ACX Outsourcing Hub

BACKGROUND

Introduce your business and what you do there.

I’m one of the managers of the company. We provide digital marketing and publishing services. Our clients are authors across the globe, so we’re not focused on the US. Our headquarters are located in California, but we also have people in Singapore, the Philippines, Canada, and so on.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ACX Outsourcing Hub?

We needed help with digital marketing. ACX offered services that we didn’t, such as Google and Youtube Ads and videos.

SOLUTION

What was the scope of their involvement?

We’ve partnered with ACX to provide additional services to our clients. We initially engaged with them to create a website and a video. They’ve helped our clients’ branding and social media. They’re in charge of managing Facebook, Twitter, Goodreads, and Amazon Author Central.

We send out the materials, give them instructions, and respond to comments. ACX creates the entire content and buys us some time to respond by posting generic messages and alerting us when a user sends something to the page.

What is the team composition?

Rhoedel (Project Manager) is our main point of contact with ACX. There are a few people in the team, but he’s the one we communicate with.

How did you come to work with ACX Outsourcing Hub?

We didn’t expect much when we contacted them. Their website was pretty straight, but we decided to use them as our number one provider once we saw their output. We can trust their services for our clients in terms of quality, reliability, and communication.

How much have you invested with them?

We’ve spent over $30,000.

What is the status of this engagement?

We started working together in February 2020, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Since we’re doing this for our clients and not just for us, our best measure is customer satisfaction. Out of the websites and videos they’ve created, I can’t recall an instance where a client saw ACX’s work and didn’t like what they delivered.

Also, there have been minimal revisions, and the majority of the projects have been great. We’ve had zero complaints from authors, and we appreciate that.

How did ACX Outsourcing Hub perform from a project management standpoint?

Their performance has been good. However, there was a time when they took their own initiative, which ended up not working in our favor. Therefore, miscommunication has been minimal, and it hasn’t affected the entire project, but it’s happened.

On the other hand, our primary means of communication are Outlook emails and their proprietary app, which they’ve given us access to.

What did you find most impressive about them?

They’re experts in social media. ACX tells us not only what we want to know but what we also need to know. They also always provide disclaimers and set proper expectations.

We also appreciate the minor things they do. For example, if there’s an upcoming holiday in the Philippines or foresee any issues with their workforce, they let us know in advance so we won't go wondering why they’re not responsive.

Finally, they’re proactive with their updates. We rarely have to ask them how the project is going because they send an email every day to update us, even if we have access to the project folders in their Proofhub app.

Are there any areas they could improve?

The only issue we’ve had was a miscommunication when they did something that we weren’t aware of. They thought that it was for the best, but we would’ve appreciated it if they’d let us know that they were about to take action and asked for our approval. Other than that, I can’t think of anything else.

BACKGROUND

Please describe your company and your position there.

I am the Programme Officer of the Philippine Country Office of Terre des Hommes - Netherlands. Oversee and provide technical support to the 8 projects in Metro manila, Eastern samar, Leyte and Cebu Province. TdH-NL is a child rights organisation focus on addressing any forms of exploitation across Asia and East Africa.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ACX Outsourcing Hub?

Since TdH-NL Country Office has no updated Visibility/IEC materials and our Regional Communications Officer is based in Cambodia , we had sought the service of ACX to develop a new IEC materials for the country i.e.roll up banner, brochure, TdH notebook, desk and wall calendars

What were your goals for this project?

To have a contextualise IEC materials that are focused on the Philippine projects and increase visibilty of the organisation with concerned partners and stakeholders

SOLUTION

How did you select this vendor?

The Terms of Reference for the consultancy service is posted via TdH website and other platforms. There were 3 candidates for this including ACX. The selection process involved the Regional Senior Communications Officer, Country Manager and Programme Officer. The selection team considered the proposal submitted which includes the background of the candidate, timeline, sample works of the candidate and proposed budget. ACX meet all the requirements and they also had an experience working with Child-focused organisations which was a big factor in the selection.

Describe the project in detail.

Once we selected the consultant, we had meetings and agreements on the layout and design development of the IEC materials. We provided them the TdH-NL Branding and Visibility guidelines. They have submitted their timeline, person in charge, suggestions and a platform where we can track the progress. I was also one of the staff who provided feedback and comments on their outputs.

What was the team composition?

The team composed of 3, this includes the Founder of the vendor but also a Product Developer/Digital Marketing Specialist, 1 Digital marketing specialist and 1 Artist illustrator/Graphic Designer. They worked for the whole duration and the main focal person was really responsive to any feedback or requests.

RESULTS & FEEDBACK

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

Since the end products was focused on TdH IEC/visibility materials and were totally use for internal and shared with partners or stakeholders. They were satisfied with the outputs.

