Big Outsource

BACKGROUND

Please describe your company and position.

I am the Director of Technology of Great Lakes Dental Technologies

Describe what your company does in a single sentence.

Dental supplies, equipment, and laboratory.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Improve customer response times across email and live chat.
• Outsource refund processing and order tracking.
• Receive weekly reporting on customer support trends and recurring issues.

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Good value for cost

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Big Outsource provided three customer support representatives who handled inbound email inquiries, live chat, and occasional phone support. They processed refunds, managed exchanges, tracked orders, and escalated warranty cases when needed. The team also prepared weekly reports highlighting recurring product issues and response time metrics.

RESULTS & FEEDBACK

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

Our first-response time improved by over 60%, and refund turnaround dropped to under 24 hours. Customer satisfaction ratings improved within the first quarter of engagement.

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

They maintained clear SLAs and delivered weekly performance summaries. Communication was structured and proactive. Any escalation was handled quickly and professionally.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

They've adapted quickly to our brand voice and product catalog. Customers couldn’t tell they were outsourced, which was important for us.

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

Initial onboarding documentation required time on our end, but once processes were defined, everything ran smoothly.

BACKGROUND

Please describe your company and position.

I am the Manager of UChicago Medicine

Describe what your company does in a single sentence.

The University of Chicago Medicine is a leading academic health system that provides advanced, compassionate medical care, conducts cutting-edge research, and trains future healthcare professionals through its hospitals, clinics, and affiliated institutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• help with client follow-ups and schedule editing.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget
• Great culture fit

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Two team members from Big Outsource managed our email reservations, created and distributed contracts, kept track of our editing schedule, and monitored invoicing.  Additionally, they stored all of their costs and receipts in one location, which greatly simplified tax preparation.

RESULTS & FEEDBACK

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

We reduced our average response time to new inquiries from nearly three days to under one, resulting in a 20% increase in client bookings compared to the same period last year. Additionally, our bookkeeping is now fully up to date, eliminating the last-minute stress of tax filing.

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

They maintained excellent organization using shared calendars and to-do lists, giving us full visibility into ongoing tasks. They communicated promptly whenever clarification was needed, and consistently delivered everything on time.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

We were impressed by how seamlessly they integrated into our business. Clients who interacted with them often assumed they were communicating directly with us. Their professionalism and friendly tone aligned perfectly with our brand voice, providing the kind of behind-the-scenes support that's invaluable for a small creative team like ours.

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

None

BACKGROUND

Please describe your company and position.

I am the Director of Engineering of IPG

Describe what your company does in a single sentence.

Headquartered in Sarasota, Florida, IPG is a global provider of packaging and protective solutions across a diversified set of geographies and end-markets. The Company develops, manufactures, and sells a variety of solutions including paper and film-based pressure-sensitive and water-activated tapes, stretch and shrink films, protective packaging, woven and non-woven products and packaging machinery.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• To delegate guest coordination and confirmation emails.
• To prep show notes and transcription summaries for publishing.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

Big Outsource provided one full-time VA who was in charge of maintaining our episode calendar, contacting guests, confirming bios and headshots, and prepping SEO-optimized show notes from our transcribed content. They also logged all content into Airtable and updated the publishing checklist. Response time and episode prep improved noticeably.

RESULTS & FEEDBACK

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

We reduced our publishing prep window from 5 days to just 2. Our podcast now has show notes for every episode, which boosted discoverability, and we’re finally consistent with our weekly release schedule.

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

Very consistent. We had a shared Asana board and everything was updated without us having to ask. The VA kept a running checklist that helped us spot blockers early.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most was the way our virtual assistant integrated seamlessly into our workflow. It didn’t feel outsourced—it felt like we had added a thoughtful and invested team member who truly wanted the show to succeed.

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

A training video or documentation on their onboarding tools would’ve made setup faster.

BACKGROUND

Please describe your company and position.

I am the Account Manager of TEKsystems

Describe what your company does in a single sentence.

