New Line Technologies

BACKGROUND

Introduce your business and what you do there.

I am the director of technology product development at Evan-Moor Educational Publishers. We create and publish supplemental and educational classroom materials for Pre-K through 8th grade.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with New Line Technologies?

We’re from Monterey, California and the number of developers that we have in the area is very limited. We were looking for a group of developers that had the technology and could make suggestions for solutions that had a rapid development timeline. We’ve been in business since 1979 and we have a huge library of intellectual property that we have been trying to re-imagine in the interactive space. We have a lot of content and a lot of work to do.

SOLUTION

What was the scope of their involvement?

In the very beginning, we were doing teaching tools that a teacher would use during instruction on a projection system. These were all developed in Flex, and we had them delivered as an individual teaching tool. These were all individual installations. We developed an LMS [Learning Management System] later on that loaded the tools inside. There was a single install with a login, and all of the different tools would load inside of this system. That was primarily on Windows and macOS desktop. Then we moved into the app store and Amazon Marketplace, and we started to develop cloud apps.

Every time we have a challenge, we work together as a team and come up with solutions. We continue to go on lots of different devices and spaces. I give them the challenge we’re having and they come back with different approaches. Right now, we’re working with React and getting all of our intellectual property separated out and made more flexible so that it can fit into other systems, play nice with the other systems, and have interoperability. They have been steer heading that with our product line.

We use a combination of technologies. Outside of Flash, we’ve used HTML5, JavaScript, Xcode, and Flex. Right now, we’re really into React. They developed our websites and handled our entire corporate website from scratch. Evan-Moor.com is a shopping cart where we sell our products. Our other website is TeacherFileBox.com, where you subscribe and have access to educational materials in the classroom. There’s a projection annotation tool they developed and is available through a subscription on the site. There are also online tools that interface with the material. Essentially, they created two different kinds of websites for us. One is your traditional shopping cart, and the other is a subscription service.

We do all the frontend design, including user interface [UI] and user experience [UX]. They design the code, workflow on the backend, and decide on the best approach for technology. They do all of their work very autonomously. Currently, we have a couple of big projects that are in the works. We just released a whole new update to our website. We’re about to go into redesigning TeacherFileBox.com so that it has a more customized UX. These are all pretty big projects. We have a lot of projects on the table that they’re working on with us, but nothing from scratch.

How did you come to work with New Line Technologies?

I posted a job project on Elance and received a lot of different quotes on how much the production costs would be. What really impressed me about New Line Technologies’ approach to quoting and the project itself, was that they came back with a fully fleshed out prototype that showed an understanding of UI. They had a lot of suggestions in the prototype that were really great. They were also very honest about the timelines and costs involved. They didn’t upsell themselves and made sure I understood. If there were any issues with my approaches, they were very honest in telling me they wouldn’t work. They were dedicated to getting a product to market. I ended up awarding them the project.

I had actually previously contracted another developer. I was working with New Line Technologies as well as a local developer out of San Francisco. They were working on projects simultaneously. I was unable to maintain contact and to keep lines of communication open with the local developer. I ended up giving that project to Andrews' [CEO, New Line Technologies] team.

How much have you invested with them?

I prefer to keep it confidential.

What is the status of this engagement?

We started working together in 2009, and the work is ongoing.

RESULTS & FEEDBACK

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

No matter what the challenge is, they are able to come through. They’re also very dedicated to Evan-Moor’s vision. When the product comes back and it’s not working as expected, they’re very creative in problem-solving. It would be difficult for me to measure their success monetarily. I would say it’s more product value and talent. At the end of the day, that’s how I would measure.

How did New Line Technologies perform from a project management standpoint?

New Line Technologies is really responsive, focused and dedicated to really clean code and quick turnaround. Their quality is incredible. We communicate through Skype, Slack, YouTrack, Redmine, and Basecamp. We talk and do status updates on a daily basis. Once a week, we have a department meeting where we split project management, set priorities, and release dates. I have an in-house QA team here. They have that at New Line as well. We split that work. That’s how we communicate and set up deadlines. I also visit them twice a year.

What did you find most impressive about them?

Their work is always top quality. The code is clean. If we have problems, we have really quick turnaround because they do it right at the beginning. That’s why we’ve been working together for so long.

Are there any areas they could improve?

There are a lot of people on the team that speak English, but there are times we do have a breakdown in communication. I can see how if it’s a new client, how that might be kind of a challenge. They’ve pretty much been able to overcome that. They do have English lessons once or twice a week. Every time they feel like they need to improve, they’re on it. If there’s a challenge, they come up with a way of improving the process. They work and try very hard.

