ThreeSixtyEight

BACKGROUND

Introduce your business and what you do there.

I’m the president of Teesdale Design LLC. We’re a consultancy that provides design, technology, public health, and contact tracing technical services to the state of Louisiana as well as other states.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

Our team brought on ThreeSixtyEight for branding and marketing around the app we launched for exposure notification. We were looking to launch an app to support contact tracing in the state of Louisiana. The app had a number of challenges around it. One of those challenges was the technology underlying exposure notifications was fairly complicated.

Largely, the use of the app is to help support the broader community and help an individual’s friends, loved ones, and co-workers know if they’re at risk of getting COVID-19. There’s a diverse population of people who have strong beliefs and opinions across the spectrum, either against or for the use of this kind of technology.

We needed ThreeSixtyEight to help us brand the app and come up with a style that promoted trust. We wanted to clearly communicate what we were trying to achieve. Also, the state didn’t have the capacity to launch it on its own. ThreeSixtyEight was tasked to help us launch. We asked them to take the lead on the process to design the creative, create the campaign, and ideate the strategies around launching the app and trying to drive adoption after that.

SOLUTION

What was the scope of their involvement?

We had a technical vendor building the app based on an open-source solution. The solution is a generalizable, reusable version of this type of software. We wanted to make it feel like Louisiana or that it had its own brand.

ThreeSixtyEight led us through a naming and logo selection process. They handled brand identity as well as subsequent creative and marketing tools to advertise as well. Our objective was to make the brand look professional in terms of its colors, website, and logo. We also wanted digital media to include animated graphics and social ads that we could promote across social media to go along with a press conference from the governor as well.

Their team also managed our community engagement strategy, identifying different community partners across Louisiana. This’ll allow us to engage with them to promote the launch as well.

What is the team composition?

I interacted with 5–6 different people from the ThreeSixtyEight team. There was a creative director, community manager, someone who developed the initial proposal, and some of their leadership.

How did you come to work with ThreeSixtyEight?

We went through the process of evaluating a number of different vendors. Those vendors were sourced through past work they had done and our network of connections. Our team also did a bit of research on the ones we thought would be a good fit. We wanted a group that was in the region.

ThreeSixtyEight was selected largely because of their experience with digital launches for other solutions. We were impressed with the quality of their past work and their ability to create quality work that was focused on our demographics.

How much have you invested with them?

We invested over $300,000.

What is the status of this engagement?

The engagement was from October 2020–January 2021.

RESULTS & FEEDBACK

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

We tested the brand and logo with focus groups, and the feedback was positive. We’ve been watching our adoption of the app, and that’s been pretty strong as well. Overall, our team is very happy with the quality of the work. Our App Store reviews are strong and the adoption of the app has been great.

How did ThreeSixtyEight perform from a project management standpoint?

ThreeSixtyEight was fantastic with project management. We were really happy with their professionalism and timeliness in which they were able to turn things around. We were moving at a really fast pace and the quality of their work, given that fast pace, was very high.

Our team was super happy. They communicated and set expectations really well. In general, they were regularly over-delivering based on what we were expecting at the given time. We met weekly during our routine standup on Zoom. Additionally, we’d need to have focused working sessions as needed. Our teams primarily communicated through Slack and email.

What did you find most impressive about them?

The quality of the creative they produced was the most impressive thing. ThreeSixtyEight did a great job of understanding who our users were and working from there. They focused on who we were trying to reach and what we were hoping they’d do. Then, they translated that into high-quality creative that achieved that.

Are there any areas they could improve?

No, nothing comes to mind. ThreeSixtyEight really delivered on what we needed and were looking for.

Do you have any advice for potential customers?

Know that they’re a dynamic, creative team that’ll go above and beyond to create a campaign, brand, and marketing strategy that really connects with your users and target audience. Engaging with ThreeSixtyEight will be impactful and useful for you.

If you have a challenging target audience to reach or a new technology you want to ensure is clearly communicated, ThreeSixtyEight is an excellent group to help solve those kinds of problems.

BACKGROUND

Introduce your business and what you do there.

