Solid Digital

Introduce your business and what you do there.

I’m the Marketing Director of Brandtrust, a research and brand strategy firm that applies methodologies grounded in the applied social and behavioral sciences to unleash the power of Human Truth and drive positive change for brands and businesses.

What challenge were you trying to address with Solid Digital?

We were looking to refresh our website, not only with a brand refresh but also by creating a better UX for our clients, employees, and other partners.

What was the scope of their involvement?

One of Solid digital’s many strengths is their onboarding and discovery phases. Solid Digital didn’t disappear into a black box and return with a completed website. Their standard practice is to have a few key meetings to clarify goals, learn their clients’ business extensively, understand the audience who they are designing for, and beyond. They invited not only the core client team but also a larger cross-functional stakeholder group to make sure that all goals and expectations were aligned—facilitating these meetings like consulting pros and asking the sometimes hard questions. They did all this work before they designed a single wireframe.

Following the completion of the “Learn” phase, we dove into the strategy and creation phases where all the visual fun began. I found the weekly meetings with my project manager and lead designer incredibly helpful, especially clarifying what was needed on our end so that I could meet due dates. I cannot emphasize enough how much I appreciated my project manager during the entire engagement. She was organized, candid, and communicative to where I never had to nudge her for a single thing. She was always 10 steps ahead of me. 

When it came time to launch, the Solid Digital team did a great job making sure the work and the client team were celebrated—something we usually overlook once a project is completed before moving onto the next. Although they tested the site extensively prior to launch, the entire Solid team was at the ready during launch day to make sure all went smoothly. I felt very supported. 

Additionally, Solid Digital trained us on the backend of the site to be able to problem solve and change things as needed, as well as a full SEO training. 

What is the team composition?

Our main points of contact and project leaders were Hayley (Project Manager) and Pete (UX/UI Designer). Our interactions with everyone — from Jesse (Partner & CEO), Marla (Digital Marketing Strategist), Derek (VP & Creative Director),  and Diana (Experience Director) — were wonderful. Moreover, we always felt the support of the large team behind the handful of people that we were working directly with.

How did you come to work with Solid Digital?

I was searching in early 2020 for an agency based in Chicago so we’d support our local economy and have an opportunity to meet in-person for the key upfront meetings. Then, COVID-19 happened, and when we finally got around interviewing for our selection process, I’d found Solid Digital through a Google search. Our defining factors were that they had some sort of home base in Chicago and expertise in UX and user journey.

What is the status of this engagement?

We officially engaged with Solid Digital in October 2020. The project would’ve been completed in April but we needed a couple of longer extensions, so the website was launched in early June 2021.

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

The website has been live for 4 months, and we’ve seen a slight uptick traffic and inbound requests so far. We’ve received compliments from clients and internally at Brandtrust regarding the ease of use and available information. Overall, Solid Digital gave us a bit of a brand refresh channeled through website design. They created a style board from the elements on the website, and we’ve implemented them into our brand style guidelines. Everything they did has been adopted company-wide.

In summary, Solid Digital put together exactly what we were looking for, a modern and brighter updated version of our website with the tools to collect the user journey analytics we desire. It has positively impacted the user journey, leading our users from one step to the next based on their needs and interests.

How did Solid Digital perform from a project management standpoint?

The team was incredibly communicative and stuck to an established timeline. We had weekly meetings with the project manager who oversaw where we stood along the journey, and they were incredibly helpful and guided us through the process. 

Also, they were great at setting expectations and asking for what they needed from us. Solid Digital went out of their way to make things as easy as possible — they took much of the heavyweight. Overall, they felt like an extension of our team, which was ideal for this project. I honestly can’t stress enough how communicative and organized they were.

What did you find most impressive about them?

We really enjoyed how candid and collaborative the entire team was to work with. It was an all-hands-on-deck project between Solid Digital and our stakeholders and we felt that our opinions and desires were heard all along the way. The trust they established with us enabled a very productive project and partnership. 

Are there any areas they could improve?

I don’t have anything. 

Do you have any advice for potential customers?

Make sure you’re internally prepared to put in the time and work on your end. A project like this isn’t something that you should put into a black box. The best experience is a collaborative one and Solid Digital can take you on that journey. 

Introduce your business and what you do there.

I’m the marketing director of Therapeutic Associates Physical Therapy, a private practice physical therapy organization on the West Coast. We’re one of the largest practices in the US.

What challenge were you trying to address with Solid Digital?

We hadn’t updated our website in over four years, so our goal was to have a complete overhaul website rebuild. We also wanted to achieve more growth through our digital marketing efforts and an improved strategy.

What was the scope of their involvement?

