Fruition

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

We launched the site recently, and the internal enthusiasm for it has been great. Our CEO is able to navigate it much easier, and it looks fresh and clean. Our executive director has also praised the site for including our initiatives in Indiana. 

Additionally, we’ve seen an increase in traffic to some of the digital tools that we wanted to showcase in our work. There’s also been a significant increase in email and newsletter signups.  

How did Fruition perform from a project management standpoint?

They’re flexible with us. As a small foundation, our budget is tight. They’ve understood that and have helped us scale back when needed. Their responsiveness and willingness to work on our schedule has helped. Our timelines are fluid and their project managers have been accommodating.  

What did you find most impressive about them?

Overall, they’ve made it so much easier to update our site and understand some of the security updates they’re running. They were honest in telling us what we should and shouldn’t be paying for. Their customer service is great. Even if we don’t have a project to work on, I always meet up with them when they’re in town. I enjoy working with them.

Are there any areas they could improve?

They’re great about following our guidelines, but I’d love if they were a bit more proactive in suggesting ideas on their end. We have a limited budget, so I understand their hesitation there.

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

The digital space is obviously the epicenter of a business. Our organic traffic has increased year-over-year, as have month-over-month trends. We’ve seen increased user duration on the site and decreased bounce rate across all organic activity. Our referrals, direct traffic, and social media activity have all increased. These three areas are super important, as we’ve seen a good number of leads and conversions related to those activities. This includes parents or caregivers looking to obtain information related to autism therapy services. 

Fruition’s work on how visitors engage with our site has not only influenced client demand but also recruiting and talent acquisition. This is very encouraging, and I think a lot of it has to do with how we’re engaging different platforms, including LinkedIn, Indeed, Glassdoor, and Instagram. Our Facebook audience and activity referrals have gone up. We’ve also figured out which social media accounts aren’t appropriate for us. Fruition’s visibility into other parts of the healthcare industry has been very fruitful and rewarding. All in all, from a quantitative perspective, every single metric is pointing in the right direction. 

Fruition has increased engagement with prospective clients and their families by building FAQ pages, creating monthly blogs, and managing different channels for conversation, including live chat. The number of online form submissions has increased, as has the number of online chats. The number of click-to-calls, both organic and paid, have increased, while our cost-per-lead has started to come down. Everything across the board is great. We’re able to see how we’re spending and investing our money.

How did Fruition perform from a project management standpoint?

They’re very helpful to us, especially since I’m very busy managing other teams and partners. This includes a sales business development team, a lead generation outreach partner, and 6–7 vendors for an online store that sells our merchandise. Fruition’s team understands the scope of our work and major milestones. My direct interactions with them total 2.5–3 hours a week.

I know we’re not one of Fruition’s biggest clients, but we’re always treated like we are. They communicate proactively and have weekly check-ins and monthly in-person reviews. I requested end-of-week updates so that I can share those with my organization to build momentum, and they’ve delivered them. 

Fruition makes project management very upfront. They create shared drives and use a priority project tool that’s associated with our direct retainers for the new strategic contracts or scopes of work that we do with them. Everything is very fluid and dynamic. If we run into any issues, such as someone experiencing a problem on social media or portions of our site being down, Fruition responds quickly. Because of their transparency and openness, I can check their Gantt charts and project maps to see where they are in the project at any given time. Our account director is also very accommodating and available to connect. 

What did you find most impressive about them?

If you’re going to work with somebody and give them your money, you want them to treat your money like it’s theirs, and that’s what Fruition does for us. They stick to the strategic vision by seeing how they can help us achieve smart, scalable, and sustainable growth while treating our money like it’s theirs. Strategic alignment allows a relationship to turn into a partnership, and I was pleased to see this come to fruition. We began to understand the scope of some of the project we’d given them and the value of our investments.

Are there any areas they could improve?

Our industry is a little different than the traditional healthcare model. We also have regulatory and ethical government body restrictions and policies to consider. Fruition was able to adapt to these differences quickly, so I have no negative feedback. They’ve been accommodating of our unique leadership and executive teams, who always want to know costs related to lead generation and acquisition, understand the value of optimization, and see how we’re different from competitors.

Any advice for potential customers?

Leverage time in the discovery process, not only to understand how your business can interact with Fruition but also to determine how to build on the personal qualitative aspects of your business to align with Fruition. Having a good discovery process, setting expectations, and aligning with the vendor is very important so that you can realize the connection and have the vendor become a sustainable value-add champion for your business. 

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

Fruition’s Drupal expertise has enabled us to complete projects at a much faster rate than we did before. Their productivity has been very well received internally. Also, certain pages have experienced more web traffic.

How did Fruition perform from a project management standpoint?

Everything has gone smoothly. They’re very on top of it and respond quickly. Despite a three-hour time difference, we rarely have to wait long to hear back from them.

We communicate through Fruition’s service desk, and we also have a phone call every other week with Erica. The regular communication makes it seem like they’re right there.

What did you find most impressive about them?

Their Drupal expertise is phenomenal. We’d struggled with a lack of internal Drupal knowledge, so being able to pass the work off to people who know this platform inside and out is really refreshing.

Are there any areas they could improve?

No, nothing comes to mind. It’s always a collaboration.

Any advice for potential customers?

Organization is key. Working with a third-party versus an in-house team is a different mindset. When someone is in-house, you can be a lot more fluid; however, with an outsourced team, you have a set number of hours per month, so staying organized, articulating what you want, and providing wireframes is helpful to both parties. The more specific you can get, the more efficient your time will be working with them.

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

We saw a 1% increase in the conversion rate, which brought us closer to the industry average. Fruition also resolved our information overload issue.

How did Fruition perform from a project management standpoint?

It was evident that Fruition had experience managing complex, high-level projects. Erica was one of the best project managers my team has worked with. She held weekly follow-up meetings, had a keen attention to detail, and was capable of solving unforeseen challenges. She was easily accessible via email or phone. Having a detailed quote that was representative of the work helped ensure that we adhered to the timeline and budget.

What did you find most impressive about them?

Their graphic designers were top-notch. They did such an excellent job with our website that we had them redesign our logo.

Are there any areas they could improve?

The only issue we ran into was Fruition’s lack of experience with our ERP system, Sage. However, they can’t know every system. They did great from project management and technical standpoints.