Matt Russell: We’re the Alabama Fire College. We train and certify firefighters throughout the state of Alabama, across the United States, and in the world. We have a lot of Department of Defense business. Every US military base has a fire department and they often seek our services for their certification and training. I’m the executive director.

Tracy McNair: I’m an IT specialist.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

MR: We had gotten feedback for many years about how terrible our website was. Essentially, we were looking for someone to redesign and redevelop our website.

SOLUTION

What was the scope of their involvement?

TM: ThreeSixtyEight redesigned and modernized our existing website using WordPress. They handled all of the web development as well as created a web application. The application allows individuals to create accounts, register for classes, and schedule classes in our database.

What is the team composition?

TM: I worked with six individuals comprising an account manager, project manager, and 2–3 core individuals who directly worked with me. I’m sure there were others in the background as well.

MR: Justin (Partnership Coordinator) was our initial point of contact, and we also corresponded with three of their founders and owners.

How did you come to work with ThreeSixtyEight?

MR: Tracy did a search and we interviewed several companies. We felt ThreeSixtyEight was the right fit for our organization.

TM: I was searching for companies that were in our general geographical area. ThreeSixtyEight was a little further than what I initially thought but I liked their website and wanted to give them a chance.

MR: ThreeSixtyEight was young, energetic, and asked the right questions. This caused us to gain confidence in their ability to complete the work we needed.

How much have you invested with them?

MR: The initial phase was $170,000, and we’ve incorporated their services for another $400,000.

What is the status of this engagement?

TM: Our engagement was from August 2019–January 2021.

RESULTS & FEEDBACK

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

TM: Feedback from our users has shown that they like the new website and it’s much easier to use.

MR: We had a very detailed schedule. Some delays were caused on our end and due to COVID-19. We wanted to get it right instead of getting it quickly. There was no real rush according to the initial timeframe we set up. We had periodic planning meetings and a definite schedule. ThreeSixtyEight did exactly what they said they’d do in the exact timeframe they promised.

How did ThreeSixtyEight perform from a project management standpoint?

TM: They were phenomenal with project management. In our organization, we have the tendency to get off track a little. ThreeSixtyEight excelled in keeping everyone on task and reminding us when they needed certain bits of information from us. They were on top of everything.

MR: They utilized a project management tool. Every time they completed a portion of the project, they’d post it and we’d go in and make any needed modifications, clarifications, or corrections. Their team assisted with that portion in great detail; we’re very pleased.

What did you find most impressive about them?

TM: We were most impressed with their ability to figure what we needed for the project.

MR: We’re pretty unique in our scope of operations and have an existing database. ThreeSixtyEight was able to fit the website with what we already had in place. Because they asked the right questions, we drilled down and determined our exact needs. They helped us to define the scope of the work.

Are there any areas they could improve?

TM: No, I can’t think of anything at this point.

MR: No, there isn’t anything. We’re completely happy with the partnership. They’ve been very committed and dedicated. ThreeSixtyEight isn’t just a web development company, they’re a true partner.

Do you have any advice for potential customers?

TM: Ask questions and keep communication lines open.

BACKGROUND

Please describe your company and your position there.

I'm the director of content and communications at a SaaS company that provides analytics and business intelligence to eCommerce and multichannel retailers.

OPPORTUNITY / CHALLENGE

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

We had an outdated website that didn't accurately reflect our platform/features or our brand. We hired ThreeSixtyEight to help us design and develop a new website that would be more modern, fast and user-friendly, as well as better market our analytics and reporting features for our target audiences, including ecommerce merchants, large DTC brands and agencies.

SOLUTION

How did you select ThreeSixtyEight and what were the deciding factors?

We researched and had introductory calls with several design and development agencies nationwide. We ultimately selected ThreeSixtyEight because of their portfolio, relevant past experience and cost estimates, as well as the positive interactions we had with their team in the decision-making process.