The first phase of our engagement was a learning phase. We had the opportunity to meet with Solid Digital and share our story, business model, and growth goals. They asked us a lot of questions that allowed them to dig deeper into our digital presence.

Then, we entered a phase where Solid Digital worked closely with us to present ideas, models, and designs for the website. From there, we went into the build phase. They built our site on WordPress because it made sense to us to keep working on the same platform as our previous website was.

Subsequently, we entered the launch phase, and now, we’re in the post-launch phase, where they’re working on bugs and adjusting details. We hope to continue our partnership with Solid Digital on a digital growth phase.

We intend to optimize our digital footprint through SEO, so we will be working with them to identify a content strategy. We also want to get more opportunities with paid advertising and other efforts of that nature to support our growth as we move forward.

What is the team composition?

We work with a core group of five people from Solid Digital, but we’ve worked with other team members throughout the various phases. In total, we’ve worked directly with 5–8 people, and I assume that more people are working on our project in the background.

How did you come to work with Solid Digital?

We went through an RFP process, and Solid Digital was one of the companies that we looked at. We were trying to find someone local to us, and we saw that they had offices in Portland and Chicago, so we reached out to them.

Then, we went through an interview process. We really liked what they shared, their core values, and how they present themselves. They seemed like a fun group to work with.

We shared very similar core values, and their vision aligned to where we wanted to go, so we partnered with them. One of the key factors in our decision was working with someone who was really engaged and enthusiastic about our project, and Solid Digital came forward right out of the gates showing that presence.

We also wanted to ensure that the group that we were working with was very open to ongoing communication, and they shared that early in the process.

How much have you invested with them?

The website development cost less than $80,000, but we plan to continue working with them on an ongoing basis, and the cost is still to be defined.

What is the status of this engagement?

We started working together in November 2020, and they launched the site in June 2021. We continue working with them to support our website, and we’re partnering with them on their digital growth program as well.

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

We’ve seen an increase in form submissions and conversion rates, which we can generate more clearly now — that was something that we couldn’t do before.

We didn’t have a good platform before, so if a lead came through our site, we couldn’t see if it became a patient or not. Now, we have a better way to measure the success of our campaigns because we can see the traffic on the site and the conversion rate, and in the back end, we can see if the leads become actual patients.

Compared to our previous website, our new one is significantly different and better.

How did Solid Digital perform from a project management standpoint?

Solid Digital’s project management is very solid, and they offer great communication to ensure that everything is moving forward smoothly. They perform really well and have good systems in place.

They also seem to communicate very well within their team. It is very rare to have someone come to a meeting without being up to speed on a discussion that we had in a previous meeting where they were not present.

Additionally, they’re very good at keeping us up to speed about where we are in each project phase. If something comes up or we have a question, they’re very quick to respond, and we don’t have to wait until the next meeting.

We mainly use Basecamp for project management, where we have ongoing communication and regular updates. We also have a standing meeting where we call the project manager assigned to us and various other meetings where we discuss specific parts of the project or attend to issues.

What did you find most impressive about them?

Solid Digital’s ability to collaborate is impressive. They weren’t on this project because they needed to launch our website but because they wanted.

Additionally, they’re very open to input, feedback, and ideas, and they don’t just push their agenda upon us. Certainly, they’ve provided their feedback, input, and expertise, but they’ve also wanted to hear from us throughout every project phase to ensure that we are satisfied with the result.

Aside from the great things that Solid Digital has done and the product itself, their collaboration is great. Although they had some background working with healthcare companies, they went through a learning process, and they’ve stated throughout various phases that they enjoy working with us because they’re learning a lot. Now, they’ll strengthen their business and will be able to work with other healthcare companies.

Are there any areas they could improve?

No areas of improvement for Solid Digital come to my mind; they have a really well-oiled machine going on. They’re very transparent and clear with agendas and goals, and they ensure that we align with that.

Do you have any advice for potential customers?

Come into the project with an open mind and be willing to collaborate. Our success came from our willingness to collaborate and provide input, so don’t assume that they will do what you want without your direction.

Introduce your business and what you do there.

I work for Vevo, a music company and joint venture of Sony and Universal. I’m part of the product and engineering team, so we’re in charge of the applications for Vevo.

What challenge were you trying to address with Solid Digital?

We engaged with Solid Digital to increase our velocity and improve the way we scaled. We have a bunch of partnerships with other smart-TV-connected device platforms in the marketplace, and we were trying to launch faster, but we were limited on people. We wanted to use the experience Solid Digital had working across different platforms.

What was the scope of their involvement?

We assign high-level tasks to Solid Digital. One of these tasks is, for example, getting us GDPR compliant for our app experience in the UK and EU territories. This way, users can opt into certain privacy and data collection choices that are not visible here in the US.

