Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
The program was very successful. We got the business-to-business award in 2015 for one of the supply companies they helped with. As part of the whole initiative that we have been working on, there’s been an increase of over 10% in our overall open and click-through rates for our email campaigns. That is huge, given the concerns that we had with this supplier group. Like I explained before, they are not the typical customers that are there willing to receive information from the company. For us, that was a huge improvement. It was a change that we noticed from the moment that we released the new campaigns with the new design. It was not that we changed the copy or we changed anything else; it was just the design. It was something that was very appealing to the customers. We also conducted a couple of focus groups to evaluate the quality of the overall branding of our campaigns. Everything went pretty well according to the results that we received, which were pretty much spot-on with the results we received from our open and click-through rate perspective.
One of the things that I really loved about York and Chapel is that they offer a quick turnaround. Usually, when you work with a design company, it takes several rounds of back-and-forth until you’re satisfied with the deliverable. That did not happen with York and Chapel. From the first draft, they are there 99%. They just need to do some fine-tuning to get it 100% perfect. That’s something that helps to simplify the whole process. Also, as a client, it allows me to get what I want in a really short period of time.
How did York and Chapel perform from a project management standpoint?
They usually go above my expectations. The communication is flawless. They use Basecamp to help manage the different projects because sometimes they don’t just work with me, but also with my company managers. We have never had any issues. They respond pretty quickly, with a turnaround of fewer than 24 hours every time that we requested changes to the designs. The moment I make the request to Nelson, I hear back from him in less than 24 hours. I have my first draft in my inbox 2 days later. Sometimes, they go even beyond the scope of work to help us facilitate what we need to get to the point where we want.
What did you find most impressive about York and Chapel?
They’re very creative and they have a strong ability to translate what the customers want in very simple terms. Usually, when you start with a new design company, it’s tough to get them to understand what you want. It can be difficult for them to create the concept that aligns pretty well with your company’s overall branding. That’s an issue that I have never experienced with York and Chapel, despite several changes to our branding. We just provide a couple of branding signatures to them and they get it right away. I know that if I need something, the next couple of days they will deliver, and it’s going to be something I’m happy about.
Are there any areas York and Chapel could improve?
Not that I can think of at this point.