Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
We’re doing the aggregation of a different system right now, but one of the end points is Google. We use Smart Chat for calls, Apex Chat for chats, and Google Applications for the email part. We’re doing the aggregation of data, and we need to explain that in a format that is easy to consume by the client. Our clients can log in and view their data on the portal. They can generate reports based on calls, emails, or chats. They’re able to see how well they’re performing or if they’re not doing well. They can see how many calls they’re getting per day, month, and year. They’re able to track the calls on a regular basis in real time. They can listen to the call and view the chats they’ve had with the lead, and they can see the emails back and forth. Last week, we just launched a feature where they can reply to the emails. Before, the lead would fill out a form and they were able to see it. Now, they can reply to that lead and keep track of what’s happening with that lead through the system. Eventually, we want to have SMS and chat as well. The clients have generally seen an improvement in lead generation, and there’s more client interaction. We’ve also reduced the amount of time their account manager needs to generate reports.
How did SolbegSoft perform from a project management standpoint?
Before I got here, there were a lot of ideas about what projects could be done. We’ve been able to capture those ideas and create a road map for three different disciplines: design, development, and release management. We’re able to organize the different incoming requests into those three road maps inside Confluence. Everything gets converted into tickets in JIRA, which are actionable and executable by the team. We were able to create the whole software development cycle in the projects we’ve been working on.
What did you find most impressive about SolbegSoft?
Their documentation is extremely strong which is very hard to get in the States. With the business analyst and project manager, we’ve been able to capture what’s been going back and forth as well as documenting different questions we have on a board of Q and A. Any questions we have, we put it on the board and we answer it. We also track questions and answers that we’ve had throughout. All the communication is accessible. We can even transfer that to the technical lead seamlessly. It’s very impressive to be able to see all that.
The execution and delivery have been on time. Because we’re doing Agile, we have a demo every two weeks for our executives. That means there are no surprises at the end of the project. We’re moving towards a Software-as-a-service environment and that transition is going very well. That’s how we want to move the company forward, and it’s proven to be very successful.
I’ve worked with a lot of companies from India, China, Mexico, and Central and South America. What I’ve learned from SolbegSoft is they’re not afraid to say no, which is a good thing. They explain why they think we should do things differently. It’s helpful to have those conversations. They bring an opinion to the table.
What tips or recommendations could you share that might increase the likelihood of success with SolbegSoft?
It’s a good idea to communicate expectations ahead of time. Being frank and having transparency has made us successful. Give them an idea, and they’ll be able to follow through in and make that idea a reality. Also, constant communication has made our relationship successful. Having daily meetings is key to collaborating with any external or offshore company. It’s definitely worked for us.