Solid Digital also helps us roadmap items. We have them creating designs to see how our new live page will look like, how the home page is going to be, and how it will function and respond.

Their team is also tasked with the actual implementation. They develop, test, and roll out the different assets to our different partners. We work together on a weekly format, which means we meet with them once a week to go over the deliverables and see where we are at progress-wise.

What is the team composition?

Mackenzie (Digital Project Manager) is the person I work the closest with, but we also work with Cooper (Senior Software Developer) on the weekly meetings. I’ve also met with Amber (Director of Production) and some of the designers on their team.

How did you come to work with Solid Digital?

We chose Solid Digital over a couple of other agencies that we got pitches from. Their knowledge of smart TVs and connected devices is what attracted us to them.

What is the status of this engagement?

We onboarded Solid Digital in January 2021, and the engagement is ongoing.

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

Solid Digital is working on an integration piece for one of our partners, and they’re an integral part of getting that partnership out of the door. They’ve also been creating some designs, and the internal stakeholders are happy with how the things look. Their work has been good so far.

However, there hasn’t been any measurable impact of their work on our business. During the time Solid Digital has been here, we’ve only launched on one partner, but they didn’t have anything to do with the integration and just helped us with the testing.

How did Solid Digital perform from a project management standpoint?

For project management, I would put Solid Digital on the top of agencies I’ve worked with. They’re pretty good and responsive, and our processes and communication are pretty buttoned up.

We communicate using Basecamp, and we also have Slack channels set up. Their work is code-based, and some of our engineers review their code. We use GitHub and Jira to keep track of any open tickets.

What did you find most impressive about them?

Solid Digital’s communication is what separates them from the rest. Every member of their team is located in the same time zone, which makes communication easier. I would work with them again if I went somewhere else.

Are there any areas they could improve?

I haven’t experienced any issues so far — they’ve been great.

Do you have any advice for potential customers?

Know what you want to do overall and see how fast you want to hit the ground with an agency. We took our time because we originally wanted to use them for one purpose, and our engagement shifted towards a more complete engagement.

Introduce your business and what you do there.

I’m the marketing and brand manager for a global transportation and logistics company. 

What challenge were you trying to address with Solid Digital?

We wanted someone to design and develop a new website for us, as our previous site was about eight years old.

What was the scope of their involvement?

Since our old site’s platform was outdated, they built the new WordPress site from scratch. The nature of our business doesn’t lend itself towards any online sales, so the main goal for the project was to attract potential customers to our service offerings and set ourselves apart from our competitors. We also wanted to increase our digital functionalities, mainly being able to collect inquiries and provide quotes electronically. We provided them with the content and images for the site, but they handled all front- and backend development. Having the new site encouraged us to get set up on several social media platforms as well.

What is the team composition?

We worked with at least six to eight people from their team at any given time. They provided us with developers, design experts, SEO professionals, and a project manager.

How did you come to work with Solid Digital?

I found them through an Internet search. Their team seemed to be a good size, not too big or too small. We also like that they were based in Chicago, and they were quick in responding to our inquiry. Jesse (Partner & CEO) made the engagement feel warm from our first interaction.

How much have you invested with them?

We spent about $40,000 with them on the site development project.

What is the status of this engagement?

We’ve worked together since April 2020. Since the proposed launch, October 2020, Solid Digital continues to provide us with maintenance and hosting services. We’re hoping to work with them on another project later this year.

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

I don’t have exact numbers, but every relevant metric has gone up since our new site launched. Between the updated feel of the site and our expanded online presence due to our new social media pages, site traffic has steadily increased over the past several months. They’ve also taught us how to update and add content to the site, which has been really helpful.

How did Solid Digital perform from a project management standpoint?

Our assigned project manager checked in with us at least once a week. We communicated frequently via Basecamp, keeping the engagement very transparent and accessible. If our project manager couldn’t answer a question, she would find out and get back to us quickly. We also collaborated via G-Suite tools.

What did you find most impressive about them?

Their people make them stand out from the competition. In looking for a partner for this project, we wanted to make sure our company’s ideals, goals, and personality matched up well with the vendor we chose to work with. Their team was very caring and worked to understand why we wanted certain site aspects to be a certain way. They conducted extensive research into what our top competitors were doing as well. The other vendors we looked into working with seemed like they would provide us with a less personal solution.

Are there any areas they could improve?

I can’t think of anything. They worked tirelessly to make our project successful.

Do you have any advice for potential customers?

Talk to them. Their communication skills made a project manager shift during our engagement seamless. They’ll be open, honest, and happy to work with you on any concerns.

Introduce your business and what you do there.

