Australia’s
cloud software
experts

We’ll boost your business with world class
Zoho software engineering.

Just $129 $89 per hour plus GST.

Offer ends soon, learn more. Message us now!

Why choose us?

Smartmates are experts in helping Australian businesses customise Zoho, Hubspot and
Salesforce cloud softwares. This helps unleash the world’s best operational technologies upon
any company, large or small.

Authorised partners

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Smartmates® are Authorised Partners by all the platforms we specialise in, including a certified Zoho Partner and Hubspot Partner.

Australia’s low-cost experts

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Smartmates® are committed to delivering exceptional value for money without compromising on the quality of service delivery.

World-class standards

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Smartmates® act according to global best practices as a top tier technology consulting firm, including how we engineer your software, and how we manage your project delivery. We also take big steps to guard and protect your confidentiality.

Certified software engineers

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Smartmates’® software engineers are independently certified experts in the cloud-softwares we engineer.

Transparent, honest billing

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Smartmates® bill only for the exact amount of time we spend on our client projects. Our core operating principle is an accurate, transparent and honest billing system. Learn more about our billing model.

Happy, loyal clients

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Smartmates’® clients keep coming back to us because we’ve earned their trust, and we will endeavour to earn yours too. Read our testimonials.

How we work

Smartmates® act according to global best practices as a top tier technology consulting firm,
including how we engineer your software, and how we manage your project delivery.

1

Project planning

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During a project planning online conference, our project managers will listen to your ideas and goals for your project, analyse them according to your chosen cloud software, and then develop a detailed plan to complete each of them with an educated estimate as to the time and cost to reach your objectives. More about project planning.

2

Project
implementation

Learn more

This is where our certified software engineers get started customising the cloud software to meet your business objectives. Your dedicated project manager will work closely with your engineering team to make sure the project is running smoothly. More about project implementation.

3

Regular
review sessions

Learn more

In these regular review sessions, we will demonstrate the work that has been completed in pursuit of your objectives and ensure your satisfaction. This is your chance to also have an impact on the direction of the engineering. Then, once all of your requirements have been completed, we will invite you to a final project review. Learn more about regular review sessions.

4

Final
project review

Learn more

In this phase, we will give you a clear and simple tour or walkthrough of your finished software. This is a good opportunity to ask any questions you have, including tips on how to roll out the software among your team and ensure it is being used correctly. More about final project reviews.

5

Training and
rollout sessions

Learn more

We offer company wide online training - one on one, or group sessions - and we also prepare custom made guidebooks that your staff can refer to in order to ensure the software rollout is being used correctly. More about training.

6

Maintenance
& improvements

Learn more

Because your software is a living breathing ecosystem, there’s often continual tweaks or improvements needed to your software. It also includes maintenance of your software’s ecosystem and ensuring user compliance. Learn more about maintenance.

Testimonials

Smartmates® are unwavering in our devotion to satisfy and delight our clients. Learn about our satisfaction promise.
Learn about our satisfaction promise.

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“Smartmates stepped in on day one of our launch and over the past 2 years has customised and managed the roll out of Zoho CRM, Zoho Analytics, Zendesk, Trello and many more cloud softwares which over that time has helped drive our success as Australia’s No.1 Marketplace.”

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“Worked with Smartmates and was very impressed with their professionalism, listening and execution.”

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We were delighted and relieved to have found complete professionals who knew what they were talking about - and offered very competitive pricing too. Smartmates are now an integral part of our technology ecosystem.”

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“We contacted Smartmates because we had a very complicated cloud software project we needed engineered. We could tell right from the start Smartmates are one step ahead of their competitors - super organised, exceptional communications and they delivered our project above and beyond our expectations. Highly recommend without a doubt.”

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“We have been a client of Smartmates for many years, and we keep coming back to them simply because they are fast, smart and well priced.”

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“As a technology startup, we needed help building our operational ecosystem using Zoho software. We found Smartmates on Google and from the very first planning session we knew we have found penultimate professionals. Plus Smartmates really delivered fast and with exceptional value for money.”

Our certifications

SmartmatesⓇ are independently certified and authorised Zoho and Hubspot partners.

Learn more

Being a Zoho Partner means that Smartmates® have been independently certified as meeting specific criteria from Zoho as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Zoho Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Zoho’s platforms.

