What evidence can you share that demonstrates the impact of the engagement?
We have what I’d call a “micro feedback loop” with them, by which we send them a task, they complete it, and we give feedback on how satisfied we are after it’s completed. It’s all automated. If there was something I didn’t like, I’d speak up.
How did Pronto Marketing perform from a project management standpoint?
It’s very good on the whole. I sometimes have to stay with one of their people until I get exactly what I want, but that’s the nature of the work. We went through a design change a week ago, and it took several attempts for the person working with me to really get it and deliver exactly what I wanted. That’s just a part of working together, though.
There’s not a specific project manager assigned to our account. As a result, there is no coherence in the communication and the understanding of what style we want for the website, in terms of precision, feel, and so on. It can take some time to explain things to a new person.
What did you find most impressive about them?
I appreciate that the project management, website maintenance, and hosting are under one umbrella. Before that, we had a server host separate from our website designer and management. Since we started working with them, we’ve never had a server breakdown. There’s a high level of reliability that I appreciate very much.
Are there any areas they could improve?
There is no coherence in their task management and customer relation structure. In some sense, I consider that the relationship with Pronto is more sustaining our website than bringing in new possibilities to us. That was very different from our relationship with our previous vendor.
The different people who work with me are always very polite and they do their best. This is not a complaint about the people who’ve been working with me. I really appreciate their engagement. However, there’s not a high level of customer relationship management.
Their workforce is doing well, but the weak link is with project management since there is no project manager.
Do you have any advice for future clients of theirs?
I’d mention the pluses and minuses stated here. In addition to that, I’d tell them that they really need to drive the project. You need to provide suggestions for the direction of the project.