Do you have advice for any of New Line Technologies' potential customers?

Always make sure to have regular meetings. My internal developers, QA testers, and system administrators get together with New Line once a week. We communicate and see each other on a regular basis, so are not just faceless names to each other. I have direct contact with all of the developers so if they have a question or need something from me, they get an immediate response and vice versa. If you want to develop a good relationship across such a distance, it's important you make sure everybody is available and feels like they can ask questions and receive answers.

BACKGROUND

Introduce your business and what you do there.

My company is Axiom Medical Consulting in Texas. We provide occupational help and medical care for Axiom clients. Some of our clients require occupational care for recurring medical testing. For instance, we manage testing and scheduling for drivers for required certification for the DOT. One of the other product lines involves when client employees are injured. Axiom works with the client, the client employee, and the doctors involved in the individual’s medical case to make sure that the client employee gets back to health and back to work in the most effective and efficient way possible.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with New Line Technologies?

One of the challenges we faced was too much variation with our occupational health management process. We’re trying to streamline internal workflows for managing client appointments to remove variation, remove the ability for too many decisions to be introduced, and have more management control. We put all of our best practices within a streamlined automated workflow and we chose to use New Line Technologies to help us.

SOLUTION

What was the scope of their involvement?

By using the Azure cloud platform, New Line provides us with just about everything that we needed for the application development. One of the important functionalities, and probably the most difficult, is the way Axiom built their client services into groups. From an accounting perspective, they have service groups, and from the program manager’s perspective, they have test groups. The ways these groups are broken down can be pretty complex, especially considering the recurrence and the regulatory kind of constraints that go into scheduling.

From the very beginning, New Line was very instrumental in the way they approached the project.

What is the team dynamic?

I’m the project manager. I did the database architecture and validated our internal workflows. I communicate with the New Line team daily. I have a counterpart at New Line who is also a project manager. I also have database experts, a database administrator, graphic designers and both stack app developers from New Line.

How did you come to work with New Line Technologies?

Before I began with Axiom, the president of Axiom and a long time friend of his who is in the business of delivering software projects discussed New Line as the number one recommendation. They were on our short list of teams that we chose to vet and they came out on top. The main reasons were their expertise, rapid app development, and cost.

What is the status of this engagement?

We started working together December 2016 and the work is ongoing.

RESULTS & FEEDBACK

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

They met all of our requirements and took it even further than we had expected. Since New Line delivered this product, Axiom had subsequent changes to our workflows and New Line is able to not only implement them but also advise us and show us the impacts of what we’re proposing. They’ve really taken ownership of this workflow. Ideas float out of various departments to change the workflow or enable new capabilities within the app, and New Line is always willing and able to show us a better way to do it or steer us away from certain changes to the app. They understand what we’re trying to do at its core.

We’re looking to roll out this OHP [Occupational Health Program] project to the Axiom users this month. The OHP is our second biggest product that we market to our clients. What we’re hoping to see with this app, as a result of New Line’s efforts, is a much more streamlined and automated set of workflows for a traditionally complicated process that removes the variation from client to client and allows Axiom to deliver better services. With the app, we’ll have the ability to show the metrics. In general, this will contribute fabulously just by removing the variation in our processes.

How did New Line Technologies perform from a project management standpoint?

They’re really flexible. They’re very conducive to setting up the project controls how I want them. Being a project manager here, I was able to take the lead on some things, and they were also outspoken about their best practices. We came to a nice arrangement.

This is an Agile Scrum project for the most part. There have been elements where some of the subprocesses have been treated like the traditional waterfall project. Over the course of the project, some key stakeholders and subject matter experts have left the company. We’ve had to change our approach to developing certain portions in the app while Axiom worked with a new subject matter expert in one area or the other. We were able to rely on New Line to be flexible where we could work with a set of requirements for a longer period than most development teams would be comfortable with.

Are there any areas they could improve?

In any project, you work with the team fairly intimately despite the distance. They’ve been very responsive to any issues that we’ve encountered. They have a good read on what we need. New Line is a proponent of open and honest dialogue and that has kept us on track with regard to missed expectations. Normally if something has gone unaddressed or has been inadequately addressed, we discover it and get it straightened out fairly quickly in the delivery cycle. None of our issues are noteworthy.

BACKGROUND

Introduce your business and what you do there. 

I’m the CEO of a mobile app publisher. We have a series of products on the App Store that include utilities, games, and audio and video apps. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with New Line Technologies?

We were looking for a development partner with advanced skills in iOS and Android. We also needed a firm that had a formal software development process and knew how to run a project. 

SOLUTION

What was the scope of their involvement?