I’m a data analyst and project manager for the Foundation for a Smoke-Free World. The foundation researches harm reduction and cessation opportunities for smokers. We’re a nonprofit public health organization.

What challenge were you trying to address with Solid Digital?

We wanted to build a website that addressed nicotine-related data throughout the world. It’s difficult for many researchers to get nicotine- and smoking-related data in general, and our aim was to help researchers and public health experts with their research by leveraging consumer data collected from vendors.

What was the scope of their involvement?

As we had little background in web design, Solid Digital took us through each step. Their team explained all the project’s technicalities. A major challenge involved the data’s presentation because it needed to be understood by anyone, not just experts. Our main concern was the data although we hadn’t thought much about the website’s design. Solid Digital bridged that gap for us. Their team built the site in PHP and Java, with a MySQL database.

What is the team composition?

We worked with project managers and developers. The project managers lead meetings with the developers present in most of them.

How did you come to work with Solid Digital?

The foundation requires that we initiate an RFP process for all projects. We shortlisted eight of the companies that responded to our request, and Solid Digital was one of two candidates that had built data-centric websites. We chose Solid Digital because their proposal best fit us.

How much have you invested with them?

The project cost $90,000.

What is the status of this engagement?

We started working with Solid Digital around August 2019 and launched the site in January 2021. We also had a one-month service agreement with them to troubleshoot any website challenges.

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

Solid Digital had several experts present during every meeting, which was one of their best qualities. Their design, development, and content experts gave us firsthand accounts of what would be best for us. Their developers were friendly and willing to go the distance for us. Their entire team was highly professional. Solid Digital met timelines, and any issues came from additional requests that we brought.

How did Solid Digital perform from a project management standpoint?

For project management, they used Basecamp. The platform enabled us to directly contact the developers who quickly responded to us. Their Gantt charts were spot on. Although they had 1–2 days slack times, they didn’t need it.  We had a good information flow coming back and forth, so nothing was ever hidden from us.

What did you find most impressive about them?

This was my first experience working with web developers, but I was impressed by the work. The foundation has multiple websites, and I’ve heard about issues with other vendors. Fortunately, I didn’t face any issues with Solid Digital. We’re impressed and looking to give Solid Digital more work.

Are there any areas they could improve?

Solid Digital built graphic visualization components with limitations. The visualizations weren’t as good as the BI tools we normally used. Solid Digital could gain a bit more expertise in that area.

Do you have any advice for future clients of theirs?

Clients should be certain about their functional requirements. At times, we couldn’t provide answers about certain functionalities and Solid Digital helped us. Having all the information upfront will reduce the time needed to build the product.

Please describe your company and your position there.

We provide a clinical collaboration and communication platform for healthcare organizations from large enterprise acute care to ambulatory physician practices to long-term care facilities. I am the Chief Design Officer.

For what projects/services did your company hire Solid Digital, and what were your goals?

We hired Solid Digital (SD) to provide support and guidance for the more technical issues we were having with our website that was in WordPress using Beaver Builder.

How did you select Solid Digital and what were the deciding factors?

We heard about Solid Digital from an acquaintance so we interviewed them. Jesse, Derek, and Jessica jumped on a call with us and we loved their attitude and knowledge - they understood the needs and got everything that was important to me. Jesse got what was important to talk about. I loved how Derek jumped into the weeds on tools (such as Elementor) and got into details of strategy, etc. on early calls. This is what sold us on them.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The scope of work was basically a support contract with us because we weren't ready to redesign the site yet and they were a bit pricey to do that, so we just hired them to be there when we needed help. We also had some specific needs right away such as fixing backend issues and conflicts with custom code from a previous developer.

How many people from the vendor's team worked with you, and what were their positions?

Here's a rundown of who worked with us. Amber, a great project manager (replaced eventually by Mackenzie). Derek early on as Creative Director for strategy things. Chelsea early on. Jessica set things up and passing us off to Amber. Peter and Michael helped with code things.

Can you share any measurable outcomes of the project or general feedback about the deliverables?

They did a very good job in project management (something I see lacking in some of our other vendors who tend to be less expensive and use up fewer hours, but don't list things out well and therefore miss things - gets haphazard). PM was great for the most part. The work was usually what we expected and done well. There were a couple of little things that we had to go back to them on that weren't right, but that was minimal.

Describe their project management style, including communication tools and timelines.

Basecamp was great. Their project management was really top-notch. I always felt we communicated well and the process was good. They hit timelines.

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

The knowledge, attitude, and listening skills of Jesse and Derek along with their aesthetic sensibilities and ability to understand what was needed and how to address that is what was most impressive at the start and what sold us on Solid Digital. Amber's project management, professionalism, attitude, and hitting deadlines were unique and impressive as well.

