FreshWorks Studio (now EY Design Studio)

BACKGROUND

Please describe your company and your position there.

I am a Director at a healthcare product and services company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire FreshWorks Studio, and what were your goals?

We hired FreshWorks Studio to develop a mobile app to support the mental health of first responders and healthcare professionals suffering from burnout, stress, and the mental health impacts exacerbated by the COVID-19 pandemic. Our goal was to support mental health and wellness in this population while addressing several challenges facing first responder organizations:

(1) Restricted budgets
(2) The need for easy implementation
(3) The need for content to fit the specific mental health and wellness needs of each organization.

Unique cultures within first responder organizations require unique support tools that “speak their language.” The FreshWorks team worked with our company to define and develop a mobile app platform that is highly configurable and can be set up in a matter of hours for a client. While the platform “comes with” a set of occupationally targeted mental health tools and resources, it was built to support an organizations' own tools and resources which they can manage themselves.

SOLUTION

How did you select this vendor and what were the deciding factors?

We first partnered with FreshWorks in July 2019 after a national search for a mobile app development partner. We invited 8 companies to respond to an RFI and through a rigorous evaluation process we selected FreshWorks. They worked closely with us during that initial project to develop four mobile mental health apps, proving their capabilities but also their cultural fit. They were a strong team and literally a pleasure to work with. They brought a lot to the project besides their app development skills.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The team performed every task associated with defining, developing, testing, and moving mobile apps (for iOS and Android) to production. The scope of work included requirements definition, detailed work planning including governance, sprint schedules and planning, technical architecture and design, privacy, security, and identity management planning; UX/UI design; technical architecture development; application development following an agile process; functional, system and integration testing; production readiness and deployment in AWS; and documentation.

How many resources from the vendor's team worked with you, and what were their positions?

Over the course of the project up to 20 different resources supported the team, including Project Manager, Scrum Master, Technical Architect, Senior BAs, Android App developers, iOS app developers, full stack developers, UX/UI designers, and QA analysts.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Espri was launched in early 2021 and since then we have secured a number of first responder and professional athlete association clients. We have also secured several national partnerships to help advance mental health and wellness with the Espri app. The platform is highly configurable and we've been able to quickly build new "editions" for other employee types and add new functionality (Peer Support). Overall we've had extremely positive feedback on the app - it is intuitive, very nice to use, and very much rooted in the needs of the end-users which was very important to us.

Describe their project management style, including communication tools and timeliness.

The project manager and scrum masters were dedicated to our project and became core members of our team. They were available, highly accountable, and delivered high-quality work at all times. Communication tools included Slack, Jira, email, daily stand-ups, phone, and pretty much anything that was required. As this project took place during the COVID-19 pandemic there was no option to meet in person - we overcame that barrier easily.

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

They are very quick, responsive, and intelligent. They have strong talent that is used to working in an agile manner and up on the latest design and programming best practices. They brought a "fresh" energy into our project and we were very glad to have selected them as our partner.

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

No, they were a fantastic partner.

BACKGROUND

Introduce your business and what you do there.

I work for the government of one of the Canadian provinces. We’re leading the response actions from the provincial government related to COVID-19.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We partnered with the government of Canada on a first-of-its-kind International Border Pilot Project to assess the ability of travelers to come back from international trips and have a reduced quarantine.

We already had a contract with FreshWorks Studio for our Returning Traveler Outreach Program, so we expanded our contract with them to create a registration form to track symptoms and follow-up testings for the travelers that were already in the program.

SOLUTION

What was the scope of their involvement?

We were given a three-week notice to have that program in place, and, given that this was a collaboration with the federal government, all of our decisions required two levels of approval. Thus, we created a project team with a number of sub-working groups such as the operations, logistics, governance, information and intelligence, and testing teams.

FreshWorks Studio was involved in all the facets of this project. Over the three-week process, we developed a complete registration form, a process, and all of the communications for the entire pilot program.

What is the team composition?

We have three main points of contact from FreshWorks Studio, but their team has grown as the project scope has increased. We deal with two of our main contacts on a regular basis, and they’ve been heavily involved in the creation, development, and adjustments that we’ve made throughout the entire project.

