Business & Services Solutions

BACKGROUND

Please describe your company and position.

I am the ceo of essentiel outsourcing sl

Describe what your company does in a single sentence.

Essentiel Outsourcing S.L., based in Barcelona, has been supporting companies of all sizes for over 10 years with tailored, human-centered, and multilingual outsourcing.

With a presence in Europe and the Americas, we operate in over 15 languages, delivering solutions tailored to your growth, customer experience, and commercial performance challenges.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• tech support L1/L2
• outbound campaigns

SOLUTION

How did you find Business & Services Solutions?

Referral

Why did you select Business & Services Solutions over others?

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

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

As a trusted outsourcing partner, BSS Solution delivers efficient and tailored back-office services that support our operational needs. Their expertise includes:

Data entry and processing: accurate input, database maintenance, and validation of key information.

Administrative task handling: document preparation, digital archiving, report generation, and support in managing internal processes.

Order and file management: end-to-end processing with a strong focus on reliability and speed.
Billing and payment tracking: invoice issuance, payment follow-ups, and reconciliation support.
 

BSS Solution adapts its workflows to our specific requirements, ensuring consistency, data integrity, and seamless integration with our internal systems.

BSS Solution also provides customer support services on our behalf, ensuring professional and multilingual assistance across multiple channels. Their scope includes:

Frontline support via phone, email, and chat: responding to inquiries, handling complaints, and guiding customers through basic troubleshooting steps.
After-sales support: return management, delivery tracking, and customer satisfaction follow-up.
Ticket routing and escalation: filtering incoming requests and directing them efficiently to the appropriate internal teams.
Quality interactions: with a customer-centric approach that helps maintain strong brand reputation and loyalty.
 

Their teams are trained on our tools and standards, delivering measurable performance and contributing to high customer satisfaction levels.

BSS Solution operates with a strong commitment to confidentiality, reliability, and compliance. Their structured approach, responsiveness, and operational flexibility make them a key contributor to the optimization of our support and back-office functions.

RESULTS & FEEDBACK

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

The collaboration with BSS Solution led to several measurable outcomes that clearly reflect progress and operational success: 

1. Improved Processing Efficiency

Back-office task completion time was reduced by 25%, thanks to streamlined workflows and optimized data handling.
Administrative accuracy increased, with a reduction in data entry errors by 30% due to quality control processes implemented by BSS Solution.

2. Enhanced Customer Experience

Customer satisfaction (CSAT) scores improved by 12 points, reflecting better response quality and shorter resolution times.
The First Contact Resolution (FCR) rate rose to 85%, ensuring most customer issues were handled without the need for escalation.
Response time across channels (email, chat, and phone) was reduced by up to 40%, contributing to a faster and more responsive service.

3. Operational Gains

The internal teams were able to reallocate up to 20% of their time to higher-value tasks, due to reduced administrative burden.
Ticket routing efficiency improved with a notable drop in misrouted inquiries, increasing overall workflow clarity and speed.
 

These outcomes demonstrate that BSS Solution not only delivered on service quality and reliability but also provided tangible performance improvements that positively impacted both internal operations and end-customer satisfaction.

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

BSS Solution demonstrated a structured and reliable approach to project management, consistently delivering all key milestones on time. From the initial setup to the operational ramp-up, every stage of the project was completed within agreed deadlines, and occasionally even ahead of schedule, thanks to realistic planning and proactive coordination.

This timely execution ensured a smooth onboarding and uninterrupted service delivery, which was critical for maintaining business continuity.

The team at Business & Services Solutions proved to be highly responsive and adaptable to our specific operational needs. They were able to:

Align their processes with our internal tools (CRM, ticketing systems, reporting frameworks).
React quickly to changes in priorities or workload volumes.
Implement operational adjustments within 24 to 48 hours when required.

Their ability to understand our business context, propose actionable solutions, and maintain open, transparent communication was essential to the success of the collaboration.

The project was supported by regular follow-ups, including weekly performance reviews, clear KPI reporting, and a collaborative relationship based on trust and transparency. This allowed us to continuously monitor progress, quickly address any challenges, and fine-tune the setup for optimal results.

What was your primary form of communication with Business & Services Solutions?

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

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

While the overall collaboration with BSS Solution has been highly positive, there are a few areas where further optimization could enhance their service delivery even more:

1. Proactive Suggestion of Process Improvements

Although BSS Solution efficiently follows the processes provided, encouraging a more proactive approach in suggesting workflow improvements or automation opportunities would add strategic value, especially over the long term.

