Trinity

Introduce your business and what you do there.

I’m the director of Zerbee Business Products, a small company that’s owned by Office Depot.

What challenge were you trying to address with Trinity?

When I took over as the director of my company, our outbound email campaigns weren’t consistent. Our team had thrown together marketing materials because we needed to put something out there, but our automation wasn’t consistent-looking. One of the main things that we really wanted was for a partner to help us build a coherent visual brand for us.

What was the scope of their involvement? 

Trinity is in charge of helping us get a nice, consistent look to our outbound marketing campaigns. Initially, they tackled the automation piece through Klaviyo, which needed to be addressed more than anything. We were limited by what we wanted to spend on, so we went through this project little by little over the course of 4–6 months.

Now, they’re helping us with our email campaign automation for our sister company. We try to put as much in their hands as possible. That includes creating a consistent template and layout based on some of the materials that we’ve provided for them.

What is the team composition? 

I work with Travis (Growth Strategist).

How did you come to work with Trinity?

I knew Trinity’s team from previous work with Travis and Nate (COO), and I trusted their opinion in what they did.

How much have you invested with them?

So far, we’ve spent about $60,000 in total.

What is the status of this engagement?

We started working with them in January 2020, and the relationship is ongoing. About 90% of the work they’re doing for our company is completed. There might be one automation part that they’re still refining, but there’s always continuous improvement. For the most part, they’re focusing on our sister company’s email automation.

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

We’re pretty pleased with the open rates and increased conversions that we’ve seen as well as the revenue that we’ve been able to track through our analytics. A lot of the emails we’re sending out now weren’t being sent out before, so Trinity has more than paid for themselves with their new templates.

How did Trinity perform from a project management standpoint?

They do a great job of keeping us informed. Their team is really good at looking at what we want and then presenting how they’re going to deliver on that. 

In the beginning, we would have regularly scheduled weekly calls, but now it’s more every other week. In both cases, we know exactly what to expect at every step of the way. Trinity has other project management and reporting tools that keep us on track, which we reference during our meetings, but I don’t always take advantage of them. 

What did you find most impressive about them?

I have all the confidence in the world that they’ve got our schedule in front of them and aren’t working on anything that we don’t want them to be working on. That’s important because we’re paying them by the hour.

Are there any areas they could improve?

If I had one criticism, it would be around their creative assets. The templates are pretty straightforward, and we provide most of the content, so it would be helpful if they could figure out which products to promote without our direct guidance. 

However, we realize that there’s a cost associated with that, too, because they’re going to need to spend time finding the right content if we don’t provide it for them.

Do you have any advice for potential customers?

You should look beyond the price tag when considering them. They weren’t the least expensive option, but they instilled the most confidence in us that we were choosing the right partner.

Introduce your business and what you do there.

I’m the former CMO of a National Debt Relief, based in New York.

What challenge were you trying to address with Trinity?

We engaged them for web development and creative work for a new site we were launching in the financial services space.

What was the scope of their involvement?

They were responsible for conceptualizing the various pages for the new site. Once we agreed on the designs, they jumped into the coding and development for the project as well. We needed their experience to drive conversion. This was a direct-to-consumer (D2C) app, and they designed the full application flow.  

What is the team composition?

We had a dedicated account representative, a creative lead, and a developer. They had additional resources, but they were our primary contacts. 

How did you come to work with Trinity?

They seemed to offer the best timelines and greatest value. We felt they could bring the schedule, skillset, and overall value we needed to drive high conversion rates.

How much have you invested with them?

We spent about $50,000 on their work. 

What is the status of this engagement?

We worked together on this project from about October 2017–November 2018. However, we continue to engage them because we’re happy with their quality of work.  

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

Their team helped us take a product to market with considerable speed. Their timing and experience were of critical importance. Through our multiple project phases, they delivered ahead of schedule. 

We were able to align on vision very early in the conception phases, which definitely helped save time. Their first iteration was incredibly impressive, and the end result exceeded expectations in terms of driving response. Our conversion rate began exceeding KPIs after our work together.  

How did Trinity perform from a project management standpoint?

Their team structure lent itself to efficient and effective engagement between our respective teams. We had contact with three dedicated individuals who understood our business and goals. We met on a weekly basis to ensure we were performing well against timelines. It was a well-oiled machine, as they were able to scope out the work and execute it in a timely fashion.  

What did you find most impressive about them?

They understand how to drive consumer response. After providing them with our vision and technical requirements, they quickly interpreted the materials to drive conversion. That certainly stood out to me. 

Are there any areas they could improve?

I don’t have any constructive criticism because they exceeded all of our expectations.

Do you have any advice for potential customers?

They offer a wide range of services. If you have an immediate need, it may be beneficial to explore some of their other services as well. We benefitted from relying on them for much more than we may have intended originally.  

Introduce your business and what you do there.