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

Their price was a bit high. They also seemed to really blow through hours too quickly for projects that seemed not to need that much time. We planned on them maintaining the site (which might have been a communication breakdown between us), but we had to ask them to update plugins, etc.

Understandable miscommunication because they thought they were just doing things when we requested things. But, we are used to maintenance from website vendors where as part of $150 or $200 per month, they keep everything updated and give an hour of support, etc.

When we asked them to update plugins, I think it was about 8 hours of work (at $150 per hour). I might be wrong on the details, but something like that. It was surprising and gave insight into how we were burning through hours so quickly. We ended up moving to another vendor with who we have a relationship for other stuff so it made sense and costs less and uses fewer hours to do things like that. So I think it played into our decision some. Though I would definitely consider using Solid Digital again.

Overall, I was happy with them. Also, towards the end of our support hours, I think they had kind of forgotten about us. Amber was getting busy on other things and passed us to Mackenzie who didn't check in much, but we were on support hours, so understandable. Might wanna check-in with customers more often though just to keep that relationship going.

Introduce your business and what you do there.

I’m a senior marketing manager at a B2B wholesale food products distributor. We don’t sell finished food products; rather, we sell the ingredients that manufacturers use to make consumer food products.

What challenge were you trying to address with Solid Digital?

Before I even joined the team at St. Charles Trading, it was immediately apparent to me that the website wasn’t functioning the way it should’ve been. While interviewing for my current position, I had trouble learning about the company online. 

As I got more involved in marketing, I wanted to take that experience and use it as an opportunity to help the organization communicate our brand and core values to customers. I knew that if I — as someone with a vested interest — had trouble getting in touch with the organization, people less invested never stood a chance.

What was the scope of their involvement?

We’ve launched two websites with Solid Digital within the last year. We had a preexisting relationship with them, so the most recent project was quick and easy. Every project we do with them starts with a discovery phase. They have a concise set of questions that cut to the heart of whatever we want to get to. Following that, they do their own research and deep dive.

Their deliverables vary job-by-job, but generally speaking, they deliver a fully functioning, published website. For our most recent website, that happened in a matter of seven weeks. They built our website using WordPress and an Elementor plug-in. Elementor is a UI overlay that takes WordPress and turns it into a drag-and-drop platform, making it that much easier to edit.

At the end of every project, Solid Digital leads a CMS training. They show us how to use the page-builder and continue to maintain our site. Being able to have somebody on our team dedicated to updating the website, rather than having to constantly reach back out to a developer, has been a big value for us.

The initial projects are completed, and the sites are available to the public. We now have a service and support agreement with Solid Digital, so they help maintain our sites and hosting. They send pretty detailed reporting about up-time and WordPress updates, amongst other things.

If a website is static and unchanging, it can only do so much. For that reason, we’re constantly in talks with Solid Digital to make additions and changes to the site. We’re also participating in Solid Digital’s Digital Growth program, which has been a huge asset to us as an organization.

What is the team composition?

We have worked with Rachel (Project Manager), and she’s an incredible project manager. For our most recent project, she kept us on track the whole time; in fact, she did such a good job managing the project that we were able to do a soft launch ahead of schedule, despite a really expedited timeline to begin with.

I had close contact with everybody on the team — they were all willing to help out and answer questions. Rachel kept everybody on the same page and made sure we were on the right track to launching on time.

How did you come to work with Solid Digital?

I spent 2–3 months researching and trying to find the right developer. I previously did a lot of digital work, so I knew the value of a good partner in the web design and development arena. First, we did an internal discovery and spent some time putting together an extensive list of websites that impressed us. Then, we figured out who developed those websites. We ended up considering three companies, and the conversations quickly turned to the kind of relationship we expected to have with the people in the organization — that was a big factor for us.

We had a meeting with Jesse (Partner & CEO) and Derek (VP & Creative Director), and it was immediately apparent that Jesse ran a tight ship, and that he wasn’t going to sell anything that he didn’t believe in or that wouldn’t help us. In that first meeting, I brought up a few ideas that I was excited about, such as track functionality. He recommended that we get the website published and then start building a case for implementing other tools. I respected that — it would’ve been an easy opportunity for him to sell more services and really expand the project. I know a lot of other companies would’ve jumped at that opportunity, so Jesse’s careful and methodical approach has been really valuable to us.

How much have you invested with them?

We’ve spent between $90,000–$120,000. The second project was smaller, so it cost a little over half the price of the first one.

What is the status of this engagement?

Our first conversation with them was in February 2020, and we started working on our first project together in late March. We did our second project in less than half the time of the first one. 

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

On our old website, the only way for us to get leads was if people chose to email or call us. Our new website has several contact forms. We’re able to track who’s reaching out and why because copies of those contact forms are sent to our marketing email. Then, we can process that data. 