They helped us create a video maker app. It’s evolved from a video product to 4 that span iOS, Android, Windows, and Mac OS development. We built a series of video apps that integrate with mobile phones and cameras and communicate between traditional desktop-based video systems for automating live and recorded video production. We’ve had various releases since we started 2 years ago.

They are currently working on our product roadmap. One project is designed to transfer videos between the cloud and various desktop software solutions, and another project is integrating all kinds of Wi-Fi and smart cameras into the system.

How many resources have been assigned to your project?

I interact with an executive contact on a semi-regular basis. I also have a product manager who works with the technical project manager. They handle the daily running of the project. I’m involved in weekly meetings, but the New Line technical project manager manages the engineering and QA team on their side in Ukraine. Our product manager interfaces with them on a daily basis.

How did you come to work with New Line Technologies?

We looked at companies that were familiar with cross-platform mobile development. New Line had those skill sets and great experience with working on both platforms natively as well as using other cross-platform tools like Xamarin.

How much have you invested with New Line Technologies?

We have spent between $500,000 and $1,000,000 so far.

What is the status of this engagement?

We started this project at the end of 2015, and the work is ongoing. 

RESULTS & FEEDBACK

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

They’ve built confidence with me over the years. I didn’t anticipate growing my team with them as much as I have. It made a lot of sense, and they deliver. I’ve centralized all of my engineering with New Line. They are the best engineers I’ve ever worked with, and I’ve worked with teams all over the world. Their skills and organization make all the difference. Of course, we’ve had challenges, but the New Line team handles everything professionally.

How did New Line Technologies perform from a project management standpoint?

When I had concerns, they were very responsive. The process has been smooth. We manage our project with an Agile platform called YouTrack. We have all of our projects, Agile boards, issue cards, bug reporting and management, roadmaps, and features descriptions in that platform, and it’s fairly interactive. Other than that, we have project plans that we manage on our side.

What did you find most impressive about New Line Technologies?

They were able to build great solutions and support us with an end-to-end team. They provided management, development resources, and QA resources.

Are there any areas New Line Technologies could improve?

Because they’ve done so well, it’s hard to say anything bad about them. They have English classes for their team once a week, so they really go above and beyond. I’m very impressed with them. They seem down-to-earth and humble and have an incredible work ethic. 

BACKGROUND

Introduce your business and what you do there.

SocialPutts is a golfing social network helping golfers play more often with their friends.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with New Line Technologies?

We needed to create our technology platform from the ground up.

SOLUTION

What was the scope of their involvement?

New Line Technologies has worked on socialputts.com per our specifications, as well as on our iOS and Android apps. These platforms help golfers connect with friends, and, based on individual calendar availabilities, allow them to set up dates. The platform also recommends tee-times at local golf courses.

I made basic layouts, but New Line Technologies built everything else from scratch, from infrastructure to database architecture and user-interface and branding elements.

Everything we’re doing is Windows-based. We’re using the Azure cloud for hosting, and we’re a .NET platform. Besides this, we’re using a tool called PhoneGap for the development of both Apple and Android simultaneously.

They’ve done a great job in terms of layout and database architecture. Some of the challenges we faced were more on the payment processing side. New Line Technologies was great at coming up with various solutions. We ended up choosing Braintree, which is a PayPal-owned company. New Line did a lot of behind-the-scenes work in ensuring that we had a seamless integration, and that payments were lightning-fast. We had both design and technical issues stemming from the fact that I wanted to use PhoneGap instead of making two different native apps. New Line Technologies always rolled up their sleeves and came up with great solutions.

How did you come to work with New Line Technologies?

We started development with another company four or five years ago, when this was more of a hobby to me. Unfortunately, that company went in a different direction, but I maintained a relationship with some of their developers. When they moved to New Line Technologies three years ago, I continued to work with those developers.

How much have you invested with New Line Technologies?

The cost of their work was around $50,000.

What is the status of this engagement?

We started working with New Line Technologies in June 2014. We’re wrapping up the current phase of the project. There are a couple of tasks being buttoned up, including updating a couple of landing pages on the site. We’ve just released the current version of the app one week ago. New Line Technologies will be providing ongoing services after we’ve gone into sales and marketing mode. I fully anticipate that, once we gain some traction, we will go back to New Line Technologies for another round of development.

RESULTS & FEEDBACK

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

We’re in our infancy with the current version of the mobile app. But, based on initial data, the feedback has been that the new version is drastically improved compared to the old one. New Line Technologies has been almost exclusively responsible for the look-and-feel of the app. The first version was my design, but we wanted to make it more modern. They did an excellent job of modernizing the logo and look of the app. People are embracing the app more now.

