Invisr LLC

Dear [redacted] and Whom It May Concern,   I want to start off by first apologizing to the Joe Coffee team for not meeting or exceeding your expectations for this [redacted] software implementation project. For the past 3 months, INVISR has been doing everything within our power to deliver a...

best in class [redacted] implementation, while trying satisfy new feature requirements.  Additionally, I have reviewed this letter for a few days to ensure that we respond accurately, and hopefully less emotionally than if we had replied the next day. My goal here is to let the facts speak, and to express our genuine hope that you continue with the implementation process.    The start of our project began December [redacted], 2015. In your official Revdex.com complaint letter to us, you mention this project has been dragging on, and that we have been working on this for eighteen (18) months (or “1.5 years” as written in your complaint) to deliver the final product. In fact, we delivered the project to the best of both team’s abilities on May [redacted] 2016 (also noted in the previously attached SOW with C. Barad’s handwritten notes). Throughout the duration of those five (5) months of working together, it was often difficult to get responses from your team, and looking back, I think we could have more clearly addressed the single-threading nature of the project’s key information and responses flowing only through [redacted]. This is not to point blame on any individuals, but only to reflect that expectations within the Joe Coffee team were different and unmanaged, since they were not involved during key milestones and calls with the INVISR team. This is something INVISR has identified as something we can improve, and have incorporated it into our project management training so that going forward we can recognize if there are indicators that a project may need realignment (on either side, the client’s or on INVISR’s).   There are some items noted in the copy of the Statement of Work that I wanted to respond to, so that we could try to settle certain topics we are not yet in sync on:   1.     Case Management.  Development around cases was something you noted on page 6 that we did not deliver on. Please reference page 9 stating that Case Management was out of scope. When you expressed your need for it, and your unhappiness that it was still out of scope on the delivery day, we worked together with [redacted] Account Rep on May 10th to enable this and give you a high level overview of how it works. Today it should still be active and available for your use, even though it was listed as “Out of Scope” in our Statement of Work.   2.     Cost of the Project.  The cost of our Statement of Work was $40,000. This was fully paid for in accordance with our schedule of payments outlined in the Statement of Work. In months where the payment was late, both sides worked together to agree on payment dates. There was nothing out of the ordinary to note here. It was in the Change Order process that we started to have concerns that because the first portion of the project was at a fixed fee cost, that the time and level of effort involved in making software development changes was being underestimated. The additional work requested which all fell outside of the original scope of work was 38 hours of work. (Email chain attached.) The 38 hours were negotiated down to 36 hours – which equates to $7,200, which we agreed to an installment plan over the following weeks, in 4 installments of $1,800 each. Half way through delivering the 38 hours worth of new features and requests, an additional requirement was added for 4 hours, which was asked to invoice as a standalone invoice for $800. The last two installments of $1800, or $3,600, were never paid. Once we agreed that the 36 hours of work in completing 18 new features and tasks were all completed, the final invoice payment was never received. When we asked for a date that this could be paid, you sent a email confirming payment would go out that day, Thursday September 1st. (Email attached.) We received your complaint letter from the Revdex.com on Tuesday, September [redacted], 2016.   Total Cost for the Project which was paid: $44,400 Total Unpaid Invoices: $3,200   *(please see an email attachment dated September *, 2016 – Subject: Stop Payment)             Amount listed in Revdex.com Letter received, which we believe to be inaccurate: $50,000.   3.     Purchase Date.  As mentioned previously, our Statement of Work with Joe Coffee Company was executed on September 30, 2015. As mentioned in discussions with the software vendor, [redacted], a kickoff meeting could not be scheduled until December 2015. This is just to clarify that we have not been under contract with Joe Coffee Company for “1.5 years” or “13 months” as the complain indicates.   4.     Custom Development.   The reason this project was fixed bid was because we were utilizing an established asset on [redacted]. The requirements around a customized Joe Coffee Company look and feel for the ordering Community, and the newly requested “native Salesforce objects” request from September [redacted], 2016 are contradictory in nature.   5.     Training.  Part of the handwritten notes mention that there was no training or advice given. We apologize if you feel that you still do not have the support needed. We have brought in an exclusive support team from [redacted], as well as provided multiple training calls throughout to ensure you felt supported. We are unable to attach our last recorded call from August 30th which specifically goes over Report Building, Public Groups, Custom Report Types, and much more. I can send this at your request via email, and it has been shared with the Joe Coffee Company team and [redacted] for review.   6.     Accounting/QuickBooks.  During the project, many integration topics and concerns were addressed. Unfortunately, [redacted], the software vendor, does not have a good way to support integrating with Desktop based versions of QuickBooks Accounting. We discussed the Online version of QuickBooks, and how we could help to develop and implement the integration with a version of QuickBooks that was compatible with your selected software, however if was decided that Joe Coffee could not support this upgrade, and wished to forego this piece if it could be solved in an alternate manner. In order to address this, we brought in a third party vendor, to assist with linking your Desktop QuickBooks data to an integration tool called Transaction Pro.  Although INVISR does not specialize in this third party integration tool, we spent dozens of hours connecting you with your Transaction Pro contact, building the initial macros which would be utilized, and did not charge for any of this time.    In the end, INVISR wants to support Joe Coffee Company’s decision to go with an alternate implementation vendor for their [redacted] needs. We sincerely hope that the team will continue with the implementation process to see the project through, as the software and new business processes will help to scale and connect the Joe Coffee Company teams and customers with speed and scale.   We are unable to send training videos in an unsecured manner, but there are dozens of training and check in calls that we can provide, should anyone request them for review purposes.     We wish Joe Coffee Company the best, and will continue to provide as much information to [redacted] (the software vendor), and the new developer or implementation individual or company as best we can.   If there is anything further that INVISR can assist with immediately, please do not hesitate to reach out to us via email.   With kind regards,     Customer Service Representative INVISR LLC [redacted]