Inverse Paradox

BACKGROUND

Introduce your business and what you do there.

I manage the digital strategy for a home remodeling company. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We wanted to update our website properties, specifically the backend. We had worked with another vendor who wasn’t able to get the website to a point where it was easy for us to update or make changes because the coding was overly complicated.

SOLUTION

What was the scope of their involvement?

The team at Inverse Paradox recoded the backend of our site to make it easier to do smaller updates in the future. They also integrated our CRM platform and Google Tag Manager. 

What is the team composition?

I’ve worked with three people at the company, but there’s probably more behind the scenes. My main point of contact is Neil (Owner, Inverse Paradox). I also worked with a project manager and on occasion, I’ve interfaced with the developers.

How did you come to work with Inverse Paradox?

I’m not sure how we found them originally, but I think it was through a referral from an Internet vendor. 

How much have you invested with them?

We’ve spent between $40,000-$75,000. 

What is the status of this engagement?

We first started working with Inverse Paradox around 2012 and we’re working on a project as we speak. 

RESULTS & FEEDBACK

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

One of the biggest ways they’ve impacted our business is by saving us time and money. We’re able to manipulate the website in ways that we couldn’t before. Even when we want to make larger creative changes, it is far less complicated and expensive than it used to be. In terms of human cost and business capital, it’s been a big win. 

How did Inverse Paradox perform from a project management standpoint?

We typically communicate via email or phone calls. Occasionally, we’ll have in-person meetings at the beginning or end of a large project. They’re able to respond and provide assistance on short notice. They’ve been excellent to work with when navigating more difficult situations. 

What did you find most impressive about them?

Not only has the work been great, but they've gone above and beyond to make us happy as a client.  They’re great communicators and always available in times of need. 

Are there any areas they could improve?

Sometimes things can get lost in translation between the developer and project manager. It hasn’t been a problem, but sometimes we have to go back and forth to clarify things. 

Do you have any advice for potential customers?

It’s beneficial to use them as a sounding board and potentially have them consult on solutions, rather than have them work as executors exclusively.

BACKGROUND

Introduce your business and what you do there.

I am the director of marketing for a large contract food service company that provides on-site preparation or delivery to facilities like schools, healthcare providers, and residential communities.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We saw an opportunity to add an additional business model to our existing contract food service. Our company goes back to nearly the 1800s, and we have a lot of institutional knowledge about the specific dietary preferences and requirements of a variety of communities, so we decided to create a meal programming platform for group home settings.

SOLUTION

What was the scope of their involvement?

Inverse Paradox built a custom WordPress website for us to interact with our customers around their specific food service needs. We had a lot of information on our previous website — including recipes, portion sizes, and modifications — but we really didn’t like the way the output was structured. Their team provided end-to-end development work to help present that information to our clients in a personalized and modifiable way.

Our platform provides a set of cycling seasonal menus for residential staff who are not necessarily familiar with professional food service technology. It allows them to understand the ingredients they are using, change the recipe size for their number of residents, and access nutritional analysis for individuals with specific dietary restrictions.

After that, Inverse Paradox built a section that provides more of a resource with helpful tips and menus on-demand for our customers — whether that’s for themed meals or holidays — that includes shopping recommendations and dietary modifications for people with specific needs.

What is the team composition?

All of our work with them flowed through their project manager, but there were maybe 1–2 other members of their team working on our site overall.

How did you come to work with Inverse Paradox?

We spoke to three different web developers at the beginning of the project, and we all felt very strongly that Inverse Paradox understood exactly what we were trying to accomplish. They gave us the initial confidence to move forward with them based on their ability to complete our requirements.

How much have you invested with them?

We spent somewhere between $10,000–$50,000 on the project in total.

What is the status of this engagement?

We worked for about 10 months, from December 2018–September 2019.

RESULTS & FEEDBACK

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

As far as metrics, we didn’t have anything set up ahead of time, but we were highly satisfied with the quality of their work throughout the project. Working with them was extremely effective and efficient, and we ended up with exactly the website that we were looking for.