2. Scalability Planning

During periods of increased volume, the ramp-up was handled effectively, but more detailed capacity planning and forecasting tools could help anticipate future surges and better align resources in advance.

3. Knowledge Management 

While training and onboarding are well-structured, the centralization of knowledge (e.g., via an internal knowledge base or shared documentation hub) could further improve onboarding speed for new agents and ensure consistent handling of customer cases.

4. Multichannel Integration

Although BSS Solution handles communication across several channels, there is room to enhance the integration between these channels (chat, email, phone) to provide a more seamless, omnichannel customer experience and unified reporting.

These points are not major weaknesses, but rather areas of continuous improvement that could help strengthen BSS Solution’s already solid performance and responsiveness.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

While Business & Services Solutions (BSS) has delivered a solid and reliable service overall, there are a few areas where enhancements could further elevate their performance:

1. More Proactive Communication
 At times, communication tended to be reactive rather than anticipatory. A more proactive approach in reporting potential issues or suggesting operational optimizations early on would improve overall responsiveness and strategic alignment.

2. Faster Onboarding of New Staff
 The onboarding process is structured and effective, but during scaling phases, the ramp-up speed for new agents could be optimized. Streamlining internal training tools and documentation might accelerate readiness without compromising quality.

3. Real-Time Performance Dashboards 

While regular reporting is provided, the introduction of real-time or more dynamic performance dashboards would offer greater visibility into ongoing metrics and allow quicker decision-making on both sides.

4. Standardized Process Documentation 

Some workflows evolved over time but were not always formally documented. Establishing clear, up-to-date SOPs (Standard Operating Procedures) across all services would support consistency, especially as the team grows.

BACKGROUND

Please describe your company and position.

I am the Chief Commercial Officer (CCO) of Erum Vial

Describe what your company does in a single sentence.

Erum Vial is a subsidiary of the Erum Group, a Spanish multinational company specialising in sustainable plastic injection within the framework of the circular economy, which is present in more than 20 countries.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• Our internal capacity had reached its limits, and it became clear that handling multilingual communication with the empathy required for stress-filled, post-incident situations demanded a more specialized approach. That realization led us to Business & Services Solutions.

SOLUTION

How did you find Business & Services Solutions?

Clutch Site

Why did you select Business & Services Solutions over others?

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

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

What stood out immediately was their consultative approach. They didn’t present a one-size-fits-all solution. Instead, they took time to fully understand the emotional weight our customers sometimes carry when reaching out to us whether it's a driver calling about a damaged safety triangle or a fleet operator reporting an IoT malfunction. The team at Business & Services Solutions designed a tailored call center program for us that included technical support, multilingual customer service (German, Spanish, and English), appointment setting, and even after-hours emergency support.

Beyond the standard voice support, they also implemented structured escalation protocols to ensure that sensitive incidents such as malfunction reports from municipalities were handled promptly and directed to the right departments. We had full visibility into the performance metrics, but more importantly, they allowed us to embed our safety-first philosophy into their training modules for agents. This meant every customer interaction still felt personal, even though it wasn’t always handled by our internal staff.

RESULTS & FEEDBACK

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

One of the most telling results was the shift in customer sentiment. We started receiving unsolicited feedback from end-users, especially from municipal clients, expressing appreciation for the calmness and clarity with which their concerns were handled. It’s rare to get positive feedback about customer service in the automotive sector especially during difficult conversations but we began seeing it more frequently.

Internally, their impact was even more noticeable. Our logistics team no longer had to juggle between routing calls and managing outbound shipments. Our technical team saw a sharp drop in minor queries, allowing them to focus on product development and critical diagnostics.

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

Their project management was methodical and transparent. Weekly syncs were not just status updates they were improvement sessions. Their supervisors often brought up recurring customer patterns before we even noticed them. Any changes or requests from our side like shifting language priorities based on market demand were met with flexibility and a surprisingly fast turnaround.

What was your primary form of communication with Business & Services Solutions?

• Virtual Meeting
• Email or Messaging App

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

What impressed me the most was how they managed to strike a balance between professional structure and human empathy. The agents weren’t robotic; they were relatable. You could tell they were trained not just to respond, but to listen.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

As for areas of improvement, perhaps the only thing I could suggest is expanding their real-time integration capabilities with certain CRM platforms. There were moments in the early stages where we had to use workarounds to sync live data, though to their credit, they resolved those limitations fairly quickly with a technical patch.

BACKGROUND

Please describe your company and position.