How effective was the workflow between your team and theirs?

The organisation and vendor set an agreement during the first meeting as well as submission of their timeline in meeting the deliverables. The vendor used ACX production platform to track the output, google drive for the final output, and using online platform - hangout or skype for communications.

What did you find most impressive about this company?

The vendor works with sensitivity to the needs of the organization. Work with quality and efficiency. The Consultant is also responsive and approachable. I would certainly engage again with this company and recommend to our colleagues and network.

Are there any areas for improvement?

Our team is satisfied with their work and outputs.

BACKGROUND

Please describe your company and your position there.

I am in charge of the operations and our organization is a local non-profit organization focused on child protection such as providing direct services for survivors and victims of human trafficking, online child sexual exploitation, children in-conflict with the law as well as other abuse and exploitation of children.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ACX Outsourcing Hub?

Our organization has always asked for the support of ACX specifically on digital and tech support.

Since we don’t have expertise on the tech aspect, we have hired the services of ACX to help us document project activities theough development of an audio-visual presentation.

We have also asked them to come up with an avp as a material to be used for our advocacies and campaign material.

What were your goals for this project?

We hope to share with other partners as well as donors our experiences in an avp. The IEC material we have asked them to produce aims at raising awareness to students and the community about online child sexual exploitation.

SOLUTION

How did you select this vendor?

They have been volunteering their services in the previous years and they have already an understanding of our programs and services so it is easier for them to develop the materials we need. They also have a clear understanding of our child protection policy.

Describe the video(s) and the process in detail.

We had hackathon and ACX volunteered (free service) in the organizing of the activity specially the online registration and the serting-up of our social media account.

When our donor wanted us to document our activity, we thought of them as the best group to do it since they were already involved in the entire process.

We shared with them all our pictures and videos taken at that time and we levelled off expectations as to what we want output we want to have. Then we set timelines and open for critiquing and feedbacking.

What was your vendors' project management or feedback process?

We set timelines together and included there is the feedbacking schedules. They also provide suggestions on how to make our request better.

RESULTS & FEEDBACK

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

Our donor requested a copy of the avp to be shared to them for their own use. Through the AVP our partners were made aware if an activity like that (hackathon). They showed interest and even partners in India planned on inviting them.

How effective was the workflow between your team and theirs?

The focal person assigned to the project is prompt in providing updates and they religiously followed the agreed timelines, or even advance at most tines.

What did you find most impressive about this company?

They are easy to work with, and they also understand the non-profit organization’s way of working. At times, they accept project from us as to what is just the budget available for a certain project. That is why they often provide free tech services to our organization like IT consultations.

Are there any areas for improvement?

We are very satisfied with their work!

BACKGROUND

Introduce your business and what you do there.

I’m the owner of AuthorCentrix Inc. We help authors self-publish their work and take care of any of their marketing needs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ACX Outsourcing Hub?

I was looking for an outsourced team that could handle production.

SOLUTION

What was the scope of their involvement?

ACX Outsourcing Hub handled all of our production requirements. They had teams dedicated to certain authors, and they compiled all necessary materials so that books could get published. ACX Outsourcing Hub took care of paperwork related to copyright and assigned ISBNs. They also did illustrations, editing, and screenplay ghostwriting. They offered packages for pretty much anything our authors needed.

The team oversaw publishing and marketing, both of which were tailored to meet our client’s needs. ACX Outsourcing Hub created a website if the client didn’t have one and did social media marketing for them.

Initially, publishing was the reason customers came to us. As time went on, we shifted our focus toward marketing and did less on the publishing side, as marketing is more profitable. ACX Outsourcing Hub assessed clients and listed the services they could get from us, as well as the services they could get elsewhere.

There were times when I would handle the entire client interaction, along with some of my salespeople, just because they were already comfortable talking to me or someone else. Eventually, we’d hand the client off to ACX Outsourcing Hub if the work was within their capabilities. They’d handle the engagement from there, communicating their progress to us as they went.

We used ACX Outsourcing Hub for sales for a while, but the production part is where they were really key. A lot of projects have been completed, and I think we still have a few that are ongoing.

What is the team composition?

I had a project manager from their side, and they initially provided us with a smaller team of 3–5 people. As time went on and both of our businesses grew, their staffing might’ve gotten up to 30–50 people. It would really depend on the type of service being provided, and what the deliverable was.

Illustrations and things in that line would only require 1–2 people, but when it came to publishing and marketing, the teams got larger. I’d typically only deal with 1–2 people who communicated the scope down to their team and got the job done.

How did you come to work with ACX Outsourcing Hub?

One of my previous business partners introduced me to some people from ACX Outsourcing Hub.

