24H Virtual

BACKGROUND

Introduce your business and what you do there.

I’m the managing director at a CPA accounting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 24H Virtual?

My circumstances were very unique; My brother who owned the practice passed away out of nowhere from a heart attack. As a result, I was recruited into this practice and I had to hire accredited CPAs to take it over. 

Our biggest challenge was figuring out a way to respond to third-party clients' notifications. As a result, I decided to hire 24H Virtual to help me manage the volume of calls I receive from customers because my brother’s practice has been around for many decades and he had personal relationships with his customers. 

SOLUTION

What was the scope of their involvement?

There are different aspects to the virtual assistant services that 24H Virtual provides, and that includes creating warm leads for us. They also send an email or text message to enable me to read my external client’s issues and be able to respond to them. We’ve prepared a script for 24H Virtual to follow and a mind map on how to respond during the calls. 

Part of their work is to help us notify clients of the owner's passing. The team also assists in conveying the message that while the owner is no longer part of the business, our company can still continue to service our customers. Overall, the 24H Virtual team needs to help us draw an impact on both the human and business aspect of the message. 

What is the team composition?

We have a team of 2–3 virtual assistants and we’ve also dealt directly with their two business owners. 

How did you come to work with 24H Virtual?

I contacted 24H Virtual and discussed what my needs were. They were able to answer all of my questions, and they seemed capable of satisfying our needs. As a result, we transitioned over to signing the contract and did very little research into other companies.

We also liked that they offered a trial period and there was no obligation to continue after that. Since we were happy with the trial period, we continued collaborating with the team. 

How much have you invested with them?

We spend around $400–$450 a month. 

What is the status of this engagement?

We started collaborating in January 2021, and it’s an ongoing partnership. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The 24H Virtual team notifies me about the client’s inquiries and because of them, I’ve had ample time to call my clients back and mentally prepare how I should respond. Some clients have cried and couldn’t even talk to me, and some people also hang up during calls. I’ve also had people come in and sit on the couch, and cry for three hours straight.

Overall, the reactions that we’ve had from third-party stakeholders have been partly due to 24H Virtual’s talent of perfectly relaying the message we want to convey.

How did 24H Virtual perform from a project management standpoint?

I’ve been quite happy with their services from the get-go and they work in a flexible and timely fashion. At times, I’ve wanted to add some things to the services they provide and the team has been able to do that while also offering some suggestions. 

What did you find most impressive about them?

Their response time for any issues has been very quick on both phone and email. I can’t ask for anything more when it comes to their ability to solve our issues. Overall, I’ve got no complaints about 24H’s services. 

Are there any areas they could improve?

It’s very difficult to sit back and say what they can do better, but I’m sure people can find one needle in the haystack that can be changed. However, 24H’s services have no glaring deficiencies when it comes to interacting with our company. 

Do you have any advice for potential customers?

Be transparent and truthful about your story. Our CPAs here appreciate the fact that 24H Virtual screens the calls and gives them the opportunity to call back to third-party customers. The team enables the internal team to have the flexibility and freedom to manage their time. 

BACKGROUND

Please describe your company and your position there.

We offer Flexible Warehousing Solutions, Final Mile, Freight Logistics Solutions, Asset-based Transportation and Supply Chain Bundles. I manage the Customer Service department for our Final Mile division, Precision Home & Office Deliveries.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual?

2020 brought us an increase in volume and an increase in phone inquiries. Our previous Monday-Friday 8am-5pm call center moved to 7 days per week and the addition of evenings. 24HVirtual provides call center service to our customers after hours, weekends and on holidays.

What were your goals for this project?

We wanted to offer customers the opportunity to speak with a live representative during all of our operating hours.

SOLUTION

How did you select 24H Virtual?

24HVirtual was referred to me by a colleague on our Operations team.

Describe the project in detail.

They have a staff covering our phone calls weekends and holidays. They are flexible and can cover extra days/hours if needed. The call support staff has been trained on our processes in order to make the call seamless for the customer.

What was the team composition?

They have staff that have been trained specifically on our account and customers.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We are progressing well based on the initial expectations.

How effective was the workflow between your team and theirs?

We are in contact regularly to discuss volume reports and to review the service and our current needs.

What did you find most impressive about this company?

The flexibility, professionalism, and training were all amazing. Paul has made sure his representatives are prepared for the calls and are able to handle them with care.

Are there any areas for improvement?

Any improvement needs have been discussed and implemented.

BACKGROUND

Please describe your company and your position there.

Building 9 apartment buildings. Project manager

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual?

We have 100% employment so having extra remote staff to handle inquiries allows the on-site team to operate more efficiently. Phone data collection.

SOLUTION

How did you select 24H Virtual and what were the deciding factors?

A friend refers us when we mentioned the language and cultural barriers we were having with our Asian service.

Describe the project in detail and walk through the stages of the project.

Land assembly. Government approval. Financial partners. Construction team. Management team running the buildings on ongoing.

Describe the recruitment process in detail.

Where were the holes in out system. Who can fulfill out mission keeping the integrity and high quality of engagement.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Appreciate people that get it and we can work together. Long term relationship is the goal. So far so good.

How effective was the workflow between your team and theirs?

Smooth as silk.

What did you find most impressive or unique about this company?

The team's intelligent communication has been impressive in the workflow.

Are there any areas for improvement or something they could have done differently?

Started with them earlier

BACKGROUND

Please describe your company and your position there.

I am CEO of Financial Foothold a fractional Controller/CFO service company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 24H Virtual?

I hired 24H Virtual to answer our phones during the day.

What were your goals for this project?

The goals were for 24 H Virtual to set appointments with prospects.

SOLUTION

How did you select 24H Virtual?

I did a web search and interviewed a couple of companies.

Describe the project in detail.

24 H Virtual answers my phone during the day and routes call to me and sets appointments on my calendar.

What was the team composition?

I have a dedicated person I speak with.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

It has been a great process and I would highly recommend.

How effective was the workflow between your team and theirs?

Very effective and my phone rings less!

What did you find most impressive about this company?

Their professionalism answering the phone.

Are there any areas for improvement?

none