Could you share any evidence that would demonstrate the productivity, quality of work, or impact of the engagement?
The apps developed by TecSynt are being used extensively, with thousands of transactions going through them, amounting to tens of thousands of dollars every day. People are using the app for convenience, so, if the app wasn’t of a particular quality, they would get mad at us. We’ve managed to develop a nice and stable product which works well.
We have over 200,000 active users in the loyalty program, and there are around 6,500 daily active users across both platforms.
We use other metrics to judge the app. We have 99.5% crash-free users across the last 3-month history of both apps. We have an internal rating system with average scores addressing a range of things like in-store and in-app experiences. The app regularly scores around 4.1 or 4.2.
How did TecSynt perform from a project management standpoint?
We had internal project management, so we didn’t use this service on TecSynt’s end. We have worked with their project managers, though, as well as with the rest of their management. We’ve never really had any problems; any time we needed to work something out, we stepped down, had a chat, and made a plan. Even when there were disagreements, they were amicably worked out. One of TecSynt’s project managers stepped in quite a few times when we had PMs missing on our side. He proved to be a capable, logical, clever person.
I am working directly with the developers for setting up timelines and the expectations of delivery.
What did you find most impressive about TecSynt?
Leading up to the first launch of the app, there were some extreme time pressures. There was downward pressure on me to get the app out, and we needed to make sure that the first release was right. The lengths that TecSynt went to in order to support that were fantastic. All developers put in an extraordinary numbers of hours, as did the managers. They put the right processes in place to support their people and handle the load. I was very impressed with this, given that it wasn’t really TecSynt’s problem, and they would have had every right to say they couldn’t do it. In the end, it was a success, and I’m forever grateful to them for that.
I also appreciated the malleability shown in building our team. TecSynt found the right talent for our team right away. We’ve had a couple of developers leave on short notice, but TecSynt did a great job of getting back out there and finding a replacement at the technical level we required. Their willingness to support us in changing and adjusting the shape of the team has been great.
Are there any areas TecSynt could improve?
I have found Eastern Europeans to be a bit taciturn at times. We need to drag words out of them now and again, but it’s a relatively minor complaint. TecSynt’s setup is that we interface with the project manager, who then carries requirements back to the technical team. We’re often at an arm’s length, but, because developers are so tightly integrated in our case, we haven’t experienced this problem to a great extent. They could also tell us when their public holidays are ahead of time.