How did Inverse Paradox perform from a project management standpoint?

Their project manager was consistently available whenever I needed to talk about a situation or issue that I didn’t thoroughly understand. I have had much worse experiences with project managers in the past, and the ability to access their expertise and insight whenever we needed guidance on where to go was a huge benefit to the project.

What did you find most impressive about them?

A lot of people have the knowledge and expertise necessary to complete a strict scope of work, but their communication skills make the process of working with them much easier than a lot of other companies. There was no struggle between us throughout the course of the entire engagement.

Are there any areas they could improve?

We were extremely happy with the end solution so I don’t think there’s anything that I could say they need to improve upon.

Do you have any advice for potential customers?

I would recommend that anyone looking to complete a project like this work with them.

BACKGROUND

Introduce your business and what you do there.

I was previously a senior graphic designer at High Point Solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We were going through a structural rebrand, so we hired them to redesign our website. Since we were working with several vendors, it made the project difficult. Our national campaign had a very tight timeline. The campaign was going to be part of our new brand, so we wanted to include a few pages of a newly renovated website.

SOLUTION

What was the scope of their involvement?

Inverse Paradox worked with one of our other vendors on the site. Our old site had over 270 pages and they were able to get it down to around 30. We had to migrate from HubSpot to Oracle Eloqua. They also incorporated several new animations to the website. Since our site was launched, they have continued to provide maintenance. 

What is the team composition?

Our project manager was Clare (Former Digital Project Manager, Inverse Paradox), but we worked with Neil (Founder & CEO, Inverse Paradox) and Katie (Director of Development, Inverse Paradox) as well.

How did you come to work with Inverse Paradox?

My marketing manager at the time was looking for someone local and Inverse Paradox wasn't too far from us. We narrowed it down to two companies and after meeting with Neil, our executive was very impressed with his level of expertise so it was a no-brainer for us to go with them.

What is the status of this engagement?

We worked with them in 2017.

RESULTS & FEEDBACK

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

Our internal team was really happy with the site and its functionality is so much better. The site is much easier to navigate and very professional.

How did Inverse Paradox perform from a project management standpoint?

They were great to communicate with; Clare set up weekly calls and sometimes we looped in our brand agency. There were always people attending the meeting to make sure everyone was one the same page. We were constantly updating project calendars to make sure we were meeting those milestones. They were very responsive and fixed things instantly.

What did you find most impressive about them?

They really knew their stuff. We had an issue migrating from HubSpot to Oracle Eloqua and were running into many issues; our internal team was supposed to be handling it and they were telling us there was no solution. I called Inverse Paradox and they took care of it right away.

Are there any areas they could improve?

No, nothing comes to mind. Everyone has been really happy with their work.

Do you have any advice for potential customers?

Be clear about what you want upfront and they will get it for you.

BACKGROUND

Introduce your business and what you do there.

I'm the co-founder of Healthy Innovative Products, LLC. The website was for our new brand Lova Naturals®.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We had no experience with web development or marketing and needed someone to develop our website.

SOLUTION

What was the scope of their involvement?

Inverse Paradox developed our website with WooCommerce. Our site was intended to enable individuals to purchase products on the site. We also wanted to create an affiliate influencer program. In doing so, we needed to have a coupon code that our influencers could have and we’d be able to track the usage of this coupon code.

We put together the content for our website prior to hiring Inverse Paradox. Since we had no experience, they made us aware of the things we were missing. They introduced us to individuals to help us put together logos for our company as well as photography and images for our site. 

What is the team composition?

We started off with their sales rep. There were around six people, but I’m not sure how many were working in the background. Neil (Founder & CEO, Inverse Paradox) was hands-on as well. When I had to directly ask him questions, he answered quickly.

How did you come to work with Inverse Paradox?

We drove by their building every time we went to church. We were searching for web developers and they were there. We did a process of due diligence and looked at a number of different companies. There were at least 3–4 other companies being considered. We felt Inverse Paradox was the best.