How did you come to work with FreshWorks Studio?

I believe that we originally hired FreshWorks Studio through a regular procurement process. As they had already developed a basic registration form for travelers, we continued working with them. It was easier for them to adjust an existing platform in order to go live for this project in such a short turnaround time.

How much have you invested with them?

As this is a joint project between the federal and the provincial governments, the project’s total cost is over $25 million.

What is the status of this engagement?

This specific project started in October 2020, and our engagement is ongoing. FreshWorks Studio has also been awarded additional work for the government of our province.

RESULTS & FEEDBACK

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

Over the course of four months, our pilot program saw over 52,000 travelers come back from international travel and be released from quarantine early, with a limited spread of COVID-19 in the community.

The relationship that we’ve developed with FreshWorks Studio is excellent, as are their technical ability and turnaround times. They’re very responsive, and their response time is excellent. Sometimes they answer within minutes and other times within hours. On occasions, our demand for changes was very high, and they always exceeded our expectations.

How did FreshWorks Studio perform from a project management standpoint?

We’ve never had an issue with FreshWorks Studio in this regard. Even when the project got more demanding, they always met deadlines and were ready to make changes. Additionally, they’re very open to discussions about improving our workflows and processes and approaching the constantly arising challenges.

What did you find most impressive about them?

FreshWorks Studio’s collaboration is impressive. They have the ability to brainstorm options when there are constant changes in a project or when there is a high demand for different things at the same time. They also come up with out-of-the-box ideas and work with multiple partners to achieve success.

Are there any areas they could improve?

The only issue we had initially was that FreshWorks Studio wasn’t staffed out completely, considering the amount of work that they ended up doing for us. However, that’s something that they have improved over the past months.

Do you have any advice for potential customers?

Involve FreshWorks Studio early on in your conversation, and include them in the project development. Given that they’re excellent at thinking outside the box and coming up with creative solutions, it is better to involve them from the beginning.

BACKGROUND

Introduce your business and what you do there?

I was the IT project manager for CGI. They provide consultation services to the government and industries.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We needed additional technical resources to work with us on an urgent project.

SOLUTION

What was the scope of their involvement?

FreshWorks Studio integrated into our team. We used an Agile development methodology and worked in 8-week sprints. At the end of each sprint, we did a demo for our client. We used technologies such as Python, Azure, and Drupal.

What is the team composition?

We worked with eight people from FreshWorks Studio, some of which were developers.

How did you come to work with FreshWorks Studio?

We chose them because they had the experience and capabilities to augment our team.

What is the status of this engagement?

We worked together from December 2020–February 2021.

RESULTS & FEEDBACK

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

We received tremendously positive feedback during the demos for our clients; they were extremely impressed with what they saw.

How did FreshWorks Studio perform from a project management standpoint?

FreshWorks Studio was transparent and communicative throughout the project. They worked as part of our team, so we managed the project. We used Jira to track the project and communicate the sprint stories.

What did you find most impressive about them?

FreshWorks Studio was high-performing and self-organized. They knew what to do and how to get things done. We didn’t have to spend a lot of time explaining things to them, which helped move things forward nicely.

Are there any areas they could improve?

There’s nothing I can think of that needs improvement.

Do you have any advice for potential customers?

Go and get them.

BACKGROUND

Introduce your business and what you do there.

I’m the director of a designated driver vehicle pickup service.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We needed help with app development.

SOLUTION

What was the scope of their involvement?

First, spent a couple of months deciding how we wanted the app to work. The layout is crucial, so we wanted to make sure we got it right. Then, we brainstormed how things would play out before we built the actual app. Finally, the team developed the app on iOS and Android for us.

What is the team composition?

We worked with their owner and a project manager.

How did you come to work with FreshWorks Studio?

We interviewed a few different companies and found they were the best fit for us. We liked the pay-as-you-go model format, too.

How much have you invested with them?

We’ve spent over $250,000.

What is the status of this engagement?

We started working together in June 2020, and we launched the app in March 2021.

