App Redevelopment for Digital Health Solutions Provider
Featured Review-
Application Management & Support Custom Software Development
- $200,000 to $999,999
- Oct. 2021 - Ongoing
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"Opreto took care of these transverse aspects, and communicated efficiently with everyone involved."
- Other industries
- Manhattan, Montana
- 501-1,000 Employees
- Online Review
- Verified
Opreto used JavaScript, Node.js, Opreto, and Electron.js to redevelop an app for a digital health solutions provider. The vendor was tasked with improving the platform's productivity and design.
Opreto improved the client's average answer time by 30%, and their failed calls dropped by 200%. They quickly understood the client's industry and spoke their technical language. They integrated themselves seamlessly and had a unique documentation process.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I'm the Vice President of Architecture and Engineering for Uphealth. Our company provide digital health solutions among which Martti provides Interpreter services to hospitals remotely. We support 250+ languages and aim at providing a qualified medical interpreters in a video conference with a patient and a provider in around 15 seconds.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Opreto, and what were your goals?
Martti business has been growing consistently and significantly over the last 2 years. Call volume basically doubled, while the Agent application used by our Interpreters to answer calls was dated, poorly designed, poorly coded and showing a rising rate of failures which overall impacted our productivity and ability to deliver our service.
The impact was the most significant during our peak times with, when our clients needed us the most, to a point where the overall service was degraded both in quality and time. We decided that the application needed to be redesigned from scratch, rearchitectured from scratch and rebuilt from scratch as there was no way to salvage any part of the old code. New business requirements expanding the platform outside of Interpreting also rose on the way, which added to the decision.
SOLUTION
How did you select this vendor and what were the deciding factors?
Our Director of Engineering worked with Opreto in a previous job and recommended them to me as we couldn't handle this project with our internal resources while there was an absolute need for a new application that couldn't be delayed. Among the many solicitation I receive to outsource engineering projects, I thought I couldn't ignore this warm recommendation coming from my most trusted engineer, and decided to setup a meeting with Opreto, learn more about what makes them uniquely qualified to handle the most critical piece of our business and hear about their methodology, resources, and drive.
Unlike many, if not every other vendor, Opreto is lead by engineers who hire engineers, who work with engineers, they breath Software engineering all the way, with a true passion for ... Engineering ! That made a true difference for me, on top of being very structured, fast learners, Agile in the most noble sense of Agile, and more than everything else utterly talented, and involved in the success of a project. Ultimately the deciding factor was that I knew they would care for this application in the same way that my in house engineers care for our applications, provide functional value, deliver pristine code and clear documentation for future maintenance and support.
Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.
Opreto was tasked with developing our Call center application (AKA MVCC) that supports 100% of our business from the grounds up. We provided a UI mock up to start from. The application sits in a distributed environment that comes with many technical constraints and unknowns as we inherited the existing system without any documentation. The applications involves numerous third party systems and has to function in real time with a heavy call volume load. Another constraint was to ensure backward compatibility with the old application, as we couldn't migrate all of our users at once.
We also needed an application that could be delivered on multiple Operating systems on top of a browser application. The application was to be written in Javascript, using Node.js, Opreto opted to use an Electron.js wrapper as a way to adress our need for cross platform while relying on a single code base.
The application involves real time transactions, audio and video conferencing through a webrtc client, integration with salesforce and twilio. Opreto handled the entire project end to end, did multiple knowledge and functional information gatherings, talked to every stakeholders involved, leadership, users, inhouse engineering team, business, then wrote stories, epics in Jira, detailed tickets, unit tests and QA tests.
How many people from the vendor's team worked with you, and what were their positions?
There were 4 people for the core team, Developers, scrum master, architect. Opreto also involved additional resources based on needs that emerged on the way. As accessibility was a key requirement given the diversity nature of our users and of our business positioning, Opreto involved a UX specialist to validate the UI from an accessibilty perspective.
RESULTS & FEEDBACK
Can you share any measurable outcomes of the project or general feedback about the deliverables?
The project was delivered on time and was bug free. We did a partial deployment to a beta group of users for a week, then deployed the application for all of our Interpreters worldwide. The improvements showed in our KPIs within less than 24 hours, our average answer time improved by 30%, our rate of failed calls dropped by 200% while getting positive feedback from our clients regarding the overall quality of service improvements and from our Interpreters about the ease of use, response time and general ergonomic.
Describe their project management style, including communication tools and timeliness.
Opreto's team blended with our in house team very seamlessly, given the distributed nature of our architecture and the MVCC app being at the center of it, there was a lot of collaboration involved between different teams. Opreto took care of these transverse aspects, and communicated efficiently with everyone involved. Opreto are hardcore Jira, we have a level of documentation we've never seen before and now use as a benchmark for all our other projects, communication was smooth and straight, they were available for us (literally) night and day.
They communicated to all parties involved, senior leadership, engineers, QA, users, while showing an impressive level of knowledge on the many specifics of our industry. This expertise, communication and involvement gave us the level of confidence we needed to know this project would come to fruition, reach and exceed our expectations
What did you find most impressive or unique about this company?
I was impressed with how quickly Opreto understood our industry, spoke our language, and became involved as if they always were a part of our team. Opreto's leadership all have a solid engineering background, which translates to their ability to hire talented engineers, to direct projects, to overcome technical issues and to deliver quality products. Ultimately what makes them unique is that they care, they care about doing a good job, they care about their client, they care about their engineers and they care about delivering pristine, perfect products.
Are there any areas for improvement or something they could have done differently?
There is nothing I would change in how this collaboration went, neither can I think of any improvement, they did a great job.
RATINGS
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Quality
5.0Service & Deliverables
"Opreto's work was at the same level of quality than the one I expect from my inhouse team of engineers."
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Schedule
5.0On time / deadlines
"Opreto follows Agile methodology by the book. They use story points with a high level of accuracy, so they were always on time with project schedule"
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Cost
5.0Value / within estimates
"Every resource allocated was efficient and productive, overall the cost came out below our projections, even more considering the app is bug free"
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Willing to Refer
5.0NPS
"We started more projects with Opreto, referred them to other business units in our Group, and will refer Opreto anytime in the future.
