What evidence can you share that demonstrates the impact of the engagement?
We’ve been able to start using the tool and incorporating it into our business process. There have been several wins. We’ve been able to implement business processes more effectively.
For example, we’ve consolidated a lot of our data into a single platform, and FreshWorks helped us by developing workflows. They also built dashboards and some basic reporting tools that allow us to get information more quickly and deliver services more proficiently.
There’ve been some roadblocks due to government policy as it relates to information security. A task about automating the creation of accounts created an issue with our government security organization.
However, FlashWorks did find a way around it. So, we can still use the tool in our process, just maybe not to the level of efficiency that we would like. But, it’s something we can improve down the road when we can break some of those security barriers.
How did FreshWorks Studio perform from a project management standpoint?
We had a fairly positive experience with the agile process as it was relatively new for our group. When it comes to the quality of the product as well as the delivery of the product, it worked out really, really well.
They worked very closely with our team, holding daily stand-ups. They clearly communicated their plans, and unless there was a setback because of the environment, they delivered what they said they would.
We learned that when we engage in this type of project, we need to be prepared to lose a staff member who is dedicated as a product owner. This puts a little bit of pressure on other areas of our operation.
By the end of the first engagement with them, they had a pretty solid understanding of our business. They were able to map out our business process, create the workflows, and implement those workflows into the CRM.
They were using our jargon and lexicon. They really quickly understood our business dynamic, almost to the point where I could have hired any of them to run some of our process.
What did you find most impressive about them?
They were very accommodating, flexible, and adaptable. There was a lot of remote work because we had limited space, but they traveled to our site at the end of sprints and for presentations. When a change was needed at the end of a sprint, they would make those small adjustments right away.
They provided training long after the contract was terminated. They didn’t just walk away from the product. They were more than willing to answer questions and make changes even after the contract was completed.
Are there any areas they could improve?
There are things that could have been improved, but I’m not sure if FreshWorks could have one anything better. They were dealing with a government project, so they were subjected to the government’s rules, procedures, and policies. There isn’t much that they could have done when it came to that.
Do you have any advice for potential customers?
Try to be prepared from a work environment perspective. In the government, it took some time to create a cloud environment for the CRM.
Although that part took some time, FreshWorks wasn’t going to hold off. They have their own Microsoft Dynamics environment in their own space, and they started development without any data. As we were trying to get things resolved, they were still already working on a solution for us.
For anyone taking on a project, make sure that you are ready for the contractor to show up. Make sure they have the proper access and space to work. That way, they can really hit the ground running and there is no waste of time.