FlairsTech

BACKGROUND

Introduce your business and what you do there.

I’m the director of enterprise applications for a food and beverage company. We’re Canada’s largest dealer of foodservice equipment and small wares, offering nationwide delivery, custom stainless steel manufacturing, and in-house brands for commercial kitchens.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FlairsTech?

We were looking for a team of high-quality individuals who could help our mid-sized company move faster and be better than our in-house talent. We wanted teams that could put out fires and proactively prevent them from happening again. We also wanted a team that could handle taking on projects and completing them.
For our development team, we wanted to ensure we had top talent who could hit the ground running with very little background. We also wanted to ensure longevity with the talent, so we didn’t lose time or suffer if talent moved on — the replacement should be able to just hop in.

SOLUTION

What was the scope of their involvement?

FlairsTech provides an IT support desk with L1 and L2 support, as well as a development team that includes a data engineer, data analyst, and business analyst. The IT support team supports our internal team on any L1 or L2 requests, such as how to log in and troubleshoot issues. They also have metrics they’ve developed to track the team’s performance and measure it against standard benchmarks. This work is ongoing.
The L2 support also takes on project work delegated by our VP of IT and is considered a source of knowledge and should have points of view on different aspects of our IT environment. The development team provides ongoing support with Power BI, engineering new processes, and migrating away from our dated ERP.

What is the team composition?

We work with 6-10 people from development team that includes a data engineer, data analyst, and business analyst.

How did you come to work with FlairsTech?

We found them through an online search. Their pricing fit our budget, they were a great culture fit, they offered good value for the cost, and their company values aligned with ours.

What is the status of this engagement?

We started working with them in July 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Our ticket count and response times have decreased. For the development team, they’ve been able to develop and complete work in weeks instead of months. For example, the first delivery was in three weeks instead of eight weeks.

How did FlairsTech perform from a project management standpoint?

They’ve delivered on time, with constant communication and a commitment to making it work for us. We communicate through virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

How quickly they respond and the level of dedication and customer service we get when we’re sourcing new staff or options.

Are there any areas they could improve?

No, I don’t have any feedback for that.

BACKGROUND

Please describe your company and position.

 I am the Technical Support Manager of a consumer products & services company 

Describe what your company does in a single sentence.

Our company helps clients capture, transform, and manage data, leading to increased field to finish efficiency and profitability.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

• Improve call capture rate of our technical support line.
• Allow support reps to spend more time solving cases, less time answering calls.
• Improve efficiency of the support team and assist in notifications of priority cases or unhappy clients.

SOLUTION

How did you find FlairsTech?

Referral

Why did you select FlairsTech over others?

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

How many teammates from FlairsTech were assigned to this project?

2-5 Employees

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

Answering inbound calls in both English and French for our technical support line - collecting client's information, confirming correct, listening and gathering product type,name, software, etc.  Find the client in our system and create a support case with all relevant information.  Notify the support team when priority cases are created, when clients call to follow up, or if calling back and unhappy, notifying the team.

RESULTS & FEEDBACK

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

Our call capture rate improved significantly - before Flairstech we were around 50-70% for call capture while our support reps were constantly interrupted by calls and many clients were forced to leave voicemails.

Now, we are consistently above 90% (our target), but usually at 95% or above for call capture with rare occurrences of voicemails.

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

Any time we had/have a need or concern, we receive answers, recommendations and solutions.  Communication is great, and they constantly strive to improve and motivate their team, as well as offer ideas to improve things on our side.  

What was your primary form of communication with FlairsTech?

Virtual Meeting

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

The professionalism across the board - from management and higher up contacts of course, but also with the employees and their interactions with our clients.  They take their jobs seriously, yet are personable and friendly with our team - it doesn't feel like they are contractors - they are truly part of our team.

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

Honestly can't think of anything - it's been great from the start!

BACKGROUND

Please describe your company and position.

I am the Department VP of a software company.

Describe what your company does in a single sentence.

Valsoft buys, enhances and grows software businesses that provide mission critical services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

• Provide Level 1 and Level 2 Customer Support resources
• Provide project managers
• Provide developers with various skillset

SOLUTION

How did you find FlairsTech?