Contact us for a Zoho consultation
Learn more

Being a Hubspot Partner means that Smartmates® have been independently certified as meeting specific criteria from Hubspot as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Hubspot Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Hubspot’s platforms.

Contact us for a Hubspot consultation
Learn more

Being a Zoho Partner means that Smartmates® have been independently certified as meeting specific criteria from Zoho as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Zoho Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Zoho’s platforms.

Contact us for a Zoho consultation
Learn more

Being a Hubspot Partner means that Smartmates® have been independently certified as meeting specific criteria from Hubspot as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Hubspot Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Hubspot’s platforms.

Contact us for a Hubspot consultation

Frequently Asked Questions

All the information you need to know
about how Smartmates will deliver your
software engineering
project.

  • How do you bill your clients?

    • What is your billing model?

      At Smartmates, our billing model rests on our highly experienced project managers and software engineers. We invest every year to up-skill and advance our human capital so as to provide world-class software engineering services. Our people are our commercialisation model, and as such - like all top tier consulting firms around the world, we bill for our time. Smartmates billing model is accurate, transparent and honest. We bill for the exact amount of time we spend delivering your project - and not one second more. We don’t offer fixed fee services because it is never accurate: one party (us or you) always loses every time (learn why here). Instead, once we have completed your project plan, we provide educated estimates for budget guidance on the time and cost of your project. We then recommend the best prepaid consulting packs for your project. Once you have topped up your Smartmates balance with one of our prepaid packs, our project managers and software engineers will debit their time from your balance and provide you with weekly detailed timesheets.We call them Smartmates Statements and they detail every single task that has been achieved in pursuit of your project plan - and the exact amount of time our experts spent on it.

    • What is a prepaid consulting company?

      Smartmates is a prepaid consulting company, which means we take payment upfront via the purchase of prepaid packs. At Smartmates, we’re committed to delivering exceptional value for money without compromising on the quality of service delivery. Our prepaid billing model is a central part of our commitment to an accurate, transparent and honest billing model. After listening to and understanding your requirements, we’ll recommend the Smartmates pack that is best suited to deliver your project in the most cost-effective and time-efficient way. We will then debit your pack for the hours we spend working towards the delivery of your project plan. Often, we like to break projects up into smaller phases where it makes commercial sense to do so. If you feel uncomfortable prepaying a large project, you can choose to prepay a smaller phase. Sometimes, we don’t recommend or even allow this if we feel doing so will impact the momentum we build internally as our minds come together to solve your requirements. After all, we only secure the resources for your project upon prepayment, and sometimes projects require advanced securement to ensure successful completion. Your project manager will advise you on what’s best for your specific project.

    • How much does Smartmates charge?

      Smartmates offer a flat fee rate of just $129 $89 per hour plus GST with a minimum project size of 10 hours. After we understand, document and deliver your tailored project plan, we’ll estimate the number of hours required to get your project completed. Once you top up your Smartmates balance, we’ll get to work engineering your project to world-class standards and ensuring any implementation we do compliments and strengthens your business processes - namely, increasing efficiency, fostering scalability and driving overall profitability.

    • Which prepaid consulting pack should I purchase?

      We’ll help guide you as to the best prepaid consulting pack for your project. Our educated estimates evaluate the number of hours we need to deliver your specific requirements. The detail of your project educated estimates will be presented in your project plan quotation. We build a tailored prepaid pack for you based on the educated estimates relevant to your deliverables.

    • What is an educated estimate?

      An educated estimate is our commercial approach to provide you with an accurate estimate of the delivery time and total cost that your project will require - based on your project plan quotation. The main considerations that influence your educated estimate include

      1. - an analysis of the historical time similar deliverables took our software engineers to complete in the past;
      2. - the availability of our relevant certified software engineers that are experienced in your chosen platform and product at the time of the educated estimate (so they can be reserved for your project);
      3. - the complexity of your project.

      When considering the timing of project delivery, we also make the assumption that you will be “actively responsive” to our ongoing requests for information. “Actively responsive” means same or next day responses to our requests to you. Untimely responses from our clients will increase the delivery time as compared to the educated estimate. Whilst an educated estimate is not a guarantee, it is certainly very well informed - and in most cases, spot on. However, we can never actually predict actual hours. It is impossible to do so simply because we don’t have a crystal ball to forecast the myriad of unknowns that may occur. Actual hours may be higher or lower and we will only know after we complete each requirement of your project.

