What evidence can you share that demonstrates the impact of the engagement?
The system HeadChannel have created for us has enabled us to keep control of our rapidly expanding business. At the time we started the project, we were turning over around £10 million-pound, now we are over £20 million and the system has without a doubt, enabled us to manage this growth.
How did HeadChannel perform from a project management standpoint?
In the early days, I struggled to work with our assigned contact, which resulted in inefficiencies and gross underestimation in terms of the cost and timescale of the project. However, this was more or less solely attributable to one member of staff who no longer works for HeadChannel. Once we had someone else on the project, all has gone very well indeed.
For further explanation, the person originally assigned to us met with me to ascertain the scope of the project. Once he had heard so much, he insisted on starting the development before understanding the full scope of the project. I suggested that he needed to understand all of our needs, to avoid the possibility of developing a system to suit one aspect, which might then not be appropriate for another. He insisted his ‘staged fact-finding and development’ approach was best and I allowed him to take control. Unfortunately, I was right and as previously stated, time was wasted and costs escalated. However, a meeting with HeadChannel regarding the situation was constructive and a mutually satisfactory way forward was easily reached.
The project manager ensured we have what we need, in terms of updates on both the project and the budget, she took on board my request to keep the dialogue and written correspondence concise and is always very quick to respond to requests and questions. She has also looked into other business solutions for us such as key fob access, barcoded warehouse management systems and introduced us to a very useful online tool (Jira Service Desk) to manage the many tasks we ask of them.
What did you find most impressive about them?
There is no comparison to the provider we had before. HeadChannel’s experience and knowledge is unmatched to any IT company I have previously dealt with. I am very happy with the service they provide.
I had previously worked for a large PLC who had their own/in-house IT department. I can honestly say that working with HeadChannel has been better. I have found them l to be very reactive but also proactive, they are accommodating, intelligent and polite.
Are there any areas they could improve?
I would advise then to tell clients from the outset that the team are not UK based, whilst assuring this would not in any way be detrimental to the project.
I was a little annoyed initially by the fact that they did not made it clear that their programmers and business analysts were working out of Poland. When we took them on, we met them in the UK, and we assumed that they were located in London and they didn’t tell us otherwise. I let them know I thought it would have been proper and more appropriate to highlight the team’s geographically location. My fear was that they would not be able to respond as quickly as a UK based team and would not be on hand if I needed a face-to-face meeting. However, I need not have been concerned; they have flown to us whenever needed, sometimes at the drop of a hat.
Do you have any advice for potential customers?
Clients know their business the best and they need to provide as much information as humanly possible before any work commences.
I would not hesitate to recommend HeadChannel to any other business.