• Referral
• Other

Why did you select FlairsTech over others?

• Pricing fit our budget
• Great culture fit

How many teammates from FlairsTech were assigned to this project?

6-10 Employees

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

I am managing R&D teams for 14 companies currently. I use Flairstech on 4-5 companies for support, development and project management resources.

RESULTS & FEEDBACK

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

Our support and implementation teams have tools to measure productivity of every employee to measure success. It is difficult to measure productivity in the development team.

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

Ezz is amazing as a project manager. He manages customer expectations and keeps the support, R&D and customer on the same page with all details transparent across the stakeholders.

What was your primary form of communication with FlairsTech?

• Virtual Meeting
• Email or Messaging App

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

Flairstech provides quality support and Project management resources. We can scale up and down depending on our requirement and it is easy to add and remove resources as per the requirement.

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

Quality of development resources is lower and the few good developers we have leave in 6-12 months. It would be good to retain these good developers, so that the onshore team does not spend time in training new resources all the time.

BACKGROUND

Please describe your company and position.

I am the Senior Director of Customer Success of Upland Software

Describe what your company does in a single sentence.

ENablement software for contact centres, marketing, sales, project management and document workflow

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

• Customer Success Management

SOLUTION

How did you find FlairsTech?

Referral

Why did you select FlairsTech over others?

Referred to me

What was the size of FlairsTech’s team?

11+

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

Customer Success management across multiple product lines. Primary role is to ensure customers fee loved and want to stay working with us. Key parts of role are ensuring ROI, commercial negotiation for retention and expansion, trouble shooting and maintaining core data in our CRM

RESULTS & FEEDBACK

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

• Customer feedback
• Customer retention
• customer expansion
• Fit within the team

What was your primary form of communication with FlairsTech?

Virtual Meeting

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

Flairstech have always been a great partner. They provide excellent candidates that we also get to perosnally interview. They think about the culture fit within our organisation and both sides encourage the FT team to feel part of the Upland Team. Senior management is always open to regualr meetings and feedback and all small issues are nipped in the bud quickly so we can all focus on providing value to the customer

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

Flexibility in finding candidates quickly and having back ups in the wing should we need resource quickly. The dedication of their people is also very impressive.

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

no

BACKGROUND

Please describe your company and position.

I am the SVP, Services & Support of Upland Software, Inc.

Describe what your company does in a single sentence.

Enterprise software for getting things done.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

• Multi-tier Software Support
• After-hour Support
• Technical and Professional Services

SOLUTION

How did you find FlairsTech?

Referral

Why did you select FlairsTech over others?

• Good value for cost
• Company values aligned

What was the size of FlairsTech’s team?

80

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

Flairstech has helped our customer support teams deliver best-in-class support to our enterprise software customers, both inside and outside our operating hours. They have helped us consistently achieve greater than 97% customer satisfaction annually. The nature of support has varied from general software support (Tier 1) to highly technical (Tier 2/3). They have also provided resources for special projects requiring custom development.

RESULTS & FEEDBACK

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

• Customer Satisfaction
• Time-to-close
• Cost

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

Since our project is on-going we hold weekly meetings to ensure we're on track and we do quarterly business reviews to cover all of the key KPIs.

What was your primary form of communication with FlairsTech?

• Virtual Meeting
• Email
• Messaging App

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

Their pricing model was unique and fit well with how we needed to budget for customer support. Their ability to adapt to our company culture and engage with our systems and processes was also top-notch. The customer satisfaction scores we've achieved speak for themselves.

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

This project is 10+ years old so we've ironed out most of our issues over that time. They worked with us on the hiring process and communication regarding turnover which wasn't as fluid at the beginning as it is now. But presently, no complaints.

BACKGROUND

Introduce your business and what you do there.

I'm an executive at LeagueSuite, a platform that streamlines operations for recreational and amateur sports leagues, offering live scoring, advanced stats, AI-generated game recaps, and customizable branding to enhance the player and fan experience.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FlairsTech?

We needed help cleaning up some technical debt and delivering expertise in software development that allows us to adapt to the changes in how software is developed.

SOLUTION

What was the scope of their involvement?