    • Why don’t you offer fixed fee quotes?

      We understand that fixed fee quotes provide budget certainty. Our observation is that in the fixed fee game, there is always a loser - whether it’s you or us, and here’s why: Fixed fee quotes are almost always wrong - one side wins, and the other loses. That’s because when it comes to software engineering it’s impossible to accurately forecast the exact amount of time every single task and deliverable will take. There are far too many dependents, uncertainties and “what if” or “but for” complexities.

      In the fixed fee game, if the quote overestimates the actual number of hours the project took, the seller wins because the buyer paid for more hours than the project took. If the quote underestimates, the buyer wins because he paid for fewer hours than the project took. It’s a win/lose in every case.

      At Smartmates, we prefer win/win and that’s why we ditched the fixed fee model in pursuit of an accurate, transparent and honest billing system. We sell all our software engineering services via a selection of prepaid packs that offer different hourly rates and inclusions. We then debit all the work we do in pursuit of your project delivery from your Smartmates balance delivering your weekly Smartmates’ Statements that detail exactly how every minute was used. Combined with our regular incentives and bonuses, we remain one of Australia’s best value, world-class software engineering companies.

      If you don’t use all the hours in your pack, they remain valid for 12 months for you to use for support or enhancements from your Smartmates team. That way, you pay for what you use, we bill for what we do, and everyone wins.

    • How do I know how my prepaid pack has been used?

      As your dedicated project managers and software engineers complete each task towards your project plan, they will log a detailed description of the specific task achieved and the actual time spent on it. This information will appear on your weekly Smartmates Statement and the time spent will be debited from your Smartmates balance. You can also request a copy of your real-time Smartmates balance at any time. Your Statement is your record and history of all the work your Smartmates team have done on your project and we’re proud of our transparency in service delivery offered by our statements.

    • What are the tasks your software engineers bill for?

      On your weekly Smartmates Statement, you’ll see that your software engineers may bill for things like research, preparations, investigations, estimating requirements, strategic planning, software engineering, problem-solving, support implementation, emergency and unforeseen circumstances and feedback adjustments. You’ll have full and real-time transparency around who did what and how that contributed to your software engineering project in your Smartmates balance.

    • What types of things do your project managers bill for?

      Your Smartmates project managers are the gateway between you, your requirements, your software engineers and the Smartmates operations and administrative support teams. As their title suggests, project managers will manage your project to successful delivery and keep you updated along the way. Things our project managers bill for include drafting emails, reviewing emails, drafting documentation, file management, telephone calls, online meetings, project plan quotations, project implementation, internal meetings related to projects, client meetings, support meetings, meetings with engineers, operations and administrative support staff. You’ll have full and real time transparency around who did what and how that contributed to your software engineering project in your Smartmates balance.

    • What types of things do your business analysts bill for?

      Your Smartmates business analysts are responsible for bridging the gap between clients, software engineers and project managers to determine requirements, conducting research and investigation, providing implementation solutions and delivering data-driven recommendations to clients and project managers. Like their title suggests, business analysts will use their analytical skills to evaluate, recommend and implement a solution focussed process towards your business objectives. Things our business analysts bill for include analysing data, conducting research and development, preparing project implementation plans and documents, undertaking cost analysis, developing manual training documents, attending support meetings, attending meetings with engineers, operations, project managers and administrative support staff. You’ll have full and real time transparency around who did what and how that contributed to your software engineering project in your Smartmates balance.

    • What happens once I’ve used all of the hours in my pack?

      Once your Smartmates pack is used in full, we will stop working on your project until your balance is topped up again. But rest assured, we’ll notify you when your balance reaches 20% of the original top up value. That way you’ll have time to decide if you’d like to top up and a clear picture of what your might want to instruct us to build for you next.

    • What happens if I don’t use up all my pack?

      If you don’t use all of the hours in your pack for whatever reason, they remain valid for 12 months for you to use for support or enhancements from your Smartmates team. Or, we can use it towards a new project. Rest assured, when it comes to the world of cloud software engineering - there’s always a new or better app that can revolutionise a business process for you. You’ll always have a use of your Smartmates balance and our business experts can help recommend things you may want to consider as you strengthen your digital ecosystem with us.

    • Does my prepaid Smartmates pack expire?

