After running hundreds of projects, we’ve noticed that there are a few main challenges for companies working with freelancers, consultants and agencies supporting them with development and other services:
Let me show you how we address these problems at SoftwareSupp by managing the network of certified freelancers and what kind of guidelines we follow when working with customers, by:
Important! SoftwareSupp is an elite network of freelance professionals and we always deliver highest quality work and services to customers, aligning to customer's demands and expectations. Experts need to organize their time and engagement (either full time, part time or hourly) to meet the standards required by SoftwareSupp's customers and are required to deliver actual relevant work for the customers. Certified SoftwareSupp Freelancers need to represent highest standards both in terms of communication and skills and shall properly represent SoftwareSupp.
Work and updates
We work in weekly sprints, meaning:
Key work is planned and reported through a dedicated platform available for experts and customers for free.
Reporting and communication
Key communication like milestones updates and additional work need to be reported through SoftwareSupp project board.
Regular communication is conducted through a preferred customer's communication channel.
For email communication, SoftwareSupp delivers a dedicated mailbox under domain expert.softwaresupp.com for every member of the network.
All the tasks that are in progress or are completed need to have a number of hours spent reported.
All the tasks that are on the to do list, need to have an estimated number of hours to complete, indicated.
The above are required for a proper settlement, remuneration process as well as to ensure top quality service for our customers.
We provide 1h response time to the customer. For every query handled we deliver:
a) an answer to the customer question (the real and actual one, once we don’t know something and need to check on this, we say this, if we require more time to work on the job/problem, we communicate it transparently)
b) estimated time to complete the job, delivery time
(in hours or a deadline when it can be delivered, preferably by reporting in SoftwareSupp project system)
Every query (if it requires action on the developer/expert side) should be followed by:
a) Actual action/activity taken by the expert/developer, work delivered
b) A task created in the system (this can also be done in weekly summaries)
If we don’t know the answer:
a) if it can be checked quickly (e.g. by asking our community/partners) we 1. Inform the customer that we’re checking on this, 2. check with other experts/developers. An internal SoftwareSupp team or a community of expert can then come back with the answer to the question and support a developer/expert in solving the issue)
b) if it requires research (e.g. dev issue) we 1. Inform the customer that we’re checking on this and that it might take a while and 2. check on this by running research.
Any access to the software should be collected by using one of the below process:
a) Adding your email under domain expert.softwaresupp.com account as admin, or:
b) Adding firstname.lastname@example.org account as an admin, or
c) Submitting access through a secured form:
Any dev work is performed according to the following process:
a) The solution is always first implemented on the freelancer's or company’s staging environment
b) The solution is tested for proper setup/implementation
c) The solution is released on the production or is simply duplicated for the company’s production in the same way it was implemented on staging
Meeting (or remote sessions) guidelines:
Hourly tracking at SoftwareSupp:
For projects with hourly tracking, we do hourly tracking for every completed job and item, reporting the time spent in the dedicated project board.
Quality monitoring guidelines:
A customer is sent a weekly questionnaire checking on the customer’s NPS score (how likely he/she is to recommend our services to a friend).
Link to the form is available in the dedicated project board.
Payments for services are made based on reported hourly time and freelancer's hourly rate every 2 weeks to the freelancer's safe balance account.
To receive payment for your services to your bank account, please send the payout request to email@example.com, together with the bank details and/or invoice.
The payments to the bank accounts are made in 24h time.
SoftwareSupp experts can participate in lead acquisition process.
By participating in lead acquisition process expert can earn:
- 25% of the customer's lifetime value if the lead is passed to the pool of other certified freelancers (e.g. no work capacity)
- priority in handling the customer as an expert
This process involves:
1. Introduction of SoftwareSupp network (SoftwareSupp’s values, mission and the kind of benefits SoftwareSupp customers get once they become the customer including network access, platform, etc.)
2. Presentation of the SoftwareSupp offer, pricing.
3. Planning and project drafting
The sales process involves 30-60 minute meeting showcasing how SoftwareSupp works and presenting the next steps in the process.
SoftwareSupp provides leads to be acquired through SoftwareSupp platform.
To launch the work with SoftwareSupp and hire a Certified SoftwareSupp Freelancer, the first step is always getting an hourly plan (up to specific amount of hours depending on the expert’s hourly rate), which starts at $300.
The minimum hourly rate is $50/h and the customer will always get the person with the right tech/software stack within this rate from EU / Asia, ready to start work in 24h time. In case the customer requires a US-located or Western Europe located person, the minimum hourly rate might rise to $100/h.
The minimum hourly rate is non-negotiable.
Every lead needs to receive a summary with planned work through SoftwareSupp Project system (expert creates an account for the customer if this hasn't been created by the customer and builds the project in the system), this acts as tracking for commission and remuneration purposes.
Once the hourly plan is launched, a customer instantly opens the communication with a certified freelancer, having access to the project board allowing to submit any tasks or items for realization.
Once a customer has an hourly plan active, they might decide to realize a larger project or regular engagement, get an offer and estimate for their project. For this a similar process applies (planning work through project system).
Expert should notify SoftwareSupp about every lead's outcome, both in case of success or loss.
SoftwareSupp notifies expert about the outcome shall it arises on the SoftwareSupp's side.
Important! Experts can earn by acquiring and processing SoftwareSupp leads but can also refer SoftwareSupp externally through SoftwareSupp Partner Program, earning 25% lifetime commission with the use of built in affiliate link system.
The information about the project is shared with the available pool of certified experts based on experience and skills in selected technology. Typical information indicated in the project include:
Experts can sign up for the the project providing most important information about their offer, including:
Important aspects of sending your offer at SoftwareSupp:
The expert is then selected by the customer or suggested by SoftwareSupp team based on:
The ultimate decision on the expert's selection/choice is always made by the customer.
Important! Contracting SoftwareSupp customers/projects outside SoftwareSupp and discussing the expert's remuneration issues between expert and SoftwareSupp without SoftwareSupp engagement/approval is forbidden and can result in immediate termination of co-operation between SoftwareSupp and the expert.
After the customer's decision and start of the project, a customer and expert receive a welcome email that contains:
Once the customer is onboarded to the project, he/she is requested to share access to software tools through a secured password submission form. Together with the password, the customer should also be requested to deliver information about the company’s stakeholders (email addresses, phone numbers).
An expert/freelancer is onboarded to the project, following the below process:
Digital Marketing Freelancer at SoftwareSupport
Customer Acquisition at SoftwareSupport