Being able to track marketing qualified leads — people who were previously customers who have now inquired about a product — has been a huge asset. I’m sure there are other ways to build out that functionality within an organization, but it’s so simple to have a copy of the email sent to our marketing team. I wouldn’t have thought to ask for that, but Solid Digital offered it. The little touches like that have been incredibly valuable.

How did Solid Digital perform from a project management standpoint?

They’re great communicators. Rachel in particular is great about keeping things on track. We ended up pushing back the deadline a little bit on our first project, part of which was due to having such a small internal marketing team. We developed all of the content in-house, including the copywriting and photography, save a few stock images. Since we’d never tackled that as a team before, developing the content was a huge task for our first website. The first project had a few delays, but Rachel was always very clear about how delays would affect the overall deadline for launch.

Then, our second project was ahead of schedule, and Rachel helped facilitate that. We went right from our first project to the second one. My team had three weeks to create and upload content. We got that done on time, and Rachel found time in the review process to accelerate their QA and crosschecking of the website's functionality. We were able to soft launch the website almost a week ahead of time.

What did you find most impressive about them?

Their organizational mentality sets them apart from other companies. Jesse cares more about the business relationship than the sale, and that’s been very clear throughout the process. I’ve worked closely with Jesse at the start of both projects, and we’re in conversations now about a third project. The way that he structures their organization to focus on customer service and addressing unique customer needs without getting out of hand in regard to sales has really set them apart. 

Beyond that, their Digital Growth program is very valuable, and I wouldn’t expect any other web developer to provide services like it. One of the things that makes Solid Digital unique is that they’ve done a lot of websites in different industries, but they always produce good work. I’ve come across a lot of companies that do web design en masse, and that’s how they make a dollar. Solid Digital is in a sweet spot of not being too expensive but also being very professional and doing a great job.

Are there any areas they could improve?

One challenging area has been trying to work with some of their more technically knowledgeable people for implementation with separate systems. For instance, I had to have several conversations with some of their technical staff and developers to configure domain name system (DNS) settings properly. That ballooned to involving our IT contractor. 

It would be helpful if they had some kind of cheat sheet that explains common problems or changes that need to be made so that people with less experience in the technical realm can quickly and easily understand what needs to change and why.

Any advice for potential customers?

The most important thing for any future clients of Solid Digital is to be very honest about what they need. Solid Digital can get it done. Also, don’t be afraid to challenge your own assumptions about what you need to get the results you want. Trust that the team at Solid digital will provide sound counsel regarding a lot of the ideas people have for their own websites. They could even step back the scope of the project and get the same results that you expected.

Introduce your business and what you do there.

We’re a membership-based nonprofit that focuses on R&D for developing manufacturing technologies. Much like a consortium, we bring together smaller manufacturers, pair them with multi-billion-dollar companies, and help them develop projects that digitize and streamline their manufacturing processes.

I’m a communications and design associate at the organization. I also serve as the main point of contact for managing our relationship with Solid Digital.

What challenge were you trying to address with Solid Digital?

We recently went through a heavy rebranding process in 2019. The vendor that was referred to us did it in two parts: first the rebrand and then the website. 

The rebrand went well, however, the website was a little more challenging. We faced missed deadlines that pushed back the launch date twice, and there were a lot of turnovers. They also couldn’t provide the level of security that we required.

Eventually, we turned to Solid Digital to redo our site on WordPress.

What was the scope of their involvement? 

Solid Digital was tasked with completing our WordPress website, helping to build out our security infrastructure and providing hosting services on AWS. They did a great job adapting our original site considering that they didn’t write the initial code. 

Now, they stay on for general maintenance. If there’s a bug, we just send them a quick message, and they help us figure it out. We’re also open to building out the relationship for future design work and more.

What is the team composition? 

During the coding process, I got to speak to the COO a couple of times, which I thought was pretty impressive. From there, we’ve had a couple of different points of contact. There’s an engagement manager who handles our month-to-month invoicing, a project manager who is the point person for everything, and the director of technology. 

Touching base with the tech director helps us make sure that everything is working smoothly. If there are any high-level questions, they’ll address them.

How did you come to work with Solid Digital?

When it came time to start researching different vendors, we tried to keep it local. I found Solid Digital and scheduled calls with them along with some other vendors. 

In the end, we went with them after speaking to several people on their team. I liked that we weren’t siloed to one spokesperson and were given opportunities to really flesh out what we needed from their services. At the end of each call, our engagement manager would have an action plan to schedule meetings with the COO to get a better feel of their offerings, or I could speak with their developers.

How much have you invested with them?

