What evidence can you share that demonstrates the impact of the engagement?
From a hosting and maintenance standpoint, the site rarely goes down. Its uptime is around 99.9%, which is our main KPI besides user satisfaction.
The BethePro.com community has grown to over 11,000 members. Our members have a thread to report issues or bugs, which is standard in most communities. I haven’t often had to use it. We rarely have issues and when we do, they respond immediately. If they’re going to make a change or implement an upgrade, they give us 2–3 weeks advance notice so that we’re able to let our members know. They’re very good about making sure that we’re well aware of any issues that come up and how they’re going to fix them, the scope and the timeframe.
How did Helio Interactive perform from a project management standpoint?
We usually communicate via email or phone. Heather has been really easy to work with over the years that I've developed a relationship with her. We can talk very frankly about processes, additions, and issues that the site might have. They always come back to me with a well-done scope of work, change orders, or anything else along those lines. They’re open about what happens and give us an honest price. Everything's done on time within budget.
What did you find most impressive about them?
Customer service. Everyone I’ve worked with puts the client first. They’re one of the most responsive vendors that I deal with.
We've put our confidence in them because they've never failed to deliver. Whenever we request something or if there's a problem, they respond quickly, usually within minutes. There’s hardly ever an issue that they can’t find a solution for, even though we ask for some outrageous things. They’ve always been spot-on with everything that we've ever asked. They’re one of our best vendors when it comes to reliability. There are very few vendors that I feel as strongly about.
Are there any areas they could improve?
I can't think of any. We’ve had to decline some ideas for upgrades that they brought to us because they didn’t fit into our budget. But, other than that, Helio isn’t one of our vendors that I would suggest improvements to.
Do you have any advice for potential customers?
Helio is excellent at translating concepts into operational projects. If I come to them with an idea, they’ll come back to me with 3–4 options. They’re intuitive about the work. It’s a very symbiotic relationship.