I’m the senior manager of web UX for Paul Frederick, which is a men’s clothier.

What challenge were you trying to address with Trinity?

We hired Trinity primarily to help us with technical SEO on our website. Our previous engagement involved more of a traditional marketing agency, and we had a lot of backend technical needs.

What was the scope of their involvement?

Trinity helped us with technical projects such as the implementation of XML site maps. Instead of manually building site maps, their team developed a solution to procedurally generate them. This improved the breadth at which search engines could crawl our site.

Their team also helped us with the migration from nonsecure HTTP to secure HTTPS, which involved a lot of moving parts. They ensured the entire site moved to the new protocol and didn’t lose ranking.

What is the team composition?

As we engaged them for about four years, we worked with a handful of people from Trinity. Normally, we were in communication with 3–4 people at a time including a project manager.

How did you come to work with Trinity?

We looked for an agency that was an authority in technical SEO. We also wanted to partner with a relatively local agency. It was important for us to have a partner that we could meet in person and work in the same timezone. 

How much have you invested with them?

We spent between $300,000–$340,000 over the course of four years.

What is the status of this engagement?

We started our partnership in 2016, and it ended in 2020. Through no fault of Trinity’s, we had to move away from them to consolidate our partners.

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

They improved the site's readability and the breadth at which it crawled. Trinity applied diligence to all their tasks including writing summaries of our conversations, managing ongoing projects, and producing the actual deliverables. As a smaller business, we constantly change. When we changed directions or requirements, they pivoted and delivered on those changes.

How did Trinity perform from a project management standpoint?

Trinity was always more than happy to oblige us and give in-person presentations when requested. Their team was punctual and flexible. One of my favorite parts about working with Trinity was their communication. As with all projects, there were occasional delays that their team made clear to us. They understood our priorities and delivered those first, which was meaningful.

What did you find most impressive about them?

Their project manager's attentiveness stood out to us. Their flexibility with our changing business goals was also valuable. I was always happy with the quality of the product and the communication along the way.

Are there any areas they could improve?

No, I was happy with their service.

Do you have any advice for potential customers?

Be willing to clearly communicate what you expect out of the partnership. Trinity does their best work when they understand the project’s goals.

Please describe your company and your position there.

We are the only retailer in the U.S. to sell and donate lost luggage from airlines, drawing one million shoppers annually from all 50 states and around the world. I am the Strategic Initiatives Manager for the enterprise and led our e-commerce project.

For what projects/services did your company hire Trinity?

We hired Trinity to design and develop our first-ever e-commerce website.

What were your goals for this project?

We wanted a consistent look and feel across the content and e-commerce portions of our website and needed to be able to seamlessly integrate content and commerce together. With our inventory consisting of large volumes of one-off items, we also needed an incredibly efficient listing process and the ability to organize, filter, and search a broad assortment of products quickly and easily.

How did you select this vendor?

We considered several development partners who specialized in the two e-commerce platforms that we were deciding between. When we chose Shopify, Trinity stood out as the clear favorite based on their reputation, recommendations from subject matter experts, their understanding of our unique needs, and willingness to take on a very challenging project with a lot of moving parts.

Describe the project and the services they provided in detail.

Trinity designed the e-commerce portion of our new website, and they developed, tested, configured, and launched our entire website (both content and e-commerce pages). The project started with a kickoff workshop where we aligned on roles, responsibilities, timeline, and deliverables. After a third-party designer finished designing the overall look and feel of our website and the content pages of the site, Trinity designed the e-commerce pages to fit with her designs, providing mock-ups and iterating based on our feedback. Once all designs were approved, they developed each page, including custom functionality and integrations with third party apps. To ensure quality and performance, Trinity tested the entire website across browsers and devices, then migrated all the content from our old website to the new site. We launched the website in three phases, starting with the content-only portions of the site, then a soft launch of the additional e-commerce pages and functionality, and finally a full launch of the entire website.

What was the team composition?

I led the project from our end, with the support of several part-time resources, including a marketing director, content marketing manager, brand manager, and SEO manager. We leveraged an independent designer for the overall site design, and Trinity's team consisted of a dedicated account/project lead, an e-commerce designer, and several development team members who rotated throughout the course of the project.

Can you share any information that demonstrates the impact that this project has had on your business?

Since our full web launch two weeks ago, we have far exceeded our revenue and traffic goals without any major defects, outages, or issues with site performance. The launch has drawn coverage from over 40 media stories, including several national publications. None of this would have been possible without the thorough development and testing of the website by Trinity and their unfailing commitment to our vision and requirements.

How was project management arranged and how effective was it?

We used Teamwork to communicate and manage project milestones, tasks, and deadlines throughout the project. During the design phase, we had regular review meetings to align on direction and keep the project moving. Development took longer than anticipated, but it was a complex project and may have been slightly underscoped to begin with. Once we introduced weekly status meetings, the pace began to pick up and Trinity was transparent and communicative about their progress. In the end, they delivered a website that we are all proud of and our customers love!

