Flatworld Solutions

OPPORTUNITY / CHALLENGE

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

Flatworld Solutions' service is very attractive and necessary for its low costs. It is very useful.

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

We handle more than 5,000 incoming calls a day.

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

Our goal was to have a perfect, comfortable solution.

SOLUTION

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

They provide a call reception service.

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

We cannot provide that information.

How did you come to work with this service provider?

We found them through an internet search.

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

N/A.

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

They take on about 15% of our time.

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

This is confidential.

RESULTS & FEEDBACK

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

The primary advantage is the time we can now use in productive processes in the organization.

What are the service provider's strengths?

Their strength is the breadth of services they can provide.

How can the service provider improve?

I do not know since, they are quite competent.

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

2015 - Ongoing.

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

More than $10,000,000.

OPPORTUNITY / CHALLENGE

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

We needed a company our customers could call and speak with live agents who could handle any of their needs. We previously handled this ourselves, but as the business grew we needed to look for more cost-effective solutions.

How many inbound calls did your company handle every day?

We were handling about 75% of the inbound call volume.

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

Our main goals were to reduce company costs and to improve the customer service and response times.

SOLUTION

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

Flatworld Solutions is our front line to our customers. They make our clients feel comfortable and more inclined to keep doing business with us. Their professionalism is the biggest service they provide us.

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

We are billed on a monthly basis and it is based on the monthly call volumes.

How did you come to work with this service provider?

We researched a wide range of order processing professionals, which involved detailed background checks and customer satisfaction ratings. We conducted lengthy interviews with each prospected service provider before making our decision to go with Flatworld Solutions.

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

We keep track of their success and failure calls. They have a 98% customer satisfaction rating in a study we did with our customers. The highest individual rating within the entire study was their communication, which we had made a high priority when we first hired them.

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

We estimate they save us about 40 hours of manpower and $150,000 a month in savings.

RESULTS & FEEDBACK

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

They have gone above and beyond to make our customers happy. On one such occasion, Flatworld Solutions saved a customer 50% of the cost of a product because they took the time to figure out there needs and get them all the discounts they could.

What are the service provider's strengths?

Their dedication to making their customers, like us, as successful as possible. They excel at communication with their customers, to ensure their experience is as pleasant as possible.

What areas can the service provider improve?

They could use some help in the technical aspects of their services.

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

We started working with them in January of 2012, and continue to use their services.

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

We've been spending around $200,000 to $999,999.

OPPORTUNITY / CHALLENGE

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

We did do this in-house, however we added an additional provider and felt that a faster process would benefit everyone.

What types of work can your internal staff avoid by utilizing a back office service?

They decreased our payroll by 10 hours per week.

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

They mostly give us less stress.

SOLUTION

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

They give us medical billing, insurance claims and Medicaid claims work.

Could you describe the service provider's pricing structure and how they billed you?

They bill daily.

How did you come to work with this service provider?

We had a prior relationship.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They have a faster turnaround time.

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

They save us $500-$750 per month.

RESULTS & FEEDBACK

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

They have a great process and are efficient.

What are the service provider's strengths?

The support.

What areas can the service provider improve?

There should be less updates and glitches.

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

It's been three years.

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

Confidential