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.
The platform was a success. A lot of donations were raised because of Fruition’s high-quality development work. They act as a true partnership, dedicated to the success of an engagement. Their customer service approach complemented their responsive workflow.