Inchoo

BACKGROUND

Introduce your business and what you do there.

I’m the director of e-commerce at EJ Welch Company. We sell machinery and installation tools for the construction industry. We have an e-commerce website that sells tools specifically for flooring.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inchoo?

Our e-commerce website was 15 years old and becoming increasingly outdated. We wanted to overhaul the site with minimal downtime to our sales. We hoped to migrate the website from Magento 1 to Magento 2 and maintain several complex functionalities. We engaged Inchoo to lead this overhaul project.

SOLUTION

What was the scope of their involvement?

Inchoo set up the new website according to our design specifications. Our in-house marketing team provided rough mockups using Photoshop that Inchoo then brought to life. They also helped migrate customer data, order information, custom extensions, and shipping logic to the new site. Their team included complicated features such as price by square footage for specific products. 

The team maintained the integrity of our core code and documented their work thoroughly. Any bugs that came up were fixed; areas of potential conflict between new and old features were addressed in advance.

What is the team composition?

Tony (Project Manager, Inchoo) served as our project manager. Vesna (Head of Sales, Inchoo) also helped lead the team, which comprised several coders and developers.

How did you come to work with Inchoo?

We’ve worked with their team on our Magento 1 store in the past. When we were in the market for a Magento 2 developer, Inchoo had several articles on working with Magento 2 as well as blogs on multiple e-commerce topics. Their broad online presence solidified them to us as respected developers for e-commerce platforms.

How much have you invested with them?

We spent $3,000–$5,000 per month. 

What is the status of this engagement?

The project lasted from March 2018 until January 2019. We still have them on a monthly retainer contract.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We expected our sales to fall or stay flat after the site’s launch. Instead, we saw an immediate 15%–20% increase in sales from the new site. Inchoo improved the design and usability while maintaining the old URL structure, search scheme, and Google Shopping feed. They executed a smooth migration with no issues.

How did Inchoo perform from a project management standpoint?

The team had excellent communication. We received almost nightly updates on progress. However, we also had a weekly standing call and could reach out to them via Skype as needed. Their ticket support portal was straightforward to work with as well.

What did you find most impressive about them?

Inchoo’s quality of work stood out the most. They deliver well-documented, clean, and precise code. They tested everything in a test environment before releasing it live. We also valued their consistent professionalism and thorough communication.

Are there any areas they could improve?

No, I’ve worked in this industry for 15 years and Inchoo is as good a vendor as they come.

Any advice for potential customers?

Inchoo doesn’t offer the lowest rates on the market, but they provide an excellent value and will get your project right the first time. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO at JWG. We’re a leading global online shop for Jewish items made in Israel.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inchoo?

Three years ago, we transitioned our shop to a Magento platform. Within the following two years, we worked with three different companies, and we had a negative experience with each. We needed to find a new vendor to handle our site development, maintenance, and support needs.

SOLUTION

What was the scope of their involvement?

Our site had several serious performance problems in terms of speed and reliability. Their first project was stabilizing our platform, which they completed quickly. Since then, they’ve provided a variety of other services. They made some changes to the site’s interface, design elements, and user flow. They also added new features to better support our SEO efforts. The team created filters to allow users to search using various categories, and they integrated new payment methods. When we acquired a competitor, Inchoo helped us migrate the legacy company’s existing customers to our platform. They continue to support our development efforts.

How did you come to work with Inchoo?

They were recommended by a colleague who’d heard good things about their services. I did some research on my own, and I read a few very impressive reviews. Based on their reputation, we chose to work with them.

What was the team composition?

Antonija (Project Manager, Inchoo) is our project manager, and she leads a team of Magento programmers.

How much have you invested with them?

We’ve spent about $150,000 in total.

What is the status of this engagement?

We started working together in December 2017, and it’s an ongoing relationship.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since we started working with Inchoo, our business has improved. They solved all of our issues quickly and developed new features that met all of our needs—everything that they deliver works flawlessly. The team is dedicated, professional, and easy to work with. They accommodate our requests and care about the success of our business.

In terms of metrics, Inchoo’s work to stabilize our site increased our conversion rate by 20% and our sales by 40%. Our average page load time decreased by 30%. Overall, we operate much more efficiently with their help.

How did Inchoo perform from a project management standpoint?

We’ve been in business for 17 years, and Inchoo’s communication skills stand out among all of the other vendor’s we’ve worked with in the past. Their team is full of great ideas, and they’re always available to help. They’re accessible and responsive, even during after hours or on the weekends.

