This review was updated by the client on July 10, 2020. The original star ratings were: Overall - 0.5, Quality - 2, Schedule - 1, Cost - 0.5, NPS - 0.5. New content is below:
What was the scope of their involvement?
We had two scopes of work with the developer - both involved backend work. The first sprint went fine and according to the schedule with a fixed price approach. For the second one, we were supposed to adopt the previously developed backend to an updated design working on a time and material basis.
Our expectations were that the second sprint would go as efficiently as the first one went and at some point, we relaxed the control over the situation. This eventually led to misunderstandings and different views on how the work should be done and how long it should take.
The whole situation generated confusion between our companies and we decided to find another developing company to proceed with.
What is the team dynamic?
Our main point of contact was Roman (CTO & Co-Founder) and we worked with 3–4 developers on an ongoing basis. Throughout the process, we were in touch with Roman and he was very nice and easy to talk to.
Although, initially, we found it hard to come to an agreement with Andrew (CEO) we want to acknowledge that he eventually heard us and put a lot of effort into communication.
We resumed our negotiations efficiently, and we are pleased to confirm that Ralabs showed respect to our circumstances, and they agreed to satisfy our requirements and compensate for our expenses.
How much have you invested with them?
We paid $16,000
What is the status of this engagement?
We began working with them in April 2019 and the disagreements arose in April 2020. In June 2020, we terminated the collaboration in a friendly manner without any claims from either side.
RESULTS & FEEDBACK
How did your relationship with the vendor evolve?
We have gone through different stages in our relationship. As in any collaboration, we had periods when everything moved smoothly and periods when complexities or misalignments in understanding, views, or approaches between our team arose.
While we decided it was best for both teams to stop the engagement, we are pleased with the fact that the termination went smoothly and based on the future interests of both our project and Ralabs'.
How did Ralabs address the challenges that arose?
Despite misunderstandings and lack of efficiency in the negotiations at the outset, in the end, Ralabs' management team demonstrated a willingness to collaborate and to take into consideration the difficulties and long-term interests of the client. Eventually, we came to a mutual agreement that satisfied all of our interests.
Describe the impact this engagement has had on your business.
We decided to redo the project as the speed and approach appeared to be unsuitable for our needs.
As a result of the incomprehension and lack of efficient communication with Ralabs, we have gone through a difficult and burdensome period of keeping the project on hold and having complicated relations with investors and partners.
However, we want to commend Ralabs' efforts in resolving the generated complexity between our companies. We have seen the transformation in attitude and approach from their management.
I am sure that both of our teams have emerged from this crisis being wiser and more attentive. Eventually, Ralabs navigated this situation with a focus on long-term relations and the client’s interests.
How was project management handled?
The project managers on our side had to spend more time on the project because occasionally information was missed or not transferred in a timely manner to respective managers. Even though we terminated the partnership, Ralabs consented to fix the bugs.
Is there anything that the vendor did well or that you would consider a strength?
Roman, the CTO did his best to negotiate throughout the collaboration. The CEO demonstrated an ability to adapt, pay attention, and stand up for the long-term interests of both his company and his client.
In what specific areas can they improve?
We suggest that Ralabs pay attention to customer dissatisfaction at earlier stages and be more transparent in their communication. This is a good lesson for both of us and I'm sure this situation will not be repeated with new clients. We are glad to have ended this collaboration with mutual respect and understanding.
What advice do you have for clients with similar needs to yours?
Discuss everything with more attention, and clear out confusion or unexplained issues right away. Additionally, be clear and insistent in explaining your position and arising complications if you have any.