The Connection

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

My firm uses this service to manage incoming and outgoing information. It is more cost effective than handling it in house.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

15% of my work is handling inbound calls.

What challenge were you trying to address with the service provider?

Our goals were to increase productivity among employees by allowing them time to complete other tasks.

SOLUTION

What was the scope of the service provider's involvement?

TheConnection provides answering services and allows for a seamless customer to business integration.

Could you describe the pricing structure and how they billed you?

TheConnection allows my company to be billed on a monthly basis. The contract terms are negotiated based on number of calls handled.

How did you come to work with this service provider?

We found them through an online search.

How would you assess the service provider for answering calls, customer service, and communication?

TheConnection responds rapidly and meets or exceeds all deadlines.

How much time, in hours, does this service provider save you each month?

TheConnection saves approximately 300 billable man hours per month.

How much money does this service provider save you each month?

TheConnection saves approximately 30 employees 15% of their billable time per month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

Calls are handled in a more efficient way.

What are the service provider's strengths?

TheConnection is able to adapt to any company needs.

How can the service provider improve?

There are no areas for improvement.

How long has your company been working with this service provider?

Jan. 2016 - Ongoing.

How much money do you spend annually with this service provider?

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

We use the services to be more in touch with our clients. It is the best way to maintain a good relationship. We have not made any changes to it recently.

How many inbound calls did your company handle every day?

We receive about 100-150 calls a day. For the company, our clients are essential, so we take care that they receive the best attention. It's 25% of the work.

What challenge were you trying to address with the service provider?

Greater management of the analytical consultation of the companies and their innovative designs in the service area, because each customer is treated in a particular way depending on their work area.

Aligning ourselves with such a service to meet our customer service standards is important to our operations.

SOLUTION

What was the scope of the service provider's involvement?

Answering customer calls.

Could you describe the pricing structure and how they billed you?

The price is handled by another part of the company, but I am sure that the payment is made monthly. The service they supply to our company will be around for a long time and we will continue to use their service.

How did you come to work with this service provider?

The heads of the company have direct relations with those who manage the contractors.

How would you assess the service provider for answering calls, customer service, and communication?

I am completely grateful for the work they have been doing. I believe that its effectiveness has been reflected in the company's revenues. We have not had any problems with deadlines and have solved problems with customers 90% of the time.

How much time and money does this service provider save you each month?

About $25,000.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

Their work these past months has been flawless. They are getting better with their dealings with customers and have been able to generate a strategy to solve the problems in the calls to be more efficient and effective each time.

What are the service provider's strengths?

Its effectiveness, its capacity to reinvent itself, and its capacity to produce before any need.

What areas can the service provider improve?

My relationship with the company is limited, but from what IÕve seen, their work is excellent. I do not see anything that needs improvement.

How long has your company been working with this service provider?

We began using them July of 2016 and it is ongoing.

How much money do you spend annually with this service provider?

I prefer not to answer.