RESULTS & FEEDBACK

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

Everything looks great to us. They did great work with the graphic design and the layout.

How did FreshWorks Studio perform from a project management standpoint?

They did really well. The project manager was on top of any issues. We never felt that they weren’t taking care of our issues. We communicated via email and had weekly updates on where the progress was at. We were well informed throughout the project, which was great since we were very new to the process.

What did you find most impressive about them?

It was great how they were able to transfer our ideas and conversations into the app during demonstrations. It showed that they were great at listening and hearing our communication. They really hit our target.

Are there any areas they could improve?

At the end of the project, we could’ve had fewer meetings. I would’ve preferred their time to go into refining and perfecting the app at that stage.

Do you have any advice for potential customers?

My advice is to have meetings every couple of weeks to stay on top of things. Make sure you address concerns early on so that everyone understands what’s going on.

BACKGROUND

Introduce your business and what you do there.

I work for the ministry of health in the government of British Columbia (BC). We provide oversight, funding, and federal government functions for the BC health system.

I am part of the digital health strategic initiatives branch. We provide digital health project leadership and implementation of digital solutions for the BC health system. My title is the patient empowerment portfolio leads. I support all of the citizen-facing applications in the ministry of health.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

They worked on two of the applications in my portfolio, targeting two specific groups. The first group was youths aged 12–24 with mild to moderate mental health challenges. The goal there was to develop a mobile way to connect them with services and service providers.

The second group was first responders who see a disproportionate amount of mental health challenges, both because of the opioid epidemic that we have in Canada, as well as the COVID-19 pandemic. We wanted to develop a mobile app that provided them with digital services and information quickly and in a mobile-friendly manner.

SOLUTION

What was the scope of their involvement?

They have a full development stack that’s been responsible for developing the applications, and they’re also involved in the design process. Additionally, folks from their team have worked with our youth advisory team and other stakeholders to elicit requirements.

Both applications are for iOS and Android, and the youth mental health application also has a web-based version. Everything is built natively. The MVPs are live, currently, and we’re moved into phase three of the project.

What is the team composition?

It varies a bit depending on the phase of the project we’re in, but right now we have a solution architect, a technical project manager, a scrum master, a business analyst, a UX/UI design, an iOS developer, an Android developer, and two full-stack developers.

How did you come to work with FreshWorks Studio?

FreshWorks was on board before I was in charge of these projects, but my understanding is that they came highly recommended, in addition to being local. They had expertise in mobile application development.

What is the status of this engagement?

FreshWorks Studio has been on board since September 2019. We’ve been working on both these projects for a few years and with a number of service providers.

RESULTS & FEEDBACK

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

We’re still early in the process of evaluating the impact of the applications, but we’ve already received multiple five-star reviews on the app stores.

Internal stakeholders have been happy with the process and the work that FreshWorks Studio has done. We think they’re a great team.

How did FreshWorks Studio perform from a project management standpoint?

Overall, it was good, but it may be an area that they could improve on. They’re a newer company, and thus they may not have the depth of project management expertise that a larger firm would have. FreshWorks Studio makes up for that in their ability to deliver on the technology front, however.

We brought in one of our other partners to help in a scrum master role and provide a bit more oversight, but, generally, FreshWorks Studio was fine. They just need some time to figure out the tools and processes they need.

In terms of communication, the project manager and the product owner on my side handle the day-to-day interactions, but I have a bi-weekly touchpoint with FreshWorks Studio’s technical project manager and owner. I use that time to raise any issues we have and discuss challenges. They’ve been very responsive to everything we’ve asked.

What did you find most impressive about them?

FreshWorks Studio is a really passionate and committed group of people. They have a lot of mobile app development expertise. Their services certainly meet our needs.

Are there any areas they could improve?

The only critique I have is around project management. It’s nothing major, but they could do a better job of managing scope and expectations, as they often have to work evenings and weekends to deliver on time. To me, it perhaps indicates a lack of discipline in project management.

Do you have any advice for potential customers?

Be open with your requirements and maintain an open dialogue. They’ll engage with you about how to get the most value.

BACKGROUND

Introduce your business and what you do there.

