What evidence can you share that demonstrates the impact of the engagement?
I don’t have exact figures, but the main benefits from this project are in terms of the quality and quantity of tasks which we are now able to perform due to the system. We’re able to communicate with clients and process leads at the same time. We’ve increased our productivity threefold, and all client information (calls, SMSs, notes, meetings) is now stored in one place. This has helped us collect and analyze information about client states more easily.
How did SKALAR perform from a project management standpoint?
The communication was generally well done, but we did experience some issues. The business people from our company were not very clear on what they wanted to receive from the system, so we’ve had to change some interface functionalities. This was because of organizational issues within our own company, so it’s not reflective of SKALAR’s work.
What did you find most impressive about them?
They’re not a very big or structured company with rigid development processes, but they are client-oriented, so they try to understand what their clients want. They put effort forth to provide beneficial results, and because they understand the business side of IT implementations more, they’re able to propose better solutions and business-process schemes.
Are there any areas they could improve?
No.
The system has streamlined internal business processes, improved customer service, and substantially increased overall productivity. SKALAR’s team is communicative and able to deliver accurately despite unclear requirements, all while remaining client-oriented.