Trellis

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer operations for August Home. We’re a smart home company that manufactures hardware and develops software. I oversee customer support, marketing operations, web development, and e-commerce.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Trellis?

We needed developers to complete our e-commerce platform when the previous development team opted to stop using Magento.

SOLUTION

What was the scope of their involvement?

They've done quite a bit for us at this point. They developed and updated our Magento platform. Once that was completed we researched moving to another platform to facilitate quicker development cycles. We decided to move to Shopify and had Trellis develop that platform from the ground up. They added preorder functionality that allows customers to place orders that wouldn’t ship for an extended period of time.

Then, I began to oversee web development and wasn’t happy with the firm we had in place for that. Now, Trellis enhances and adds new functionalities to our WordPress site. They’ve also done some development for our Desk.com knowledge base site.

What is the team composition?

There’s a lead developer that I communicate with directly, and a project manager that gets copied to those emails. I’ve only interacted with four or five of their team members, but I know they have a larger team working on the site.

How did you come to work with Trellis?

We found them by researching Magento developers. We cycled through three teams before interviewing Trellis. Considering the negative experiences we’ve had with other companies, we decided to give them a try and stayed with them ever since.

How much have you invested with them?

We’ve spent roughly $50,000, maybe a bit more.

What is the status of this engagement?

We started working together in April 2016 and the relationship is ongoing.

RESULTS & FEEDBACK

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

Our overall conversion rate more than doubled after the moving from Magento to Shopify. A lot of that came from Trellis’s feedback and site speed enchantments. We discussed all of the options available to us, and they were able to develop something that works for our business. Based on results, it’s definitely been a worthwhile investment.

How did Trellis perform from a project management standpoint?

They're outstanding considering I’ve given them some super aggressive deadlines. They do their best to meet those deadlines and let me know when it’s not possible. We use Slack as our day-to-day communication channel.

What did you find most impressive about them?

The biggest difference between them and all of the other agencies we've used over the years is their ability to communicate.

Are there any areas they could improve?

No. I’ve been super happy with our work with them.

Do you have any advice for potential customers?

I’d say over communicate. They do well with super clear expectations.

BACKGROUND

Please describe your company and position.

I am the VP of Sales & Marketing of NPIC

Describe what your company does in a single sentence.

Pet Treat Brands / Manufacturer

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Trellis to accomplish?

• Building out e-Commerce strategies and plans to grow DTC business
• Developing brand strategies to increase brand awareness and sales growth

SOLUTION

How did you find Trellis?

Referral

Why did you select Trellis over others?

• Great culture fit
• Referred to me
• Company values aligned
• capabilities

How many teammates from Trellis were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Trellis helped us build up overall e-commerce and digital marketing strategy. They've been very professional and deliver great quality of work in a timely manner.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• new website
• multiple campaigns across the DTC business ecosystem
• creative content for advertising.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, timely response and clear communication.

What was your primary form of communication with Trellis?

• Virtual Meeting
• Email or Messaging App

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

the agility, the clear communication, and the wide range of capabilities Trellis is equipped with.

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

NA