pier. They’re thorough and quick to send you more to work on.

BACKGROUND

Introduce your business and what you do there.

I’m the e-commerce manager at Hyperlite Mountain Gear. We create ultralight backpacks, shelters, and accessories for any overnight backcountry adventure. Our fabric is lightweight, durable, and waterproof. It’s made entirely at our factory here in Maine, but we distribute globally through our wholesale website.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with First Pier?

We’ve been growing really rapidly, expanding our presence and product line, selling to more people around the world. First Pier helped with rebranding efforts and developing our new website.

SOLUTION

What was the scope of their involvement?

They played a big part in the rebranding process, by supporting surveys, developing the new site, and of course, marketing. They’re primarily our web design agency and have handled everything that has to do with e-commerce. We went from a Magento platform to the new and improved version, to most recently, Shopify. As we’ve expanded our products, they’ve helped optimize the platform to improve conversion rates. We just launched a new mega menu and completely overhauled our shopping cart. So, they’ve been tackling a very long list of things for our website this holiday season.

They’ve also helped us upgrade from Mailchimp to Klaviyo to support our marketing efforts. Helping with PR, they’ve helped develop content and planned the logistics around posting. They also help with our holiday campaign efforts, particularly our 2017 campaign. Before we had an internal team, they managed Google Ads for us.

What is the team composition?

They have about ten team members working on our project, including Leanne (Accounts. Solutions Manager, First Pier), Claire (Public Relations & Strategic Communications Director, First Pier), Martin (Digital Director, First Pier), and Steve (Founder & Lead Strategist, First Pier).

How did you come to work with First Pier?

Our company began working with First Pier before I arrived.

What is the status of this engagement?

We continue to work with them and improve our website.

RESULTS & FEEDBACK

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

Since our rebrand, our company continues to expand. In 2016, we saw 90% growth across the company. Our 2017 holiday campaign was beautiful and was a huge success—we saw a 50% growth for B2C. First Pier has operated on several different platforms, and they’ve made every transition absolutely seamless. They’ve definitely pushed us to try better industry practices because it would benefit us as a business.

The shift to Klaviyo paid for itself within the first few weeks of using it, while the mega menu we just launched is a huge upgrade.

Since they’re a pillar of creating our brand, they always do a great job of maintaining our tone and the story at the heart of everything we do. It can be difficult to balance marketing and tech, but they do a great job.

How did First Pier perform from a project management standpoint?

They’re always flexible and willing to tackle new products. When we need to make changes, they react really quickly to help get everything in a row for a new launch. The team is great at staying on task and working efficiently.

They keep us on track, and I rely on them a lot for their organization and communication skills. I talk to them almost every day and see them a few times a month. We used to use Basecamp but have recently switched to Teamwork Projects.

What did you find most impressive about them?

They’re great for businesses like ours that aren’t just looking for e-commerce solutions, but are looking to grow. They’ve been a fantastic resource for supporting acquisition and conversion.

Are there any areas they could improve?

I really don’t think there’s anything they need to improve.

Do you have any advice for potential customers?

Everyone has their own ideas and strategies, but I would recommend being openminded to First Pier’s suggestions. They’re always advancing—always looking at what’s coming down the pipeline—and trying to new strategies. So, be receptive to their ideas because their expertise is very valuable.

BACKGROUND

Please describe your company and position.

I am an executive of Sissle & Daughters

Describe what your company does in a single sentence.

Family owned cut-to-order cheese shop and specialty grocer.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Rebranding
• Website buildout
• Packaging design

SOLUTION

How did you find First Pier?

Referral

Why did you select First Pier over others?

• Great culture fit
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

First Pier assisted us as we both rebranded and launched a second location.  They created our new logo, designed physical assets such as signage, bags & product labels, and designed & built out our new website. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Being just a few months into the launch of the rebrand, we don't have a lot of measurable outcomes just yet. However, we have received nothing but positive feedback from our customers. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

First Pier hit each and every deadline. We never had to question whether deliverables would be ready on time. They were quick to respond to questions, worked additional projects that popped up seamlessly into the timeline, and were receptive to feedback. 

What was your primary form of communication with First Pier?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We really appreciated the holistic approach to the rebrand. First Pier's process really allowed us to think deeply and creatively about who we are, and what we aspire to be as a company. 

Are there any areas for improvement or something First Pier could have done differently?

Not that I can think of!

BACKGROUND

Please describe your company and position.

I am the Owner, Buyer of Viand Mercantile

Describe what your company does in a single sentence.

Brick & mortar and e-comm home decor and gift boutique.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire First Pier to accomplish?

• Website Design
• Full Rebranding
• Shopify Integrations

SOLUTION

How did you find First Pier?

Other

Why did you select First Pier over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Company values aligned

How many teammates from First Pier were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Helm and First Pier did an extensive rebranding and shopify website overhaul for the launch of our brick and mortar + e-comm store. They met our very quick turn around, and helped us come up with solutions to match our budget.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Their team maintaned a very detailed scope with actionable deadlines throughout our project timeline.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were very prompt and extremely responsive. 

What was your primary form of communication with First Pier?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They have a very organized team that could meet all of our needs from Shopify to design to advertising. 

Are there any areas for improvement or something First Pier could have done differently?

None - they are very buttoned up and are absolutely wonderful!

BACKGROUND

Please describe your company and your position there.

M. Leonard International Inc. is a wholesaler and retailer of footwear. I am the president and owner of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire First Pier?

Launching a new website and maintaining that website in an ongoing manner.

What were your goals for this project?

To launch an e-commerce site that was both brand-forward and transactionally functional.

SOLUTION

How did you select this vendor?

After interviewing many local web developers.

Describe the project and the services they provided in detail.

• Web design and development
• SEO
• Brand book
• Maintenance
• E-commerce integration with ERP

What was the team composition?

Designers, developers, account management reps, etc.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

Immediate profitable D2C sales increases.

How was project management arranged and how effective was it?

Via account rep; it was seamless.

What did you find most impressive about this company?

Their timeline management and collaborative approach are impressive.

Are there any areas for improvement?

No.