This review was updated by the client on January 21, 2020. The original star ratings were: Overall - 4.5, Quality - 5, Schedule - 5, Cost - 5, NPS - 4. New content is below:
Introduce your business and what you do there.
I work within Nutricia Specialized Nutrition, which is the medical division of Danone, specifically in Denmark. I hold the position of category manager and am responsible for the specialized area of metabolic diseases and epilepsy.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with HighSolutions?
We were looking to build a platform that would allow healthcare professionals to help patients succeed with ketogenic diets. We looked at different solutions from around the world, none of which apparently matched the expectations and functionalities that healthcare professionals needed. We needed a partner that could help us meet the requirements of our customers and basically build this platform from scratch.
What was the scope of their involvement?
HighSolutions has developed a service that we provide to specialized epilepsy centres in Denmark. Patients initiating a ketogenic diet register on the platform and link directly to dieticians and healthcare professionals who also have profiles. Those professionals work out all the details and features of the diet, making it more interactive and engaging for the patient.
This is a rather demanding and difficult diet, so we need to ensure that the patient’s parents and other family members have the tools they need to succeed. The tool essentially connects healthcare professionals and patients and gives patients information about the diet while they're home.
We’re constantly improving the platform and implementing new features, and we’re still in close dialogue with HighSolutions about new additions. The latest one pertains to the new General Data Protection Regulation (GDPR) in Europe, which has impacted our platform, KetoPlanner, and our company, which hosts the site. HighSolutions has been very helpful in providing everything I need to update the site and make it 100% compliant. In this sense, I consider them a very reliable business partner.
What is the team dynamic?
The team hasn’t changed at all. Our main contact is still their CTO, but we’ve also been in contact with a dedicated project manager since last year.
How did you come to work with HighSolutions?
Our collaboration with them started before my time, but I know that they were recommended by our business systems analyst from our corporate common business services within Danone Group.
How much have you invested with them?
The total cost of their work has been €50,000–€55,000 ($58,000–$64,000).
What is the status of this engagement?
We started working with HighSolutions in April 2016. Since the start of the platform, HighSolutions has provided technical support on a daily basis. They always react very quickly and solve all of our problems.
RESULTS & FEEDBACK
How did your relationship with the vendor evolve?
I can say it’s on the same high level as when I started working with them. They are a reliable, trustworthy, and involved IT partner. They were always eager to help in 2017, and they are still eager to help and recommend solutions in 2020.
How did HighSolutions address the challenges that arose?
First of all, they deal with challenges very quickly. Sometimes we get solutions in a matter of hours or even faster. Their communication is clear, and I always know the status of the task.
Second, they often warn us about potential risks or describe potential problems while suggesting an idea for new functionality that we’d need. However, when we agree to do something, they always deliver it on time.
To sum up, I am very confident that they can solve any problem that emerges in the future.
Describe the impact this engagement has had on your business.
From a customer relations and stakeholder management perspective, the value is tremendous. HCPs sometimes provide statements from their patients that emphasized they would never have managed the diet treatment without KetoPlanner.
How was project management handled?
They stay within the deadlines in all situations. If something evolves and makes additional development more complicated than anticipated, they give me advance notification. They manage expectations and deadlines very well, so there have been no unfortunate surprises.
With encouragement from HighSolutions, we use Asana as a project management platform. We also use email, and we have phone meetings. We communicate in English, which is neither of our native languages. If we need to clarify something, it’s often better to do so over Skype or the phone. We mostly communicate through Asana tasks and conversations.
Is there anything that the vendor did well or that you would consider a strength?
In the Nordic environment, HighSolutions' biggest strength is their cost. Doing a project with a similar number of hours would cost more than twice as much using a local specialist.
As a partner, they are eager and professional in engaging with our perspective. They tried to understand our scope and visualize what was important to us and what we needed to deliver. Once they adopted that mindset, they presented opinions on how to improve and develop. They're integrated with the project.
In what specific areas can they improve?
All cooperation works very smoothly.