TEKsystems is a technology services and consulting company that helps businesses drive transformation through strategy, design, execution, and operations to achieve impactful outcomes.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We wanted a virtual assistant to handle client communications and calendar coordination.
• We needed help documenting project milestones and managing version control of site revisions.
• We also wanted assistance in formatting proposal templates and client onboarding packets.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

Big Outsource provided us with a single VA who became our primary client-facing support. She managed inbound messages, followed up on project phases, and organized documents in Google Drive. She also standardized all onboarding forms and helped enforce naming conventions and file control for each project. We had weekly update check-ins via Zoom and everything was logged into ClickUp.

RESULTS & FEEDBACK

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

Client response times dropped from 12 hours to under 3. Project handoffs became smoother, and revision errors dropped significantly thanks to better versioning. We onboarded four new clients during this period and retained all of them.

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

Very responsive. Everything was structured through ClickUp, and nothing fell through the cracks. If anything was delayed on the client side, she flagged it before it became a problem.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

The virtual assistant acted like a true extension of our team. She wasn’t just checking boxes—she understood the flow of our work, asked smart questions, and even spotted inconsistencies in proposals. It made everything feel much more polished.

If you’re a creative team with too much on your plate, this kind of smart support is game-changing.

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

Would’ve loved a built-in graphic support package for proposals.

BACKGROUND

Please describe your company and position.

I am the Digital Marketing Consultant of MyAdvice

Describe what your company does in a single sentence.

MyAdvice is a full-service digital marketing company specializing in advertising, blogging, SEO, SEM, social media marketing, marketing strategy, lead generation, content marketing, and marketing consulting to help businesses grow their online presence and generate quality leads.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• to delegate the creation of invoices, deadline monitoring, and client coordination.
• to keep the process between manuscript drafts and feedback neat and orderly.

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

One VA from Big Outsource assisted me in tracking manuscript revisions, managing my editing calendar, and following up with clients regarding unpaid invoices or feedback.  She also helped standardize my feedback templates, ensured that files were named correctly, and created tidy delivery folders.  I was able to concentrate on the actual editing work thanks to her assistance.

RESULTS & FEEDBACK

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

Increased referrals and recurrent business were indicators of higher client satisfaction.  My average turnaround time for each assignment increased by three days.  During the time we collaborated, I also had no late invoices.

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

They are very communicative and always on time.  She proactively informed me of impending customer activities and handled her responsibilities, such as clockwork.

What was your primary form of communication with Big Outsource?

Email or Messaging App

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

The relationship's low maintenance was what caught my attention.  I didn't have to handle her handling things, and I didn't have to repeat myself.  She recently received it, which is extremely appreciated as a lone freelancer.

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

Coordinating across time zones might be made easier with greater flexibility in shift hours.

BACKGROUND

Please describe your company and position.

I am the Senior Operations and Claims Manager of Bogle Insurance Brokers Ltd

Describe what your company does in a single sentence.

We are a full Property & Casualty, Health, Life and Annuities Insurance Brokerage. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• To get help organizing shoot schedules and client correspondence.
• to expedite payment follow-ups and image delivery.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

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

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

We were given a dedicated  by Big Outsource who managed client calendar booking, sent invoices, followed up on late payments, and uploaded completed photo sets to client folders.  She even checked in after delivery to solicit reviews, and she made templated emails to confirm appointments and delivery ETAs.  Trello was used to efficiently organize everything, and it was synchronized with our current email.

RESULTS & FEEDBACK

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

The average time it took to collect invoices was cut from nine days to three days.  After the new procedure was put in place, we had no no-show appointments, and because of improved follow-up, we had a 35% increase in Google reviews in just two months.

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

She managed things well.  No excuses, no delays.  I liked that she examined before acting if something seemed uncertain.  Their actions all contributed to our company's increased professionalism.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

In all honesty, the interaction was surprisingly human. This was not a faceless assistant; rather, it was an individual who remembered my preferences, addressed clients by name, and demonstrated genuine concern in her communication. This exceeded my expectations for an outsourced virtual assistant.

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

It would have been beneficial to receive additional guidance during the initial stages of the preparation process.

BACKGROUND

Please describe your company and position.

I am the Co-Founder and CEO of MachineMetrics

Describe what your company does in a single sentence.

