What was the scope of their involvement?
Our consumers are interested in support for interior design and color selection. We wanted them to be able to make confident decisions and move customers through the purchasing process quickly. We did some remote training, provided them with scripts, and showed them how to be subjective with provided photos and information. We also provided onsite training with our color expert.
We vigorously explained color theory, lighting conditions, moods, and some fairly tricky topics. Once we completed the training process, we were confident that we had resources that were comfortable in the space and able to act as knowledgeable representatives for us. Our expertise is important to our business, so we needed to make the collaboration as invisible as possible for our consumers. They gained confidence faster than we anticipated, and we set them up with weekly reviews of basic metrics and responses.
What is the team composition?
We had a project manager who helped us through all the points of the RFP process. After the initial meetings, she set us up with some specific points of contact, but she was always involved. Because the project was so new, we misjudged the volume of resources we would need. They were flexible and graciously reduced the team size to keep the project sustainable.
How did you come to work with XACT?
Our initial interactions with them were amazing. We were familiar with their work, but were worried they might be beyond the reach of our budget. They offered reasonable rates, and we were delighted to work together. They met all our expectations, and it was an easy decision to choose them over other vendors.
What is the status of this engagement?
The first contact with them happened around January 2016 and training occurred that May. After their integration, we worked together until the fall of 2017.