I’m the senior IT business relationship manager for a Canadian government organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We wanted to create an interactive customer experience with our road test application.

SOLUTION

What was the scope of their involvement?

FreshWorks Studio worked with us from the service design ideation stage. They helped build up the concept and helped visualize what the experience would look like for customers, as well as what the application would look like. They used AngularJS to develop the frontend of the application and for building new APIs. Map features were built-in. The layout and the flow of the customer experience going through the booking system were improved. Visuals for the map and where to schedule appointments were created.

What is the team composition?

We worked with a developer, a project manager, and a quality assurance analyst.

How did you come to work with FreshWorks Studio?

I had the opportunity to meet some of the founders through an innovation lab. I was able to see some of their work done to the innovation lab and then after that, we posted an RFI. They were successful in that process for work.

How much have you invested with them?

We invested about $100,000.

What is the status of this engagement?

For this project, we worked together from September 2019–August 2020. We had a bit of a delay due to COVID-19.

RESULTS & FEEDBACK

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

The quality of the work was high. We measured the success by the release in the build of the new initiative and if there were any issues or defects afterward. It was good, and we never saw any significant defects or a negative customer impact. We continued to work on the performance because after we went live, there was a lot of demand for it since the booking system was on hold.

How did FreshWorks Studio perform from a project management standpoint?

Their project management skills were excellent and they were very responsive. They were actively setting up meetings to go through the status of the project and to discuss how to move forward. We worked on a lot of project initiatives that were managed through JIRA and there was a project charter as well.

What did you find most impressive about them?

They were very collaborative and the founder was excellent with engagement and working with their teams to resolve any problem. The team was knowledgeable and professional. 

Are there any areas they could improve?

No, I didn’t have any concerns.

Do you have any advice for potential customers?

Have a vision of what you want to do or collaborate with them on. Know what you’re expecting in terms of your function, as well as the functional requirements and goals. They’ll work with you and walk you through all of the design upfront.

BACKGROUND

Please describe your company and your position there.

I am the owner of an appraisal company called DB Appraisals Ltd located in Nanaimo, BC. I contacted Freshworks Studio to build an app for me. I wanted to hire a Canadian company and a local one if possible.

They fit the bill for that and appeared to be a new and growing company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire FreshWorks Studio?

Hi hired Freshworks Studio to build me a mobile app for appraisals.

What were your goals for this project?

I wanted a working app where users can submit pictures and information regarding items they wanted appraised. Once payment was received from the client, the information is to be sent to a dashboard where i can see the pictures and information, then send them a valuation of their asset along with some history if possible.

The requests were not to be allowed to be sent without pictures attached, or filling out all the fields in the request forms.

SOLUTION

How did you select FreshWorks Studio?

Being a local Canadian company.

Describe the project in detail.

The app is for customers to submit pictures and information of assets they wish to have appraised, make payment and then receive the valuation once the appraisal process is complete.

What was the team composition?

i was assigned a project manager which has changed several times and don't even know who is supposed to be in charge of my app for maintenance etc. I have been talking with the owners, when i am able to get in touch with them. They don't always answer their phones or return calls.

RESULTS & FEEDBACK

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

The app has had problems from the beginning. The request number system doesn't work properly, pictures are not received with the requests. I have asked several times for a quote for regular maintenance and have yet to get one.

The last request was 1 month ago and i have not heard anything from this company. It appears that once they have received the money for the app, they are no longer interested in helping with the operations of their work.

How effective was the workflow between your team and theirs?

I have it has been troublesome at times, asking for certain features and been given excuses why they can't do it or trying to get away from providing me with a certain feature.

What did you find most impressive about this company?

looking back, not much anymore. They claim to be very busy and unable to help with any type of maintenance or fixing a problem with the app when it arrises. They think that it is okay for my business to lose customers and money because they already got theirs.

Are there any areas for improvement?

Customer service is very bad with this company. I do not recommend them as they don't appear to be interested to help their past clients with issues with the app once they have their money.

UPDATED REVIEW

The vendor responded on February 9, 2021.

