How Coalition Technologies increases customer satisfaction rates with BugHerd turn, saving countless dev hours and project management time and money

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Coalition Technologies

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No. of BugHerd projects


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The Problem:

Top-ranked US e-commerce design, development, SEO and digital marketing agency (wow, impressive!) Coalition Technologies needed a solution that improved tedious QA processes and streamlined client communication around digital projects.

The tired routine process of properly identifying the issue, which often looked like:

Client: “There is a bug on the category page.

Dev: “What’s the bug?

Client: “Its a bit of text that is slipping outside of its border.

Dev: “What device and browser are you using?”

Client: “Windows laptop. IE10.

Dev: “We can’t replicate it. Where is it at? Did you clear your cache?” etc etc

… Sigh. Coalition Technologies needed a more efficient, streamlined way.

"We needed a solution that reduced the amount of time spent deciphering annotations of bug locations within pages."

Jordan Brannon
President at Coalition Technologies

How Coalition Technologies uses BugHerd

BugHerd is used at Coalition Technologies in conjunction with Basecamp, along with various design visualization tools such as Invision, Adobe Creative Cloud and Slickplan.

Onboarding of clients to using BugHerd effectively is done through a brief 15-20 minute on-screen tutorial, which is used mainly to bring the client on-board with the Coalition Technologies QA process such as classifying suggestions, requests or findings. Teaching the client to actually use BugHerd isn’t strictly necessary, as most users pick it up almost instantly. It’s just a point, click and enter feedback.

From there, they will typically inventory items, review their relevance to the scope of the work and then address through to internal task lists in Basecamp. The review process generally takes about one business day, instead of traditionally taking up to an entire day for every single round of email feedback.

"We’ve estimated the annotations of bug location within pages has saved us countless hours of development and project management time."

Identifying and resolving bugs faster reduces time spent on tickets and turnaround, meaning increased customer satisfaction and rate of collections for the agency. It’s a win/win.

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The Problem: Keeping everyone on track

Studio Moso is a digital agency based in Melbourne, Australia with a clientele that ranges from large scale banks to local glass manufacturers. The agency provides digital web services, including user experience, web design & development and UX design.

While managing projects involving external and internal stakeholders the team at Studio Moso needed to find a website feedback solution that provided an infrastructure to not only support their internal feedback needs, but that could also loop in external stakeholders.

Ultimately the product selection needed to minimize the number of email and document exchanges, thus save precious team member time and in turn reduce project budgets.

"The team at Studio Moso needed to find a feedback solution that not only supported their internal feedback needs, but could also loop in external stakeholders."

How Studio Moso uses BugHerd

Every staff member at Studio Moso uses BugHerd on an almost daily basis. In fact, the Studio Moso team is one of the earliest adopters of BugHerd (2012). Today they are using the tool as a part of their studio feedback infrastructure.

“We use a combination of software in our studio when managing projects: Bugherd (of course), Trello, Slack, Jira & Team Gantt all play an important role in our studio infrastructure.”

Senior Account Manager

Studio Moso mainly uses BugHerd with new clients, before launching the final website, feature or campaign. They do occasionally use the tool on a live site to mark up changes as required.

How Studio Moso uses BugHerd

After finishing the internal QA process of the new site, the Studio Moso team provides client access to BugHerd. The clients mainly use Chrome capture screenshots to pin issues and feedback, creating tasks for the team to action.

With the help of the upload documentation function, the feedback loop can get started and bingo! The tasks are sent back to the QA manager at the studio.

Once all the tasks have been collected from the client, the studio account manager will jump in and validate the tasks by replicating them. Once completed, the content of the tasks will be modified for the developer or the account manager to take over the ticket to be resolved.

Once the requested tasks have been completed, the tasks gets dragged and dropped to the DONE column on the Kanban board. In the tasks final review stage, the client gets the tasks assigned to them for one final review for them to be closed off.

The whole process usually takes under 2 weeks, for multiple rounds of feedback and communication. Imagine doing that all over email… shudder.

"BugHerd is a software we write into all our proposals and our clients love it just as much (sometimes more) than we do."

What Studio Moso loves about BugHerd

It’s really hard for us to remember a time prior to BugHerd! We have on a few occasions not provided a client with BH access and it’s been a slew of documents + emails with changes - enough to know that it’s saving us time (and money) by providing client access to it!