About Redback Solutions

Based in Newcastle, Redback Solutions is one of Australia’s longest-running digital agencies. Since 1999, the team has been designing and developing custom websites, creating content, and delivering digital marketing strategies for clients across almost every industry, including universities, NGOs, eCommerce brands and government agencies. 

Managing Director, Dave Eddy, leads ‘the dream team’ which includes Tara Fuhrmann (Web Project Manager), Kyle Fuhrmann (Design & Development Director), Shane Welldon (Lead Web Developer) and 26 other skilled specialists in everything from SEO, to WordPress development, Google Ads and content production.

With a strong focus on long-term client relationships and high-quality digital experiences, Redback prides itself on delivering tailored solutions that meet each client’s unique needs. The team takes a collaborative, hands-on approach to every project, balancing creativity with technical expertise. 

The proof is in the pudding! Redback recently brought home three well-deserved awards at the 2025 Australian Web Awards.

The challenge: Feedback overload and a clunky revision process

“We were getting waffly emails and chaotic spreadsheets with client requests that were difficult to manage. It wasted time and created frustration on both sides.” 
^{- Tara Fuhrmann}

Traditional website feedback processes weren’t working, and the agency’s web designers needed a more efficient way to manage feedback at scale.  This was clearly evident with one of Redback’s long term university clients which required, and continues to require, lots of ongoing work across their website. They have a large website with lots of different sections, custom functionality, ever-changing course modules, etc. They also have many stakeholders involved, that request changes and log bugs for various sections of the site on an ongoing basis.

Managing this feedback manually using outdated methods like spreadsheets and emails took up valuable hours and made it hard to focus on what mattered - producing high-quality work. It was time consuming, frustrating and inefficient for both Redback and the university stakeholders.

The solution: BugHerd + Slack = clarity, structure, and faster delivery

Redback’s main goal was to gather and organize feedback from multiple stakeholders in an efficient and orderly fashion, so they adopted BugHerd in 2018 to bring order to the chaos. 

By allowing stakeholders to leave feedback directly on live and staged web pages, Redback’s team could instantly see exactly where an issue was, along with all the user technical details they needed, and they were able to act quickly.

Integrating BugHerd with Slack helped the team keep communication in real-time, without missing a beat and it made their feedback process super smooth and easy for everyone involved.

“BugHerd made our projects more efficient and easier to manage. It saved time and money, and removed a huge source of frustration for both our team and our clients.”
^{- Dave Eddy} 

“We’re now able to spend more time doing great work instead of decoding long client emails.” 
^{- Kyle Fuhrmann}

Why BugHerd continues to be Redback’s go-to

For the team at Redback Solutions, improving the way they manage client feedback has had a transformative impact; saving time, reducing frustration, and allowing them to focus on delivering great work. 

By investing a little time upfront to tailor BugHerd to their workflow, Redback has created a smoother, more scalable process that benefits everyone involved. The result? Happier clients, stronger projects, and a lot less stress along the way.

‍Redback’s advice for other agencies

For teams still stuck managing website feedback the old way … What are you waiting for?  Don’t underestimate the cost of doing things the hard way!  Using BugHerd will cut out all those feedback dramas and save you time, money and client dissatisfaction. 

1. Count the opportunity cost of manual feedback. Spreadsheets and long emails drain profit.
   
   
2. Invest a little time up-front. Learn BugHerd’s capabilities, map it to your workflow, and integrate with tools like Slack. The efficiencies you’ll gain will be a game-changer.
   
   
3. Educate clients early so they know exactly how to log tickets and keep up-to-date on where their feedback is at. Your clients will love using BugHerd!
   

“Tailor BugHerd to your processes, plug it into the tools you already use, and watch the wasted hours disappear.”
^{- Shane Welldon}

As Redback’s portfolio has grown, so too has their commitment to refining internal processes and maintaining the high standard of service their clients have come to expect.

BugHerd continues to play a key role in Redback’s delivery process, helping the team collaborate more effectively, respond faster, and produce better results for their clients.  

Want to see how BugHerd can save your team hundreds of hours too?
Try BugHerd free (no credit card required) or book a demo.