What did you find most impressive about this company?

Aside from their expertise and professionalism, what I really appreciated about Trinity was that they truly cared about delivering a product that we felt good about, and they went above and beyond to do so. They felt like an extension of our team, and if I had any questions or issues, I knew I could send a message or pick up the phone and they would address it. Their CEO would even check in to make sure that the project was going as expected.

Are there any areas for improvement?

My only complaint was that development progressed slower than planned, but they were very receptive to feedback and made adjustments to get us back on track.

Introduce your business and what you do there.

I'm the webmaster and oversee SEO and conversion rate optimization (CRO) for the Polynesian Cultural Center, a cultural attraction in Honolulu.

What challenge were you trying to address with Trinity?

Trinity helps us with SEO. They consult with us on strategies and optimizing our site and conversions.

What was the scope of their involvement?

They created our SEO strategies from scratch. When we first hired them, we had no plan for SEO at that point.

To increase our conversion rate, Trinity ran A/B testing and multivariate testing for our site. These results caused us to make structural changes to our site that were implemented permanently.

What is the team composition?

I consistently work with three people from Trinity each week. This includes a project manager and an account manager.

How did you come to work with Trinity?

Our previous director worked for another company that hired Trinity for SEO optimization, so when he joined us he brought Trinity with him.

How much have you invested with them?

The work is ongoing, and we began collaborating with them around 2015.

What is the status of this engagement?

We spend at least $60,000 annually with Trinity.

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

Our conversion rates have dramatically increased since we started working with them. We’ve seen quite a bit of revenue come from this increase.

How did Trinity perform from a project management standpoint?

They’re the best vendor we have in terms of project management. Very professional, they pay great attention to detail. They’re great at getting back to us quickly and answering any questions we may have. Everyone from our side that works with them has a great experience.

What did you find most impressive about them?

Trinity's advantage is its resources. Their response time is absolutely incredible in terms of returning decisions or recommendations on projects that we work on.

Are there any areas they could improve?

No, nothing comes to mind.

Do you have any advice for potential customers?

They’re a great company to work with. They have great resources and responsible people and are very professional and good at what they do.

Introduce your business and what you do there.

I’m a senior director for an e-commerce website. I focus on improving and optimizing our website and UX.

What challenge were you trying to address with Trinity Insight?

We’d worked with other A/B testing partners but they were expensive and not easy to work with. Trinity Insight came on to execute our conversion optimization program with communication and collaboration.

What was the scope of their involvement?

They’ve helped us developed our testing designs and concepts over time. We do lots of testing around engagement goals that don’t map directly to conversions. We have long visitor cycles and buying cycles because products are expensive and complicated, so they take a while to decide on. We’re focused on micro conversions and engagement metrics, which hasn’t been easy for 3rd parties to work on because they’re focused on ROI.

After helping us layout an initial roadmap, we built out a robust version that they now help us execute. They use the VWO testing platform and Google Analytics, which supported reporting for our testing program.

What is the team composition?

We work with 4-5 people. One is managing our account overall and one works on test design. there are also two awesome web developers.

How did you come to work with Trinity Insight?

They’re local to us and seemed like smart people with a good understanding of heuristics related to e-commerce sites. They understood what sort of makes sense depending on conversion goals. Originally, they were a recommendation of a colleague who worked with them at a previous company.

How much have you invested with them?

We’ve spent around $300,000 with them so far.

What is the status of this engagement?

We’ve been working together sine 2016.

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

They’re the most responsive of all the testing partners we’ve worked with. On top of communications and execution, they’re good at strategy and reporting as well. Generally, they feel like part of our team, which is rare for me. It’s great to have a partner where we feel like we’re in this together.

How did Trinity Insight perform from a project management standpoint?

The whole team is responsive and communicative. They used a web-based program called Teamwork.

What did you find most impressive about them?

They’re great in flexibility and partnership, especially in giving us more hours to work on reporting. Things have come up along the way and they’ve pitched in when we needed additional bench strength.

Are there any areas they could improve?

We try to be open and quick with feedback. There were a couple of communication issues in the first years, but they brought up some issues too. We have a good feedback process in place that picks up everything.

Introduce your business and what you do there.

Our company is Elk Springs Resorts, and we are a property manager in Gatlinburg, Tennessee. We manage over 160 properties with about 12,000 reservations and 80,000 customers a year, and I am the founder and marketing manager of the company.

What challenge were you trying to address with Trinity Insight?

Our goals were twofold. First, we wanted to increase our conversion rates on our website, and second, we wanted to improve our UX/UI in order to make it easier for prospective customers to interact with us and to use the website to transact business online.

What was the scope of their involvement?

