‍Q: Can you share a challenging project delivery story and how you navigated it to a successful outcome?

Mayank: One challenging project was in Indonesia, where the client didn’t know what FPU (Factory Production Unit) was running on their shop floor. We analyzed the issue and recommended tracking their POs (Purchase Orders) instead of FPUs, which led to better reconciliation of their inventory. Another example was when we implemented the Per-Piece module at Matrix, our first client for this feature. We faced several bugs and challenges, especially with new hardware like scanners and printers. But after a 30-day POC (Proof of Concept) and collaboration between product, development, and delivery teams, the project stabilized.

Q: That's interesting. Are these the most challenging ones?

Vatsal: Yes, but another one was in Bangladesh, where we were deploying "Maintaini8" for the first time. We had over 1500 machines to label with QR codes, and attaching them took much longer than anticipated. Also, users’ phones were old, making it difficult to use our app. After a lot of effort, we managed to overcome these issues, and now everything is running smoothly.

Q: How do you ensure client expectations are met or exceeded during the delivery process?

Vatsal: Clear communication is key. We communicate with clients through emails and WhatsApp, ensuring everything is documented. We also keep track of client expectations from the sales team and have project closure meetings to review objectives, challenges, and outcomes, ensuring clients are satisfied and their expectations are exceeded.

Q: How do you handle last-minute changes or requests from clients?

Mayank: We now have a process in place. If the request aligns with our product roadmap, we deliver it based on internal timelines. If it's a configuration change, we communicate the cost and timeline to the client. Depending on how strategic the client is, we also involve senior management in the decision-making process.

Q: How do you keep communication clear and consistent with clients throughout a project?

Vatsal: During implementation, we send daily emails to clients, outlining completed tasks and next steps. We also use WhatsApp for quicker communication. These daily updates ensure transparency and allow clients to provide feedback regularly.

Q: How do you collaborate with sales and product teams to ensure smooth delivery?

Mayank: If we face challenges or need help from the sales or product teams, we usually set up a Google Meet to discuss. We also use Slack for communication with these teams and Jira to communicate with the product team. This collaboration ensures smooth project delivery. For example, if a client is facing issues with hardware or doesn't want to implement certain departments immediately, we liaise with the sales team for resolution.

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