How much have you invested with them?

We spent $10,000–$25,000.

What is the status of this engagement?

We worked together from June 2018 until March 2019.

RESULTS & FEEDBACK

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

Our website went live in March 2019. Prior to that, we never had a brand on the marketplace. Everyone who has seen the site said they were impressed with it.

How did Inverse Paradox perform from a project management standpoint?

Inverse Paradox held our hand through the whole process. We had weekly meetings, and even after the project was complete, they were very responsive in everything. They made us feel like we were the only customer.

What did you find most impressive about them?

They were willing to answer any questions I had. Neil was patient about my ignorance of the whole topic of websites and anything associated with it. For example, he guided us through setting up PayPal and ensuring we met the sales tax guidelines for every state. It was all new to me, and they helped me. They also introduced us to many companies to get the projects done. Inverse Paradox went above and beyond.

While they were working on our project, they were in the process of moving their headquarters. We also were working through major holidays like Thanksgiving, Christmas, and New Year’s. There were no hiccups during that time; it all went very smoothly.

Are there any areas they could improve?

There’s nothing I’d have them improve.

Do you have any advice for potential customers?

If you’re on a tight timeline and ensure that you hit every milestone, be prepared. Create all your content and images in advance. Additionally, people overlook the fine print at the bottom of your website that defines terms of shipping and policies for your website that you think nobody reads. However, you need that too.

If you don’t have that content ready upfront, they will help you and give you guidance. However, if you want things to run smoothly and be completed on a timely manner, you need to prepare all those things.

BACKGROUND

Introduce your business and what you do there.

I’m the senior manager of marketing for an IT consulting firm catering to the life sciences and healthcare industries. Life sciences equates to pharmaceuticals and medical devices, while healthcare is comprised of insurers and providers. My role is to manage our marketing strategy and the day-to-day operations of the marketing team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

Our existing website was incredibly outdated. The content hadn’t been updated in almost 11 years, and the design wasn’t up to the professional standards of the space we compete in. We wanted to give it a more contemporary look and feel and improve the user experience.

Our old partners had us draw out the website template, and then they designed based on that. However, we aren’t UX experts, so we found that process hindered the website’s effectiveness. We wanted a partner who’d be able to do dev and UX/UI.

SOLUTION

What was the scope of their involvement?

When Inverse took over, we went through a discovery phase, so they could get to know our business and assess the current site. We’d been working with a separate agency for brand development, which caused a few small issues, but we were all able to work together.

After the initial stage, we moved on to the design phase. Inverse used the visual design style guides provided by our other agency and gave us some design options. Once those were approved, we started development in WordPress. We tested the site and requested changes as needed. We went live with very few problems.

Inverse added advanced animation to parts of the site to make it more engaging. They also simplified navigation, condensing numerous pages. When visitors first come to the site, they can choose between life science or healthcare—depending on their industry—and reach content tailored to them.

A main requirement we had was for the site to make our company look much bigger than it actually was at the time. Inverse did this by implementing various features and functionalities to make the site look professional. They only worked on the technical SEO; they didn’t provide any digital marketing or content creation.

What is the team composition?

We contracted Inverse’s CEO for some consulting hours. We also worked with a project manager and a designer.

How did you come to work with Inverse Paradox?

I knew the founder from high school. When I needed a web developer, they were on my shortlist. We narrowed the list down to three candidates and eventually chose Inverse.

How much have you invested with them?

We spent about $30,000, not including ongoing maintenance.

What is the status of this engagement?

We started working with them in December 2016, and the website went live in January 2018. The project took so long because our company had complications with our acquisition, so we delayed for four months.

We have an ongoing monthly contract with Inverse, and we plan to use them for ongoing development as needed.

RESULTS & FEEDBACK

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

We’ve received comments—both internally and externally—about the design and how easy the site is to navigate. It’s much better than our old site, from a tech and content standpoint. Inverse has been outstanding. We’d hire them again in a heartbeat, without even opening the project for bid.

How did Inverse Paradox perform from a project management standpoint?

