What evidence can you share that demonstrates the impact of the engagement?
We had patients and business the first day we launched because it was renowned in the market. We launched in Warsaw, and our first patient was a blogger from that area. He stated, “Uber for patients has just arrived in Warsaw.” There was a lot of talk on the internet about our project.
We’ve gotten very good feedback on the apps. We didn’t have time to develop a sophisticated manual for doctors on how to use the app, but none of them called to say they didn’t understand something. It was so simplistic and user friendly. We accredit the app’s simplistic and user-friendly nature to itCraft because they recommended we keep it as straightforward as possible.
We didn’t have any technological issues with the system, and it’s working 24/7. We haven’t had any shutdowns, and there haven’t been any minor issues.
We don’t track patient downloads because they’re using stationary devices, such as desktops and laptops. The app is on the App Store and Google Play, but we decided not to do Windows. Patients don’t need to be mobile in order to use the service. We didn’t really need the mobile app for patients, but we decided to build it anyway. The mobile app for doctors is critical because they use the geolocation function and Google Maps to find patients.
How did itCraft perform from a project management standpoint?
In the beginning, I spoke to the project manager once a week. During development, it increased to 3–4 times per week. They would come to our office and meet with us whenever we wanted to have a discussion. They delivered according to the pricing structure, and even managed to do it three weeks ahead of schedule.
We had a simple project management dashboard through Excel which showed key tasks and milestones. We communicated through email, phone, and meetings. Depending on the phase of the project, we may have had questions on whether or not to include certain functions. For example, we decided to skip the phase involving financial settlements for taxes.
In the beginning, they delivered a very detailed script on what they wanted to do and when they would need it from us. Their project management skills kept us on track. They have other projects as well, so it was in their best interest to keep ours moving. Their project management was better than if we would’ve done it on our own. In respect to productivity, they wanted to release capacity of their people as soon as possible to allow them work on other projects.
What did you find most impressive about them?
They were very honest and transparent. They would let us know if they thought a feature would cost too much because they were reasonable, and didn’t want to charge us as much as possible. This is a unique trait compared to other companies I’ve worked with.
They were also ahead of schedule, and the fact that they delivered three weeks early on a three-month project was impressive. We were able to launch earlier and able to gain more business. People need the service mainly between October–March, so that helped us. The combination of our disciplines allowed us to stay on budget.
Are there any areas they could improve?
We had a discussion about the maintenance fee. Due to being a startup, we were not able to continue doing a maintenance contract with them. We still have a good relationship. It may take longer, but they’ll help us if we need it. If we had a maintenance contract with them, it would be done sooner. We made the choice not to have the maintenance fee, so we have to wait for help with any issues.
Do you have any advice for potential customers?
I admired their value for money as a strong IT partner. They don’t overcharge for their services, which means there’s little room to negotiate. They’re reliable and do their best to work with clients. We didn’t have any surprises. Their project management keeps everything on schedule. They’ve done a lot of mobile apps and systems, which is important when choosing a partner.