Roswell NYC

BACKGROUND

Please describe your company and position.

I am the Performance Marketing Manager of a consumer products company 

Describe what your company does in a single sentence.

Pet Food Company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Roswell NYC to accomplish?

• Improve Email & SMS Marketing
• Improve Customer Retention

SOLUTION

How did you find Roswell NYC?

Online Search

Why did you select Roswell NYC over others?

Klaviyo Certified Email Agency

How many teammates from Roswell NYC were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Roswell is responsible for managing both our email and SMS marketing campaigns. The scope of work encompasses various tasks including:

• Creation, strategy, and optimization of email marketing campaigns and flows including design and copywriting
• Monthly email and SMS marketing calendar management.
• Provide industry expertise and continuous recommendations of optimization tools.
• Perform A/B testing across email & SMS efforts
• Provide segmentation& sending strategy.
• Monthly & adhoc performance reporting.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Continuous improvement of performance metrics (open rate, click rate, unsubscribe rate, ROI) based on internal and Klaviyo provided benchmarks and timely execution of email & SMS deliverables.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Roswell is meticulous and organized in their project management and have continuously provided all deliverables in a timely manner. They are quick to respond and pivot when business needs change.

What was your primary form of communication with Roswell NYC?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Over the last 2 years, the Roswell team has become experts in our company's products, values, tone of voice, and brand story. We are continuously impressed with their strategy recommendations that prove they have a deep knowledge of not only our brand but also the evolving email and SMS marketing landscape.

Are there any areas for improvement or something Roswell NYC could have done differently?

While Roswell brings a ton of technical strategy expertise, we would love to see them bring more email & SMS content examples that they are seeing from other companies that they find both interesting and engaging and workshop with us to really push the limits on our own program.

BACKGROUND

Introduce your business and what you do there.

I’m the VP for e-commerce at Heat Makes Sence, and we sell haircare products. We have brands in different places in the market: Amika is salon-focused, Eva is mass retail, and PYT is traditionally sold in malls and stand-alone shops. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Roswell NYC?

When we started the website, it was only about Amika (which was our biggest business right now), and it had just been re-platformed on Shopify. All the other websites were in varying levels of development and care, since different teams were only working on it when they could, and it wasn’t organized. 

When I came in, we were trying to reinvent the entire customer experience and focus it more on customer engagement and shopping through our direct-to-consumer channels. We were trying to grow excitement around each of our brands. We needed help with all our IT development needs.

SOLUTION

What was the scope of their involvement?

Roswell works with us on all of our development needs, including site re-platforming, subscription model implementation, UX/UI design, and finding best practices for email. They also manage our SEO efforts and create on-site content — they have been a catch-all agency for us in a lot of ways. If Roswell doesn’t have the in-house expertise to deliver a task, they recommend partners that they trust will be a benefit to our business.   

Roswell revamped our brands’ websites from top to bottom and only utilized some of the existing frameworks and branding assets. There used to be a site for each of our brands before, but they were on different platforms and were very much all over the place. Roswell has built the new sites using Shopify. 

Additionally, they have developed around areas of conversion optimization and added features for our customers, including a loyalty subscription model, content-rich pages, landing pages, and product detail pages. They told a story for both our brands and products, and they gave personas and identities to our items. For our blog, they featured our social aspects through content creators, which also helped in improving our organic traffic and SEO. 

Roswell has also implemented mobile optimization, which was like building an additional site. That was important for our market considering how much business was mobile nowadays. They worked on removing barriers for customers on their path to purchase — which means requiring fewer clicks and making processes more efficient. We created a space for them to get to know our brand and offer them a product they can’t get at their regular supermarket or retailer.  

What is the team composition?

Roswell has provided resources for each of our brands. We changed the number of developers and hours they were putting on each task depending on our needs. There are at least 2–3 people that we work with directly, with whom we built rapport, good relationships, and trust. We have also worked with another 5–10 teammates on a less regular basis for email best practices, UX/UI, tag management, and more. 

How did you come to work with Roswell NYC?

They were highly recommended by colleagues I’ve spoken with. 

How much have you invested with them?

We have spent at least $500,000.

What is the status of this engagement?

