What evidence can you share that demonstrates the impact of the engagement?
R1: The biggest hindrance to their success was our ability to keep up with them. They were moving much faster than we were able to feed them information.
R2: Everything we’ve asked for, InApp has delivered. We started using the system about four months ago, and it’s allowed us to catch some pricing errors that we’ve been able to adjust in the marketplace. That’s going to be the biggest area of success, once everything is implemented through the new InApp process rather than the old one. It’s just going to continue to help us manage our costs as we continue to see spikes in raw material.
How did InApp perform from a project management standpoint?
R2: InApp has been excellent. Any time we have a question, no matter the time of day, they’re available. We do conference calls at a minimum weekly, sometimes multiple times weekly, depending on what needs to be addressed.
We’ve done phone conferences, video conferences, and InApp has even traveled to the US to meet with our team and help us through the training process. They’ve been very flexible on everything.
What did you find most impressive about them?
R1: They’re proactive. InApp is able to grasp what we’re trying to achieve.
R2: I agree 100%. I think there was a bit of a learning curve, but in their defense, anyone would’ve had to learn our industry. Once they figured it out, they were up and running, and always waiting on us more than we’ve ever waited on them.
Are there any areas they could improve?
R1: They had to wait on us for a lot of things, so it would’ve been great if they could’ve figured out how to keep us out of the loop on those things and streamlined the process themselves. I don’t know if that was even possible, but it would’ve saved time.
Do you have any advice for potential customers?
R2: Outline your business and make sure you have your goals stated upfront. Have a detailed roadmap prepared before they even get there. There’s always going to be some kinks along the road and things you want to change, but I can’t say enough about InApp when it comes to that. Whenever there’s been something we’ve needed to be tweaked, they’ve been right on it.