Inverse Paradox

BACKGROUND

Introduce your business and what you do there.

I’m the director of marketing at a project management company that specializes in commercial facility maintenance, remodeling, and construction projects. We work with the top third of the top 100 retailers in the country.  

For instance, when a company wants to change the color of their interior walls in brick and mortar locations, we execute that change across hundreds of locations in a few weeks.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We were acquired by another company in April 2019. They chose to move forward with our brand, but we needed to merge some of our new service offerings on our website.

SOLUTION

What was the scope of their involvement?

I knew which services would have to be added to our site to communicate our new offerings properly. So, I was able to provide them with a rough plan on what changes needed to be made.

The bulk of the work involved merging and overhauling the site to reflect our new value add to customers. The site redesign went into effect in January 2020. The website is built in WordPress. That was important to us for SEO purposes, as we update the site often with new content.

What is the team composition?

I worked with a project manager. Our first contact left the role midway through the engagement, so we were reassigned to another project manager that I’d collaborated with on a previous project.

How did you come to work with Inverse Paradox?

Our company chose to work with them before I joined the team. When I came on board, I wanted to implement a formal SEO strategy. After working with them on that, I was happy with their responsiveness. So, we decided to continue our partnership with them. 

How much have you invested with them?

We spent a bit over $3,000.

What is the status of this engagement?

The project lasted from October 2019–January 2020. 

RESULTS & FEEDBACK

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

We launched right before the holidays, leaving people on my team time to dig into the project. Even though they were supposed to be closed over the holidays, we were able to contact them to make changes to the site. We were happy that they were still committed to work with us despite the holiday break. They captured the company’s vision for the site while also providing us with great customer service. 

How did Inverse Paradox perform from a project management standpoint?

They were able to keep things moving while keeping me well informed about their progress. Of course, the challenge was in the turnover of project managers. They couldn’t have planned for that, but a few elements of the project did get lost in that shuffle. 

What did you find most impressive about them?

Their responsiveness impressed me the most. It’s clear that they value our time, always getting back to me in a timely manner. That shows a lot of respect on their part.

Are there any areas they could improve?

The handoff between project managers could’ve been a bit smoother through note-taking. We had a lot of email communication that involved reiterating requests, and they probably could’ve done a bit of digging into what I requested previously.  

Do you have any advice for potential customers?

Make sure connecting with and have a good rapport with your project manager. Additionally, it’s a good idea to get conversations in writing, so you don’t get misunderstood in translation.