Humility is our core value and we will learn from this experience to get better at communication and set the right expectations. As you have pointed out, this app was developed in 2017 (4 years ago) and a lot has changed in frameworks and libraries. We have been trying to help you free of cost for the last 4 years and have also hosted your apps on our App Store.

As with anything, there are always two sides to the story and anyone reading this review should have an opportunity to see it from the other side. You can see from our other past reviews that we truly care about our clients. In this case, the app and backend were developed 4 years ago. Since our client had a very little budget ($15k) and has a small business, we were careful in choosing the technologies that don't cost a lot of money. We chose Firebase for easy authentication and database management. We have been managing, hosting and updating the database for the client free of cost. Firebase has also been updated multiple times for which we updated the backend.

We are all humans and as a company, we do agree that we could have done a better job at responding to the client faster. There's no excuse for it - growing and scaling the company while also keeping and managing legacy applications is a difficult task and we will do a better job at this next time.

BACKGROUND

Introduce your business and what you do there.

I’m the co-founder and CEO of a health software company. We have software that helps patients and families through complex care pathways, especially surgery

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

When COVID-19 started, we were put in charge of the Canadian national COVID-19 app, as well as the British Columbia provincial COVID-19 app. We needed to scale up quickly and shift a lot of things fast, which is why we brought on FreshWorks Studio.

SOLUTION

What was the scope of their involvement?

FreshWorks Studio has been working as a part of our software development team. They’ve worked on the UI/UX, frontend, and databases, as well as connectivity with other systems. The team has used a few different technologies.

They helped us to do a refresh of the whole app for the national COVID-19 app to improve usability and accessibility.

What is the team composition?

We’ve had over 20 teammates working with us, with a core team of 5–10. We have one team lead, and we've also interacted with Sam (CEO) and Rohit (COO).

How did you come to work with FreshWorks Studio?

A mutual customer of ours recommended that we work with FreshWorks Studio.

What is the status of this engagement?

We began working with them in April 2020, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We went from serving tens of thousands of patients to over 10 million in about a month, so we had lots of things to scale pretty quickly, and FreshWorks Studio was a very important part of our success. Our customer was very happy with the national COVID-19 app. 

The team has a lot of strong developers who have helped us to overall improve the way our software development team works. 

How did FreshWorks Studio perform from a project management standpoint?

They’ve been very flexible. I’ve been a tech CEO for 15 years, and the lead we work with is one of the top people I’ve ever interacted with. He’s organized and understands things quickly. We use Slack to communicate, as well as email. Sam and Rohit are incredibly engaged and responsive.

What did you find most impressive about them?

FreshWorks Studio helped us to raise our product management game in general. They’ve helped us make our product development a lot more efficient. 

Are there any areas they could improve?

No, nothing comes to mind. They should just keep up the passion they’ve had so far.

Do you have any advice for potential customers?

Be clear about what you need, but also be very open to suggestions. It would be a waste to just give FreshWorks Studio little tasks with no latitude. 

BACKGROUND

Introduce your business and what you do there.

I’m the chief product owner for a provincial government organization. Currently, we're modernizing our applications.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We needed to scale our Agile teams and deliver applications.

SOLUTION

What was the scope of their involvement?

A few of their consultants initially provided mentorship in Scaled Agile. As we grew and matured over the years, we moved on from that type of relationship. Their team fully integrated with our Scaled Agile team. We’re now running with them as developers.

We scaled our team with FreshWorks to build more apps. We needed another stream while we ran multiple other streams for rebuilding our apps. FreshWorks provided senior professionals to support those builds.

They helped us build and release four different apps from scratch. However, we had legacy dependencies, meaning their team had to integrate the products with old systems. For the frontend of the apps, we used Vue.js. And for the backend, we used Python on an OpenShift platform. We’re getting into cloud services now.

What is the team composition?

I primarily communicate with Sam (CEO) and another team member.

How did you come to work with FreshWorks Studio?

I found them and directed a procurement process. Their team essentially proved themselves as the best option through that procurement, and that’s why we chose them.

How much have you invested with them?

This is a multi-million-dollar project.

What is the status of this engagement?

Our ongoing partnership began in January 2019.

