SimTLiX

BACKGROUND

Introduce your business and what you do there

I am the technical lead at a local bank.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with SimTLiX?

They helped us build a new web app.

SOLUTION

What was the scope of their involvement?

SimTLiX has developed a web app that allows us to provide online services to our clients. They've mainly used Java and Flutter to build the program. The team is still working on the project.

What was the team composition?

We work with about 20 teammates, including a technical lead.

How did you come to work with SimTLiX?

SimTLiX actually approached us and offered their services. We ended up really liking their portfolio, so we started working with their developers on various projects.

How much have you invested in them?

We've spent about $250,000.

What is the status of this engagement?

The project started in June 2020, and it is an ongoing collaboration.

RESULTS & FEEDBACK

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

I can't share the specifics, but we've created a set of metrics to measure the project's success, and they've done an excellent job so far. SimTLiX's development team is great.

How did SimTLiX perform from a project management standpoint?

Their project management is superb. We manage the project using Jira and communicate mainly through Microsoft Teams.

What did you find most impressive about them?

We're impressed by how skilled their developers are. Additionally, SimTLiX's CEOs are always available to listen to our needs — they're heavily involved in ensuring the project's success.

Are there any areas they could improve?

No, they've done a great job.

Do you have any advice for potential customers?

I recommend working with their development team.

BACKGROUND

Please describe your company and your position there.

We work in business communications, specifically unified communications (UC), contact center (CC), and services. I´m a Software Development Manager

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SimTLiX?

We worked with Simtlix in Custom Development Projects for CRM Integrations, ETLs and Web Development. Our challenge was that we worked with them as an extended development team using their services respecting our quality criteria .

What were your goals for this project?

Our goal was to deliver the project to our customers on time, and respecting quality standards . We used several programming languages like Java and Javascript.

SOLUTION

How did you select this vendor?

It was recommended with another area on our company, our main driver to choose them was the expertise in new technologies and good communication skills.

Describe the project and the services they provided in detail.

One of the paradigmatic projects was the ServiceNow Connector, it provide the following capabilities: The contact center currently uses ServiceNow to handle customer interactions. The goal is to integrate the Contact Center Agent capabilities into ServiceNow for voice and chat interactions and provide Screenpop and Click to Call capabilities to be integrated with existing customer ServiceNow workflows.

What was the team composition?

The team was most of the time composed by: 1 Technical Leader 2 Developers 1 Scrum Master 1 QA At the end of the project we end up covering customer needs with one developer.

RESULTS & FEEDBACK

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

Our project improves the contact center efficiency having embedded agent phone and chat capabilities inside ServiceNow User Interface. The agent experience was improved because of having all the information and phone/chat interface in a single page, before that the agent needs to handle it in separate interfaces affecting their productivity.

How was project management arranged and how effective was it?

Simtlix Project management was always responsive and flexible to our needs. We used Atlassian tools like: Slack, Jira, Bamboo, Sonar and Bitbucket, the team was used to work with this tools efficiently.

What did you find most impressive about this company?

The most impressive about Simtlix is their technical skills, good people and are always willing

Are there any areas for improvement?

There is very little they can improve, one thing I can suggest is for some software developers they can improve their English communication skills in case they need to work directly with customers, for internal meetings everyone have satisfactory English level.