Kindly share your feedback on how GoodFirms has been doing so far in increasing your visibility among potential clients.
We have always had a great impact on our business visibility among potential clients via GoodFirms. The quality of traffic we get on our website is very genuine and so far we have had an amazing experience with the team.
Please introduce your company and give a brief about your role within the organization.
Digital Upward Pvt. Ltd. is a Delhi-based 3+ years old company with a team of 30+ professionals. Our team comprises of talents with 10+ years of experience in their domain. We offer services like website designing, website development, customized software development, social media marketing, search engine marketing, and mobile app development.
I am the director and technical head of the company. I involve personally in the projects and clients' coordination to keep the work in control and deliver the result as per client expectations.
What is the story behind starting this company?
I have worked with various companies for 10 years and identified the gap between the organizations and client where organizations usually fail to understand the exact requirement of the client as the point of contact between client and organization is a business development executive with little technical knowledge.
The outcome of which is a delay in project delivery and clashes between the client and the organization. Here in Digital Upward, the head of each team comes in conversation with the team to understand the requirement.
What are your company’s business model–in house team or third party vendors/ outsourcing?
We have an in-house team of 30+ professionals working in various teams.
How does your company differentiate itself from the competition?
The client is our topmost priority; we don’t only say this but also practice this in the organization. If the issue is critical, our team is readily available to assist the client with the issue even at odd hours and non-working days.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
In the past 3+ years, we have worked with clients from various industries that belong to manufacturing, FMCG, travel, medical, handmade gift, handicrafts, education, home décor, fashion, etc. Our client engagements are usually for forever as constant maintenance is required.
Please share some of the services that you offer for which clients approach you the most for?
Website designing, website development, customized software development, social media marketing, search engine marketing, and mobile app development.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Our customer satisfaction rate is almost 100% as one can see from the valuable feedback we have received from our clients on various review portals including Google. We assign a POC as soon as clients give us a heads up for the project so that POC is always available to answer all queries of the client and make sure that the work is delivered on time.
What kind of support system do you offer to your clients for catering to their queries and issues?
Clients can always reach us through any mode of communication like email, call, WhatsApp, or query form on the website. We always give priority to our existing clients by resolving the concern within a period of 24hrs, if it is a working day, and 48hrs if it is a non-working day. In case of critical issues, which may affect the client financially, we try and fix them even at odd working hours and non-working days.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
The payment structure is pay per milestone so that clients only pay when they see a part of the project is being done. It suits best to us and the client as well.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Yes, we do go ahead with the projects which meet our basic budget requirement because in the end what matters is the satisfied client who is going to stay with us for a very long time and if we deliver good service, s/he will definitely recommend us their peer group.
What is the price range (min and max) of the projects that you catered to in 2020?
The minimum and maximum price range of the projects that we catered to in 2020 is $200- $ 3000 respectively.
Where do you see your company in the next 10 years?
We are planning to launch our services in the global market and our team is working day and night for the same. We already have clients from US, UK, and UAE and I believe, in the next 10 years, we will have a customer base in 7+ countries in the world.