Solweavers

BACKGROUND

Introduce your business and what you do there.

I’m the head of ICT at Cobranet, an internet service provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Solweavers?

We needed someone to implement a new ticket management software to manage trouble tickets from our customers. Our previous system was not able to do that at all.

SOLUTION

What was the scope of their involvement?

We had a requirement document that they analyzed. We arranged for a couple of meetings with them to divide the job into phases and communicated before each phase. They were able to provide each of the phases we needed. They used JavaScript. For the frontend, they gave us a Windows-based application which we installed across all networks.

We’ve integrated that system with our current billing system in order to pull customer records and updates. They provide us continuous and efficient support for that application as well. They handle any bugs or any new features we want.

What is the team composition?

I interacted with one or two people on the team.

How did you come to work with Solweavers?

A friend referred them to us. We met with them, discussed the project, and they showed us a lot of the projects they had done. They gave us an attractive offer.

How much have you invested with them?

We’ve spent $50,000-$199,999.

What is the status of this engagement?

We started working together in January 2017 and the work is ongoing.

RESULTS & FEEDBACK

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

Our system is live thanks to Solweavers’ functional deliverables. Customers are using our Windows-based frontend. They fix any minor bugs that happen in a timely manner. They’re really passionate about what they’re doing and they’re always giving us ideas and trying to help us whenever we face a challenge.

How did Solweavers perform from a project management standpoint?

Their project management has been good. We communicate through email, Skype, and phone calls.

What did you find most impressive about them?

They created a responsive and up-to-date user interface. The technologies they’re using are good.

Are there any areas they could improve?

Sometimes they don’t stick to the timelines completely, and that’s because this business isn’t always easy. They haven’t caused any major delays.

Do you have any advice for potential customers?

Clearly document requests and agreements on paper before you start.