Adlinc Business Services Limited

BACKGROUND

Please describe your company and position.

I am the COO of Xcel Delivery Services

Describe what your company does in a single sentence.

Xcel Delivery Services provides fast, reliable same-day and scheduled delivery solutions for businesses and individuals.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Adlinc Business Services Limited to accomplish?

• Supply Customer Service and Dispatch Remote Workers

SOLUTION

How did you find Adlinc Business Services Limited?

CLDA Trade Association

Why did you select Adlinc Business Services Limited over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Adlinc Business Services Limited were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The customer service agents place orders, answer customer phone calls, respond to emails, and interact with independent contractor drivers.  They handle a diverse set of customer requirements and SOPs that can vary from customer to customer.  They also assist dispatch teams with outbound calls to customers and drivers to solve issues that arise.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We started with Adlinc using just one CSR agent to handle our on-demand courier calls and input orders. This type of work is challenging and requires real-time coordination, but Adlinc’s agent has been excellent. In a short time, we’ve added a second agent, and we’re already planning to expand to 6 agents.

Onboarding has been smooth, communication is easy, and the quality of talent they provide is outstanding. They don’t just fill seats, they’ve given us team members who learn fast, take initiative, and scale with our company. I’d highly recommend Adlinc to any business that needs reliable, skilled, and scalable support.

Our internal teams were skeptical at first, but after our first agent, we quickly found out that the quality of person that we get from Adlinc was far superior than anything we could find locally, even at twice the cost.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Adlinc was very fast to give us candidates for our positions, and they progressed through training faster than new local members do.

What was your primary form of communication with Adlinc Business Services Limited?

• Virtual Meeting
• Email or Messaging App

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

The back office support was amazing.  One Customer Service agent had an issues and they quickly had him moved to a new computer and back up and running in no time.  The people they find have always exceeded our expectations and are much better than what we find when we interview locally.

Are there any areas for improvement or something Adlinc Business Services Limited could have done differently?

No.  They have been absolutely amazing to work with.

BACKGROUND

Please describe your company and position.

I am the President of Crosstown Couriers

Describe what your company does in a single sentence.

Crosstown Couriers specializes in reliable, on-demand and scheduled delivery solutions, offering fast and efficient State wide delivery services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Adlinc Business Services Limited to accomplish?

• Driver Compliance
• 24/7 Dispatch and Customer Support
• Driver Recruiting and Onboarding

SOLUTION

How did you find Adlinc Business Services Limited?

Referral

Why did you select Adlinc Business Services Limited over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Adlinc Business Services Limited were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scope of Work and Deliverables:

24/7 Customer Support and Issue Resolution
Provide round-the-clock support to handle customer inquiries, complaints, and service requests.
Ensure timely resolution of customer issues and escalations.

Dispatch Support
Assist with real-time dispatching operations to ensure efficient routing and on-time deliveries.

Overnight Primary Dispatch
Take full responsibility for overnight dispatch operations, including monitoring driver assignments and delivery progress.

Route Management
Manage, update, and optimize delivery routes for efficiency and accuracy.
Collaborate with Crosstown to maintain accurate route data and ensure timely delivery execution.

Customer Communication and Status Updates
Provide proactive communication to customers regarding order status, delays, or other updates.
Respond promptly to customer inquiries related to order progress.

Driver Compliance
Ensure drivers adhere to company policies and regulatory requirements, including maintaining up-to-date records and certifications.

Driver Recruitment
Support the recruitment process for independent contract drivers, from sourcing and screening to onboarding.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable Outcomes:

Improved Customer Response Times
Reduction in average response time for customer inquiries and issue resolution, improvedd service level to 98%.

Enhanced Overnight Operations
Seamless overnight dispatching - ability for Crosstown to provide full overnight coverage 70% improvement.

Optimized Route Management
Improved delivery efficiency through optimized routes, resulting in 30% cost savings or faster delivery times.

Increased Driver Recruitment Success
Improved Driver recruitemnt process to maintain required levels at 100%.

Compliance Maintenance
Achieved 100% compliance in driver certifications and adherence to company policies during the project timeline.

Proactive Customer Communication
Reduction in customer complaints related to order status updates by 60%.

24/7 Operational Coverage
Achieved uninterrupted customer support and dispatch services, ensuring no gaps in operational availability.

Improved Delivery Accuracy and Timeliness
20% increase in on-time deliveries due to enhanced dispatch support and route management.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Partnering with Adlinc Business Services has been one of the best decisions we’ve made at Crosstown Couriers. After training Adlinc personnel to handle critical functions, the improvements we’ve seen across our operations have been remarkable.

Adlinc’s team adapted quickly and seamlessly to our processes, ensuring driver compliance is maintained at the highest standard. By taking over compliance management, they’ve not only reduced errors but also saved us valuable time that we can now focus on growth.

Their support in driver recruiting and onboarding has been exceptional. With the training we provided, Adlinc has taken full ownership of the process, helping us attract top talent and onboard drivers efficiently, all while ensuring our standards and company culture remain intact.

Adlinc’s handling of dispatch functions has been equally impressive. They’ve stepped in to manage dispatching with precision, ensuring on-time deliveries and enhancing our overall service reliability. The addition of 24/7 customer support has been a huge asset, giving our clients round-the-clock access to assistance and strengthening our reputation for outstanding service.

The partnership with Adlinc has allowed us to delegate key operational tasks to a trained, capable team while maintaining control over the quality and consistency of our services. We couldn’t ask for a better partner to help us deliver excellence every day.

- Lisa Douglas, President, Crosstown Couriers

What was your primary form of communication with Adlinc Business Services Limited?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

We were particularly impressed by Adlinc's unique partnership approach, which positions them as an extension of their clients' teams rather than just a service provider. We believe this model ensures that dedicated Adlinc team members are trained to meet specific client requirements, fostering seamless integration and support.
 Additionally, their commitment to exceptional customer engagement and innovation further distinguishes them.

Are there any areas for improvement or something Adlinc Business Services Limited could have done differently?

No, we should have found them sooner. Adlinc is a premier provider of outsourcing business solutions. Their unique partnership approach positions them as an extension of their clients' teams, ensuring dedicated and trained employees who understand the specific needs of each business and drives to exceed expectations.

BACKGROUND

Please describe your company and position.

 I am the President of a supply chain, logistics, and transport company 

Describe what your company does in a single sentence.

Same Day Deliveries & Logistics Services for Businesses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Adlinc Business Services Limited to accomplish?

• Customer Service
• Dispatch

SOLUTION

How did you find Adlinc Business Services Limited?

In Person Meeting

Why did you select Adlinc Business Services Limited over others?

• Pricing fit our budget
• Company values aligned

How many teammates from Adlinc Business Services Limited were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Customer Service & Dispatch

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Customer Service & Dispatch

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They're easy to work with and responsive to our questions and comments.

What was your primary form of communication with Adlinc Business Services Limited?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Great service, and their team is friendly. 

Are there any areas for improvement or something Adlinc Business Services Limited could have done differently?

Not at this time.