What evidence can you share that demonstrates the impact of the engagement?
The white paper was our number-one download on Uberflip four months after its publication. Since we launched Uberflip only shortly before the paper, we had to drive traffic to the document. We had lost a key player and the team helped us stopgap that loss. As a result, marketing and communication were key, and Rep Cap stepped up to complete the project successfully.
How did Rep Cap perform from a project management standpoint?
Mary Ellen is our “handler” because she intakes our feedback and delivers it to the writers and designers. However, we interact with writers directly on thought leader case studies. We field the writers’ questions and edit their work. We also work directly with designers on page layout. Since I’m a creative director, Mary Ellen is comfortable putting me in direct contact when appropriate, instead of filtering our feedback. Direct communication is more efficient and Mary Ellen balances both approaches well.
Since I juggling numerous daily requests, I appreciate when Rep Cap checks in if they haven’t gotten feedback yet. The messages are always friendly and timely without being incessant. Even though I manage the project, they are proactive enough to lessen that burden. I initiate meetings and tasks, but they’ll make sure everything is completed on time. Overall, the team is very fair and doesn’t favor larger clients over smaller ones.
We use Google Docs and PDFs in Dropbox to share edits and documentation, although Aon’s security measures often require workarounds for the former. Our teams communicate via email, phone, and Microsoft’s business version of Skype.
What did you find most impressive about them?
Rep Cap is no-nonsense. Other vendors charge a premium to tell a client what they want to hear. The team has a collaborative approach to success and will give honest feedback that’s frank without being aggressive or condescending. We’re excited to get their feedback because it keeps us agile in a constantly changing world. What’s more, they’re team players, which we need because Aon is built around people living and working everywhere. We need collaborative teamwork to get things done.
Are there any areas they could improve?
We had communication breakdowns a couple times when I didn’t get the return I had expected. After I gave them feedback on not digging deeper, the team processed it and reversed engineered to the original goal. Looking back, both sides could have been clearer with communication; it was a learning experience for everyone. I also appreciated Rep Cap’s ability to take feedback. If a partner can take feedback and we can grow together, I have no problem with the situation.
Any advice for potential customers?
It’s important to foster a creative environment in which everyone can grow. Approach the project with an open mind and collaborative spirit. Clients could do a snap poll or non-traditional approaches to written content. Have a set of concrete expectations, but be flexible because vendors can’t display all of their strengths at every moment. It’s beneficial that Rep Cap works with so many different companies because they see what works across a wide spectrum.