Describe the impact this engagement has had on your business.
The first functionality was delivered, but it is something I have to change because it isn’t up to my standards.
At the end of the day, it seemed like they were making some progress, but the delivery was not there. It got to the point where I stopped the project because it took a year to develop two functions.
How was project management handled?
They had no methodology. When they sell their services, they claim that they use Agile and waterfall methodologies. However, they did not provide any evidence that they were doing that. First, I asked them to share their work through a tool such as Jira so I could see the sprints and be involved. However, they were unable to provide any of that to me.
Then they said they were using more of a waterfall methodology. I told them that if they were using waterfall, they should be able to provide me with their plans. They never provided me with any information.
I also told them I wanted to have two conference calls per week where they could tell me what was going on. I asked them to show me the screens so that I could see if they understood our goals. They took two or three months to show me three or four screens and we went back and forth multiple times.
They started this function in June 2019, and couldn't finish by February 2020, so I decided to do it myself. I wanted to know how long it would take to develop the function myself. I did it within three and a half days.
Is there anything that the vendor did well or that you would consider a strength?
The account manager is good at selling.
In what specific areas can they improve?
One of the challenges was that they had to interact with an already existing website, but there was a lot of time spent explaining what functions to use. There were times I heard nothing from them, and they told me someone was sick and needed to be replaced. This happened three or four times. This went on for months.
When they changed the team in August, she asked me for another chance because they were going to commit to delivering the results. In February, when I told them to just stop, she asked for another chance saying they will commit.
I asked for a refund and I told her that I would commit to paying them if they delivered. However, eventually, I decided it was best to terminate the project because they couldn’t accommodate my requests.