FlairsTech provides database management and backend and frontend development. The team has built new features, redesigned parts of the system, and handled ongoing maintenance.

What is the team composition?

We work with 2–5 teammates from FlairsTech.

How did you come to work with FlairsTech?

Someone referred FlairsTech to me. We chose them because their pricing fit our budget and offered good value for the cost.

What is the status of this engagement?

We started working with FlairsTech in September 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

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

FlairsTech's work has resulted in an overall improvement in our site's performance, new features, and fewer bugs. It's been a very positive experience. The team collaborates very well and is composed of strong developers.

How did FlairsTech perform from a project management standpoint?

FlairsTech tends to deliver on time. We communicate via virtual meetings.

What did you find most impressive about them?

I'm impressed by FlairsTech's technical know-how and careful planning.

Are there any areas they could improve?

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

BACKGROUND

Introduce your business and what you do there.

I’m the head of software at Buildsoft, a company that develops industry-leading construction software for estimating and takeoff. We provide scalable digital solutions that help construction professionals work more efficiently and profitably worldwide.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with FlairsTech?

We needed help with our DevOps processes. We also needed advanced knowledge of Kubernetes, AWS, and enterprise security.

SOLUTION

What was the scope of their involvement?

FlairsTech has helped us with our DevOps processes. The team has also helped us with developing team systems, infrastructure migrations, system maintenance, and operational availability. Regarding the technology stack, the team has worked with AWS, EKS, and Azure.

What is the team composition?

We’ve worked with 2–5 teammates from FlairsTech.

How did you come to work with FlairsTech?

Someone referred FlairsTech to me.

How much have you invested with them?

We’ve spent around $10,000–$50,000.

What is the status of this engagement?

We started working together in Februrary 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

.

How did FlairsTech perform from a project management standpoint?

FlairsTech’s project management is good. The team delivers on time. Regarding communication, we use virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

FlairsTech’s availability, communication, and ability to work well across global teams are impressive.

Are there any areas they could improve?

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

BACKGROUND

Please describe your company and position.

I am the Digital Data Analyst and YouTube Strategist of a media company

Describe what your company does in a single sentence.

Industry-leading creator, producer & distributor of animated & live-action content for young audiences around the world.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

Custom thumbnail creation for YouTube

SOLUTION

How did you find FlairsTech?

Referral

Why did you select FlairsTech over others?

• Pricing fit our budget
• Referred to me

How many teammates from FlairsTech were assigned to this project?

1 Employee

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

A Senior Graphic Designer employed by FlairsTech will produce 100-150 thumbnails (for YouTube purposes) or as otherwise requested by 9 Story, monthly in connection with 9 Story’s property entitled Barney and Friends, Seasons 7-14. The designer must follow the best practices and brand guidelines and implement any feedback provided.

RESULTS & FEEDBACK

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

Number of approved thumbnails per month against the amount of feedback required before approval.

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

They were always available when needed, but the pace was slow for the first couple of months. It has improved since then with the designer getting used to the brand and style.

What was your primary form of communication with FlairsTech?

Email or Messaging App

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

We were impressed with their flexibility and the value they contributed.

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

Better communication in English and having more senior designers with more experience either be employed or oversee a 1-designer contract.

BACKGROUND

Please describe your company and position.

I am the Senior O2C Manager of Valsoft Corporation

Describe what your company does in a single sentence.

Mergers & Acquisitions

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FlairsTech to accomplish?

• Pre-screening candiates
• Recruitement
• Provide pipeline for candidates

SOLUTION

How did you find FlairsTech?

Referral

Why did you select FlairsTech over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

What was the size of FlairsTech’s team?

6-10 Employees

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

Collections Monthly/Month end financial reporting Billing/invoicing clients (Timely/Accuratley)

RESULTS & FEEDBACK

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

• Employee Performance
• Retention
• Speed of providing candidates

What was your primary form of communication with FlairsTech?

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

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

The Flairstech team has been effective in providing qualified candidates within the expected timeline. The support team has been very accomadating and resourcefull.

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

Accomadating nature of the correspondances.

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

Like for most business interactions, communication can be improved and streamlined.