What evidence can you share that demonstrates the impact of the engagement?
Unfortunately, we don’t use their work anymore because our executive management decided to go in a different direction and hire a developer. We currently don’t even have an app that we use and we’ve also changed our ID system. I think we still have our online collection but we no longer use the core products we initially purchased.
It was no fault of Inficare Tech. They did a phenomenal job on the app. For example, one of the wonderful things was that it was customized specifically to our membership database – and our membership database platform actually changed midstream. We were onsite and changed to a cloud-based platform. They adapted to that. That’s how great they are. They did amazing work beyond the generic app that we first talked to them about.
How did Inficare Technologies perform from a project management standpoint?
I was blown away by the personal attention from the owner of the company. We spoke every other day during the development. At the time, I think we were their 2nd museum app client. I think they have many more clients now but we were lucky to interact with the owner. He has amazing client services skills. He’s a wonderful person to work with.
They were very responsive. They have an American storefront of engineers as well as some in India, so they can work around the clock. With developers on both sides of the globe working constantly, their development time is reduced.
What did you find most impressive about them?
Customer service. It's a dying thing in America. Inficare Tech has a customer service model that I grew up with which is increasingly rare. They truly put their client first, ahead of everything else. Their core strength is listening to their customer and coming up with a solution based on those needs. They strive to make the experience as good as they can. They don’t object when you ask for a change in the deliverable. They listen and give you creative ideas for what you want, or even multiple versions in order for you to choose. They follow up and stay on schedule. They have a personal touch: I feel like I know the owner even though I’ve never met him and he lives across the country from me. That’s rare.
They also have strong core competencies in mobile, web, database, and content delivery. They're good at index searching and deriving business intelligence from databases, then putting it on a frontend that makes sense, whether public or private. The team understands the platform, from user interface to secure databases. And they do it at a very reasonable cost. Their pricing is fair and competitive.
I can’t say enough good things about them. I’ve been working in IT for 18 years. I’ve worked with a lot of companies over those years and I’ve never come across a company like Inficare Tech. They’re head and shoulders above their peers in their industry. They’re probably, singly, my favorite company of all the companies I've done business with over 18 years. I don't say that lightly.
Are there any areas they could improve?
No, not right now. I think that, as they grow as a company – as their staff develops and grows, their client base grows, and the demands for customizations grow – they will run into the problems that growth brings. I would like to think that the personal touch that we got is just who they are. But I know that, as you get more clients and everyone demands personalized service, it becomes harder to provide that because there's only so much time in the day. That’s a challenge of business. It will be interesting to see how they adapt to their own growth. If they're anything like I've seen so far, they will take those challenges in stride and do very well.
Do you have any advice for potential customers?
I think of them as a master chef. You walk into the restaurant and you can order just about anything that you want. You only have to articulate what it is you want, and they can make it.
With that, it's really important to articulate very specifically what you want. When you have the kind of creative power that Inficare brings, it’s easy to get off track if the desired end product isn’t articulated properly. The customer needs to have a full grasp of what they're asking for and articulate it in a way that Inficare understands.
My other recommendation is to ask for things. Just because Inficare comes with a product built in a certain way doesn’t mean they can’t change it. They’re very adaptable. Get creative because they have the ability to deliver.