      Yes, your Smartmates balance is valid for 12 months for you to use across any Smartmates services. After 12 months, your balance expires. Rest assured, we are very proactive at informing you that your balance is unused and we will make every reasonable effort to give you as much notice as possible so you can decide where you’d like to allocate it.

    • We found another supplier that is cheaper, do you price match?

      Absolutely not. We’re committed to delivering exceptional value for money without compromising on the quality of service delivery. We cannot price match with other suppliers because often our implementation plan and strategy is different than theirs. We’re proud of our world class technical knowledge and operational standards and we don’t participate in the price match game.

    • Do I get charged for ongoing support after project completion?

      Yes, absolutely! Software engineering is generally not a static deliverable. It’s very rarely a “set and forget” phenomenon. It is a living part of your new technology infrastructure and ongoing support from your software engineers and project managers is something you will likely need into the future. It’s why companies around the world have IT support desks - technology needs continual support, continual improvements and continual bug fixes. We will debit our time from your Smartmates balance for any work you instruct us to complete and when your balance gets low we will let you know it’s time to top up. We stop work as a matter of process when a clients’ Smartmates balance is zero but we’ll always give you plenty of notice to ensure than any ceasation of work is based on your demand.

    • Why should I pay for bugs in the software you delivered?

      Bugs and development errors are always a part of any software development project - worldwide. Whilst time can be spent in testing, bugs or errors are often best detected after the user operates the software in real life situations. In these situations, our software engineers can jump in and fix them fast. No software development professional can foresee or predict the full spectrum of potential bugs that may arise in your project delivery due to the inherent complexity and multiple unknowns. Our model is to bill for all the time we spent working on your project and this includes time spent in resolving bugs.

    • Why was I charged for something that wasn’t part of my project plan quotation?

      We will debit the time our project managers, business analysts and software engineers spent for any work you instruct us to complete from your Smartmates balance even if these tasks were not contained within your project plan quotation. An instruction is usually a written or verbal request for us to do something towards delivering six steps to software engineering services. If you give us a verbal request, we will make sure to send you a written summary of this request and wait for your written reply approving the next steps. It’s part of our billing model where we bill based on time spent.

  • How do I get started?

    • How do I get started??

      To get started, send us a message or give us a call. Our sales engineers will listen to your overall needs and assemble the appropriate Smartmates experts to join a video conference with you. Our time attending the conference is free. From there, we’ll go away and prepare a project plan quotation. Often, this is also complementary. For larger, more in depth project plans, we will require our hours of investigation and analysis to be paid first. We’ll let you know if that’s the case for your project.

    • What is a project plan quotation?

      Project plan quotations are the vital first step for successful software engineering - and probably the most important phase of any technology project. World-class project management starts with world-class project planning. Your project plan is the vital roadmap forward that details the optimal steps we will take to deliver your project in the most cost-efficient and time-effective manner. A smart project plan saves money, time and headaches in the future, and ensures a smooth, seamless implementation. After our sales executives get to know a little bit more about your business objectives from your cloud software, we’ll invite you to participate in a project planning session so we can create your project plan quotation.

    • What happens in a planning session?

      During a 30 to 60 minute (depending on your needs and availability) planning session, we will uncover and document your technical and commercial objectives so that we can create your project plan quotation. We do this by listening to what you want to achieve and asking the questions to help us hone in on the most practical and efficient solution. We’ll “put ourselves in your shoes” to understand how your business works. We will remain focused on how we can eliminate trivial tasks or unnecessary manual processes in your business flow. Our mission is always to automate as many business processes as possible and deliver upon your business the incredible efficiencies of your chosen Business Automation Software, without you needing to worry about a thing. The planning session is always a two-way conversation where we get the learnings we need to document clear and specific milestones.

    • What do I need to prepare for my planning session?

      You can speed things up by preparing for your planning session. Valuable things you can do include listing out all the things you want from your cloud software project in plain English - in other words, whatever ideas or goals you have on how you want technology to help your business. If you can list those in dot points and forward it to us beforehand, we’ll hit the ground running in our video conference. It’s always very valuable if you can also prepare any supplementary information or documents about your business background and workflows which could significantly speed up our strategic planning process too. Feel free to flick them across to us, and rest assured - we protect your data with the utmost confidentiality from the very first moment you reach out to us, and for “all-time” thereafter. Check out our confidentiality provisions in our Standard Service agreement here.

