WooCommerce Dev & Maintenance for Consumer Goods Company
- E-Commerce Development
- $10,000 to $49,999
- June 2019 - Ongoing
- Willing to Refer
“They always have our best interests at heart and come to the table with suggestions based on their experience.”
- Consumer Products
- Portland, Oregon
- 1-10 Employees
- Phone Interview
Fountain City, Inc. has helped a consumer goods company make improvements, UI changes, plug-in installations, and maintenance to their WooCommerce site. Additionally, they’ve built a new B2B side to it.
Thanks to Fountain City, Inc., the client has seen an increase in their web traffic and an improvement in their UX. The team is very responsive, collaborative, and flexible, and they excel at understanding the needs and creating clear proposals. Additionally, their knowledge is outstanding.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the operations manager for Vital Leaf, a consumer goods company creating health and wellness products. We focus on both retail and wholesale.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Fountain City, Inc.?
Initially, we brought Fountain City to help us with web management for our e-commerce site because we weren’t having a good experience with our previous service provider.
What was the scope of their involvement?
Fountain City’s role has changed over the years, and our intentions have also been dynamic. They originally took over the website management work done by our previous web development company. Since then, they’ve made a lot of improvements to our WooCommerce site related to its UI and cleaned some of the bad development work our initial web developer did.
One of the most significant projects that Fountain City has supported has been adding a B2B shop on our site separate from our B2C one. Additionally, they take care of our website’s maintenance, hosting, and basic cybersecurity updates. Throughout our engagement, we’ve also explored the possibility of doing more e-commerce work with Fountain City, although we haven’t moved forward with all the initiatives and opportunities we’ve found.
Users can primarily buy our products on our site, but it also has a consumer education component. We deliver this component in the form of a blog, and Fountain City has provided us with guidance on improving our SEO through our blog.
What is the team composition?
We’ve worked directly with Sebastian (CEO) and his business partner, as well as with 2–3 web developers. One of these developers has worked with us in a very consistent way; he has been our main point of contact. Additionally, we’ve worked with 3–4 project managers who have come and gone from the project.
How did you come to work with Fountain City, Inc.?
They came as a word-of-mouth recommendation. We decided to work with them due to the quality of the recommendation; the person who recommended them was very affirming about the quality of their work and the ease of engagement. Still, we did a couple of informational interviews and were very impressed with the quality of Fountain City’s relationship-building skills.
We immediately felt comfortable with them and trusted them. Moreover, Sebastian’s desire to do due diligence on his end to better understand the needs of our business was very reassuring. During our initial meeting, he asked many in-depth and pointed questions to gather the right information and work with us effectively. That was very valuable for our team because it felt like an honest relationship.
How much have you invested with them?
We’ve spent between $10,000–$50,000.
What is the status of this engagement?
We started working together around mid-2019, and our engagement is ongoing. Unfortunately, our budget is very low right now, so we haven’t used Fountain City to the extent we would like to.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
Since working with Fountain City, we’ve noticed an increase in site traffic. Additionally, they’ve significantly improved our site’s UX by installing plug-ins, smoothing things out, and correcting glitches and bugs. They’ve fixed a lot of problems with our website and integrated new plug-ins that have been highly beneficial for our site.
How did Fountain City, Inc. perform from a project management standpoint?
Throughout our engagement, Fountain City has been very responsive, flexible, and collaborative in determining the best fit between our company and theirs. Their team is especially helpful in moments when our site doesn’t work properly because they’re great at prioritizing emergent needs.
One of Fountain City’s strengths is creating very clear proposals for scopes of work with defined outlines for budgets. The proposals they generate are very considerate of our business needs and our budgeting.
Moreover, I really appreciate all the people from Fountain City we’ve worked with. Their communication is very clear, and their troubleshooting process is always clear and creative. I’m not knowledgeable in web development, but everyone from their team has been very good at explaining things to me and helping me understand their work.
We communicate via Zoom meetings, text messages, and phone calls. We’ve also done very few in-person meetings because their team is located in different places. Fountain City also uses a project management app through which we communicate. This app has been really helpful for streamlining our communication and keeping our information in one place. It also allows us to watch the project’s progress and track things in a more efficient way.
As for time management, Fountain City has done their best to deliver things on time, but our site has provided some consistent challenges. Thus, they’ve faced some unforeseen issues that have required a longer time to troubleshoot than expected.
Another thing that has impacted their timeliness is that we’re a very small internal team. Sometimes, they require critical information from us that we haven’t provided in a timely manner due to our limitations.
Moreover, They’ve been responsible for some delays whenever we’ve needed to transition between project managers because we’ve needed to get new people up to speed on our business, website, and project progress. Still, we’ve been satisfied with the timeliness of Fountain City’s deliveries for the most part.
What did you find most impressive about them?
I’ve been very impressed with the clarity of Fountain City’s work and the foundation of their knowledge; customer focus is one of their strengths. Sebastian is very committed to finding the best possible solutions for everyone, which for him, represents a higher priority than telling us what we want to hear or providing us with easy solutions. They always have our best interests at heart and come to the table with suggestions based on their experience and understanding of our business.
Moreover, their whole team values working relationships greatly, which is wonderful for us as clients. For the most part, they’ve been extraordinarily easy to work with, and they’ve been very patient with me. Overall, working with them has been a very positive experience.
Are there any areas they could improve?
An area that Fountain City could improve is the number of project managers who have come and gone. It feels as if our business has passed through many people's hands, creating a slowdown in the project and a lack of clarity. Still, Sebastian has tried his best in those moments to step in and provide direct support to our business.
Do you have any advice for potential customers?
Be clear about your available budget for the project and communicate that upfront. Additionally, have realistic expectations about how much progress can be made given your available budget; it is important to set the right expectations. Moreover, be clear about your business’ high priorities and be open to suggestions and feedback regarding the best approach to reach your goals.
Service & Deliverables
On time / deadlines
Value / within estimates
Willing to Refer5.0