Discover how The Creative Collective, an award-winning marketing agency, reduced web development time and improved client satisfaction using BugHerd. Learn how centralized feedback and optimized workflows cut client emails by 50% and saved up to 10 hours per project.
Get to know
The Creative Collective
Customer since
2020
No. of BugHerd projects
No. of bugs created
No. of team members (+guests) using BugHerd
Customer since
2020
Client feedback response time:
Up to 50% faster
Time spent reconciling client feedback:
Reduced by 50% - 80%
Hours saved managing feedback:
Up to 10 hours per project
About The Creative Collective
The Creative Collective, is an award-winning, full-service marketing agency with offices in New South Wales & Queensland, Australia. With clients across the country, it has been delivering exceptional services across branding, website development, paid advertising, SEO, strategy, marketing, design, and print.
With a diverse clientele spanning education, not-for-profit organizations, mental health, retirement living, and medical industries, the agency is committed to providing innovative solutions tailored to each client's unique needs. Business partners, Yvette Adams and Katrina Lees, both lead the overall team, with Yvette focused on the company strategy, business development, content lead, performance and training teams, as well as managing some key accounts, and engaging in speaking engagements and media commentary. Kat focuses on operations, finance and leading the web and design teams, and also managing some key accounts.
Consolidation of feedback - a major challenge
One of the primary challenges encountered by the agency was managing and consolidating feedback from multiple stakeholders during web development projects. Feedback often arrived in fragmented forms—via email, phone calls, or meetings—leading to inefficiencies and delays. This disjointed communication made it difficult to interpret and act upon the feedback accurately.
An optimized feedback loop right from the very start
The Creative Collective team now introduces BugHerd into every project right at the beginning - at the design phase.
For example, the team used BugHerd effectively during the development of the GVS website, where they integrated BugHerd with the Figma design file, enabling stakeholders to provide precise feedback on the design and layout of the proposed website using dummy content.
This step was instrumental in securing early design approval before proceeding further. Once the design was finalized, it was updated with the actual copy and images, again leveraging BugHerd to collect and address final feedback.
This phased approach significantly streamlines the workflow of web projects, minimizing the need for extensive changes during development. By addressing most revisions early in the process, development time is reduced and the project's profitability is optimized.
“This project exemplified how integrating robust tools like BugHerd into our workflow can enhance collaboration and deliver exceptional results.”
BugHerd has helped centralize communication between the team and clients, and this has reduced confusion, minimized back-and-forth communication, and saved valuable time.
“BugHerd's intuitive interface allowed us to manage and track feedback efficiently, ensuring clear communication and a smoother path to completion.”
Great results all round
The implementation of BugHerd for website feedback has led to significant improvements for The Creative Collective team.
Emails and meetings were reduced by up to 50%. BugHerd consolidated all client and team feedback into one central platform, making it easy to manage and action.
There was faster feedback resolution. With clearer and more actionable feedback, the team improved efficiency, leading to quicker resolutions of bugs and feature requests, and better adherence to deadlines.
Client satisfaction increased. Clients appreciated the transparent and efficient feedback process, contributing to more satisfied clients and successful project outcomes.
“With BugHerd, we achieved faster project completion times and more satisfied clients."
Advice for others
For teams facing challenges with their website feedback process, Yvette and Kat recommend starting with a structured workflow and implementing tools like BugHerd to minimize inefficiencies. Encouraging clients to use the platform from the beginning of the project ensures alignment and clarity throughout the process.
"Don’t underestimate the value of a centralized feedback system for website projects. Tools like BugHerd can drastically reduce project management time and improve client relationships by making the process more transparent and efficient."
The Creative Collective team allocates two rounds of changes for its clients with clearly defined timelines against each round of changes. This way they are only actioning the feedback in two sessions which has minimal impact on their overall production schedule, and also provides the opportunity for a more laser focused approach.
What’s next for The Creative Collective?
With Yvette and Kat at the helm, The Creative Collective is expanding its AI integration, optimizing workflows and enhancing efficiency across projects.
They will also continue ramping their Partner Solutions service, providing businesses with expert marketing support.
But innovation in website development and digital marketing remains a priority. By including BugHerd into their feedback process they will continue to ensure that their projects run smoothly, and that their clients have the best experience.
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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.”
Karlie 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!
