Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
We really care about our customer’s experience. We are passionate about delivering exceptional customer service to our users. We contact all service providers who sign up to the app and provide them with some quick tutorials on how best to use the app. In the process, we also take their feedback. We contact the services and find out how well they like, so we have lots of feedback. As a result, we’ve been able to roll out two more updates. We are expecting to roll out another update based on user feedback.
Users are extremely happy. We’ve built a community around the app in Ghana and Nigeria, and people actively use the app daily. We’ve also created groups on social media platforms for our users, where we can interact on a daily basis. We find out the challenges they have so we can provide support in real-time. They are really excited, and they propose features we could add to make the experience better for them.
We monitor the install rates, the daily number of active users, the engagement of the users, the crashes, on a daily basis. When you create a good app, it’s not going to market itself. It depends on the after-launch marketing strategy. We’ve relaunched the app on April 17 and held a launch event for a selected group of service providers at a four-star hotel. We’ve been doing social media marketing, and we recently signed a contract to market on radio. You can have a good app, but if you don’t market it well, it will not get the desired number of installations. Currently we have about 400-500 installations. We have about 270 active, daily users. The average user engagement lasts about 5 minutes. We’ve had about 30 reported crashes in the past week, due to updates that we’re working on.
How did Inceptive Technologies perform from a project management standpoint?
They did pretty well. They kept to the timelines and used the resources the way we wanted. Sometimes they worked extra hours, weekends, and even holidays to make sure that we met our timelines.
We used Fabric, a suite of programs for analytics. When they developed a new feature, it was uploaded to Beta, an app developed by Fabric, so we can test the app with our team in Ghana and get feedback. We give the app to a few people to test and provide us with feedback. We also used Skype a lot for communication, as well as email.
What did you find most impressive about Inceptive Technologies?
The team is easy-going, and it’s fun to talk to them. They also listen, and they’re very level-headed guys.
Are there any areas Inceptive Technologies could improve?
I have suggested that they hire a UI/UX tester to add to their team. Sometimes I had to draw exactly what I wanted before they were able to implement it in the app. They delivered on the functional and technical aspects, but I think they could improve with the UI and interface design.