How did New Line Technologies perform from a project management standpoint?

We have a very good cadence, meeting three times a week and having ad-hoc calls if necessary. I have a great relationship with New Line’s project manager, and I feel they’ve taken personal responsibility and ownership for our project, rather than doing as they’re told. They’ve come back with suggestions based on what they saw on other projects, and felt could help.

We’re wrapping up a second landing page, and, even though it was good, their team had another suggestion for making it even better. The team is always thinking about improving things in order to have the best, most up-to-date product on the market.

We’ve been using a Trello board over the last several years. It’s worked exceptionally well for what we’re doing. It will remain active, even though we’ve finished this stage of the project, and I plan to load different items on it which can be prioritized for the next run. We also have Skype conversations and screen shares. It’s a straightforward process.

What did you find most impressive about New Line Technologies?

For an overseas provider, New Line Technologies has done an excellent job from a communication standpoint. It was never an issue, despite small language barriers. They always made sure that things were done right, and the team is solution-oriented, not task-oriented. It’s hard to tell that I’m working with someone overseas.

Are there any areas New Line Technologies could improve?

I haven’t had a lot of time to sit back and think about this. With any issues, New Line’s owner was always open and upfront. We’ve always had a great line of communication. We have a time-and-materials collaboration, but we’ve kept the same developer for the last year and a half. The cadence will change a bit when we go to a support model, but it’s been a great model overall.

What tips or recommendations could you share that might increase the likelihood of success with New Line Technologies?

Have open lines of communication and know what you’re looking to accomplish. I’ve been on both sides of the fence and have a development background. I know that, going into a project without a goal to accomplish, clients need to at least ask the right questions before they start development. I didn’t experience any of these challenges, but I have seen it happen.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of a financial services company 

Describe what your company does in a single sentence.

Blockchain Wallet

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire New Line Technologies to accomplish?

• upgrade our application
• Create website
• Testing and stability

SOLUTION

How did you find New Line Technologies?

• Online Search
• Clutch Site

Why did you select New Line Technologies over others?

• High ratings
• Close to my geographic location

How many teammates from New Line Technologies were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The company upgraded our app by redesigning the UI/UX, making it more intuitive and visually appealing. They optimized performance, improving speed and responsiveness, while also fixing bugs and refining the code. Key deliverables included:

• a revamped interface
• smoother user experience
• and the integration of new features
• all completed within the agreed timeline.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The team quickly resolved issues, effectively fixed bugs, and introduced innovative ideas to enhance app performance. These improvements led to a smoother user experience and increased app stability, demonstrating clear progress and success in the project.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project management was excellent. They had dedicated project managers who ensured tasks were completed on time and that the team stayed on track. They were responsive to my needs, consistently delivering what was required and addressing any concerns promptly.

What was your primary form of communication with New Line Technologies?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

high level of expertise their developers demonstrated. They could easily solve any task I presented, showcasing their deep experience and technical proficiency.

Are there any areas for improvement or something New Line Technologies could have done differently?

The website design was good, but I believe it could have been better. A more refined and modern approach to the design would have elevated the overall user experience.

BACKGROUND

Please describe your company and position.

I am the President of SureShots Golf

Describe what your company does in a single sentence.

We create apps that help golfers improve their golf game and have more fun playing golf.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire New Line Technologies to accomplish?

• Build and launch the SureShots golf tips app

SOLUTION

How did you find New Line Technologies?

Referral

Why did you select New Line Technologies over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from New Line Technologies were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

New Line Technology was responsible for designing the logo, and building out the entire SureShots app to meet the specifications they were given. The built and tested the app, making valuable recommendations along the way. Once the app was completed, they published it in the App Store and Google Play

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The completion and publication of the SureShots app.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Ihor is an excellent PM. Communication was also quick, efficient and detailed. We finished on time and within budget.

What was your primary form of communication with New Line Technologies?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They truly care about the success of our project and ensure that the result is an excellent app that exceeds expectations.

Are there any areas for improvement or something New Line Technologies could have done differently?

No. They did an exceptional job. This was my second project with them and I will use them again and again.

BACKGROUND

Please describe your company and position.

I am the Digital marketing specialist of Red Jumpers

Describe what your company does in a single sentence.

Red Jumpers unites software companies to reveal their staff and client's potential.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire New Line Technologies to accomplish?

• We hired New Line Technologies to accomplish the specific goal of building a dedicated team to support our software development needs.

SOLUTION

How did you find New Line Technologies?

Referral

Why did you select New Line Technologies over others?

