Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
The app we had before we started working with them was essentially broken and yet we still had a usage rate of 5-10% of our client base. Since then, our customer base has not only grown by almost double but the usage rate moved up 60%, so we have many people using the app now. We have lots of people that use the app solely for their business as opposed to using the web client that we get people to use. We have had a lot of great feedback for the app not only just in Canada and the United States but worldwide, and we are quite happy about that.
There were a couple of times where we did not realize there were functions within the app that we could use. One example was fingerprint scanning for login. A few of our customers were unhappy that they had to log into the app every single time, which we did for security reasons. Steamclock Software brought the idea that we could install fingerprint scanning for logging in. This solved many issues for those customers who then became happy and very keen in using the app.
As well, we did not have the idea of taking payments in the app, but they were able to outline a few ways that we could do it, which was beyond our expectations. We assumed that we were going to be unable to do this, and yet they were able to come up with a few methods that ended up working for us.
Over the course of the last year and a half, they have done nothing but great work for us. They have been very easy to work with. They have been very reasonable with our requests. I will be the first to admit that we have not always been the easiest client in terms of deadlines or expectations, but they are always able to manage us and keep us happy. We very much enjoy working with them.
How did Steamclock Software perform from a project management standpoint?
They have been excellent about constantly communicating with us and letting us know when things need to be done. We have phone conferences with them once a month, and sometimes they come over from Vancouver to Victoria to chat and plan. We always enjoy seeing each other, so we are more than open to that.
They gave us very reasonable estimates and expectations of their work. Their hourly rate is reasonable. They have been great about letting us know the hours allocated in the invoices that we get monthly. They break down every half hour and hour letting us know what was worked on. Every time we pay our invoices, we know exactly where our dollars are going towards, which has been great for us.
They were flexible in giving us multiple options for different project management software to use with them. We were able to put them into our JIRA and Bitbucket backlog so that they can see issues as they pop up in real-time. They made a process of reporting bugs and potential errors. They attack the crashes as they happen and are good about communicating with us when they think something should be fixed or removed. Since Steamclock Software also uses that software, it really worked out for us.
What did you most impressive about Steamclock Software?
The main thing that is always outstanding for us is that they are good people. We have great conversations that do not always involve work. We have talked personally, as friends. They are very easy to talk to. They would be someone that I would be fine going to dinner with, which you do not always find, and we are very appreciative that they see us similarly. We appreciate our relationship with them.
Are there any areas Steamclock Software could improve?
Once the majority of work was done, they go into maintenance mode and communication would not be as proactive as before. We used to do weekly checks, and that dropped off because we were not sure that they were needed, and then they completely dropped off unless we started talking with them. But once we had a conversation about it, they changed that right away.
Another small criticism of ours is when we looked at several different apps Steamclock Software created, there is a familiarness to them. But since not a lot of these apps are cross-industry, it was not a big deal for us.