    • What happens if my project plan quotation is relatively in-depth and time-consuming?

      In many cases we’ll need to deploy more resources to finalise your project plan quotation. This is because project planning takes a great deal of research, analysis and scenario-testing. Time spent on your project plan quotation saves time and money in the project implementation and is, therefore, the wisest investment in achieving your objectives. If we’ve already spent a fair amount of time and your project plan quotation is not yet complete, we will conduct an educated estimate for the remaining time left to deliver your project plan. We will then recommend the best Smartmates prepaid pack to fund your project plan completion. Trust us on this one - an investment in your project plan quotation is an investment in the roadmap that will take you to your destination, you don’t want to cut corners and end up in the wrong place!

    • What happens when my project plan quotation is ready?

      Once your plan is finalised with your input and review, we’ll both be fully equipped with everything we need to know about what needs to be done to achieve your specific objectives. With your project plan quotation in hand, we are now ready to get started carrying out all the tasks and milestones it contains, from the Preliminary Study to the Quality Assurance. We’ll recommend the best prepaid consulting packs for you to purchase using our educated estimates for budgeting guidance.Once you fill your Smartmates balance with a prepaid consulting pack, we’ll deploy our resources in the next and soonest available slot and get to work engineering our cloud software excellence for you.

    • What is a Preliminary Study and why is it so important?

      One of the many things that set us apart at Smartmates is the time we take to deeply understand your needs and learn about your business. We both act as your software engineers and business analysts. We understand that at the end of the day any business automation engineering is done to improve the efficiency and overall profitability of your business, and therefore the engineering must be linked to measurable business outcomes. The preliminary study is our gold standard to ensure we link these critical functions, so that as our engineers are engineering - they are doing so in a way that complements your business objectives. Your Preliminary study will document the aspects of your business related to your project. We will summarise your project goals and your pain points. We will define the implementation plan and document the process workflow to be put in place. If your project requires a data migration or a Software integration, we will lead an analysis of your datasets (quality, consistency, format, accuracy) and identify the field mapping before starting the implementation. The preliminary study phase is also the opportunity for Smartmates to gather with you any information, documents, or template we might need from you in the implementation phase. The study will ensure both our teams are on the same page regarding the implementation plan and ready to carry on the project rollout. We are strong believers in the power of a preliminary study and we’re sure when you see yours you’ll love it as much as we do.

  • How will you implement my project?

    • What is your Six-Step Software Engineering Project Rollout?

      At Smartmates, we adhere to the following six phases in managing your software engineering project to successful, world-class completion.

      1. 1. Kick-off and preliminary study
      2. 2. Project implementation
      3. 3. Regular review sessions
      4. 4. Final project review
      5. 5. Training sessions
      6. 6. Continual maintenance and improvements.

      Here is a summary of what each phase involves. Feel free to chat with us to learn more.

      Step 1 Kick off and preliminary study

      The kick off meeting is the first Call conference meeting between the project team and the client. This meeting is the time to introduce your project team, reconfirm your project purpose and goals and our delivery schedule, and gather the information we need to get started, such as credentials. Our first step is to then get to work on your Preliminary Study. Your Preliminary Study brings together your technical needs with your business needs, so any engineering we are doing is aligned with your business purpose - usually, increases in efficiencies and scalability to drive profitability. We will document the aspects of your business related to your project. We will summarise your project goals and your pain points. We will define the implementation plan and document the process workflow to be put in place. If your project requires a data migration or a Software integration, we will lead an analysis of your datasets (quality, consistency, format, accuracy) and identify the field mapping before starting the implementation. The preliminary study phase is also the opportunity for Smartmates to gather with you any information, documents, or template we might need from you in the implementation phase. Once the kick off meeting is complete, you’ll be very clear on how your project will proceed, and what actions we will need from you at various stages of rollout.

      Step 2 Project implementation

      This is where our certified software engineers get started customising the cloud software to meet your business objectives. Your dedicated project manager will work closely with the engineering team to ensure the project is running smoothly. They do this by verifying and testing each milestone to guarantee it has been completed according to global standards of software engineering quality. Once we complete your first milestone, we’ll commence the first of many regular review sessions, which is step 3 of our project management model.

