FirmsDesk

BACKGROUND

Introduce your business and what you do there.

I'm the owner of Lotus Sports Club, a spa services company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FirmsDesk?

I needed customer service and someone to market my company.

SOLUTION

What was the scope of their involvement?

FirmsDesk does customer service and takes care of the BPO and back-office services for my business. 

What is the team composition?

We've been working with five members of their team.

How did you come to work with FirmsDesk?

I found them through a Google search. After taking a few calls, I understood from reviews that they did a good job. After speaking to the team's manager, I decided on working with them — I felt very comfortable, and I didn't need to swap the service with any other company.

How much have you invested with them?

We've spent about $50,000 with them so far.

What is the status of this engagement?

The partnership started in January 2020, and it's still ongoing.

RESULTS & FEEDBACK

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

I'm delighted with their services, and they're performing to my expectations. From the outcomes that I get out of the business and the usual weekly report, I see how they get down and the customer feedback. I can generate a lot of the outcome; I see our business driving customers in, and many leads have been caused by their work.

They've been exceptionally well, and I feel that I'm confident. I also feel happy with the services because I get a lot of business generated by them doing customer support — my company is doing well, and we're just about to grow even more.

How did FirmsDesk perform from a project management standpoint?

They're great. In terms of communication, we use Click-up, Slack, phone calls, and emails.

What did you find most impressive about them?

They're covering my budget as well as my work, so I'm happy about it. They're also organized and give me weekly reports as required. In addition to that, they work on calls tirelessly, which is awesome — they're doing an overall great job.

Are there any areas they could improve?

I don't think there's anything they can improve on.

Any advice for potential customers?

I recommend them, especially to small start-up companies that are lagging.

BACKGROUND

Introduce your business and what you do there.

I am a partner at Cfresh Zone, a seafood exporter. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FirmsDesk?

We were looking for a firm to support us as we began internal web design and development. 

SOLUTION

What was the scope of their involvement?

We had two different projects with FirmsDesk. The first one was web design and development, which turned more into technical support. It wasn’t a full website redesign from their side; FirmsDesk supported us as we put together the web design, identifying and fixing glitches. They patched up holes in the website code for us. 

We outsourced some call center services to FirmsDesk to assist with seafood delivery. My company has a lot of local business, so we targeted the US and Australia markets, and FirmsDesk’s call center services were mainly in English. 

What is the team composition?

We worked with five team members, a team lead, a supervisor, and an account manager. 

How did you come to work with FirmsDesk?

We looked them up online and weren’t sure how the partnership would go, but the pricing was decent. We decided to give FirmsDesk a shot and started with a team of eight people. 

How much have you invested with them?

We invested around $30,000 with FirmsDesk. 

What is the status of this engagement?

We worked with FirmsDesk from July 2020–July 2021.  

RESULTS & FEEDBACK

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

Their team met the number of calls we expected, about 100–150 a day. FirmsDesk was also able to identify glitches on our website that we hadn’t been able to find — it was a good job all around. 

How did FirmsDesk perform from a project management standpoint?

We stayed in contact with FirmsDesk through a combination of email and phone calls. When an issue came up, we never had to wait for FirmsDesk’s response. Their turnaround time was good. As soon as an issue arose, they’d immediately plan and execute a strategy to fix it. 

What did you find most impressive about them?

Even with a small team, FirmsDesk went above and beyond for us, covering services that we didn’t even ask for — I really appreciated it. They were proactive, and their quality of work was outstanding. 

Are there any areas they could improve?

No, I don’t think so. 

Do you have any advice for potential customers?

I would advise customers to hire a bigger team from FirmsDesk — our small team was great, and a bigger team would be even better. 

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Answering Services, an outsourcing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FirmsDesk?

We were looking for a partner that could provide us with call center and translation services.

SOLUTION

What was the scope of their involvement?

FirmsDesk is helping us generate leads and translate calls from Arabic to English. We’ve provided them with some scripts and set out our expectations at the start of the engagement.   

What is the team composition?

I work with one teammate. 

How did you come to work with FirmsDesk?

They were referred by a colleague who was satisfied with their service. I gave them a call and asked if they would be able to work for us. They agreed, and we signed up a one-year contract together. 

How much have you invested with them?

We’ve spent $30,000.

What is the status of this engagement?

We started working together in August 2020, and it’s ongoing. 

RESULTS & FEEDBACK

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

FirmsDesk’s work has received positive feedback from our team. They take ownership of their tasks and do exactly what we want them to do. Everything is going well, and we’re delighted with their services.

How did FirmsDesk perform from a project management standpoint?

