Ralis Services Corp
CRM System for Financial Focus Marketing Company
Project Summary
Baytech Consulting built a multi-tenant CRM system with phone and live tracking integrations. They developed the platform with .NET and supported the database with SQL Server.
Feedback Summary
The lead management process improved significantly after the new CRM system was adopted. Baytech Consulting created structure within an unregulated work environment and delivered a useful enterprise tool. Their team was committed to finding the best possible solution.
Background
Introduce your business and what you do there.
Ralis Services Corp. provided IT, accounting, HR, and legal services for lending companies. I am the CIO of the company.
Opportunity / Challenge
What challenge were you trying to address with Baytech Consulting?
We wanted to develop a new CRM system to improve our lead management experience.
Solution
What was the scope of their involvement?
Baytech Consulting took the CRM system that they built for the mortgage division of one of the companies we support and modified the platform for consumer lending. The code was written in .NET, and the database was MS SQL Server. Their team also integrated with phone systems while maintaining detailed tracking info, making it possible to trace the source of our leads in real time and support unlimited reporting options. Since completing the initial project, they have developed other enterprise tools for our company. More recently, they adapted the system to work as a multi-tenant platform for two of the companies we support.
What is the team composition?
We worked closely with two of their partners on the initial project and for the first couple of years. And then ongoing projects and support have been handled by a third dedicated developer.
How did you come to work with Baytech Consulting?
They had recently built a lead management system for our mortgage division, so we knew what they were capable of.
How much have you invested with them?
To date, we have spent close to $4 million on their services. Their licensing fee costs us $15,000 each month, and the monthly consulting support bill usually totaled in around $30,000.
What is the status of this engagement?
Our contract officially started in July 2012.
Results & Feedback
What evidence can you share that demonstrates the impact of the engagement?
Outsourcing the project to Baytech Consulting turned out to be the best decision. The new CRM system has improved our workflow dramatically and streamlined the lead management process.
How did Baytech Consulting perform from a project management standpoint?
Our workflow was a bit unstructured, but Baytech Consulting quickly adapted to our unconventional environment and met deadlines with ease. We gave them an office within our space, so we were able to meet often. They had a Slack channel for us to use, but we mostly communicated via phone and email.
What did you find most impressive about them?
I have worked with many developers over the years, and the team at Baytech Consulting is among the most talented I have ever worked with. It was a unique experience because they went beyond the surface level to understand our needs. Most of the developers that we engaged in the past aimed to complete the task as fast as possible and move on, but Baytech Consulting was committed to finding a viable solution to our business problem with the ongoing support we needed.
Are there any areas they could improve?
There was a brief period when a different developer took over ongoing support from the initial team, and the level of quality and support wasn’t as good. But they addressed this with a new team member who has been providing excellent support for several years now. So the area for improvement has already been taken care of at this point.
Do you have any advice for potential customers?
A simple misunderstanding could cause a project to go in the wrong direction, so it’s important to have clearly defined requirements from the beginning.