We started working together in September 2017, and it’s ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Since working with Roswell, we’ve seen increases in all our KPIs, such as lifetime value, average order value, conversion rate, and profitability. Our business has experienced growth and success due to our partnership with them.

How did Roswell NYC perform from a project management standpoint?

Roswell is very nimble — they let us drive what would be best for our business and they quickly accommodate our requests. 

Generally speaking, I ask them to overshoot a little bit when we estimate timelines. They’re incredibly excited to work with us on our various projects, but I would rather finish our tasks earlier than scheduled because the timeline has been overestimated. We’re super pushy, but they go above and beyond and give us 120% if they can. 

We’ve been using Basecamp when we do redesigns. However, we have used Assana most of the time as our project management software.

What did you find most impressive about them?

Roswell is incredibly accommodating. We’re very demanding as a client, since our team is under a lot of internal pressure to get things done and move projects along. Roswell has always worked hard to scale their support. If we need more hours, they are flexible even on short notice to help us on projects that came up at the last minute. I’ve been on the phone with one of our project managers at 1 a.m. — they’re always readily available to us. 

Roswell is dedicated and committed to getting things done. We trust their company, quality of work, and abilities, and we have built meaningful relationships with their team. We meet with them socially and consider them as our friends. Roswell does great work, and they’re great people, too. 

Are there any areas they could improve?

There are definitely times when they are very optimistic because we all want to get something done. What ends up happening is we squash the user acceptance testing times significantly down or make larger accommodations in that space. If there are any bugs that we need to work out, sometimes we’ll be a bit short on time to make adjustments — that’s something we’ve been discussing, working through, and trying to figure out with them. 

They’re the very last stop in our process. After they finish their work, that goes up in front for everyone to see. If we have delays from the design side, everything else is affected. 

Do you have any advice for potential customers?

I don’t think anyone going into work with Roswell would be shortchanged. Their future customers are really lucky to experience the growth that they’ve has accomplished — Roswell has become more experienced now, since they’ve already done a lot of projects. Additionally, they’re very specialized in terms of the different platforms they work on. Just ask for what you need, and expect to get it — Roswell is even going to overdeliver.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of an e-commerce company called J.L. Hufford Coffee & Tea Co.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Roswell NYC?

We needed help with the development and integration of our website to make it function properly and increase the speed at which the pages load.

SOLUTION

What was the scope of their involvement?

Roswell NYC has provided several development services. We had a preexisting site that the team switched over to a new platform and got everything set up. They have helped us with the site’s theme, integrated different applications to process payments, set up subscription services, and incorporated other stores’ loyalty programs. They also have done UI/UX design and adapted the site to mobile devices. 

What is the team composition?

We’ve worked with Nihar (Managing Director & Partner) along with several other people. 

How did you come to work with Roswell NYC?

Roswell NYC was already hired when I came into the company. 

How much have you invested with them?

Our company has invested over $150,000 in the last 12 months, and we’ve spent around $300,000 in total throughout all projects we’ve been involved in. 

What is the status of this engagement?

We started our engagement in January 2016, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Roswell NYC’s work has been great; they’ve been responsive, patient, and detail-oriented. The team has been very thorough at explaining their processes and taking meetings, and they haven't been forceful in their tactics. 

Additionally, some of the direct product we’ve done last year has resulted in direct and indirect revenue increase. 

How did Roswell NYC perform from a project management standpoint?

The staff is very communicative and gives us updates regularly in addition to the ones that we request. They provide us with comprehensive graphs and reports of where we were, where we are, and what our goals are. 

What did you find most impressive about them?

One of the aspects I like about Roswell NYC is the fact that they set up realistic goals and estimates and deliver them successfully every time. The team has been very good at customizing recommendations for our site and following through with what they’ve believed to be achievable. They bring ideas about how we could better utilize our assets and what we could offer to our customer base. 

They have been very attentive to all of our requests and have been extremely helpful — overall, they’re just pleasant to work with. 

Are there any areas they could improve?

I’d like for their prices to be lower, but that’s just what any business would like to see. 

Do you have any advice for potential customers?

Buy hours in bulk for any project, especially if you’re going to through a rate increase the following year. 

BACKGROUND

Please describe your company and your position there.