The process has been straightforward. Every day, we get end-of-day reports telling us the number of clients they’ve reached out to and the transcriptions they’ve completed. We communicate through Slack, Skype, and emails.

Whenever we address them with issues, they respond within 24–48 hours. They take action if things don’t go well.  

What did you find most impressive about them?

FirmsDesk’s communication skills and ability to transcribe from Arabic to English are impressive. Additionally, they are cost-effective. 

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Just go with an open mind as FirmsDesk is good at what they do. They’re pretty transparent with what they can and can’t do. 

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of Dr. Teeth, a dental care company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FirmsDesk?

We needed help with BPO services.

SOLUTION

What was the scope of their engagement?

FirmsDesk helps me with the phone and email contact with my clients. They assist me in getting in touch with my clients so I don't have to waste my time searching for applicants and getting appointments for them; it's challenging to get people walking in at a specific time. Their team also uses search engine tools to attract more people to my business.

In addition to that, FirmsDesk also helps me with staff augmentation and consultancy to have bigger ideas and plans on implementing and growing my company.

What is the team composition?

I have a two-member team that keeps in touch with me and provides updates on what’s happening.

How did you come to work with FirmsDesk?

They were referred to me by a friend. They gave me an excellent rapport about how FirmsDesk helped to grow their business.

How much have you invested with them?

We've spent $40,000–$42,000 so far on the project.

What is the status of the engagement?

We started working together in June 2016, and the partnership is still ongoing. I had a contract with them for 11 months, and I keep renewing it every year because I don't feel the need to stop using them.

RESULTS & FEEDBACK

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

Ever since we started working with them, we have gotten more clients and more profit. Before that, I felt that it was not going the proper way — they’ve made my work easier, and I don’t think that anything is lacking.

How did FirmsDesk perform from a project management standpoint?

Everything goes well; they're transparent, give me daily responses, and give suggestions that help us improve our business. They’re also always open to daily communication, which helped me understand that if today didn't go well tomorrow, we'd try something else.

In terms of tools, we always use Slack, emails, and phone calls.

What did you find most impressive about them?

The kind of work they do and their transparency are outstanding. They also give a lot of ideas and suggestions on what's right and not.

Are there any areas they could improve?

I don't think there's anything that they could improve on.

Any advice for potential customers?

Go to them with an open mind and think about your business ideas, how you want to expand and grow, and go forward with what you do.

BACKGROUND

Please describe your company and your position there.

Arksolutions Financial Software Senior Sales Consultant

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire FirmsDesk, and what were your goals??

Customer Support for our booking software which we launched during pandemic

SOLUTION

How did you select this vendor and what were the deciding factors?

We floated the RFI and RFP and shortlisted them based on pricing and expertise

Describe the project in detail and walk through their service package, including any calling tools used.

Our requirements were we needed technical support for our customers from 8.00am to 8.00pm EST time throughout the week Monday to Sunday

Who did you work with and what was the feedback process like?

I worked with Rachel Lamb who was our account manager who was amazing always consultative and solution provider

RESULTS & FEEDBACK

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

Their service was tremendous SLAs were up to the mark good team which were more tech savvy

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

Their project management style was more in to Account Manager who takes care of the relationship and billing part they have a supervisor who is responsible for operations team leads who take care of shifts etc...in terms of tools slack kanban etc....

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

Their timelines easily adapt and cater to our needs.

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

Need to improve non the cost

BACKGROUND

Please describe your company and your position there.

I'm the business owner for Jakob Smith Media company I do vlogs on travel and also a brand influencer for a few companies

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire FirmsDesk, and what were your goals??

I hired them for Customer Support projects where we had some brands to call and book me for their podcasts and brand promotion I had them manage the entire bookings and work execution

SOLUTION

How did you select this vendor and what were the deciding factors?

I was referred by my Acquaintance to hire them for my requirement

Describe the project in detail and walk through their service package, including any calling tools used.

They provided Support from Monday to Friday 24/7 coverage where I had my majority of customer base from Australia and US. They had a unique calling system and chat system which meet my needs. They connected me with my clients and booked my slots effectively.

Who did you work with and what was the feedback process like?

I Worked with Justin Manasseh who was my account manager who effectively ran my project from start to and sustained a delightful experience

RESULTS & FEEDBACK

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

The Service was Phenomenal as I moved in to the travel phase which had to end the service with them will resume back once I finish up my venture in the next couple of months

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

They operate with the Team of 6 where they have 3 Agents 1 Lead and 1 Floor supervisor and 1 Account Manager who worked on my projects KANBAN boards was prominent in their Operating strategy

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

Customer Focused Highly Responsive Good Work ethics

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

Nothing As Such