What evidence can you share that demonstrates the impact of the engagement?
Our visibility is much better, and we're really happy with the result. Our business has increased so much, but I'm not sure how much of that can be attributed to their work. Our user experience has improved tenfold. Our customer service now answers more questions about our products and fewer questions about how many payments our users have left on their payment plans. Before Vega came up with this solution, 50% of inquiries were about payment plans or shipping costs. Now, customers ask questions we're much more passionate about like the designers of our products.
We go to several tradeshows and Comicons. In the past, if someone wanted to buy from us at tradeshows, we could only use PayPal. That came with a lot of fees and added expenses. Now, we have a Shopify Plus point of sale system that works on any of our devices. Our financial team has a much easier time with those kinds of transactions, and things move much faster. At the San Diego Comicon, we sold every single product we took to the show. There were no lines, no waiting, and the whole process was brilliant.
How did Vega perform from a project management standpoint?
They're one of the most incredible IT companies I've ever worked with. They presented information and allowed us to port over products piece by piece. They broke four years of data into manageable chunks, and they countered some of our ideas with two or three stronger options. They explained how to get the most out of the changes, and they taught us how to establish solutions for the long-term.
What did you find most impressive about them?
We felt like human beings in this partnership, and they clearly cared about our business. Put simply, they're very nice. They still check in with us, and they still offer to help us. They make us feel important, and we appreciate that they were a local business. Websites aren't always the most fun things to make, but our experience with Vega was really pleasant.
Are there any areas they could improve?
No. A lot of what we were doing was guesswork, but they truly built something brand new for us. That kind of process can be frustrating, but they made the whole project run smoothly. They were patient and willing to help us, and we all contributed to the team effort.
Do you have any advice for potential customers?
They're always going to stay on top of things, and they'll move at your pace. They're very patient and understanding, but for your own sake, don't make them wait on responses.