I am the owner and CEO of Hat Heaven, a retail company specializing in New Era fitted hats and snapbacks.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Roswell Studios?

We hired Roswell Studios for top to bottom web development and marketing strategies.

What were your goals for this project?

To build a successful webstore.

SOLUTION

How did you select this vendor?

I took experience, personal references, budget, and proximity all into consideration.

Describe the project and the services they provided in detail.

Roswell Studios designed and built the webstore in its entirety following my direction. They suggested many features that were prevalent in other successful webstores as well. They made sure the most current and modern practices in webstore building were utilized and optimized for today's industry.

After launch, they continued to give guidance and marketing strategies to make sure I was successful. They made sure Customer Retention Strategy was up to par and working efficiently as well, which has been a huge game-changer.

What was the team composition?

The team comprised of many individuals, but mainly Nihar K., chief project manager, Won T. (Programmer), Will T. (Programmer), Sarah B (Programmer), Emily R. (CRS), and Brad H. (UI/UX).

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

They have helped me build my business since its inception, so all positive impacts can be attributed to Roswell Studios and their incredible team.

How was project management arranged and how effective was it?

Project management is arranged through Basecamp and emails. Response time from queries and work orders are almost immediate and project development time is always at a steady pace. Company direction and web development were virtually accomplished in real-time.

What did you find most impressive about this company?

Their commitment and desire for their clients to succeed. They always suggest best practices for me, and they wholly understand that my success equals their success, and so they really give their all into making sure each of their projects is going to be beneficial for their clients.

Are there any areas for improvement?

No, they are virtually perfect in staff management, time management, and client management.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a medical supplement company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Roswell Studios?

We were looking for an agency to help us build apps and software we use for Shopify.

SOLUTION

What was the scope of their involvement?’

They provided Shopify development services for our pre-existing site.

What is the team composition?

I worked with Nihar (VP, Business Development & Strategy) as my main point of contact. I also had contact with two others from their team, including an account manager.

How did you come to work with Roswell Studios?

I was referred to them by one of our vendors.

How much have you invested with them?

We’ve invested $30,000.

What is the status of this engagement?

We began working together in January 2020, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Roswell has been a great partner. They do QA better than any agency I’ve ever worked with. By the time they delivered things, there were very few changes that needed to take place on the technical side. They really understand Shopify. They also have some really good partnerships that they’ve introduced us to that have become great additions to our site. I also like that you can buy blocks of hours so you don’t need a retainer.

How did Roswell Studios perform from a project management standpoint?

They’re very efficient and consistent. I like that there’s always someone technical on the calls. We use Slack and Basecamp for communication and project management.

What did you find most impressive about them?

Working with Nihar has been great. He’s made great introductions for us and he’s a problem-solver. He pushes us to get things done.

Are there any areas they could improve?

No, I can’t think of anything they could do better.

Do you have any advice for potential customers?

They’re a great Shopify partner. Get as much detail of the project that you want to be done on paper, and then scope it out. They’ll give a great estimate of what it’ll cost. They’re at the top of our list.

BACKGROUND

Please describe your company and position.

I am the Vice-Chair of a sunglasses retailer.

Describe what your company does in a single sentence.

Produce and market sunglasses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Roswell NYC to accomplish?

• Complex customer retention programme
• Cover transition period for Paid Search

SOLUTION

How did you find Roswell NYC?

To be honest, dont remember

Why did you select Roswell NYC over others?

• Close to my geographic location
• Good value for cost
• Company values aligned
• Liked the team

How many teammates from Roswell NYC were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Tasked with build up of previously non-existent retention marketing platforms for our company: Klaviyo for email and Attentive for SMS. Both flows and campaigns. In addition Roswell covered an interim period for paid search (Google) optimisation and paid social and paid search creatives.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They set up a well performing retention marketing module for us and did a good job for the interim paid search and creative cover.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Vrey supportive, turn around time was fair but could have been faster.

What was your primary form of communication with Roswell NYC?

Virtual Meeting

What did you find most impressive or unique about this company?

All team members were good professionals in their field. Nice people to work with.

Are there any areas for improvement or something Roswell NYC could have done differently?

As said we expected a faster turnaround on high priority items.