• Great culture fit
• Good value for cost

How many teammates from New Line Technologies were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work included developing custom software solutions, conducting regular code reviews, implementing new features, and ensuring the stability and security of our applications. Key deliverables included a refined and optimized codebase, bug fixes, and enhanced functionality.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The measurable outcomes from the project demonstrated significant progress and success, including improved software performance, increased reliability, and timely delivery of milestones.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

New Line Technologies showcased excellent project management skills throughout the engagement. They consistently delivered items on time and were responsive to our needs, promptly addressing any issues or concerns that arose.

What was your primary form of communication with New Line Technologies?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What we found most impressive about New Line Technologies was their ability to quickly adapt to our changing requirements and their dedication to ensuring the success of our projects. Their expertise and depth of knowledge in software development were truly unique and valuable.

Are there any areas for improvement or something New Line Technologies could have done differently?

We can honestly say that we don't have any areas for improvement or anything we would have done differently. New Line Technologies exceeded our expectations in every aspect.

BACKGROUND

Please describe your company and your position there.

I am the CTO/Head of Technology and one of the co-founders of KISA, a telco company that has developed its own unique mobile phone for those who cannot use regular mobile phones.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire New Line Technologies, and what were your goals?

Enhancing our existing internal systems that are used by various levels of staff members

SOLUTION

How did you select this vendor and what were the deciding factors?

We have worked with NLT before

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Using Angular/.Net, develop systems as per business and technical requirements

How many people from the vendor's team worked with you, and what were their positions?

There were 4 people, including a project manager, one designer, one markup and two developers.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We have received the system as per our specifications and on time

Describe their project management style, including communication tools and timeliness.

We have daily standups using Google meet and project management was done through YouTrack and our own internal systems.

What did you find most impressive or unique about this company?

The company was easy to deal with and they have been open with what they can and cannot offer

Are there any areas for improvement or something they could have done differently?

Some of the initial onboarding took longer than expected, but our project was quite complex and all issues were resolved after a reasonable amount of time

BACKGROUND

Please describe your company and your position there.

CTO , GTech has build 3 online platform - Gaming. Forex, Loto

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire New Line Technologies, and what were your goals?

The key factor that pushed us into considering a new development centre and a new country location was the lack of qualified resources in the countries where we already had our development centres – Cyprus, Romania, and Israel. This strategic choice was not about savings but about access to a new pool of talented IT specialists.

SOLUTION

How did you select this vendor and what were the deciding factors?

After research alot and interviewing many companies we did a successful POC with NLT and start working

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Three diffrent projects

1. Backend: NET, Frontend: Angular
2. Backend: Java, Frontend: React
3. Backend: Node.js, Frontend: Angular

How many people from the vendor's team worked with you, and what were their positions?

• 5 backend .NET developers
• 4 frontend Angular developers
• 6 backend Java developers
• 3 frontend React developers
• 2 Node.js developers
• 3 DevOps developers

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

All projects where going live with succsess

Describe their project management style, including communication tools and timeliness.

Implemented contemporary development practices such as Continuous Integration, Build Automation, increasing delivery process efficiency, and Development process.

What did you find most impressive or unique about this company?

NLT has a very good level of professionalism and standards set within the company that make things work. We have recruit from them developers at Bulgaria, Ukraine with fast time to market. They respond fast to our requests and needs, be that a simple administrative issue or a complicated HR one.

They are very flexible in terms of services offered to us, being easily adaptable to our often-non-standard requests. They are indeed transparent to the core; be that involvement in the employee search or an invoice we receive for the services requested we know exactly what is going on.

Are there any areas for improvement or something they could have done differently?

Nothing I can thinks off

BACKGROUND

Please describe your company and your position there.

3SS builds frontends for VOD and automotive solutions. I am the CHRO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire New Line Technologies, and what were your goals?

Transferring our know-how and expertise in VOD to the automotive area for HMIs (Human-Machine-Interfaces).

SOLUTION

How did you select New Line Technologies and what were the deciding factors?

NLT approached us. We appreciate the high quality of their developers, their flexibility, and the easy collaboration.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

When we onboarded NLT, the project was ongoing. NLT participated in the planning, design, development, and testing of the solution.

How many people from the vendor's team worked with you, and what were their positions?

Between 2 and 3 as medium to senior software developers.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

The project is still confidential. However, the deliverables produced by NLT are of high quality and were delivered in a timely and reliable manner.

Describe their project management style, including communication tools and timelines.

Project management was done by us. Overall communication is very fast, direct, and open.

What did you find most impressive or unique about this company?

The speed and flexibility in reacting to changing circumstances and their willingness to find the best possible solution for us as their clients.

Are there any areas for improvement or something they could have done differently?

No.