How much have you invested with them?

The investment is pretty sizeable, in the range of $100,000–$250,000. At its peak, my company was doing an average of $2 million–$2.5 million per year. We hit some stumbling blocks and got to a point where it was significantly lower than that. The spend has been across the board, and it’s project-based.

What is the status of this engagement?

We started working with ACX Outsourcing Hub in January 2018. I have fewer projects with them than I did before, but I will definitely use them again once I’ve gotten a handle on what I’m doing.

They’re a cost-effective and valuable resource, and I’m hoping there’s still some availability after I’ve gotten stuff together on my end. I believe we still have a couple of outstanding projects.

RESULTS & FEEDBACK

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

I have very few complaints as far as the quality of the work goes. Had I gone to my normal resources, I would’ve paid four times as much. I’d definitely hire ACX Outsourcing Hub again. Working and communicating with an outsourced team took a little getting used to, but the work got done. Once I got the hang of it, I found them to be pretty efficient.

Many of our clients are difficult and hard to please. Considering this, I think ACX Outsourcing Hub handled the work pretty well. There were very few times when an author deemed something completely unacceptable and wanted to escalate the issue. I’ve also realized that an author might just want to bend the rules and get more for their money when it wasn’t even something we’d agreed upon. As far as handling difficult clients, I’m pleased with ACX Outsourcing Hub and the training they did for their liaisons or relationship managers.

How did ACX Outsourcing Hub perform from a project management standpoint?

Project management was impressive. At our peak, we were doing high-volume, complex work; we often had authors requiring multiple services. ACX Outsourcing Hub’s ability to handle all of the moving parts under one solid deadline was impressive. I think they even had their own custom project management system, which topped some of the paid services that I’ve used.

We communicated through email, Skype video calls, and screen sharing, depending on what we needed to do. For instance, if I needed to look at artwork, they sent it via email and screen share. We also used an effective messaging program. We got quick text replies from them over Skype, and things that required more time were sent via email. They catered to me and considered whether I was more of a text, phone, Skype, or face-to-face guy. All those methods worked for me, and it depended on what we needed to do.

What did you find most impressive about them?

The efficiency of project management and their ability to meet deadlines were impressive. ACX Outsourcing Hub was particularly good at identifying what authors wanted to accomplish. They provided a very personable service to authors.

I’d say their comprehension of the scope of the project impressed me most. They took the time to understand what our needs were, and they weren’t afraid to ask questions to get clarity. At the end of a call, I would say, “If you have questions, just let me know;” they always took advantage of that, and I’m glad they did. If something needed clarity, they would ask without hesitation. It gave me a lot of comfort knowing that they took such an interest in understanding what the project and deliverables were.

Their deep understanding of our needs definitely added to the efficiency of the project. They never resorted to guessing; instead, they made sure they were on the right track by clarifying with us. That definitely helped meet deadlines and keep the quality of work at the level where it needed to be to satisfy my customers.

Are there any areas they could improve?

No; they always promised to get back to me within 24 hours. As one of their earlier customers, I think I got spoiled since they often answered our inquiries right away. As time went on, that stretched out a bit more, but it was still within a reasonable timeframe. I’d love for them to get back to me sooner, but they’ve always stayed true to response times of 24 hours or less.

Do you have any advice for future clients of theirs?

They should give ACX Outsourcing Hub a try. Business owners often look for the least expensive or most cost-effective option. I’ve learned that if the price is really low, there’s a reason for that: the quality isn’t there.

ACX Outsourcing Hub isn’t a high-priced outfit; their rates are quite reasonable. Considering the results they got for us, they were a bargain. Taking the initial step and giving them a try was hard for me, as I was accustomed to looking for the lowest bidder. I gave ACX Outsourcing Hub a shot through a personal recommendation, and it’s been perfect. I don’t think I’ll ever go for a discount option or a freelancer trying to make a quick buck again. I’d recommend at least giving ACX Outsourcing Hub a trial run before choosing the lowest bidder.

BACKGROUND

Introduce your business and what you do there.

I’m the founder of an advertising agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ACX Outsourcing Hub?

We needed an outsourcing partner to help fill some of the work that we had coming in.

SOLUTION

What was the scope of their involvement?

ACX provides us with resources to supplement all the projects that we have in our business. Their services include project management, web design and development, graphic design, video editing and multimedia, and additional supplemental staffing.

We have a fluid and iterative partnership. Since we have in-house resources, ACX’s involvement depends on the project and the areas we need help with. We’ve had some projects where we’ve thought we would need them in some areas, but then we didn’t need them, or we needed them in other areas. They’re basically an extension of our company.

What is the team composition?

