Could you share any statistics or metrics from this engagement?
Aside from giving you my approval on them, we have a huge portfolio of custom websites that they've developed for us. All of the sites that are hosted on our server and managed by QBurst, and all of the sites that are developed by QBurst, have a 24/7 support center. Anytime we have an issue with a property that is on our servers that is supported by QBurst, the response is within five minutes in terms of email response.
Depending on the severity of the issue, the resolution is determined to be within the hour. If it requires development, they will then contact an emergency developer depending on the time of day. The response time and the ability to repair issues are exponentially quicker and more efficient, for my team, than any of our other properties that are not hosted on our servers.
We do use Basecamp in some aspects with them, but most of our stuff occurs via online, email, or a specialized automated system. Any of the requests we provide are submitted through this system, and it goes to them, and they immediately respond.
How did QBurst perform from a project management standpoint?
To my knowledge, anything that was missed or an issue, was a result of a coordinated misstep or we did not provide the right information or guidance, but it was based on an equal share of fault. There have been things that have gone awry, but not because they dropped the ball, missed an email, or didn't respond. It's usually been because we didn't provide them with what they were asking for.
What distinguishes QBurst from other providers?
For an offshore company, QBurst's fluidness and understanding of American culture and business practices, even our colloquial terms in conversation, has made it extremely easy to work with them. I haven't had that experience with a lot of other outsourced companies that I've worked with in the past.
Is there anything QBurst could have improved or done differently?
I don't have anything negative to say about them. They're kind of a godsend. They have been crucial to me being able to get my job done here at this company. If it wasn't for their support, I wouldn't have the efficiencies that I have. The overnight support and the amount of manpower they provide is fantastic, so I really can't say anything negative about them.