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

The project scope included new content organization and information architecture, updated design and a complete replatforming from Wordpress to Webflow. We held an initial kickoff call and then subsequent meetings/brainstorming sessions to complete and then review the site map, wireframes, and final art treatment, going through several rounds of feedback for the art treatment specifically. The TSE team was great about responding to and incorporating our feedback, really taking our opinions and goals for the project into account. Then, the TSE team developed the new site in Webflow and helped migrate existing content and pages from Wordpress. Our team assisted with QA as well as provided all new content.

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

We had a dedicated account manager and project manager for regular points of contact, as well as a designer, developer and content strategist.

RESULTS & FEEDBACK

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

We were incredibly happy with the ultimate deliverable from TSE - they worked very closely with us to incorporate our feedback throughout a lengthy art treatment process, and the final product met all of our goals - it's more modern and user-friendly, with a more updated design, and it's significantly faster and more scalable.

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

We used email and a few different project management tools throughout the project, including Teamwork, GatherContent and a dynamic project timeline. The TSE team stayed in regular contact with us throughout the project, with weekly email touchpoints each Friday, and were incredibly responsive to questions, feedback and requests for assistance even after the project had been finalized.

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

On the whole, we were very pleased with the final product and the TSE team's work. They were professional, well-organized, and thoughtful in their approach to redesigning and reorganizing our website, always taking into account our feedback and preferences while explaining the strategy behind their decisions so that we understood it.

They ensured we were well-equipped to handle our end of the project with detailed communication, how-tos and documentation, including providing updated content, QAing the website and entering content into Webflow, our new CMS. They were incredibly easy to work with, friendly and easy to work with.

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

The one thing we wished had gone a little more smoothly was the transition from wireframes to art treatment - the first few art treatments presented were not quite in line with the design/branding we had in mind, and it took a few rounds of feedback to land on the final version. This could have been eased with better initial communication (on our end as well) about expectations and design preferences, as well as more frequent reviews and feedback sessions in between the approval of wireframes and presentation of the full art treatment.

BACKGROUND

Please describe your company and your position there.

I am an attorney at Aegis Law Group LLP. We are a D.C.-based litigation boutique.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ThreeSixtyEight?

We hired ThreeSixtyEight to design our website.

What were your goals for this project?

We wanted something simple and elegant, but also cost-effective.

SOLUTION

How did you select this vendor?

This vendor was recommended to us by another law firm (ZwillGen PLLC).

Describe the project and the services they provided in detail.

ThreeSixtyEight collaborated with me to do a full re-design of our website. They did all the visual design, built the site, and collaborated with me on content development.

What was the team composition?

The project team was about four people.

RESULTS & FEEDBACK

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

The website has generated a lot of positive feedback from friends and clients.

How was project management arranged and how effective was it?

They were extremely communicative about timelines, deadlines, and expectations. All team members were friendly, professional, reliable, and extremely responsive.

What did you find most impressive about this company?

ThreeSixtyEight provides tremendous value. Their design and concept were beautiful and exactly what we were looking for, they advanced through the project quickly, and they were professional and communicative. Everything is designed by their team in-house, but they charged less than half of what other custom web designers were charging. Extremely high quality for the price.

Are there any areas for improvement?

I cannot think of anything. There were a couple of hiccups in communication, but that's normal on all projects. Everything was resolved smoothly.

BACKGROUND

Introduce your business and what you do there.

I’m a communications manager for a nonprofit government entity.  

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

We wanted to create a virtual tour of our numerous golf courses to remain competitive.

SOLUTION

What was the scope of their involvement?

ThreeSixtyEight created a virtual tour of our golf courses. They essentially had free rein of the content’s creative direction. Their team filmed the video, which was an immersive experience. Viewers can interact with the environment.

What is the team composition?

I worked with about four people from ThreeSixtyEight.

How did you come to work with ThreeSixtyEight?

I worked with them in the past. We appreciated their team as well as the quality of their work.

How much have you invested with them?

The project cost between $10,000–$15,000.

What is the status of this engagement?

This project began around March 2019 and finished in June 2020.

RESULTS & FEEDBACK

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

We were impressed by their work. There’s no local vendor that does work like ThreeSixtyEight does.

How did ThreeSixtyEight perform from a project management standpoint?

