Long-Term Web & App Dev for Non-Profit
- Web Development
- $50,000 to $199,999
- July 2011 - Ongoing
- Willing to Refer
“They’ve really moved our organization forward, and they are our go-to for any type of technology.”
- Other Industry
- Colmar, Pennsylvania
- 51-200 Employees
- Phone Interview
NuCitrus Technologies developed a website, with a focus on UX and a foolproof CMS overlay, in addition to iOS and Android compatible apps. They now take on all IT responsibilities.
Intuitive project management and the capacity to instill confidence by relaying complicated technological information built a long-standing relationship. NuCitrus Technologies dedicates themselves to customer service, even if that means finding solutions outside of original scope.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I am the Founder and Executive Director of ALTEC Services, a nonprofit organization providing services and support to people in the south-eastern part of Pennsylvania.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with NuCitrus Technologies?
We were looking to develop and update an outdated website.
What was the scope of their involvement?
From my previous experience, designing a website was a very labor-intensive process because you have to feed information to the firm responsible for the design. After meeting with us and spending time getting to know us, NuCitrus was able to completely redesign our site. The new site is user-friendly, and NuCitrus was cost conscious because they knew we were a nonprofit organization.
I founded the organization 25 years ago, and NuCitrus is the third firm we’ve used. This is the first firm that has spoken to us in a way so we can fully understand what is needed. Louis [CEO, NuCitrus Technologies] is particularly good about this.
Presently, NuCitrus has taken on full IT responsibilities for our firm. We had connectivity issues between both our geographic locations and issues accessing information. NuCitrus did a complete rehaul of our technology system. We still use the server for my sense of security and to retain confidence that information is being maintained accurately.
Since NuCitrus redesigned the way we communicate in-house 2 years ago, our invoice amounts have decreased. Louis has set up systems that allow us to communicate with him more efficiently and are not as labor intensive on his part. He recognizes we have purposes for our money outside this endeavor.
Louis pointed out that our website wasn’t mobile-friendly about 2-3 years ago. They knew us well by this point, and with very little guidance from us, they converted our site to a very mobile-friendly platform. It manages everything from our donation pages through PayPal, applications needed for employment, to the marketing of our services in populations that might need it. We are easily able to maintain it by changing different calendars and posting upcoming events. We’ve been very pleased with it.
Louis created an app that could run on any iOS or Android device after I mentioned needing a major change in the way we were tracking our services. The app tracks the services my people are in, then feeds this information into billing reports. This generally makes it easier for our staff to keep track of things, and it's very simple to use for people who aren’t tech savvy.
The app went through beta testing, which was a tough process with many ups and downs, but we worked through it. Three years later, we are now at the point of expansion.
What is the team dynamic?
There are around 7-10 team members who are working on our projects, and we really feel they are a part of our organization. NuCitrus also sponsors a lot of our fundraising events. I’ve been really appreciative that their team is compassionate and that they try to learn about our industry. At the same time, they complement it without trying to build up their own company. They’ve really moved our organization forward, and they are our go-to for any type of technology we may be involved with. I truly feel they are a part of our future.
How did you come to work with NuCitrus Technologies?
My daughter had heard of NuCitrus and reached out to them. After some connections were made, I took over the discourse.
How much have you invested in them?
We’ve spent around $90,000 over the past 6 years.
What is the status of this engagement?
We started working together in July of 2011, and the relationship is ongoing.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
We’ve been very satisfied with their work, and other organizations are beginning to look at our app because of its simple user-friendly style.
How did NuCitrus Technologies perform from a project management standpoint?
Occasionally, we have issues, but especially during the beta testing of the app where there was a feeling of general frustration. In the long run, however, we knew this app would be so much healthier for our organization. Like any firm, there are times when there are multiple challenges facing us.
We had weekly telephone calls during beta testing. Louis was quite accessible and assigned a project manager to us who we communicated with at least a couple times a week during the 6-month testing period.
A couple of years ago, NuCitrus established a ticketing system which seems to work very well. We no longer have to call Louis or our primary contact to try to get something scheduled. Instead, we can go online and manage the request ourselves. I am also copied on any ticket that has been opened within our organization, so I’m always aware of what we may be having issues with and from what location.
We also have in-house meetings on a regular basis. Louis, one of his key team members, my fiscal director, and myself all participate in a progress meeting approximately every 6 months. Louis is always well prepared for our large planning meetings, and he speaks in a language I can understand. He also prepares PowerPoint presentations and presents them well. He is not hesitant to create diagrams that explain how information moves through the system.
In the past, I’ve never had things explained to me to the point where I could walk out of a meeting and make a sound decision on what my organization needs without having to call the firm back. His follow through is excellent, and he seems to find very gifted people to provide support. We also have their cell numbers, and we always know they are just a phone call away if there is a serious problem.
What did you find most impressive about them?
NuCitrus is a really polished team, and they bring a progressive sense to the corporation.
We had a situation with a particular phone system I purchased that was causing a lot of difficulties due to old phone lines. Even though NuCitrus had only been working with us for 6 months at that time, they worked hand-in-hand with the phone system’s technicians. They will do just about anything our organization needs, and they go above and beyond, even if that means pulling old wires, replacing things, and working over weekends. Everyone I talk to in-house always has something positive to say about Louis or someone from his team.
Are there any areas they could improve?
As someone who founded an organization myself, I can see what Louis is trying to do. In the past, he may have had his hands in too much, and we were often calling him for incidental reasons. However, in the past year he has been delegating, has a great team under him, and there is much less relying on him.
Service & Deliverables
"I am very pleased, but in our 6-year relationship, we’ve worked to get to the great point we are now at."
On time / deadlines
"<p>We’ve been involved in some complex projects with NuCitrus where there have been delays on either side or issues with meeting initial deadlines.</p> "
Value / within estimates
"Louis [CEO, NuCitrus Technologies] has moved us to become increasingly more cost effective. Instead of only relying on him, he has given us the skills necessary to maintain certain things ourselves."
Willing to Refer5.0
"I have recommended NuCitrus to others.