Typically, around two people are assigned to our projects. Their positions depend on the project. For example, if we’re doing development, it’s usually a web developer and a project manager, and it varies if it’s video editing, graphic design, and so on.

How did you come to work with ACX Outsourcing Hub?

I was referred to them by one of their other clients. That company was also our client, and we worked on a larger project with them. They told us we should talk to ACX if we were looking for a way to supplement some of our service offerings.

How much have you invested with them?

We’ve spent probably above $50,000.

What is the status of this engagement?

We began working together around March 2020, and it’s an ongoing partnership. We just opened up two projects with them, so they’re starting one of them right now.

RESULTS & FEEDBACK

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

Working with another group, especially offshore, we’re always looking at the quality of work, but more importantly, at the quality of the business relationship. We’ve had a great relationship with ACX, which has been more valuable in the long term.

We’ve worked together for over a year, and we factor that into many different scopes and things that we provide to other clients. They’re always there to communicate, and we’re able to prep them for any intense late-night schedules or anything where we need consistent support. They’ve also shared recommendations that have really strengthened the creative output of our product. Therefore, our partnership with ACX has been the strongest and best we’ve had.

How did ACX Outsourcing Hub perform from a project management standpoint?

They work very well and are pretty responsive. My direct contact usually works our hours, so he’s around 8:30 a.m.–4:00 p.m. If we reach out of the clock, we typically get a response within 30 minutes.

We use ProofHub and Slack as project management tools.

What did you find most impressive about them?

I haven’t worked with any other outsourcing companies, so I don’t have a frame of reference as to what others do. However, I’ve been pleased with our partnership. We have a good, personal relationship with ACX’s owners, and that ultimately helps because we can talk to them about potential business opportunities and new offerings. So we get a sense of their capabilities, and they can grow them as we grow.

Therefore, what I most admire and value about ACX is that they’re aligned with our corporate values and the way we think, so we’re able to grow with them. I think that’s a unique trait because we’re always looking for companies that work closely with us as if they’re part of our organization.

Are there any areas they could improve?

They could always get better in terms of the quality of service they provide. They’re not bad, and we’re certainly servicing tons of clients with their work, but they could have better graphic designers, web developers, and so on.

Our clientele doesn’t need that necessarily, but there have been some one-offs where that could be something they could improve. We’d rather keep working with one channel than spread out work all over the place and having to manage that.

Do you have any advice for potential customers?

Have a conversation with them about their current competencies and how flexible they are to grow their business or develop new competencies. From my experience, that would be the best way to get the most out of ACX.

I would also recommend engaging them and having a preemptive conversation. Even when we’re doing projects, I’m always having conversations in advance with my contacts, so by the time we start a project, everybody’s on the same page as to what the outcome should be and where we need to be so we can get the best final product.

BACKGROUND

Please describe your company and your position there.

Industry specialist providing high-grade removal services for your safe, secure, and smooth moving experience.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ACX Outsourcing Hub, and what were your goals?

Website Development Our goal was to start a new company and needed a professional logo, website design and development

SOLUTION

How did you select ACX Outsourcing Hub and what were the deciding factors?

The team at ACX Outsourcing Hub was very professional and friendly from the moment we made contact. They were leading industry experts that provided us with cost-effective solution to our needs

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Web development using WordPress, including quotation system with automated communication effects. Logo design and business cards.

How many people from the vendor's team worked with you, and what were their positions?

Jan (owner) and Julfer (Digital Marketing Manager) were our main point of contact, very professional and efficient.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Excellent service with very professional website design. We could not have asked for a better outcome and would continue working with the team for further development as our business grows.

Describe their project management style, including communication tools and timelines.

Very proactive with video calls, emails and Whats App being our main point of contact. Always quick to respond to questions

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

Being so friendly and willing to help as we had a LOT of questions and request that we wanted. The team was phenomenal at how they were able to make our vision into a reality

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

None

BACKGROUND

Introduce your business and what you do there.

Medical Spa business doing aesthetic/cosmetic procedures

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with the vendor?

Digital marketing Flexibility & affordability

SOLUTION

What was the scope of their involvement? 

Digital marketing / advertising / SEO update

What is the team composition? 

Composed of digital marketing experts/artists

How did you come to work with the vendor?

Searched online and came across clutch.co. Picked potential vendors and contacted all. Finally picked ACX Hub

How much have you invested with them?

$500 so far

What is the status of this engagement?

Completed several projects already.. but more projects to come

RESULTS & FEEDBACK

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

This company is very transparent, efficient, and professional. Very good with communication too 

How did the vendor perform from a project management standpoint?

Very well. Very satisfied with their service

Are there any areas they could improve?

In any company there’s always more room for improvement.. in their case, probably needing expansion soon due to high demand. I just referred another company to them too