The unspoken enemy of big software companies and IT freelancers – smooth communication

You’ve just kicked off your new IT project. Your service provider is a big software company with plenty of similar projects under its belt. You’re excited, eager to see it come to life. You send an email: Have you started yet? Where can I track progress? When will it be ready?

Then, you wait. The day passes – no reply. "They’ll probably get back to me tomorrow," you think. Then tomorrow comes and whole next day goes by. Still nothing. Frustrated, you send a follow-up. The next day, you finally get an answer: "About your project… Let’s schedule an introductory meeting. We have availability starting two weeks from Wednesday."

This is the frustrating reality of working with most big software companies. Communication is slow, and you’re stuck playing by their rules.

"Maybe I’ll hire a freelancer instead," you think. But that comes with its own set of challenges.

Freelancers often juggle multiple clients. They also handle all their own admin work – like invoices, taxes, and paperwork – leaving little time for client communication. And if they take a vacation? You’re stuck waiting until they return.

So, what’s the solution? How do you deal with communication issues in IT projects? And does smooth communication even matter that much?

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Why smooth communication is crucial in IT projects

When communication between the client and the IT provider is poor, the whole project suffers. Clients wait for updates. When they finally receive one and request changes, they wait again.

It shouldn’t work this way. Here are seven reasons why smooth communication between the client and the IT team is key to a successful project:

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1. Understanding requirements correctly

Getting clear on what the client needs from day one is essential. The IT team should actively listen, ask detailed questions, and use sketches or use-case descriptions to ensure both sides have the same vision. Misunderstandings early on can lead to expensive changes later.

Read about how we once had a situation at Rocksoft where a single message could have saved us a lot of time and money.

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2. Managing expectations

Frequent conversations help keep expectations realistic. Clients often assume projects can be completed faster, cheaper, or with more features. Regular updates and status meetings allow the IT team to explain what’s possible, why some solutions work better than others, and what timeline is actually achievable.

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3. Solving problems quickly

Problems probably will happen, but good communication helps catch and fix them fast. Setting clear contact methods (like a dedicated Teams channel or daily check-ins) ensures issues are flagged before they spiral. The key is fostering a culture where team members aren’t afraid to speak up and clients feel like partners in problem-solving.

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4. Keeping the process transparent

Clients want to feel in control of their project. Regular updates, access to project management tools (like Jira or ClickUp), and simple progress reports help build trust. A client who can see the work in progress is more likely to stay engaged and trust the IT team.

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5. Handling changes efficiently

IT projects rarely go exactly as planned. Clear communication makes adapting to changes easier. From the start, both sides should agree on how changes will be submitted, reviewed, and implemented. Being upfront about how changes impact cost, scope, and timeline helps clients make informed decisions while allowing IT teams to plan ahead.

Of course, changes can be implemented, but they need to be done well. Read more about how to manage scope changes in an IT project.

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6. Avoiding misunderstandings

Meeting notes and email confirmations create a valuable paper trail. Written records of decisions, technical details, and change requests prevent the classic "I thought we agreed on something else" scenario. A good habit? Send a summary after each meeting listing key takeaways and next steps, making sure everyone is on the same page.

Tip: You can automate this! We, for example, have been using an AI note taker for taking notes during meetings.

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7. Building strong relationships

Good communication fosters trust and long-term business relationships. The IT team should treat the client as a partner, not just a list of demands. Regular (even virtual) meetings, quick responses, and proactive updates build a sense of collaboration. Stronger relationships lead to better teamwork and more flexibility when challenges arise.

According to Standish Group, only 16% of IT projects succeed. This percentage could be much higher if communication were better.

This also applies to communication and collaboration between programmers and the business team. Read the article on why cooperation between programmers and business is the key to the success of the project.

So, how do you do it? - Solutions for effective communication in IT projects

Modern tools make communication easier than ever. Slack and Microsoft Teams enable instant discussions, organize conversations by topic, and integrate with project management tools. Platforms like ClickUp or Trello let clients track progress themselves - eliminating the need for constant "Any updates?" emails. Video calls help clarify complex issues with screen-sharing.

But tools alone aren’t enough. Clear communication guidelines matter too. IT teams should define response times (e.g., "We reply to emails within one business day"), assign a single person as the main point of contact for the client, and create a project glossary to ensure everyone understands technical terms the same way.

Client-inclusive retrospectives are another game-changer. Regular review meetings where both the technical team and client representatives reflect on progress and challenges create a space for honest, open discussions - helping bridge the traditional gap between IT providers and clients.

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How it works in practice

We believe that clear communication isn’t just a nice-to-have - It’s the foundation of a successful project. That’s why our workflow at Rocksoft is built to keep clients informed at every stage, eliminating the common delays and frustrations that come with large software houses or freelancer availability gaps.

Above all, we see our clients as partners. You’ll never have to chase us for updates - we stay ahead of the game, keeping you informed proactively. This approach ensures our projects run smoothly.

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Conclusion

Even the best-planned project can fall apart due to misunderstandings, delays, and frustration. The key is not just using the right tools but also setting clear collaboration rules and keeping in regular contact.