SHALB

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

They are a very important part of our business as we grow. They serve an extremely important function and we wouldn’t be where we are without their partnership.

How did SHALB perform from a project management standpoint?

We don’t have a dedicated account manager, so we communicate with whoever happens to be on-call. They’re pretty involved in day-to-day tasks and are fairly disciplined. We communicate via chat or email with multiple people to resolve issues.

There is a tracking system in place, but it’s not the most effective. Sometimes, we submit requests that aren’t acknowledged very quickly. We aren’t always sure our issues are being addressed, which is something they could improve. They do listen to us, and I’m satisfied with them overall.

What did you find most impressive about them?

They offer a unique model for outsourced system administration and functionality. I don’t know of anyone in the field who does something similar, especially for SaaS companies. Coupled with their technical acumen, they provide powerful value.

Are there any areas they could improve

Switching to a better tracking system like Jira would be fantastic. The current system has poor visibility. We don’t get notifications that our requests have been received and are in queue. They could kind of improve communication and their management of customer expectations. Even just giving timing estimates would go a long way.

Do you have any advice for potential customers?

Make sure there is a clear understanding of responsibilities on both sides. Establish policies in your agreement, including daily operations and strategies for those critical times when there are system issues. If you are looking for basic assistance in support and system administration, I would recommend them. We would not be where we are today without them.