Could you provide some background information on what your company does?
I represent a freight forwarding company. We arrange international transport for our customers. Others and myself are located in Poland, but our mother company and sister companies are located in other European countries.
We purchased the Salesforce platform for our company quite some time ago. We had an external company implement it for us. From that point forward, the software was not really maintained by anyone in terms of administration. There was of course general, daily administration, but there was no formal guidance towards development, or increased functionality.
Later, I was appointed to the Eurogate Group of Companies to maintain it and to begin the much needed development work. I began conducting research on potential development partners. I ended up receiving a shortlist of potential companies from a Salesforce representative. The list included Qburst Technologies and a few others. After a brief discussion with them regarding our requirements and goals, they submitted their proposal, which I reviewed and accepted.
What is your position in the company?
I’m the general manager for the Polish division.
Could you describe the scope of the project? What components were involved, such as design, development, and support?
We worked much of the time remotely using GoToMeeting, so we didn't need to meet in person. I’m working with the Qburst team in India. They are there whenever I need them. Collaboration begins with email and then we connect remotely so we can talk face-to-face.
As for the scope, the software was designed and implemented by someone who didn’t really know the company or the employees in great detail. It ended up being a very blunt instrument for us. After some time, we had an excess of data that wasn’t validated. At that point, our employees began to dismiss the platform and usage began to plummet. This only added to our inefficiency and it really meant we had wasted a lot of resources on a system that ended up being entirely neglected.
Qburst worked with me to identify those bottlenecks and we were able to validate all of our data. We also added some forced functionality to the platform so data wouldn’t fall through the cracks or end up unused.
We are using basic functionality because we have the professional version only. We are not ready yet to upgrade to the advanced versions. We are using the system to first record all of the information on Eurogate companies and second to distribute access the entire organization. We are also using the system to handle leads registration, accounts registration within accounts for prospect customers, customers, suppliers, non-operational suppliers, and contact staff.
We have two or three sections similar to tabs where we have customized items, but this had been done in the past.
Could you provide a sense of the size of the initiative either in monetary terms or in personnel dedicated to the project?
I was really the only representative from Eurogate, and Qburst dedicated one developer. This allowed us to minimize the budget requirements. It was much cheaper than working with Polish consultants who are usually five times more expensive than their Indian counterparts.
Has the project been completed, or is it still ongoing?
The first two projects have been completed in terms of objectives met, but they still provide ongoing support for malfunctions and other related issues. In this sense, we request their assistance with a problem we are having. They provide a solution or fix, and once it is complete and we approve the outcome, they charge us. We are now in the process of agreeing on a third project.
How would you evaluate QBurst in terms of performance?
My experience with them has been very positive. It’s not the same experience as working closely with developers on-site. In terms of effective cooperation, the partnership has been quite positive. I’m actually surprised that I managed to do this.
When we finished the first phase of the project, I had a presentation for our management team. This was something new for us because in the last few years, no one was handling the development of the system. Suddenly, someone proposed that we handle the structure of key customers and strategy in the system.
I know that from the technology point of view, this is very simple. They finished in two weeks; they programmed the entire thing. It was not so simple for me because I lack professional training with Salesforce.
Is there anything you would consider special about Qburst compared to other development firms you’ve worked with in the past?
For one thing, I’m certain they’re working diligently after 4:00pm during a normal workday. Typically, in Europe, this is not the case. If you sign an agreement with Qburst for one or two weeks of work, they will be working on Saturdays and Sundays if they have to. They do whatever is necessary in order to complete the task on time and meet the expectations of their clients.
I have five additional questions. These are scaled questions. For each, I ask that you rate QBurst Technologies on a scale of one to five, with five being the best.
How would you rate QBurst for the quality of their work?
I would say four.
How would you rate them for scheduling, as in being on time and meeting deadlines?
I would say four as well.
How would you rate them for cost, as in value for your money and adhering to the original project estimates?
How would you rate them for professionalism, as in communication and responsiveness?
I would say four because they are in India.
How would you rate your overall experience collaborating with QBurst?
Would you recommend QBurst to others?
Yes, of course.