      Step 3 Regular review sessions

      In these regular review sessions - which can take place over email or online conference - we will demonstrate the work that has been completed in pursuit of your objectives and ensure your satisfaction. This is your chance to also have an impact on the direction of the engineering including asking for new features that may not have been considered but now seem obvious. As we adopt the agile model of software engineering, these regular review sessions are really valuable for optimising software development efficiently and effectively. Then, once all of your requirements have been completed by your software engineers and your project managers have verified and approved them, we will invite you to a final project review online conference meeting.

      Step 4 Final project review

      In this phase, we will give you a clear and simple tour or walkthrough of your finished software implementation. This is a good opportunity to ask any questions you have, including tips on how to roll out the software among your team and ensure it is being used correctly and accurately, especially where data management is critical. Phase 4 is closely related to phase 5 which is online training.

      Step 5 Training sessions

      Smart, brief and effective training is critical to ensure your software rollout is used correctly and to its full potential. We offer company-wide online training - one on one, or group sessions - and we also prepare custom made guidebooks that your staff can refer to in order to ensure the software rollout is being used correctly.

      Step 6 Continual maintenance and improvements

      Because software is a living breathing ecosystem, there’s often a phase 6 which consists of continual tweaks or improvements to your software. It also includes maintenance of your software’s ecosystem and ensuring your team is using the software correctly by completing user case audits. This allows us to identify who is using the software incorrectly and how - so we can then work with them to improve their understanding of how to use the rollout to optimise business performance.

    • How do you ensure a smooth transition to my live system with no data loss?

      There are two ways we can proceed with your implementation to protect your live system and your data. The choice always depends on whether your chosen cloud software offers a “sandbox environment.” Most cloud software applications these days have a sandbox environment. This is a replica of your live system that won’t affect your live system. As the name suggests, a sandbox environment is a separate space where we can “play” with your software without impacting anything that is occurring in your live system. If your chosen cloud software offers a sandbox environment, we will always do your software engineering in that safe space, and we will only make it live after extensive testing by our team, and a sign off by you. When the Sandbox environment is not present, we need to work on your live environment. So we will need to ask you to stop using your software for the period of time we need to engineer your solution. Rest assured we will put all of our resources onto your project to make the disruption to your business as minimal as possible. Once you have stopped using your software, we will set up a full data backup. This means we safely store all your data. Once we are finished, we will then invite you to start using your new system - with our full training and support.

    • How long will my project take?

      In regards to the timeframe for delivery, we base this calculation on an algorithm that factors in the total project hours across our team's capacity and availability as well as the client’s responsiveness to our requests. That calculation is done as of the time/date we deliver the proposal. The calculation will be updated if, for example, a client sits on a proposal for one month, increases or decreases scope and/or our human capital resourcing/availability changes. The algorithm also assumes that our client will be actively responsive to our information requests - the same day for small requests and the next business day for larger requests. If our client slows down the delivery by not providing timely responses, we will also need to increase the delivery times. There is no "guarantee" on the project turnaround due to the above factors, but we do use intelligent ways to estimate delivery time which are almost always correct.

    • What is scope creep?

      Scope creep (sometimes known as “requirement creep” or even “feature creep”) refers to how a software project’s requirements tend to increase over a project lifecycle, e.g. what once started as a single deliverable becomes five. Or a product that began with three essential features now must have ten. Or midway through a project, the needs of clients change, prompting a reassessment of the project requirements. Scope creep is typically caused by key project stakeholders changing requirements, or sometimes by internal miscommunication and disagreements. While it might result in project delays, roadblocks, or going over budget, Scope creep is not necessarily a bad thing. Remember that change is inevitable. Clients' requirements do change over time, and delivering a project that answers their needs often means altering the scope. Scope creep is, therefore, a reality that every good project manager expects and plans for. We bill for Scope creep in the same way we bill for everything we do for our clients- by debiting your Smartmates balance for the time we spend working towards your objectives. At times, Scope creep may usurp more than the hours remaining on your Smartmates balance because it was not taken into consideration in the educated estimates we made based on your original project plan quotation. If that happens, we will invite you to top up your Smartmates balance.

    • What happens if my project is delivered late?

      At Smartmates, our top priority is to deliver your project on time and up to your satisfaction. In 90% of cases, we meet our deadlines. However, for the 10% of cases that we don’t, it is generally due to an issue beyond our control - such as waiting on the support team from the platform you have chosen to respond to us on a pertinent issue, or waiting for our client to provide us with information we need to complete the project. It may also be due to Scope creep. When Scope Creep occurs, our project managers will evaluate the timeline to resolve it and update you on the new expected timeline. In the case where there is a delay, we will immediately inform you about the delay via email with the estimated impact on your project delivery.

