Proprietary CRM Dev for Private Lender
The work is proceeding successfully with the team performing well. They manage the project effectively using a ticketing system to ensure deadlines are clear and met. They are skilled, professional, and take time to understand the business and its sector in order to develop a tailored solution.
Introduce your business and what you do there.
I am the business analytics manager of LendingOne. We provide rental loans to real estate investors, and we deal 100% with entities only. I was also lead project manager for the software implementation on the project with JetRockets.
What challenge were you trying to address with JetRockets?
We needed to have a proprietary CRM [Customer Relationship Management] built from scratch for our business. The majority of the CRMs for real estate companies are positioned towards individual name or borrower-type CRMs, but we wanted something more entity based. When we were looking for various software solutions that we could subscribe to, nothing matched our needs. As a result, my COO [Chief Operating Officer] and I decided on the proprietary route and to have our own loan origination system flash CRM built from scratch.
What was the scope of their involvement?
After identifying a need for the CRM, we reached out and provided them with the initial scope, outlining what business purpose we needed to fill and where we wanted to head with it, in addition to who this would impact from an operational standpoint. At that point, Jetrockets reviewed those requirements and really understood the depth of our business and what we were lacking.
JetRockets built our CRM, as well as the databases behind the CRM. Our CRM is 100% proprietary and there are many things that specifically match our business.
What is the team dynamic?
I work directly with a project manager and I serve as the business project manager. All internal communication regarding any software related changes, advancements, or improvements is brought to me, and I communicate with their IT project manager, who then communicates to the rest of the JetRockets team.
How did you come to work with JetRockets?
My CEO had experience working with them with a sister company.
What is the status of this engagement?
We began this project in the spring of 2016, and the work is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
It has been going well and there is nothing I can complain about. With any type of QA and requirement ticket, there may be things that are not understood or communicated properly, but nothing has been detrimental.
How did JetRockets perform from a project management standpoint?
They have performed exceptionally well. I have dealt with many different IT development project teams throughout my tenure, and their team is very well acquainted with the technology; they know what they are doing and understand the requirements thoroughly.
After I submit a ticket and it is received by them, we use a project management software in order for us to have live updates as well as communication to both of our teams. Their team develops it, they go through rigorous testing, QA [Quality Assurance], and development, and they then put the ticket in UAT [User Acceptance Testing]. At that point, I test it rigorously and we move it to our production environment.
What did you find most impressive about them?
The most impressive thing has been their response time and coverage. I have never been in a situation where I cannot get a hold of anyone. They are on top of things 24/7, which is very impressive for a relatively small team.
They understand the business very well, especially because they are external and are not living our business day in and day out. The team is knowledgeable, bright, and very talented all around.
The technology business is very volatile from a timing standpoint, and I know from my experience working with various teams in the past that they are the best in the business so far.
Are there any areas they could improve?
The only feedback I would provide is on the ETA [Estimated Time of Arrival]. Maybe 2% of all tickets and processes were a little underestimated in terms of the ETA to us, which can put me in a tough situation.
Do you have any advice for potential customers?
Rather than communicating solely over the phone, or sending a requirement sheet, make sure that everything is extremely explicit. This is general to all technology teams. Make sure the project is scoped out properly and that there isn’t any room for ambiguity from their team, as this entails inefficiency. I don’t believe this a responsibility of them; rather it is 100% the responsibility of the client. If a client can’t properly communicate or draw out what needs to be done in the system, then they shouldn’t request it. However, even if everything isn’t set in stone on your end, they can help along the way to get the project done.