This review was updated on September 4, 2018 by the client. The original star ratings were: Overall - 5, Quality - 5, Schedule - 5, Cost - 5, NPS - 5. New Content is below.
Introduce your business and what you do there.
I am the director of marketing and communication at Delaware Electric Cooperative. We are a not-for-profit utility that serves about 100,000 homes and businesses in Southern Delaware.
What challenge were you trying to address with Inclind?
We hired Inclind to provide web design and development services for our company.
What was the scope of their involvement?
Inclind set aside time for training to walk me through the steps of launching a new website. As they instructed me on web development, they indicated vital aspects to include and obstacles to anticipate. We collaboratively designed three versions. The user-facing side of our Drupal platform is simple to use, and I can easily manipulate aspects from the admin panel. Using data from Google Analytics, Inclind analyzed which parts of our site received the most traffic. They identified the best features to display prominently on the homepage and which ones to deemphasize.
A few years ago, many people were curious about the amount of energy our new solar farm was producing and how much was going back into the system. When Inclind designed the latest version of our site, they added a component to displays these metrics in real time. They integrated this feature into a dashboard on the homepage. From mobile and desktop sites alike, consumers can access this data anywhere and instantly share it on social media. Our members and employees have found it very interesting, as well.
What is the team composition?
For several years, Nancy (Former Project Coordinator, Inclind) was our main point of contact. We’ve also interacted with Shaun (Founder and Director, Inclind) and several other individuals like designers. All of them have been wonderful to work with.
How did you come to work with Inclind?
We were already working together when I started here. The larger design companies from Baltimore and Washington we’d used before were prohibitively expensive. Inclind came recommended as a service-focused local option that provides deliverables at a more reasonable cost.
When we went through a bidding process for the initial website redesign, Inclind sent in the most affordable proposal. Along with cost, their designs, services, style, and response time factored into our decision. This was one of the first projects I was assigned in the marketing department, and we’ve been working in partnership ever since.
How much have you invested in them?
We have invested around $150,000.
What is the status of this engagement?
We’ve been working together since 2011.
What evidence can you share that demonstrates the impact of the engagement?
When we launched Inclind’s newest version of our website two years ago, many of our members called, wrote, and Facebook messaged us about how much they loved the design. Based on their comments, it’s easy to use, navigate. The information is organized in a readily consumable format.
Based on our customers’ responses, the new changes had a marked impact and pleased our users. A national marketing outlet for electric co-ops accidentally printed a photo of our site in a magazine as part of their web builder program. Even though this was an honest mistake, our website received national attention for its design and ease of use on the consumer end.
How did Inclind perform from a project management standpoint?
Inclind is incredible in project management. The way they solve problems and progress through each phase of the redesign makes sense. We always know when bills are due and when the site will launch. They're very easy to work with, especially compared to other companies.
As a utility company with 100,000 consumers, Inclind’s constant reliability has been crucial. The support dimension of their service covers changes and fixes we need. One time, I sent them a tweet about an issue I encountered during the weekend. They called me back within five minutes and solved the problem in under half an hour.
What did you find most impressive about them?
Inclind has the unique ability to create products that appear to cost $300,000 for a fifth of the price. Rather than a major city, they’re based in a small town within our service territory and footprint. Purchasing their highly professional service at a reasonable rate empowers us to serve our members better. We’d probably have to spend a fortune to provide the same level of quality if we worked with another vendor.
Are there any areas they could improve?
Inclind is responsive and helpful. I don’t have anything negative to say about them. Their clear explanations don’t require an IT background to understand. They are there for us anytime we need them.
They respond very fast, but it would be nice if they had a 24-hour number to call after working hours. While I’m comfortable using platforms like Twitter, other clients might prefer to discuss site issues over the phone.
Do you have any advice for potential customers?
Don’t be afraid to ask questions. Inclind is incredibly transparent and will help you every step of the way. They’re welcoming, encouraging, and made me feel more comfortable about the entire process from design to launch.
They don’t expect you to know everything about web development. I lacked knowledge in this space, and they never made me feel unintelligent or inept. They even laid out which aspects of maintenance and management were my responsibility.