So far, we’ve paid just under $30,000. They work on a bank of hours, meaning we buy a certain amount of time per month that’s dedicated to servicing the website.

What is the status of this engagement?

We first spoke with them in March 2020, and we’ve hired them full-time as our web developer and hosting service. 

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

It goes back to how personable they are. Before one of our meetings, I’d mentioned to our engagement manager that I’d just gotten engaged, and then out of nowhere, I received a package from Solid Digital congratulating me! It had little trinkets like candles and a board that counted down the days to the wedding.

That gesture was really telling of their service overall. It showed that they were thoughtful, generous, and all-encompassing good listeners.

How did Solid Digital perform from a project management standpoint?

It’s been good, so far. We have standing monthly meetings where we discuss whatever projects are going on at the time. They’re also always available via Basecamp and are pretty responsive, especially when it comes to addressing a bug. If there’s anything urgent, they handle it right away.

One thing that I want to emphasize is their level of expertise. There’s a lot of comfort, at least with me, in knowing that they know what they’re doing. With our last agency, they only supplied the bare minimum. We were often met with an “I don’t know” when we had questions about security bugs. 

But that’s not the case with Solid Digital. No matter the issue, we can bring something to them and not only know that they’ll handle it, but also that they’ll do so in an appropriate amount of time.

What did you find most impressive about them?

As I mentioned before, they’re really good listeners. I remember during all of our meetings before we signed our contract, it was very easy to feel like they knew exactly what we needed and where we were coming from.

The COO was very attentive, as was the rest of his team. They didn’t act like we didn’t know what we needed and instead helped us define our requirements and how they could fit into that. That was really beneficial because it meant that our priorities became their priorities.

Are there any areas they could improve?

The communication between us and their project managers could be improved just a bit. For example, in our first month, we bought 40 hours of bug fixes. They handled it, but about two weeks later, they told us that they went through all 40 hours. If I had a warning that we were nearing the end of our monthly bank, I would’ve probably prioritized things a bit differently.  

We’ve since straightened out that communication, so we’re extremely happy with them.

Do you have any advice for potential customers?

Be honest about what you need with Solid Digital because they’re more than accommodating. If there’s anything that they can’t provide, they’ll tell you. It’s also clear that they just want what’s best for their clients. I don’t feel like just another number because they put in the effort to understand us and our needs.

Introduce your business and what you do there.

I’m the research administrator for a research development and deployment startup company dedicated to improving the internet.

What challenge were you trying to address with Solid Digital?

We needed a web presence dedicated to highlighting the research aspect of our business. We hired Solid Digital to design a website with a strong aesthetic appeal and roll it out for us.

What was the scope of their involvement?

They used JavaScript and CSS to build the site completely from scratch. Focusing on the site’s architecture, they ensured that the site was easy to navigate. When we upload a publication, we can tag the researchers who participated in that publication. Then users will be able to find those publications when they visit each researcher’s profile.

They worked on the design and layout of the platform. For example, they prevented clutter by determining how many categories to have in the top scroll bar. Then they implemented drop-down menus when a user’s mouse hovers over different categories.

What is the team composition?

We worked with a manager and two people who managed the technical content.

How did you come to work with Solid Digital?

One of our design leads found them. Based on their portfolio and our conversations, we felt confident that they would be able to deliver a top-notch product in a short time frame.

What is the status of this engagement?

We started the project in November 2019 and wrapped it up about a month later in December.

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

They were very pleasant to work with. They let us make the decisions on the project, but they used their expertise to guide us. They were good at articulating what they thought about certain aspects of the project. As a result, we were able to carefully consider their input and determine if there could be a better way to do things.

How did Solid Digital perform from a project management standpoint?

They were great. We used email and messaging platforms to communicate regularly and held calls on Zoom and Google Meets. The entire team was enjoyable to work with. They were accessible and responsive.

What did you find most impressive about them?

They stuck to our timelines and provided accurate estimations of when we could expect deliverables. They also communicated well. I doubt another company could do better.

Are there any areas they could improve?

I don’t think there was anything they needed to improve. We’ve added new features and made a few changes here and there, but we were focused on rolling out an MVP quickly when we were working on the project. In that regard, they delivered as well as we could have expected.

Do you have any advice for potential customers?

Be clear about what you want and what you’re willing to have their input on. It’s also important for your in-house team to involved with the process. You’ll need people who understand the technical and design aspects of the project to ensure you get the product you want. Finally, whoever will maintain the website after the project ends should be a part of the development. process.

Introduce your business and what you do there.

I’m the VP of marketing strategy at Intelligent Medical Objects (IMO). I’ve been here for coming up on two years. My team runs all things performance marketing: events, campaigns, digital advertising, webinars, and performance reporting.

