The Perfect Partnership:

How One Firefly and GatherUp Transformed Review Management for 200+ Clients

Company Overview

One Firefly is a full-service marketing agency founded in 2007 that helps visual and audio businesses grow. Originally launched as Firefly Design Group providing system design and documentation services to AV dealers, the company rebranded to One Firefly in 2015 and pivoted to become a comprehensive marketing agency. With a core value of "Embrace Innovation" added in 2025, One Firefly continues to evolve to meet client needs in the changing digital landscape.

The Challenge

After launching their review management product "Review Champ" in 2018 using the Grade.us platform, One Firefly identified several limitations that were hindering both their team's efficiency and client adoption:

  • Outdated user interface lacking modern features and automations seen in competing platforms
  • Lengthy review request process with multiple pages and steps, causing high customer abandonment rates when end-users attempted to leave reviews
  • No automated response capabilities for client reviews, leaving businesses without an efficient way to engage with customer feedback
  • Time-consuming setup process requiring manual configuration for each new account, taking valuable staff time
  • Limited customization options for review request workflows, preventing tailored approaches for different business types
  • Inconsistent reporting capabilities that often provided inaccurate data, making ROI difficult to demonstrate
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The Solution

One Firefly chose to migrate their entire Review Champ product from Grade.us toGatherUp, moving over 200 client accounts. The team executed the migration themselves through a carefully planned, phased approach:

  • Started with a small test group of 10-15 clients
  • Segmented clients into strategic groups based on service types
  • Created comprehensive client communication strategies
  • Produced training videos and offered one-on-one support
  • Worked closely with the GatherUp team on custom feature requests, including:
    • Implementation of a "Magic Link" feature allowing technicians to bookmark a single URL on their phones for instant review collection in the field after completing service appointments
    • URL redirections to ensure existing bookmarked links would continue working seamlessly

The Results

The migration was a complete success:

100%
Retention
25%
Adoption
Faster
Onboarding

100% client retention during the migration process— not a single client was lost during the transition of over 200 accounts. Significantly reduced account setup time due to GatherUp's setup wizard and default profile capabilities, allowing One Firefly to decrease the time allocated to this task. Increased client adoption rate by 25% as clients found the new platform more intuitive. Successfully integrated Review Champ into their SEO product offerings, accelerating growth of what became "the fastest growing product we've ever had"

Clients enthusiastically embraced new features, particularly:

  • The streamlined two-step review collection process (replacing the multi-step workflow that had led to high abandonment rates)
  • Smart Reply and Suggested Response capabilities, which analyze review sentiment and generate customized responses that clients can approve directly from their inbox
  • The ability to monitor and manage reviews across multiple platforms from a single dashboard
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Key Success Factors

  • Thorough planning and phased implementation, starting with small test groups before scaling
  • Proactive client communication including training videos, personalized emails, and one-on-one support options
  • Strong partnership with the GatherUp support team who responded quickly to feature requests and implementation challenges
  • Focus on minimal disruption through URL redirections, ensuring clients' existing processes continued working without interruption
  • Addition of valuable new features that solved client pain points while aligning with One Firefly's core value of "Embracing Innovation"
  • Integration of reputation management into their SEO offerings, creating a more comprehensive solution that demonstrates clearer ROI
"We migrated over 200 accounts and we lost not one client during that process, which was absolutely incredible. The GatherUp team was phenomenal... anytime that we ran into a roadblock or a challenge, your team was there, your development team was there, ready to make the pivot, or implement something new."*

- Katie Frogge,

Lead Account Manager and Product Owner, One Firefly

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