We had a few large on-site meetings for the kickoff and the review of our messaging strategy. We mainly communicated via phone and email, which worked well.

What did you find most impressive about them?

On previous projects of this type, we’d often spend days and even weeks troubleshooting things with the partner. Much to our delight, we never had this problem with Inverse Paradox.

They were willing to work on any task we assigned them, no matter how crazy or difficult. They seemed to care about our project and its success, which meant they’d disagree with us if they thought there was a better solution.

They were also flexible when it came to unique situations, like us hiring another company for branding. Inverse was proactive in making the relationship work so that we’d feel as little tension as possible. Not many other design firms I’ve worked with would be willing to jump through those hoops. Inverse Paradox didn’t just work for a paycheck; they actually cared about accomplishing our project.

Are there any areas they could improve?

They’re lightyears ahead of other firms I’ve worked with. I can’t think of a single problem.

Do you have any advice for future clients of theirs?

Make sure everything they need is ready and finished. Unless Inverse is contracted to do it, have the marketing work completely finished before starting a project.

BACKGROUND

Introduce your business and what you do there.

I’m the events and marketing coordinator for CORA Services. In operation since 1971, We’re a nonprofit that’s assisted families experiencing emotional, academic, and social challenges. We serve the Philadelphia area and have recently expanded into New Jersey.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We’d been using the same website since the 1990s and wanted a vendor to help modernize our digital presence. We wanted a website we could easily update and one that reflected our brand.

SOLUTION

What was the scope of their involvement?

Inverse Paradox did a great job of getting to know who we are as an organization. They met with a number of people across several departments and listened to everyone’s priorities. They then used WordPress to build a mobile-friendly site to our specifications.

From our landing page, we now have additional resource pages that provide users with information on addressing academic, emotional, or social challenges. They included an ecommerce function that streamlines the payment process for preschool tuition and allows us to accept payments from event sponsors.

We now have online forms so that parents can easily register kids for our various programs, such as summer camps. These forms can be easily exported into Excel files. Inverse Paradox also automated our email list so that users receive a professional reply after making a donation.

In order to make changes on our old site, we had to make costly requests to our original web designer. The layout Inverse Paradox created is user-friendly, allowing us to make changes in-house. They also provided WordPress training to ensure we understood our new system.

In terms of design, they created new graphics based on our logo.

What is the team composition?

The size of the team changed depending on the phase. We spoke with Matt [Cherepanya, Director of Sales, Inverse Paradox] during our initial meeting. Clare [McKenna, Project Manager, Inverse Paradox] was our main point of contact throughout the project.

How did you come to work with Inverse Paradox?

We considered a few companies, but were impressed by Inverse Paradox’s work on the website of the Northeast Philadelphia Chamber of Commerce, of which CORA Services is a part.

What is the status of this engagement?

We started the project in December 2015 and finished in September 2016.

RESULTS & FEEDBACK

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

The easy-to-use layout has made life much easier for both us and our clients. We can make edits easily from our end, and having a mobile-friendly site has made our organization more accessible.

Having modernized our site’s color palette, the new design feels clean and fresh.

How did Inverse Paradox perform from a project management standpoint?

They’re wonderful. We communicated through email, as well as face-to-face meetings. As the person in charge of maintaining the website, I can say that their in-person WordPress lessons were very helpful. I was new to the CMS, but I’ve learned a lot through their instruction. I can call or email them if I have any questions, and they walk me through the problem in a friendly, professional manner. I'm always being educated about the site and I learn something new each time.

What did you find most impressive about them?

One of the great things about Inverse Paradox is their flexibility. We didn’t know much about web development, but they worked with us and kept us on schedule to ensure the site was launched on time.

They’re also highly responsive. They typically responded within an hour if I had any questions, and any issues were resolved within the day.

Are there any areas they could improve?

They're so helpful, I think they should offer WordPress classes.

Do you have any advice for potential customers?

Inverse Paradox was willing to meet at our office, but it’s worth visiting their headquarters to get a sense of their work atmosphere. They have a hip, fresh vibe, and their creative team is very friendly.

