Limerine Software Pvt Ltd

BACKGROUND

Introduce your business and what you do there.

I’m the marketing manager for an education management association.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Limerine Software Pvt Ltd?

We already had a simple marketing automation tool in place, but we didn’t have anything similar to a chatbot. We needed someone to develop one for us.

SOLUTION

What was the scope of their involvement?

Limerine developed our chatbot. They used the WhatsApp API, integrated it into their own chatbot software, and created the system from scratch. Additionally, they came up with a customer support solution as well.

It was a big project because it encompassed three different regions. Each region had its own challenges regarding making sure that the chatbot and WhatsApp worked well. As we had an existing system in place, we were apprehensive that integrating with them would be a challenge, but their integration with our system was very seamless.

What is the team composition?

I worked with the founder, and he connected me to one of his technical leads. Initially, we were only working with two people from their team while we were on a retainer contract. As the project progressed and we saw that we were getting close to about 200 case queries to resolve, Limerine offered the involvement of their customer support team, even though it wasn’t part of the original contract.

The customer support team were five additional people. Two people were working on the technology, making sure everything was working fine.

How did you come to work with Limerine Software Pvt Ltd?

A colleague of mine said that Limerine was really good with chatbot-based WhatsApp integrations. The whole process of starting an engagement with them was very easy; about 10 days into it, the testing phase began.

After we tried their chatbot software, we signed a contract with them. We initially worked on a mixed retainer contract and commission-based model, where they charged us for each chat that happened with a prospective candidate.

How much have you invested with them?

We spent around $50,000. Now, whenever we need small technical support changes, they charge about $100 per hour of work.

What is the status of this engagement?

We worked together from March–October 2020. We’re no longer working on a retainer contract because the chatbot is now functional. We finished the customer support agreement as well because we don’t require it any longer. Now, we reach out to them for any tech support as needed.

RESULTS & FEEDBACK

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

Currently, we’re getting a good number of client conversions through the Whatsapp chatbot. Our collaboration was successful, and the quality of their work and team were top-notch.

Working with Limerine was one of the best experiences that I’ve ever had. This was our first time working with a startup, and I was really impressed with them.

How did Limerine Software Pvt Ltd perform from a project management standpoint?

Limerine met the deadlines and stayed within our budget. The technical lead assigned to us was certified as Project Management Professional (PMP), which is very rare in India. He followed all the rules and kept the project management plan on track. After the project ended, they shared with us a document with the lessons learned.

Limerine was also very organized. We had a shared folder that kept getting updated with whatever document was getting finalized. Additionally, we used Slack and WhatsApp for communication.

What did you find most impressive about them?

There weren’t many people in our region who could do a project like ours, so Limerine stood out from other companies. Three different teams came to our office to do a presentation, and theirs was the best. Overall, it was a very seamless delivery.

Are there any areas they could improve?

Limerine is getting a lot of new clients, so they should increase their team size accordingly.

Do you have any advice for potential customers?

I recommend you to work with them. Go for it, and don’t be apprehensive about it — they know what they’re doing.