This review was updated on April 9th, 2019, by the client. The original star ratings were: Overall - 4, Quality - 4.5, Schedule - 4, Cost - 5, NPS - 4. New content is below:
How did your relationship with the vendor evolve?
Early on, I felt that they weren’t assigning the appropriate amount of resources to review our use cases and wireframes. This led to problems with translating the design to the developers, and they admitted to this after the fact. I overlooked and omitted these issues in my first review out of a desire to give them a positive review on Clutch. It was really the feedback from our users and conversations with other former clients of Freshworks Studio that drove me to update the review.
Also, we realized that the project manager was not being transparent with us. He later admitted that he was trying to calm our fears while pushing his developers to scale the project on a tight budget. We addressed this in a meeting with the co-founder where we asked for a new project manager. He agreed that they were mismanaging the project, and he reassigned some of the project manager’s responsibilities. At this point, it was difficult to make up for lost time, and we were running into overage costs of around $25,000. Though they recognized that they were at fault, they pressured me for a good review to avoid these overage costs.
How did Freshworks Studio address the challenges that arose?
Many of our inquiries, especially regarding their interpretation of our use cases and wireframes, went unanswered. Because of this lack of communication, we missed our window to resolve issues before the developers started building the app.
Even after acknowledging the multitude of issues, they pressured us to complete the project. I had asked for additional review and acceptance time, but the work had already extended passed our initial timeline. We planned for a four-month build, and development ended up being a year-long process. We were both anxious to move on, so we accepted the product before we were happy with it.
Describe the impact this engagement has had on your business.
We saw a decrease in revenue after we launched the product. We’ve also lost customers due to the poor quality of the app. We’ve seen many negative customer reviews due to frequent crashing and problems that were never fixed. As a result, we’ve had to do damage control with our customer service department, which has required more time and resources.
The product they delivered is substandard, and we had to hire a full stack developer to come in and resolve many of the issues with the app. It’s been six months since we launched the app, and we are still getting reports of major bugs that users are experiencing.
I will take some responsibility for my lack of experience with developing apps, but I am frustrated because Freshworks Studio has a positive reputation for developing native applications. We certainly did our best to give them what they needed.
How was project management handled?
Their project manager wasn’t responsive during early communications, which set us up for failure in the development phase. The initial prototypes didn’t fit with our designs and requirements and were also poorly built with bad UX. They also included features that we never designed. When we requested changes, they were slow to respond, and ultimately never corrected the issues.
Is there anything that the vendor did well or that you would consider a strength?
The last quarter of the job was fine from a project management standpoint, and we felt that the meeting with the co-founder was a successful one.