BACKGROUND

Introduce your business and what you do there.

I am the senior marketing manager of Dietz & Watson. We are a family-owned company producing over 750 unique items — deli meats, cheeses, hot dogs, sausages, and similar products. When our customers ask for something new, we never tell them no. We have been in business for 28 years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We were trying to update our website and launch a few microsites for brand building and awareness. For a few years, we worked with a larger development firm that managed and developed our sites. However, we realized that they were too big for us. I then went to a smaller, 2-person company in Philadelphia, but the results weren’t what we wanted. We’re always looking to test and push the envelope on new things. Because of this, we needed a partner who could get things done.

SOLUTION

What was the scope of their involvement?

The initial project focused on getting off of our old CMS [content management system] and adopting a new user-friendly platform. From a creative standpoint, we were looking to reskin and update our website. The content was more of a merge with our current internal databases, so much of the infrastructure was already in place. It was simply a matter of building a new site backend on WordPress and redesigning the frontend. Inverse Paradox also came up with a few revisions and recommendations for optimization and user experience.

After 1 ½ to 2 months, we had a fire in the warehouse that stored all of our servers. Along with our IT team, Inverse Paradox jumped into action. As a result, we managed to launch the site 6 months early. It didn’t have all its pages, but there were enough for us to have an online presence. Inverse Paradox understood a lot of our concerns and questions about where we would be housing the new site. Inverse Paradox hosted the site on their servers and got our company up and running.

We still had to revise and update the site, creating a final version with a blog and all other integrations worked into it. Inverse Paradox started work on revisions and updates to the wireframe. We had about 4–5 revisions. They worked with our internal team on the creative part. The site was launched with full usability over a 3-month time period. It could have gone faster, but many of the timing issues were on us. We needed to get the right stakeholders to approve the designs. Inverse Paradox remained accountable, and they made revisions on our site within a week of us sending our notes.

We also wanted to have video integration on our homepage slider, preferably with a fast load time. At first, IT told us it would be a lot to ask for because of the required bandwidth. However, we wanted to show highlights of the new commercial we were running. In case consumers saw the commercial on TV and searched for our page, they would know they’ve come to the right place. There were a couple of visual cues iconic to that commercial, and Inverse Paradox was able to integrate that with WordPress. They also gave us a nice tool with which we could load video files for background playback instead of stock images.

In total, Inverse Paradox has redeveloped 5 sites, some of which we’re in the middle of reworking. We also ask them to create new pages and custom wireframes for promotions.

I don’t know how large their team is, which can be viewed as a good thing from a customer satisfaction standpoint. Our account rep has been available every day between 8:30 and 6:00. He answers feedback questions and relays information from his team. There is at least one other, higher account manager who has stepped in on high-profile projects that required additional team members. Inverse Paradox’s principal has also been available at a moment’s notice. It has been nice to see him take pride in the work and provide clarity when needed. There are 1–2 developers working on our site, but I’ve only interacted with the account managers. Some people would view it as a negative, but I don’t mind having streamlined communication.

How did you come to work with Inverse Paradox?

We found Inverse Paradox through one of our designers. I met their principal, who pitched how he could save the project we already had. He also promised to deliver within a certain time period, meeting our key promotional season. Neil [Co-Founder and Director of Business Development, Inverse Paradox] came to us and presented the tools he could offer for getting our development and maintenance under one roof. He told us that he’d either done it before or could take up the new challenge. We were looking for someone who had the bandwidth and team to get answers back to us and grow with our company. It was an easy selection.

What is the status of this engagement?

We started working with Inverse Paradox in February 2014.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

Much of our site was meant for building our brand. Our bounce rate has gone down, and our site visits have gone up organically, but I can’t necessarily say if this was a direct result of Inverse Paradox’s work. We have a few other partners and internal teams that are accountable for this.

Inverse Paradox has resolved many of our concerns with customer service, particularly about having interactions with real people. This is important when it comes to kicking off a new campaign or program, all the way down to the day-to-day contact on site and server updates.