We mainly communicated by e-mail. Their team not only managed the project well but were also extremely helpful throughout it.

What did you find most impressive about them?

I most appreciated the quality of their work. Their team was also nice. It was a pleasure to work with them.

Are there any areas they could improve?

When they gave us the prices back, there were discrepancies but that can happen to anyone.

Do you have any advice for potential customers?

Absolutely work with them. It’s worth every penny.

BACKGROUND

Introduce your business and what you do there.

I’m the communications director of a public safety department.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

I wanted to upgrade our website in order to improve visibility for the general public.

SOLUTION

What was the scope of their involvement?

They created a new WordPress website that was more user-friendly, up to date, and had a better appearance. They built locator buttons so users. Could find a particular prison, probation, parole district, headquarters, and offices. They implemented an interactive map and search feature to find what they’re looking for. It also provides contact information and addresses for those locations.

What is the team composition?

I’ve worked with 4–5 different people from their team. They were web designers, and they did a fantastic job pulling this together.

How did you come to work with ThreeSixtyEight?

We had recommendations from several different state agencies. We looked into several different web design and development companies. We probably spoke to five different groups, narrowed it down to three, and then chose ThreeSixtyEight.

We were very impressed with their resume and what they had done in the past. We looked at several of their websites and we’ve been impressed with the design that they used. They were innovative and the price was competitive.

How much have you invested with them?

We spent just under $40,000.

What is the status of this engagement?

We started working with them in January 2019 and we continue to work with us on updates.

RESULTS & FEEDBACK

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

We’ve had several people comment on how the site’s more accessible and easier to navigate in than the previous site. They like how clean it looks and how it’s organized. We’re able to make adjustments and edits to the home page too.

How did ThreeSixtyEight perform from a project management standpoint?

Their team is personable, professional, know their craft, and they’re very accessible. They’ve been able to fix any problem we’ve had and improved the site. They worked quickly and still met our needs. They listened to us and worked with us to produce the best possible site for us. It came out wonderfully.

We’ve communicated with them on Google Docs, email, telephone, Zoom meeting, and several other ways.

What did you find most impressive about them?

The energy their team exuded as they presented their proposal was contagious. We were excited to work with them because of what we heard of this up and coming company. They do fantastic work. When we looked at other companies, we were satisfied with what we saw, but ThreeSixtyEight clearly had a good track record and we were excited about working with a growing company.

Are there any areas they could improve?

The only concern I had with them is that they’re very busy. I would have liked to have better access to them via phone. Sometimes it was difficult to connect just because of conflicts between our schedule and theirs/

Do you have any advice for potential customers?

Come to the table with your dreams and aspirations for the project. Show them what you want, and they can build exactly what you’re looking for. They’ll make it even better than you expect.

BACKGROUND

Please describe your company and your position there.

I am the Director of Civic Design & Cultural Districts for the Louisiana Division of the Arts, which means that our agency intersects with all of the areas that make our state unique - culture, art, food, music, traditions, historic buildings, and more. Through creative placekeeping programs and technical assistance, our agency perpetuates, supports, and promotes all of these.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ThreeSixtyEight?

We desperately need content to not only help tell our story, but to communicate to our stakeholders of all types what exactly we do and how we can be of assistance to them. We decided to get things started with a video that will hopefully be a bit more evergreen in its ability to communicate what exactly the Division of the Arts does and can do.

What were your goals for this project?

We want to be able to use this video on multiple platforms and in our work, such as using it to introduce the Division prior to a meeting or event.

SOLUTION

How did you select this vendor?

I have worked with these folks in the past, and knew that their creative style would work well with the goals and vision of what the agency wanted for the piece.

Describe the video(s) and the process in detail.

Three Sixty Eight first needed to understand the agency, its programs, stakeholders and purpose. Several meetings were held to work on the concept and determine a direction for the piece, and then our office eventually handled the script with some major input and editing from Three Sixty Eight. They literally executed the project from A to Z and everything in between...strategy, storyboarding, animation, etc.

What was your vendors' project management or feedback process?

