In terms of the results, could you share any statistics, metrics, or end-user feedback you’ve received that would demonstrate the effectiveness of their work?
We’ve received informal feedback from contacts, connections, associates, friends and others about the quality of the website. Everything we’ve heard has been very positive feedback in terms of the design and the impact the site has had. In terms of converting traffic into something, email, or any type of inquiry, it’s been, unfortunately, quite limited. I can’t necessarily attribute that to Wholegrain because they weren’t engaged to provide SEO [search engine optimization] services. They were engaged for the design and implementation services. But, certainly, the feedback on the quality of the site and the scope of the site in terms of meeting our expectations in the market has been very positive. It operates pretty flawlessly, which was the end goal.
When working with Wholegrain Digital, is there anything you’d consider unique about their approach or development methodology that distinguishes them from other vendors?
I appreciate their ability to listen and comprehend your business objectives. Their second impressive feature is their ability to translate those objectives into actionable technical requirements. They bring to the table a breadth of experience and knowledge around what is doable, and they challenge us when we’re asking for things that may sound problematic.
They also have a great culture that we find easy to work with. They’re very, very sociable and professional. They’re generally a very responsive team, too. Whenever we’ve had needs or changes to the site, they’ve been very responsive in supporting us and enabling us to achieve the change we want, within the timeframe we want.
In retrospect, are there areas you think they could improve on as a service provider?
They don’t offer SEO services. If they did, that’d have been very helpful. They said they could recommend other organizations to do SEO for us. I understand, historically, that they used to offer SEO services, but decided to pull out of that market. It would have been nice to have them as our full-service vendor because it’d be one less additional service to add to our budget through a vendor with different pricing. It was also just another separate project we needed to manage and orchestrate alongside the site build.
The second thing I think they could improve is their knowledge of CRM systems. They’re very knowledgeable in what they do know, which is website development, particularly on the WordPress platform. But, they don’t have a lot of experience working with CRM systems in tandem. Given the size of the WordPress market and given the size of the Salesforce market, it would have been helpful if they’d been experienced in integrating WordPress with Salesforce. I was rather surprised when I discovered that they didn’t have that experience. The quote they gave us integrate the two systems was significantly higher than it would have taken for us to do ourselves. I think that’s because they haven’t done it before. Being able to build websites that are integrated with some of the leading CRM applications out there would be a useful thing for them to develop internal capability on.