Terrayn

BACKGROUND

Please describe your company and position.

I am the COO of NECP

Describe what your company does in a single sentence.

Vertically integrated Cannabis company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Terrayn to accomplish?

• Website redesign
• SEO optimization
• Marketing strategy
• Sass platform optimization

SOLUTION

How did you find Terrayn?

Referral

Why did you select Terrayn over others?

Other

How many teammates from Terrayn were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Terrayn was hired to provide digital marketing, website optimization, customer retention strategy, email/SMS campaigns, analytics, promotional planning, Dutchie support, and team training. Unfortunately, many contracted deliverables were incomplete or never delivered, including significant portions of the website work, training, reusable marketing tools, and the deliverables under our second agreement.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Unfortunately, there were no meaningful measurable outcomes demonstrating success. Several contracted deliverables were incomplete or never delivered, including the website refresh and key items under our second SOW.
We also experienced increased Dutchie messaging costs, loss of app/text subscribers, and margins falling below our targets during the engagement. Ultimately, Terrayn acknowledged that none of the deliverables under the second SOW were completed.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management deteriorated significantly over the engagement. Deadlines and contracted deliverables were missed, and many items remained incomplete.
When we raised these concerns and requested documentation showing what had actually been completed, communication eventually stopped altogether. Our final written request for a refund received no response. Terrayn retained our payments despite acknowledging that the deliverables under the second SOW were not completed.

What was your primary form of communication with Terrayn?

Virtual Meeting

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

Their sales process was impressive. In the beginning, we received an extraordinary amount of attention, enthusiasm, communication, and confidence about what Terrayn could accomplish for our business. Unfortunately, that level of engagement did not carry through to execution. They were exceptionally good at selling us on what they were going to do; we just wish they had been equally good at actually doing it.

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

The biggest improvement would be closing the enormous gap between the sales pitch and the actual delivery. Promise less, execute more, document completed work, train the client as contracted, and take accountability when something goes wrong. Meetings and emails are not deliverables. And when a client requests a refund you admit in writing that your own records show the work was not completed, ghosting them probably shouldn’t be the customer-retention strategy.