I am the founder of WirWaschen GmbH

Describe what your company does in a single sentence.

WirWaschen is a professional laundry service with its own logistics in Berlin, providing tailored washing and linen rental solutions for businesses, households, vacation rentals, and small hotels across Germany.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• The challenge was finding a vendor that could align with our operational tempo while adapting to the nuances of our industry such as explaining logistics, pricing models, and service turnaround times with clarity.

SOLUTION

How did you find Business & Services Solutions?

• Online Search
• Clutch Site

Why did you select Business & Services Solutions over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

Business & Services Solutions delivered a comprehensive call center service tailored to our needs. Their scope of work included inbound customer support for service inquiries, logistics coordination (e.g., scheduling pickups and deliveries), and outbound follow-ups to ensure satisfaction after service completion. Key deliverables included a dedicated team trained on WirWaschen’s processes, multilingual support to accommodate our diverse clientele, and detailed weekly reports highlighting call metrics, common customer pain points, and service improvement opportunities. They also implemented a ticketing system to escalate technical or operational issues to our internal teams seamlessly.

RESULTS & FEEDBACK

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

The collaboration yielded tangible improvements in our customer service operations. Call resolution times decreased significantly, and customer feedback reflected appreciation for the responsiveness and accuracy of the support team. For instance, one scenario involved a holiday rental client in Berlin who needed an urgent linen replacement due to an unexpected booking. The call center team not only arranged a same-day delivery but also proactively coordinated with our logistics partner to ensure the solution was executed flawlessly. This level of agility became a recurring theme in their service delivery.

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

Project management was a standout strength. Business & Services Solutions adhered strictly to timelines, whether launching new training modules for seasonal promotions or adjusting staffing levels during peak demand periods. Their responsiveness to ad-hoc requests such as integrating a new CRM tool mid-campaign demonstrated flexibility and a commitment to partnership. Weekly review meetings ensured alignment, and their proactive suggestions (e.g., creating an FAQ database for frequent queries) added strategic value beyond the contract’s baseline requirements.

What was your primary form of communication with Business & Services Solutions?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most was their industry-specific adaptability. Unlike generic call centers, their team took the initiative to understand the intricacies of laundry service logistics, such as differentiating between corporate clients needing bulk wash cycles and private households prioritizing gentle fabric care. This nuanced approach reduced miscommunication and elevated the customer experience.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Co-Founder & Managing Director of Volkis

Describe what your company does in a single sentence.

Volkis is a dedicated information security consultancy that provides penetration testing, security assessment, red team, GRC, and training services at its core. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• We need Call Center Services & Sales Outsourcing

SOLUTION

How did you find Business & Services Solutions?

• Online Search
• Clutch Site

Why did you select Business & Services Solutions over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

Business & Services Solutions crafted a support ecosystem that mirrored our operational tempo. Their consultants didn't just complete training modules, they immersed themselves in our world through live penetration testing observations and incident response shadowing. This depth of understanding manifested in several critical functions:

Their security-savvy team managed the complete assessment lifecycle coordination, intelligently matching client urgency with consultant availability while maintaining strict confidentiality protocols. During high-stakes red team engagements, they developed a breach scenario playbook that prepared clients emotionally and logistically for potential findings. For compliance clients, they implemented a regulatory change alert system that proactively notified customers about evolving requirements affecting their security posture.

Perhaps most impactful was their creation of a vulnerability disclosure framework that standardized how findings were communicated based on severity and client technical maturity ensuring critical risks were understood without causing unnecessary alarm about lower-priority items

RESULTS & FEEDBACK

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

The partnership yielded profound operational and cultural benefits. Clients began describing our service as the most prepared security firm they'd engaged, specifically praising the thoughtful pre-assessment preparation coordinated by Business & Services Solutions. When a financial services client experienced a coincidental ransomware attack during their scheduled penetration test, the seamless transition from simulated to actual incident response demonstrated the depth of integration between our teams.

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

Their project governance combines structure with situational flexibility. During our busiest quarter, they implemented a dynamic resourcing model that automatically scaled support based on real-time demand signals from our booking system. Monthly business reviews evolved into strategic planning sessions, where their frontline insights helped shape service improvements like our executive-level security briefing program.

What was your primary form of communication with Business & Services Solutions?