What did you find most impressive about them?

They’re both professional and personable. The team cares about the quality of their work, and they’re committed to their client’s success.

Are there any areas they could improve?

No, I can’t think of anything.

BACKGROUND

Introduce your business and what you do there.

I am the Operations Director at Zee & Co Limited/Zee & Co Online Limited. We sell designer clothing, including men’s, women’s, and children’s fashion.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inchoo?

We initially contracted Inchoo six years ago to develop our mobile site. However, we realized that we needed to completely relaunch our website as our previous site was becoming unstable due to increased visitor numbers, which limited our growth. Inchoo came on board to re-platform our site and has continued to build out new pages.

SOLUTION

What was the scope of their involvement?

Inchoo created a fully responsive site from scratch, handling the design, coding, launch, and support. They developed the platform on a Magento enterprise so that it could scale with our future needs. Since then, they’ve continued to maintain our site, monitor our analytics, and constantly revisit areas for improvement.

Our site is fine-tuned to make our website customer-centric, so we strive to make it as user-friendly as possible. We’ll often release new pages every three months or so, and Inchoo’s team will work on additional features to refine the user experience. They incorporate most of our requests, even when they’re technically challenging, and find workarounds that keep the code clean while still delivering functionality. If any issues persist, Inchoo is extremely quick to rectify them. Inchoo has been both professional and supportive throughout the partnership.

What is the team composition?

We tend to work closely with three points of contact, including my lead developer, but we also have access to the analytical and design teams.

How did you come to work with Inchoo?

Another company that we work with referred us to Inchoo for our mobile site. They’d done such a great job on the initial project that we engaged them again to handle our site relaunch.

What is the status of this engagement?

Their work started in 2012 and is ongoing. We plan to work with them to update the site to Magento 2 within the near future.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since the initial re-platform, we’ve seen an increase in sales, visitors, and average order value (AOV) year over year. The site’s stability has been key for our growth because it allows us to accommodate higher visitor volumes during peak consumer times.

How did Inchoo perform from a project management standpoint?

They organize their company by teams, which lets the teams tackle projects efficiently. After submitting a brief outline for a new page or function, it will be discussed thoroughly before it goes to the design and coding teams. The analytics team will then look over the new functionality before launching, which prevents potential problems. We use Hotjar to check the navigation and GA to monitor performance.

What did you find most impressive about them?

Because we mutually respect and trust each other, we’re able to have open communication about all areas. I know that if I have a concern, Inchoo will liaise until a resolution has been obtained.

The site’s stability is also crucial to our success because it gives us the potential to grow. They’ve supported us on this front, which has helped us to achieve our goals.

Are there any areas they could improve?

I was originally concerned that they may have lacked the facility to handle full 24-hour support, but, in reality, this has not been an issue as Inchoo is highly responsive.

Do you have any advice for potential customers?

Making a website that is constantly evolving requires a partnership between you and the vendor. You can’t just build a website and leave it to stagnate. Technology is forever changing, and a website has to grow with these new challenges.

Furthermore, be honest and realistic with the developers, and listen to their advice. A good developer won’t tell you that they can’t update something without a genuine reason. More often than not, they’ll find innovative ways to implement a feature without risking a site’s stability.

BACKGROUND

Please describe your company and your position there.

We print custom sticky labels. I am a sales and digital marketing representative and work closely with the development team.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Inchoo, and what were your goals?

Our website was running on Magento 1 which needed to be updated. Without an in-house development team, we reached out to Inchoo to help. They assisted us to create a new site on Magento 2 that is just to our taste!

SOLUTION

How did you select this vendor and what were the deciding factors?

Inchoo were recommended to us and they are well known in the Magento community.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Inchoo worked closely with our team to create a brilliant Magento website. Our offering is almost completely customisable so Inchoo had many discussions with us about how to make the order process as simple as possible for customers.

How many people from the vendor's team worked with you, and what were their positions?

We worked with an account manager and various developers and designers. There was roughly 5 team members on board from Inchoo.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Inchoo worked efficiently and thoroughly throughout. Customers now have a simpler, well-functioning website to place their orders.

Describe their project management style, including communication tools and timeliness.

Inchoo were fast to respond and always wanted to find the best solution to our queries.

What did you find most impressive or unique about this company?

We were impressed by their ability to integrate into our team and their desire to see our company progress.

Are there any areas for improvement or something they could have done differently?

Not applicable