    • Can you help me purchase the requisite licences or upgrades I need for my project?

      Yes, we will certainly help you purchase the licences or upgrades that you need. Often we will also provide a cost analysis for different licensing options to achieve your objectives so you can make an informed financial decision and have the confidence you are making the correct choice from the available options. However, we do not handle any direct payments or purchases. We will never ask for your credit card details. Instead, we will provide a clear step by step guide for you to purchase requisite licences or upgrade your subscription using the purchasing platform in confidence. We can also offer an online screen sharing demo if you need any assistance in purchasing licences or upgrading subscriptions to make it easier for you.

    • Can you help train my staff on using my newly engineered software?

      Absolutely, we are dedicated to helping onboard your staff so that your newly engineered software can be used effectively by everyone and drive greater operational efficiencies for your business. Our dedicated project managers - who lead your project from start to finish - are fully across the details of your implementation and how it works. They will always be more than happy to walk your staff through the software and how to operate it to full capacity. We offer company-wide online training - one on one, or group sessions - and we also prepare custom made guidebooks that your staff can refer to in order to ensure the software rollout is being used correctly.

  • What’s your commitment to your clients?

    • Who will be my point of contact at Smartmates?

      You’ll have your own dedicated project manager as your point of contact at Smartmates. Project managers are the gateway between you, your requirements, our software engineers and the Smartmates operations and administrative support teams. Project managers are committed to ensuring the successful delivery of your project and will keep you updated on the progress along the way.

    • Do you have a help desk?

      Absolutely. Our help desk will be ready to serve you 9 am to 7 pm Monday to Friday AEST.

    • Do you do onsite delivery?

      No. We are an Australian owned, global company with offices in over eight countries worldwide. As a global technology company, we are able to fully deliver your project remotely. Smartmates teams work closely thanks to the latest in project management and software engineering apps. It’s due to our efficiencies and our global strength we are able to deliver truly world-class engineering at superb rates.

    • What is the Smartmates’ Service Charter?

      One of our key values at Smartmates is exceptional client service. We aim to make you feel like we are sitting beside you, ready to react, respond and reply to any and all of your requests as soon as practically possible in the reasonable confines of our day to day projects. We’ll know we’re achieving the very high standards set in our Service Charter when you consider Smartmates as a part of your very own IT team. Our Service Charter comprises two key areas - our responsibilities to you, and your responsibilities to us.

    • What are Smartmates' responsibilities to me?

      We take our responsibility as your go-to expert for cloud software engineering services very seriously. We are committed to the efficient and effective delivery of your business objectives and we commit to applying world-class best practices in every stage of your project delivery. This includes duties related to planning, estimating, researching, designing, implementing, managing, testing, evaluating, reviewing, developing, training and communicating. We are also responsible for delivering upon our client satisfaction promise to ensure you are completely satisfied with our commitment to delivering your project. We pledge to treat you with the utmost courtesy and respect in all our dealings with you. We will be highly responsive in our communications with you, and we’ll follow up with you regularly to push your enquiry and project forward to your utmost satisfaction.

    • What are my responsibilities to Smartmates?

      We need you to help us with the successful delivery of your software engineering project. We’ll always accord you with timeliness, availability, understanding and respect. We ask you to accord it to us as well. Here’s what we mean by that:

      Timeliness and Availability

      We ask our clients to be responsible for providing all the required information and content in a timely manner - including responding to our questions. We also ask clients to be available for regular project updates, to review and confirm deliverables as they are released, preferably also on the same or next business day. Kindly understand that we won't be able to deliver your requirements based on the timeline agreed in the Project Plan Quotation if your team is not ‘actively responsive’ to our information requests.

      Understanding

      We ask our clients to become familiar with the phases of project delivery, understand our prepaid billing system and learn why ongoing support is almost always needed in any software project. We also ask our clients to understand that sometimes your objective is not practically possible by the cloud software platform you have chosen (or any cloud software platform) and that this is not a fault of Smartmates but rather a limitation of the cloud software platform. This is very much beyond our control and not a fault in our expertise or engineering. In those instances, we’ll usually recommend a custom-built solution for you to consider, however, this can be very costly and take months to deliver as opposed to taking advantage and customising ready-made cloud software. Higher hourly rates for this apply as well - ask us for details.

