What evidence can you share that demonstrates the impact of the engagement?
The levels of speed and cohesion with which they’ve aggregated these features were fantastic. Ultimately, they helped us provide a better service while saving money. I appreciated their open-minded approach. Rather than using one specific programming language at all times, they’ll find varied methods that work more effectively. They're happy to break down the process step-by-step, even if you're not a tech expert. Finding novel ways to approach old problems mirrors our own methodology, so it's been a very successful relationship.
We got excellent use out of the basic invoice reminder system they installed. It sends out a regular e-mail and follows up with a series of reminders as needed. Previously, we’d had to personally call customers who didn't pay their bills. The new system mitigates the risk of human error, as well as the awkwardness involved. Customers often got defensive with our account team and took the calls as a personal insult. Some got so upset that they threatened to cancel their contracts. Implementing the new system was a simple change that made a really big difference, and improved the bottom line. Not only did we see a 15% rise in the number of bills paid on time, but we also haven't had a single bad reaction from certain non-paying customers.
How did MI Digital perform from a project management standpoint?
We have similar roles in terms of project management, and I'd honestly say they do a better job than we do. Everything's rolled out as and when it should be. If issues arise, I can easily get in touch. Whenever my team pointed out software bugs, the developers resolved them within 24-48 hours. For more strategic work, they'll take a few days to develop a plan of action. We conduct briefings and updates via Skype or phone. Daily communication is usually via Slack, and they send monthly or trimester-ly email updates.
What did you find most impressive about them?
We have a great business relationship, and I’m very satisfied. We found them at the perfect time, and they're really an ideal vendor for our company. We're not a huge business, so we've only experienced six or seven different development teams. I really value MI Digital’s availability and commitment to getting work done. The sense of security they provide is worth the entire budget we pay them.
If our system breaks, I can't send any bills or track who should be paying us. It could be a real disaster, and other companies have let us down or delayed our project. With MI Digital, it's been the complete opposite experience. If a problem is urgent, they’ll quickly develop a solution, and always respond appropriately. Their attentive customer service is invaluable.
Do you have any advice for potential customers?
Take a top-down approach. Instead of just asking them to build a feature, consider how you want it to ideally work in the future. MI Digital will help you understand the logical flow of information and processes. If you take a higher-level look with Martin and the other programmers initially, you'll get a much better end result.