This review was updated on April 30, 2018 by the client. New content is below.
How has the project progressed since the time of your original review?
Ready4S completed our proof of concept in July 2017. Our product was in beta testing and has been approved to go live with a major client. It hadn't launched yet due to delays and communication problems. We tested the product operationally in conjunction with our other systems. Thankfully, it’s fully compatible. We’re now in full production mode and the number of customers using our bike program is beginning to ramp up.
Is there anything that the vendor did well or that you would consider a strength?
My main takeaway is that Ready4S is a great team for building a product. We had a positive relationship for most of the project. They allocated resources properly and quoted an accurate price. They excelled at the test and learn phase and built a strong proof of concept. They assigned us a strong team during the pilot development phase, but their depth of support resources is less than ideal. I hope they will provide a more desirable level of support to accommodate our growing user base.
How was project management handled?
Before our offering was live and operational, we worked ad-hoc and didn't notice any changes in the level of service.
Our Service Level Agreement allocates a set amount of developer hours we have available. The dip in service level came into focus in January once customers started reporting issues with the login function. Now, the iterations seem slower. Potentially, we focus too much on the performance timelines. We assumed their service quality would be consistent during the maintenance phase as an ongoing customer.
How have Ready4S structured their fees?
Our first investment was fixed price, which they adhered to. Now, we pay them a monthly fee for maintenance. Annually, that probably equates to 10,000-12,000 GBP ($13,500-$16,350) a year.
In what specific areas can they improve?
I'm less likely to recommend them for ongoing maintenance. It’s harder to resolve existing problems in a live environment. They made recent staff changes in January, and the original team was more responsive and easier to work with. Our account manager, who is responsible for much of our success, left the company. I’m not sure if our project manager is still involved. My operations manager has struggled to contact him and with the new team’s overall communication. This is a shame because they contacted us rapidly until 6-8 weeks ago.
Have they been responsive to feedback?
I haven't seen any adjustments since we voiced our concerns, so I'm not happy leaving a positive recommendation for them when the quality is now lacking. We've been trying to get some traction out of them for a long time.