What challenge were you trying to address with Solid Digital?

When we first engaged Solid, I was new to IMO, and the company was in desperate need of not only a website overhaul but also a complete rebrand. We set out to find an agency that could meet our needs in a very fast timeline. 

While we were looking to rebrand and launch that brand via a new website, we were rationalizing what was an excessively large product portfolio at the same time. There were a lot of work streams moving simultaneously when we first engaged Solid Digital.

What was the scope of their involvement?

Initially, our primary focus was to rebrand the company and apply that brand to the website. The company name wasn’t changing. In working with Solid Digital, we also determined that we weren’t going to change the logo. The scope became new fonts, color palettes, image directions, and things like that. We worked with Solid to identify what that looked like. 

We came in thinking that we really wanted a Drupal site, but Solid pushed back on that based on what our needs were, how we were going to manage content on the site, and how big we envisioned the site getting. They proposed WordPress as being a better solution for our needs, and it has worked out really well. Solid built a WordPress website that uses the Elementor plug-in.

We now use them for Digital Growth, their proprietary program that supports SEO. We have a monthly engagement on that end of things to ensure that we’re continuing to drive people to the website and keep them engaged. They’re helping us prioritize objectives and create key milestones and tasks to help us achieve those objectives.

What is the team composition?

We’ve had a project manager on Solid Digital’s side from the beginning who helps wrangle all of the troops on both our sides. We essentially have access to their whole team, up to the CEO, who’s on some of the projects. Depending on where we are in the engagement, their creative director may get involved. We have calls with technical people from top to bottom. I and one of my counterparts are the main points of contact from IMO.

How did you come to work with Solid Digital?

When we started out the search, our best-case scenario was to get a local agency in Chicago —someone whom we could meet in-person. This isn’t always important, but it was this time. I believe we found Solid Digital on a list of top-rated agencies in Chicago.

We reached out to a lot of agencies, and Solid Digital was super responsive. They were quick to get on a call to assess what our needs were and understand the urgency in our timeline. They put together what was by far the most thoughtful proposal that we received, and it was also cost-effective and right within our budget. Solid is a smaller agency, but they definitely have the capabilities and brainpower. They had the cultural fit that we were looking for.

How much have you invested with them?

We’ve invested at least $150,000 with them so far.

What is the status of this engagement?

We started working with Solid Digital in June 2019, and we launched the website in mid-August of that year. There was ongoing work and optimization on the website after that, and we continue to work with Solid Digital on SEO. The engagement will continue through 2021.

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

Solid Digital is bright and talented. They’re good designers and really thoughtful about the products they provide us and the ways that they approach our requests. They don’t stop thinking there, though. Solid Digital looks at the big picture and how it’s ultimately going to drive results — not just vanity metrics, but real results that are important to us and our business. 

They recognize that every business is unique in what they look at and what’s important to them. The Solid team spends time getting to know us and our personalities, and they want us to have a meaningful partnership. Solid Digital has been a fabulous partner for us.

How did Solid Digital perform from a project management standpoint?

They do a good job. I’m probably more flexible on this part in that I recognize that we’re not their only client, so they won’t drop everything at our request. Solid Digital is responsive and accommodating, and the project management team that they have on our account has been lovely and really great to work with. There’s been a bit of turnover there, but the people we’ve had have always been delightful and good at their jobs. They keep us on task and on deadline, and I’m super appreciative of that on our end. We use Basecamp to track the project, submit requests, and receive updates.

We initially looked at our relationship with Solid as a partnership that was going to move forward into the future, well beyond the launch of the new brand and website. They’ve really been a solid partner in that regard. They don’t just take our requests and ideas and implement them directly; rather, they provide feedback, challenge us appropriately, and provide guidance and insights where needed. This ensures that not only are we getting what we want, but that we’re also going to end up with a product that drives results.

What did you find most impressive about them?

Their Digital Growth Program is somewhat unique to them. They have a proprietary formula and approach to quantifying a web presence, which they coined and built out for their clients. They apply it to their own business as well, so it’s not just something they’re selling us. They’re continuously making tweaks and modifications to the process, so we benefit from what they’re learning while going through the same process as us.

Are there any areas they could improve?

They could stand to push us a little harder on some things, to do more and be better. I think that we could stand a bit more pressure.

Do you have any advice for future clients of theirs?

The advice I’d give to any agency is for the client to be honest and direct and share what’s going on in their business, to the extent that they can and that’s appropriate. The more information Solid Digital has, and the better understanding they have on what our goals are for the year or longer, the better able they’ll be to build out a plan and ultimately results in direct support of those business goals. Clients should look at Solid Digital as a partner, and, in that partnership, each party should be equally informed.