There was a dedicated small team that worked on this project from start to finish with very little change in the roles that we were working with. Three Sixty Eight employs a constant feedback loop to make sure the project not only stays on track, but is achieving the conceptual goals set for it.

RESULTS & FEEDBACK

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

We have not currently released the piece due to a change in our strategy because of COVID-19, so no metrics or outcomes to report yet.

How effective was the workflow between your team and theirs?

We were in almost constant communication with the team, which helped us to maintain a conversational flow and progress on the project.

What did you find most impressive about this company?

What I enjoy the most about these folks is their willingness to take creative risks.

Are there any areas for improvement?

The only slight snafu in regards to timing and pace we had was around script, and that is due to the breadth of what the video was attempting to cover and the necessity of trimming the verbiage down.

BACKGROUND

Please describe your company and your position there.

I am the director of marketing at a $200M telecommunications company in a hyper-growth cycle.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ThreeSixtyEight?

We were looking to build a brand identity, creative strategy and advertising plan to introduce ourselves to a new market with heavy competition from larger, incumbent players.

What were your goals for this project?

Our goals were to differentiate ourselves from the competition, create awareness of our brand in this market and drive acquisition of new customers, rapidly.

SOLUTION

How did you select this vendor?

I've worked with Three Sixty Eight in the past at a $3B health insurance company and had great success. Three Sixty Eight has always been easy to work with, methodically sound, innovative, creative and committed to success. They are true partners, they aren't happy until you succeed and will go the extra mile to ensure that you do. This is hands down the best agency I've worked with in my career, and I've worked with everyone from the Big 4 to nationally recognized boutique firms and there is no question that Three Sixty Eight is the best in the business. I'd put them up against anyone.

Describe the scope of their work in detail.

Create a full creative strategy, including: Messaging strategy - define hierarchy, tone, purpose Design strategy - look and feel, develop assets Channel strategy - create assets for print, digital, OOH, direct mail

What was the team composition?

Creative director Account manger Copywriter Designer

RESULTS & FEEDBACK

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

Results have been very positive so far. We received great feedback on the work from our senior leadership team, our board and the first wave of customers we've targeted. We are in the early stages of executing and sales look promising. We already have customers signed up and tracking positively towards our goals.

How effective was the workflow between your team and theirs?

As always, TSE is VERY easy to work with. They are reliable, responsive and collaborative. I don't even consider them an external agency but a part of my team.

What did you find most impressive about this company?

The most impressive thing about them is their creative prowess and ability to think outside of the box. They love to challenge convention, explore new, modern, innovative and fresh ideas. They are adaptable and can rise to any challenge. They will move mountains for you without blinking an eye.

Are there any areas for improvement?

They haven't cured cancer yet, but I'm sure it's on their radar. :)

BACKGROUND

Introduce your business and what you do there.

I’m the principal and co-founder of a company that performs reality-capture in heavy industrial settings. When industrial plans and drawings don’t exist for the layout of older buildings, we go in and capture the conditions of the facility to update these records.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

We originally engaged them to develop a Keynote or PowerPoint presentation that we could present at trade shows. During the course of the engagement, though, the project scope rapidly grew to entail a complete rebrand of our business.

We realized that we wanted to shape our brand to be more accessible and relatable to younger audiences. We shifted our target demographic to encompass younger, 25–40-year-old engineers.

SOLUTION

What was the scope of their involvement?

After we realized we wanted to redevelop our brand, ThreeSixtyEight reinvented our mission, story, and rhetoric. They established our brand’s personality and set out branding guidelines for us to follow in the future.

They also created what we had initially engaged them for, which became a minute-long promotional film that describes what our organization does. We’re currently distributing that video on YouTube and other digital channels.

What is the team composition?

I interfaced with a project manager, but their team consisted of eight people in total. The team size fluctuated depended on what stage of the project we were at.

How did you come to work with ThreeSixtyEight?

We were researching companies that could help develop effective presentations. I came across ThreeSixtyEight because I’d read a book that their founders had written. Their ability to disrupt the marketplace with innovative ideas and presentations had really left an impression on me. They’re very youthful and dynamic, and we thought that we could use their energy.