      Respect

      We promise to treat you with the utmost courtesy and respect in all our dealings with you, and we ask that you treat us with respect too. We will cease dealing with clients who abuse us or treat us with disrespect. When we terminate the business relationship with rude and/or abusive clients, we will refund the dollar value of any Smartmates balance but we will not refund the time we have spent on your business objectives.

    • Who owns the Intellectual Property upon completion of the project?

      Smartmates does not own any intellectual property in any of the software we develop. Any intellectual property rights that may exist are passed to the client as embodied in our service agreement. However, often most of the intellectual property is owned by the cloud software provider themselves given that most of our solutions are engineered on the cloud software providers’ platform. Check out the provisions in our Standard Service agreement here which detail intellectual property ownership, but in a nutshell - if you are building your business processes on cloud software, usually the owner of the cloud software owns the IP.

    • How do you guard and protect my confidential information?

      We understand that in the delivery of our software engineering services we will receive confidential information that is not generally available or used by others such as but not limited to documentation, diagrams, flow charts, source code, general “know-how”, various data sources, designs, drawings, specifications, models and customer information. We take many steps to store such confidential information with the utmost privacy and care and to not disclose the information to any third party except for use in or on the delivery of the cloud software platform that we are engineering, such as Zoho or Hubspot and their servers. Once the project has been delivered, and with your consent, we will remove all confidential information from our servers and send written confirmation to our clients to that effect. Check out our confidentiality provisions in our Standard Service agreement here.

    • Will you sign an NDA to protect my company

      Our clients are automatically protected by the Smartmates NDA. Having said that, if you have a particular NDA agreement that is standard for your business, flick it through to us and we’ll get our legal team to review it. In 99% of cases, we’ll happily agree to any fair and reasonable NDA. After all, protecting and serving you as our client is our number 1 priority.

    • How do you handle disputes?

      At Smartmates, we take the view that the agreed and accepted proposal contains all the particulars of reaching client satisfaction keeping in mind that we never commit to fixed fee deliverables. We take an independent approach to how we assess which part of the agreed scope was not delivered by considering in particular our billing model which is based on time we spend, and not guaranteed results. We can’t be blamed for complexities in your rollout that take more time than estimated because it is impossible to predict the millions of possibilities of any software engineering project and that’s why we bill for our time. Our dispute resolution engineers who are separate from the project will be used to independently verify each deliverable where a client has raised dissatisfaction taking into account our written billing model. Often, our approach is to do what we can to restore the client's satisfaction, however, we will always take into account the commercial value of the project and our need to bill our time and where a client is dissatisfied. The part that is in dispute is defined as the part that is fairly and reasonably considered to have not been completed to reasonable global standards of software engineering by Smartmates. In a nutshell, we do what is fair and what is right - taking into both your and Smartmates’ facts. We’re guided by a strong ethical charter but we’re also firm and stand by our services where we cannot be reasonably considered to have erred when looking at the entirety of the facts and circumstance that has led to a dispute.

  • Which cloud software platforms are Smartmates authorised by?

    • Which companies are Smartmates authorised by?

      Smartmates are Authorised Partners by all the platforms we specialise in, including a certified Zoho Partner, Hubspot Partner, Salesforce Partner and Monday.com Partner.

    • What is a Zoho Partner?

      Smartmates are Authorised Partners by all the platforms we specialise in, including a certified Zoho Partner. Being a Zoho Partner means that Smartmates have been independently certified as meeting specific criteria from Zoho as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Zoho Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Zoho’s platforms.

    • What is a Hubspot Partner?

      Smartmates are Authorised Partners by all the platforms we specialise in, including a certified Hubspot Partner. Being a Hubspot Partner means that Smartmates have been independently certified as meeting specific criteria from Hubspot as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Hubspot Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Hubspot’s platforms.

    • What is a Salesforce Partner?

      Smartmates are Authorised Partners by all the platforms we specialise in, including a certified Salesforce Partner. Being a Salesforce Partner means that Smartmates have been independently certified as meeting specific criteria from Salesforce as a supplier of cloud software services for their specific apps. We’re proud of our recognition as an Authorised Salesforce Partner which establishes us as trusted experts with deep knowledge, experience and expertise in Salesforce’s platforms.

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