• Virtual Meeting
• Email or Messaging App

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

What truly distinguished Business & Services Solutions was their dual mastery of cybersecurity fundamentals and human psychology. Their team could explain SSRF vulnerabilities to developers, discuss compliance implications with executives, and comfort overwhelmed sysadmins all while maintaining meticulous case documentation. This was exemplified when they de-escalated a tense situation with a healthcare provider who initially refused critical patching recommendations, ultimately guiding them to a solution that satisfied both security and operational requirements.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

The partnership's early phases revealed opportunities to deepen their understanding of our most specialized offerings. While their general security knowledge was robust, certain niche areas like cloud-native application protection required additional knowledge transfer. Implementing more immersive cross-training earlier in the relationship would have accelerated their already impressive learning curve.

BACKGROUND

Please describe your company and position.

I am the CEO of Six Degrees Executive

Describe what your company does in a single sentence.

Six Degrees Executive is an Australian-owned and award-winning agency. We are considered one of Australia’s leading providers in Permanent and Contracting Recruitment, Executive Search and Talent Consulting. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• Business & Services Solutions was tasked with becoming an extension of our culture, ensuring every interaction reflected our commitment to excellence in recruitment.

SOLUTION

How did you find Business & Services Solutions?

Clutch Site

Why did you select Business & Services Solutions over others?

• Good value for cost
• Company values aligned

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

Business & Services Solutions approached our partnership with a level of customization that went beyond standard outsourcing. They immersed themselves in our recruitment methodologies, mastering the nuances of our executive search processes and the specific competencies we evaluate across industries. Their scope of work was meticulously designed to complement our internal efforts:

• Candidate Experience Enhancement: They managed initial outreach and screening for mid-to-senior-level roles, using our proprietary assessment frameworks to evaluate not just skills but cultural alignment a critical factor in executive placements.
• Client Relationship Support: Acting as the first point of contact for hiring managers, they handled everything from interview scheduling to status updates, ensuring seamless communication between all stakeholders.
• Talent Pipeline Development: They implemented a proactive engagement strategy for passive candidates, maintaining relationships through personalized touchpoints that kept top talent warm for future opportunities.
• Process Innovation: One standout initiative was their development of a "candidate journey dashboard," which provided real-time visibility into touchpoints across multiple roles, preventing overlap and enhancing the candidate experience.

Their ability to adapt to our niche requirements was exemplified during a complex CFO search for an ASX-listed company. Business & Services Solutions’ team conducted preliminary interviews that were so thorough our managing partner could step into final rounds with confidence, saving countless hours of internal effort.

RESULTS & FEEDBACK

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

The results of this partnership manifested in both quantitative and qualitative ways. Candidate satisfaction scores reached new highs, with specific praise for the consistency and professionalism of initial screenings. One particularly telling example involved a senior marketing executive who initially hesitated to engage with a recruitment firm. The Business & Services Solutions representative’s insightful conversation about career trajectory not just the immediate role changed their perspective, leading to a placement that became one of our most successful stories that year.

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

Project management was executed with both precision and adaptability. When we launched a major recruitment drive across the healthcare sector, they reallocated resources within 48 hours to accommodate a surge in candidate inquiries without dropping service levels. Their weekly performance reviews went beyond standard metrics, offering actionable insights like identifying Wednesday afternoons as the optimal time for executive-level outreach based on response rates.

What was your primary form of communication with Business & Services Solutions?

• Virtual Meeting
• Email or Messaging App

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

What set Business & Services Solutions apart was their deep understanding that executive recruitment is as much about psychology as it is about process. Their team members displayed an uncanny ability to read between the lines whether detecting a candidate’s unspoken career aspirations or picking up on subtle cues from clients about team dynamics.

A memorable moment came during a sensitive leadership search for a family-owned enterprise. The Business & Services Solutions consultant handling initial candidate conversations identified potential cultural friction that others had missed, allowing us to address it proactively before presenting shortlists. This level of insight preserved the client relationship and demonstrated their alignment with our values.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the CEO of outsourcing solutions europe

Describe what your company does in a single sentence.

Outsourcing advisor

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Business & Services Solutions to accomplish?

• cutomer service

SOLUTION

How did you find Business & Services Solutions?

• Online Search
• Other

Why did you select Business & Services Solutions over others?

Company values aligned

How many teammates from Business & Services Solutions were assigned to this project?

2-5 Employees

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

Multilingual customer services 

RESULTS & FEEDBACK

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

KPIs 

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

Agility and flexibility

What was your primary form of communication with Business & Services Solutions?

Virtual Meeting

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

Business & Services Solutions' multilingual skills are remarkable.

Are there any areas for improvement or something Business & Services Solutions could have done differently?

no