How much have you invested with them?

We’ve spent around $168,000.

What is the status of this engagement?

Our conversations began in December 2018, with the project launching officially in February 2019. Our relationship is still ongoing, as we’re discussing further rebranding efforts.

RESULTS & FEEDBACK

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

Their efforts resulted in a brand that really reflects our desired vision. While we didn’t know exactly what we wanted, ThreeSixtyEight guided us towards discovering a personality, and then effectively put the design elements together to showcase it.

 While I don’t have conclusive data points, the engagement of our younger employees and engineers has increased. Sales in our division have gone up six-fold. These can be attributed to the advertising we’re doing on their effective rebranding of our business.

How did ThreeSixtyEight perform from a project management standpoint?

They performed very well. While we had expected the website to be launched earlier, the project scope had grown so much—putting many tasks on their plate—that we can’t really fault them for that delay. Other than that, the workflow was very smooth.

What did you find most impressive about them?

I was impressed by our brainstorming phase, where we had a three-hour onsite meeting. It was essentially a discovery phase where we tried to find our path forward. They effectively extracted the necessary information from us in an incredibly impressive way.

Are there any areas they could improve?

There were a couple of instances where we lost touch with one another, and times where we were wondering what was going on. A simple piece of communication would solve it.

Do you have any advice for potential customers?

I would approach ThreeSixtyEight with an open mind and a flexible budget. Our company gained substantial value by stretching our budget constraints.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of an exam-prep website. We utilize a learning technique known as spaced repetition.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ThreeSixtyEight?

Our design was old and needed to be refreshed. We hired them to redesign our website and our apps. They did our sales site, our web app, and our mobile app.

SOLUTION

What was the scope of their involvement?

We manage over 700 different exams on our website, and they change regularly. We have to be able to change the material depending on the requirements for each exam. There are a lot of technical requirements behind our platform.

ThreeSistyEight learned what they could about our industry so they could understand the project. Before, the app was Phone Gap, and now it’s being designed in React Native. It was really basic before, and I’m glad we go them on board. Some parts of our website needed immediate attention. Our accounts page, for example, was not done professionally at all. For the rest of the site, there wasn’t a whole lot of functionality.

In the interest of giving feedback on students’ performance, we wanted to give them points and badges to motivate them to study. They also designed several new features such as a comprehensive dashboard, a practice exam, a daily quiz, and a study plan for our users to enjoy.

They did prototypes with Adobe XD, and they had a workflow document with a high view of everything. They also provided a basic design template that was fairly close to what the end result came out to be.  

What is the team composition?

We had 4-5 people working with us on this project, with one main point of contact.

How did you come to work with ThreeSixtyEight?

I found them on Clutch.

How much have you invested with them?

We’ve invested $33,000.

What is the status of this engagement?

This project spanned from January – February 2019.

RESULTS & FEEDBACK

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

Everybody really likes the design. It’s very professional and the designers we have on-staff were especially impressed by it.

How did ThreeSixtyEight perform from a project management standpoint?

They performed really well. I’ve worked with several other teams, with different project managers, and my best experience was with ThreeSixtyEight. Our project manager and I were in agreement on almost everything. They had very good judgment when it comes to design, UX, and putting a project together. Everything they suggested made sense and at times it was like they understood the business better than I did. It was great to get a new perspective from them. I was always impressed with their level of detail in understanding the product; that was a high point in working with them; their willingness to dive deep into understanding our product was really important to us.

What did you find most impressive about them?

They’re very professional and organized. Everyone that I worked with was really good at what they do. Their project management and design capabilities are both impressive, making the whole process go smoothly. They’re receptive and are always open to feedback. Overall, they’re very easy to work with. If you have a change request, they roll with it pretty easily and adjust as needed.

Are there any areas they could improve?

No, nothing comes to mind.

Do you have any advice for potential customers?

Try to be prepared in what you want with your product, just so you can get the ball moving more quickly. You’ll get more for your money if you’re prepared, and they'll have something to work off of.