When we started, we were really just looking at conversions. But what we realized is, it was important to do a comprehensive audit in order to understand and then address the real strengths and weaknesses of the site. They helped us to find and then fix those issues in usability and appearance as well.

From there, we ran a significant number of different scenarios and AB tested different layouts in order to measure the best layout for purchase conversions and getting people the information they need. Their team implemented all the results of those tests for us as well.

What is the team composition?

We had a primary point of contact who controlled the flow of communication, and then there were 3–4 people working on their team on the development side as well.

How did you come to work with Trinity Insight?

I actually found them while doing a comprehensive web search of firms that offered this type of solution. They had some good initial references, and when I got on the phone with them, I could just tell that they were the real deal.

How much have you invested with them?

We’re at around $60,000 with them so far.

What is the status of this engagement?

The project started in February 2019 and is ongoing.

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

The initial improvements we made were a little less tangible in terms of dollars, but they definitely made the site a lot better, faster, and more productive for our guests. Once we started working on SEO and other more tangible things, we actually got about a 30% improvement in our conversion rate, which was huge for us. We don’t have a lot of transactions in our business, but they’re pretty high volume, so even a small increase can mean a lot.

How did Trinity Insight perform from a project management standpoint?

I used to be a partner at a consulting firm for software, so I really understand their core business model, and I can tell you that they are really solid in their delivery. They develop a clear plan and they execute on everything in that plan, no funny business involved.

Beyond that, each of the people they have on staff is highly skilled, so you’re not paying a blended rate for people with a wide range of experience levels. Their whole team is high impact and is going to be able to execute flexibly and make changes on the fly according to what you need.

What did you find most impressive about them?

It can seem like a very risky business, dealing with a lot of service providers, but Trinity Insight is so low risk and so high impact. That was definitely a huge benefit for us.

Are there any areas they could improve?

I don’t think there was anything specific that I wish they had done differently.

Do you have any advice for potential customers?

One thing that I think we did well that would benefit other companies as well is to make sure you’re asking the right questions. If you have a good, talented, well-directed consulting firm like them, it’s a little bit on the client to provide the right resources and make quick decisions to keep the project moving forward the way it should.

Please describe your company and your position there.

We are a mid market ecommerce company and I am a founding managing partner.

For what projects/services did your company hire Trinity, and what were your goals?

A/B testing and conversion rate optimization (CRO). We want to improve our website for our customer over time with data backed conclusions.

How did you select this vendor and what were the deciding factors?

I researched a few CRO agencies. Trinity was the most thorough in their presentation of the opportunities they saw and how they would approach the project. I also appreciated talking directly to the principal in addition to someone overseeing the day to day efforts.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Monthly a/b testing design and then implementation of successful test results. Using a combination of google analytics, google data studio and VWO. Bi-weekly sync up. Ongoing email communication.

How many people from the vendor's team worked with you, and what were their positions?

I've interfaced with a number of people from the team, but I have 1 dedicated main point of contact who is a UX analyst.

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Trinity has already found winning variations over our control versions for our website. These winners have provided significant conversion rate lift in a relatively short amount of time. The ROI has been positive.

Describe their project management style, including communication tools and timeliness.

They use a basecamp/slack style project management tool. Bi weekly phone/web meeting sync ups. They are responsive to email questions in between. Their timelines are relatively well-defined and generally met.

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

That they actually delivered positive results quickly. Having worked with many agencies throughout my career, results often never come or take much longer than advertised.

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

Perhaps would like a little more insight into the overall strategy and the why/how they are coming up with their ideas.

Please describe your company and your position there.

We are an online retailer of designer reading glasses. We have been selling online since 2000 but have had brick and mortar stores since 1986. I am the President of the company.

For what projects/services did your company hire Trinity Insight?

SEO Audits and A/B Testing

What were your goals for this project?

Improve organic traffic. Increase conversion.

How did you select this vendor?

Met Craig Smith at an e-tail conference in 2011. I was impressed.

Describe the project in detail.

not applicable

What was the team composition?

Director of IT and Customer Experience Manager from our team. Trinity had various teams over the years.

Can you share any outcomes from the project that demonstrate progress or success?

We are still in business and still thriving.

How effective was the workflow between your team and theirs?

They have a knack for picking good people. We've never had anything but the best on our teams. Never disappointed.

What did you find most impressive about this company?

We consider Trinity Insight as an extremely important relationship. I have known and worked with Craig Smith and his team for 10+ years.

They have performed SEO Audits, A/B testing for our site and a host of other services.

Craig and his team have always been responsive, complete and professional and they share many excellent ideas for how to optimize better. This is a wonderful team to work with as they translate our ideas into beautiful designs.

Without Trinity Insights, we would not be as successful against our Goliaths as we have been. We appreciate everything they do for us.

Are there any areas for improvement?

Very receptive when have suggestions.