MachineMetrics, Inc. is an industrial IoT company based in Northampton, Massachusetts, founded in 2014-2015.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• To get help organizing shoot schedules and client correspondence.
• To streamline image delivery and follow-ups for payments.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

Big Outsource assigned us one dedicated VA who handled calendar booking with clients, issued invoices, followed up on late payments, and uploaded finalized photo sets into client folders. She also created templated emails to confirm appointments and delivery ETAs, and even checked in after delivery to request reviews. Everything was neatly managed via Trello and synced to our existing email.

RESULTS & FEEDBACK

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

Invoice collection time was reduced from an average of 9 days to just 3. We had zero no-show appointments after the new process was implemented, and our Google review count grew by 35% within two months due to better follow-up.

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

She handled everything efficiently. No delays, no excuses. If something looked unclear, she checked before acting, which I appreciated. Everything she did helped make our business feel more professional.

What was your primary form of communication with Big Outsource?

Email or Messaging App

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

Honestly, it was how human the interaction felt. This wasn’t a faceless assistant—I had someone who remembered preferences, clients by name, and took genuine care in her communication. It was more than I expected from an outsourced VA. They’re pros who feel like part of your own team.

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

It would’ve helped to have a bit more guidance early on during setup.

BACKGROUND

Please describe your company and position.

I am an executive at EIW

Describe what your company does in a single sentence.

EdTech company 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Increase our customer service footprint
• Make it seamless
• Make sure outside group was a super fit culturally

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Customer service support of our internal customer service team

RESULTS & FEEDBACK

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

BigOutsource has been a tremendous partner. They are extremely communicative, responsive, their culture is in great alignment with ours, and their staff who work directly with our team supporting our customers are extremely professional, super kind, and feel like a direct extension of our internal team because everyone gets on so well.

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

Yes, BigOutsource has delivered and they are responsive.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

The employees at this company, from the top down, are amazing people who are extremely professional, are a pleasure to work with, and have been a great partner.

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

N/A

BACKGROUND

Please describe your company and position.

I am the COO of Qonto

Describe what your company does in a single sentence.

We are the leading European business finance solution.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Additionally, we required assistance with newsletter formatting and content proofreading prior to distribution.
• To stay up with new business, we required assistance with calendar scheduling and client inbox management.

SOLUTION

How did you find Big Outsource?

Referral

Why did you select Big Outsource over others?

• Good value for cost
• Referred to me

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

A specialised virtual assistant from Big Outsource assisted us with basic CRM input, managed two of our clients' inboxes, handled calendar invites, proofread content, and kept our project boards up to date.

RESULTS & FEEDBACK

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

We were able to onboard two more clients during this time because of the decrease in administrative workload, and our response time to client enquiries improved by more than 40%.

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

incredibly proactive and quick to respond.  Our VA consistently adhered to our SOPs, met deadlines, and promptly adjusted to comments.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

the degree of expertise and the ease with which they fit into our processes.

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

Not much, but some things would have gone more quickly if our time zones had overlapped more.

BACKGROUND

Please describe your company and position.

I am the Founder of Wilson Brook Consulting.

Describe what your company does in a single sentence.

We’re a recruitment firm that recruits from C-suite to management level across several industry sectors within the uk and outside uk.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• I needed help turning my podcast episodes into written content so I could publish consistently without doubling my workload

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

Their reviews demonstrated specialized content support skills, not just generic VA work

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Big Outsource provided two team members who supported me weekly. One handled transcription and blog drafting based on my podcast episodes, while the other took care of formatting and publishing through my CMS. They also managed basic editorial clean-up and repurposed content for newsletter use.

RESULTS & FEEDBACK

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

I went from publishing two blogs a month to four without burnout. On top of that, my email list grew by 22% from having more consistent content to share.

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

Very smooth process. Tasks were delivered early most weeks, and any edits I requested were handled quickly — often within the same day.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

They took time to understand the tone I use with my audience and made sure every piece still sounded like it came from me.

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

The only hiccup was during the first two weeks as we aligned on formatting — but after that, it was autopilot.