How did Inverse Paradox perform from a project management standpoint?

We communicate with Inverse Paradox on a weekly basis. If I have comments or notes for them, I will usually do it twice a week as a follow-up. Our lead contact is their customer service person. He hardly ever says no, but also doesn’t say yes without any thought. They’ve made sure that any project can be executed within the timeframe. They are honest about hours and industry standards. There were no delays from Inverse Paradox’s side. They’ve done a good job from a project management standpoint.

What did you find most impressive about Inverse Paradox?

They’re a true partner. Our fire incident was a nightmare, but Inverse Paradox knew exactly what to do. They jumped right on it without asking any questions. That was enough of a result to make them stand out.

I’m impressed by the fact that Neil is involved in many of the projects and conversations, although he doesn’t necessarily have to be. I don’t think we’re his largest customer by any means, but he’s definitely made us feel valued. He makes sure that the team thinks in a proactive way and not just trying to get the projects done and off their plate. It seems that he’s developing and growing with us as a brand, which is nice.

Are there any areas Inverse Paradox could improve?

No. They’re quite good.

What tips or recommendations could you share that might increase the likelihood of success with Inverse Paradox?

Make sure that the internal team knows exactly what it wants. Coming in with a clear vision will make the design and development process way more streamlined. Inverse Paradox is a smaller firm, although they do have a lot of resources. They run a lean ship, and they keep costs down because of this. However, the creative, thinking-outside-the-box element is sometimes lacking. They give clients exactly what they ask for, so it’s important to know what to ask.

BACKGROUND

Introduce your business and what you do there.

We are an online retailer for prom and social occasion dresses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inverse Paradox?

We’re trying to grow our business online.

SOLUTION

What was the scope of their involvement?

Inverse Paradox provided everything from business consulting capacity in terms of growing that business to tech consulting and everything that falls under the umbrella of web development. They built an e-commerce website. We still operate in Magento out of the Community Edition. Our site is heavily customized from backend to frontend. In the backend, we’re able to display products in an efficient way and optimize which products show up online. We were able to do a sort order and randomize them. That feature made a huge difference in our sales. I’ve recommended Inverse Paradox to other businesses which have done significant projects with them. They’re working on a project for a company that I’m a partner in. I wouldn’t hesitate to recommend them for small or large projects but especially for large projects. Neil [Director of Business Development & Co-Owner, Inverse Paradox] has a sharp mind for business and quickly identifies problems and solutions.

How did you come to work with Inverse Paradox?

I drove past Inverse Paradox's building and saw their sign out front. We were having problems with our current service provider. I knew Inverse Paradox had done a website for another company that I use. I called Inverse Paradox and set up a meeting, and at the meeting, within 20 minutes, I knew I wanted them to take over. I knew they were the right fit because I told them the problems I had at that time and Neil was able to quickly identify the real problem and offer solutions in the meeting.

What is the status of this engagement?

I started working with Inverse Paradox in February 2011, and the work is ongoing.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

Our key metric is sales, and sales have gone up over three times. I let the feedback be what the performance of the site is.

How did Inverse Paradox perform from a project management standpoint?

Every web development agency has problems delivering anything on time. Inverse Paradox happens to be better than everyone else. I always want things done faster. Their frequent communication makes the timeliness better for me. We communicated through email, phone, and other forms.

What did you find most impressive about Inverse Paradox?

Inverse Paradox's ability to problem solve is impressive. When you’re in the Community Edition like we are, and you should move onto the Enterprise Edition, they have a lot of challenges dealing with that. Inverse Paradox is always able to come up with a solution in a timely manner. They keep things moving. They’re very responsive especially when something bad is going on which is huge to me.

What tips or recommendations could you share that might increase the likelihood of success with Inverse Paradox?

If someone wants to work with Neil and can’t make up their mind, I would tell them to work with him. They will be happy. The more complicated the project, the more they should be using someone like Neil. I’m a huge believer in Neil.