Insivia

Please describe your company and your position there.

I'm the Director of Marketing Operations for a SaaS company. We provide mobile queue management and appointment scheduling solutions to a wide variety of industries, including higher education, government, retail, healthcare, and more.

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

Our website was outdated and needed some serious TLC to improve the look and feel as well as the overall user experience. We didn't have the in-house resources needed to tackle a redesign project, so we hired the Insivia team. Our goals for this project were to create a brand image that better reflected our level of expertise while improving our traffic-to-lead conversion rates.

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

We evaluated 3 different companies and Insivia was the clear winner. We chose to work with Insivia because we had a shared vision for what our new website should look like and their approach to strategy and design was aligned with ours. On top of that, they had an impressive portfolio of work, so we were confident they had the skillsets needed to execute.

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

We had a kick-off meeting to discuss our goals for the website redesign. From there, we had a few strategy sessions so that the Insivia team could gain a deep understanding of who we were, what we did, and what industries we served. We then moved into the design phase of the project where we determined website navigation, template design, and began crafting custom graphics.

Once we had approved designs, we moved into the development phase of the project. Lastly, once the site was built, we spent a few days doing QA to ensure everything was buttoned up before 'going live'.

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

A project manager was our main point of contact throughout the process, but we also worked directly with the CEO and the Director of Implementation at various points during the project. There were a number of designers and developers that were also working on the project, but I did not have direct communication with them.

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

We only recently launched, but since launch we've seen: - a 3% increase in weekly traffic to the website - an 81% increase in MQL-to-SQL conversion rates - a 50% increase in qualified demo requests

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

We had a weekly cadence to review deliverables and to discuss feedback, next steps, and timelines. They also used Teamwork (a project management tool) to outline all phases and key milestones within the project. Lastly, they created a private slack channel so that we could communicate ad-hoc, as needed, throughout the project if we had questions or needed small updates.

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

On top of their expertise and stellar skillsets, they were genuinely invested in the success of the project and our company. They didn't try to rush us through the process or do the bare minimum to collect a check. In fact, they often worked late or on weekends just to make sure our project was on track from both a quality and timeline perspective.

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

Nope!

Introduce your business and what you do there.

I’m the CEO and co-founder of Deal Machine, a B2B SaaS company.

What challenge were you trying to address with Insivia?

We had a high churn rate, so we partnered with Insivia to get our churn rate of 15% down to 7% monthly.

What was the scope of their involvement?

They consult with us on how to achieve this lower churn rate. They’ve done their own analysis of our app as well as our competitors’ apps. They proactively created accounts for both apps and told us the biggest opportunities. We meet four times monthly and they use their methodology to evaluate the biggest opportunities for churn. We use that every week to chip away at the churn. 

One big project involved creating a welcome dashboard. The second biggest impact project has been taking a look at passive churn from credit cards that have failed and then we lose the customer, and figuring out how to address that more effectively. They’ve also helped with a 3-minute explainer video.

What is the team composition?

We’ve been working with two people consistently from Insivia. 

How did you come to work with Insivia?

We reached out to 4–5 people who consider themselves churn experts. We found Insivia through a video that popped up during our search on Google and Youtube, so we set up a call. We chose them because it seemed like they were willing to go very deep into analyzing and discovering and looking at our competitors way before anyone else was, even before we had a formal relationship, so that won us over.

How much have you invested with them?

We spend around $8,000 per month. 

What is the status of this engagement?

We’ve been working together since February 2020 and our engagement is ongoing. 

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

Our churn has moved from 15% down to 10%, which is the lowest it has ever been. For us, that’s a savings of about $35,000 per month. 

How did Insivia perform from a project management standpoint?

We have two main meetings a month, and then in the weeks in between, we have shorter check-ins. They put together amazing PowerPoint presentations for those main meetings and report on the methodology they use, what the biggest opportunity is, and what they recommend for a project.

From there, we decide on the action items we’ll take between the meetings. They ask questions that we rank at the end of each meeting to see if the addressed everything, if there is complete transparency, and generally give us all the opportunity to speak up so nothing is missed. 

What did you find most impressive about them?

The explainer video they suggested was out of our original scope agreement, but they were happy to take the reins and do it when I asked. They’re just really talented and they have vast experience in many different domains. We might even work with them in different capacities since that’d be helpful as a software company. 

Are there any areas they could improve?

No, not really — they’re pretty fantastic. 

Do you have any advice for potential customers?

Definitely work with Insivia. As a business owner, I have a tough time letting go. When they give me feedback, I usually want to give all these reasons, but I’ve found letting them what we hired them to do gives us the results. Be open to making sure the product is designed the absolute right way without regard to development time or cost because when we’ve made those choices based on their recommendations, it has paid off. 

Introduce your business and what you do there.

I’m the general manager of Laketec Communications. We’re an IT company that provides support for a range of services including wired and wireless infrastructures, and voice and cloud services.

What challenge were you trying to address with Insivia?

We started off as a voice services company and were struggling to showcase our full capabilities. We wanted a marketing initiative that would match our industry reputation.

What was the scope of their involvement?

Insivia built a WordPress website with a web chat feature to display our portfolio and communicate our message. To create a holistic brand, the team designed print materials including folders, overviews, and business cards.

They currently help with our social media. We’re in the early stages, but our primary focus is on LinkedIn, Facebook, and Twitter. They also provide SEO. Our team writes and develops content, while they use Google Analytics to evaluate the work. Insivia now functions as our marketing arm.

What is the team composition?

The several-person team includes a project manager and a set of designers.

How did you come to work with Insivia?

We interviewed three or four marketing companies and sensed synergy with Insivia. Our team felt confident in Insivia’s flexible approach and ability to deliver high-quality results.

How much have you invested with them?

We’ve spent around $50,000.

What is the status of this engagement?
We began working with them in November 2016 and the partnership is ongoing.

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

The website is responsive and outperforms our previous one. Leads and engagement levels have increased as a result of the web chat function. The print materials’ success has inspired our company to expand our internal project management bandwidth.

How did Insivia perform from a project management standpoint?

The project manager, who was a great point of contact, held weekly meetings during the development phase. Currently, the team meets our needs in a timely manner; if there are any issues, it is on our end. Communication takes place through email and in person. Since they’re a local company, we can go straight to their office.

What did you find most impressive about them?

Although our company is used to working independently, Insivia is a great at taking over certain tasks. We relay what we need and their team comes back with a result that fits every specification.

Are there any areas they could improve?

Our positive experience makes us want to expand the partnership. The team likely has more capabilities and services that we’re not fully leveraging; we want to explore these services and keep them involved.

Any advice for potential customers?

Don’t try to stifle their creativity. They are experts in their field; customers should trust their process and the results will be positive.