RESULTS & FEEDBACK

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

We collect metrics through a standard user research process and use a seven-point scale to measure our products’ usability. We also use internal KPIs for assessing new systems, such as if the new systems reduce call volumes.

The project has been successful. FreshWorks helped us change dramatically over time.

How did FreshWorks Studio perform from a project management standpoint?

We use Rocket to manage the project with them. They conformed to what we need. We follow a Scrum methodology, so we have daily stand-ups and retros every two weeks.

What did you find most impressive about them?

I’m most impressed by their willingness to jump into the unknown. They’re able to quickly build a team. Their team is used to jumping into projects relatively quickly, which reduces the time needed to ramp up. It was beneficial to be able to start up and running with them.

Are there any areas they could improve?

No, I can’t think of anything.

Do you have any advice for potential customers?

Know what skillsets you need. It may be helpful to test potential developers’ skillsets based on your needs.

BACKGROUND

Introduce your business and what you do there.

I’m the director of a governmental health organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FreshWorks Studio?

We were looking to build a COVID-19 response app. We were trying to build a new solution while also defining a business program and policy requirements and ensuring compliance with legislation.

SOLUTION

What was the scope of their involvement?

FreshWorks Studio provided design and development work in addition to implementation, the full gamut. We typically run projects on a slower timeline, but since there was no historical pattern for COVID-19, we were looking to work quickly.

We didn’t make our app downloadable, and that was one of our UI/UX principles. We didn’t want to create any friction for B.C. residents to uptake our solution, so we went with a mobile-responsive web approach instead. At the start, we only had ideas but no real thoughts on how this might look. 

What is the team composition?

We worked with four core team members from FreshWorks Studio. There might have been a couple of people behind the scenes brought in when we needed extra capacity, but overall, it was a core of four team members.

How did you come to work with FreshWorks Studio?

One of our partner ministries had a working relationship with FreshWorks Studio. When COVID-19 came our way, various ministries got together and realized how we could redirect some of the resources we already have on the ground to more pressing matters. This was a great example of a ministry to ministry partnership.

We have some resources that we can loan to other ministries as part of this COVID-19 response because those aren’t typical resources that we have at the ready. So we were looking across at our partners, asking what we can do and who can help us.

How much have you invested with them?

We’ve invested $50,000.

What is the status of this engagement?

We worked with FreshWorks Studio in April 2020.

RESULTS & FEEDBACK

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

For this particular project, a citizen-facing web-based app, we were able to identify through reporting how many people were using the app, what the next steps were, and opportunities for improvement.

It definitely impacted during the early days of COVID-19, helping people navigate what they needed to do as part of the response. If public health orders were coming out, our app was one of those that responded to that.

How did FreshWorks Studio perform from a project management standpoint?

FreshWorks Studio project management skills were excellent. We were moving quickly, the timelines were very short, and the scope was evolving, but the consensus we all agreed to was this wasn’t about building perfection out of the gate. It was how do we deliver on the immediate business problem and then continue to improve on it.

We didn't do the typical project management. Having somebody on the vendor side could work with us and focus on delivery while also managing the project management aspect worked best for us.

We know this app will work, and it will serve its purpose. We need to learn from what we were hearing from people who were using the app and ensure that we can keep meeting our original timeline and improving.

What did you find most impressive about them?

They really came to the table as a partner, as members of this broader team, without their vendor hat. They were open and fully transparent. Given all the unknowns we were working with, it could’ve turned out completely differently. That’s a true testament to what we were collectively doing and the willingness that they brought to the table to try to help us get through this.

Are there any areas they could improve?

At this point, honestly, I don’t think so. It was such a positive experience. 

Do you have any advice for potential customers?

Be clear as you can about your problem that you’re trying to solve, what outcomes you’re looking for and your timelines. These are some of the key things that will help a team that you’re bringing in to know what parameters they need to work within and navigate.

If any of that is ambiguous, at best, you’re going to receive an ambiguous outcome. The tighter you can be on some of those key things with whatever caveats are required, the better position you put yourself in when engaging with a team like FreshWorks Studio.