Flatworld Solutions

BACKGROUND

Please describe your company and position.

I am the Development Services Manager of an education company

Describe what your company does in a single sentence.

A major UK university

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Flatworld Solutions to accomplish?

• To build a suite of Power BI reports
• To transcribe historic paper copies of student records

SOLUTION

How did you find Flatworld Solutions?

Referral

Why did you select Flatworld Solutions over others?

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

How many teammates from Flatworld Solutions were assigned to this project?

6-10 Employees

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

Building a suite of Power BI reports to enable data-driven decision making

RESULTS & FEEDBACK

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

Clear project timeline and deliverables provided. Good communication and demonstrable progress

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

They were very responsive and professional.

What was your primary form of communication with Flatworld Solutions?

• Virtual Meeting
• Email or Messaging App

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

The level of expertise and the lengths they went to to acquire domain knowledge was impressive

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

None

BACKGROUND

Please describe your company and position.

I am the CEO of an ecommerce company

Describe what your company does in a single sentence.

We sell jewelry online

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Flatworld Solutions to accomplish?

• Customer service
• Sales support
• Data analysis

SOLUTION

How did you find Flatworld Solutions?

Referral

Why did you select Flatworld Solutions over others?

Referred to me

How many teammates from Flatworld Solutions were assigned to this project?

2-5 Employees

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

• Answer customer calls. 
• Call back customers who have concerns. 
• Email and text customers who have issues with orders or need help placing orders. 
• Work with CEO to resolve issues. 
• Alert CEO to problem and troubleshoot to find solutions. 
• Work with multiple business touch points including warehouse staff, CEO assistants, suppliers, data analysts, etc to complete important tasks 
• Generate daily, weekly, monthly reports to monitor the health of the business through Google Doc deliverables to the CEO as it pertains to customer service. 
• Use external services to field calls, organize support tickets, help with orders by using CRM softwares, and other software systems. 
• Management team of Flatworld closely monitors and manages staff's performance, manages schedules, hires/ fires staff, and makes sure we are correctly matched with suitable customer service talent.

RESULTS & FEEDBACK

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

• Communication by Skype. 
• Daily reporting. 
• Visible communication on Skype between Flatworld agents and other team members. 
• Visible communication between Flatworld agents and customers on Facebook.

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

This Flatworld team always delivers items on time, projects are done very well, projects are professionally managed by their team leads, and I am always happy with the outcomes.

What was your primary form of communication with Flatworld Solutions?

Email or Messaging App

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

I am most impressed by the independent thinking of each Flatworld Solutions team member. Each team members takes direction and instruction very well, but they each also are always looking out for my business, alert me to patterns of complaints or issues, and always speak up to help as if the business were their own. I also am very impressed by how this team of agents is very professionally managed by Flora, Rex, and Harvey.

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

At this point, I would say no. I have had some areas of improvement that I have brought up in the past to the Flatworld management team, but these issues have all been addressed at this time.

BACKGROUND

Please describe your company and position.

I am the Managing Member of Quantum Tax Consultants

Describe what your company does in a single sentence.

We are a tax and business consulting company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Flatworld Solutions to accomplish?

create a website

SOLUTION

How did you find Flatworld Solutions?

We've been working with them for over 10 years

Why did you select Flatworld Solutions over others?

We have experience and confidence with them

How many teammates from Flatworld Solutions were assigned to this project?

2-5 Employees

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

Flatworld is very hands-on and very easy to work with.

RESULTS & FEEDBACK

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

they provide detail spreadsheets for all of the work they do.

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

They are very timely and organized. They were extremely detailed in their work and a pleasure to work with.

What was your primary form of communication with Flatworld Solutions?

• Virtual Meeting
• Email or Messaging App

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

They are very kind and helpful

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

None that i can say

BACKGROUND

Please describe your company and position.

I am an executive at (a/an) Information technology company

Describe what your company does in a single sentence.

Sustainability Data

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Flatworld Solutions to accomplish?

• Application admin and development

SOLUTION

How did you find Flatworld Solutions?

• Referral

Why did you select Flatworld Solutions over others?

• Good value for cost
• Referred to me

What was the size of Flatworld Solutions’s team?

1 Employee

RESULTS & FEEDBACK

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

• KTLO

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

Yes, they are on time and available when I need. They are great.

What was your primary form of communication with Flatworld Solutions?

• Virtual Meeting

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

I felt the entire team help the resource and the customer to be successful. They keep checking in to monitor how I am doing and how the assigned resources are doing. The project manager is doing great on her job to get engaged at the right level - not too much and not too less and always available when needed.

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

Not at this time.

BACKGROUND

Please describe your company and your position there.

I am a director, and we provide IT services to our clients in Canada.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Flatworld Solutions?

Carry our Google Workspace to Microsoft 365 Migration

SOLUTION

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

Through response to inquiries sent out after searching for vendors online

Describe the project in detail and walk through the stages of the project.

Migration was done in two stages. A pilot phase was carried out for initial risk identification and after that the main part of the migration was carried out. Migration scope included GMail, Calendars, Contacts and Google Drive content.

How many resources from the vendor's team worked with you, and what were their positions?

I think there were two or three persons, including a project leads and two persons who carried out the actual migration work.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Project was completed with a delay of about a week.

How effective was the workflow between your team and theirs?

It was a simple project and the entire work was to be done by the so workflow was done by Flatworld team, so workflow was not an issue.

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

We were impressed with their commitment, time flexibility, and willingness to listen to feedback.

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

Project management, tracking and documentation

BACKGROUND

Please describe your company and your position there.

I am a shareholder. Our company is a veterinary practice management software solutions firm serving veterinary practices worldwide with EMR solutions.

OPPORTUNITY / CHALLENGE

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

We receive client calls all day and wanted support teams that were more affordable and had staff supervisors to ensure a cohesive team.

SOLUTION

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

We were contacted by multiple companies and selected FWS because of the persistence of the POC and because they aligned with our values and goals for longterm partnership.

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

They provide technical support, training, sales, and other ancillary services to our clients and our company. They operate from 7 am ET to 10 pm ET. Tools used are Zoho, RingCentral. They also create videos for us using various tools such as Canva, and others. They also follow up on accounts receivables with clients.

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

We have a team leader/account leader who we work with to coordinate all work. Feedback process is timely and the account leaders/supervisor is on top of all projects and tasks and attends all company team meetings to give input. She coordinates beautifully with the team and ensures buyin and great input.

RESULTS & FEEDBACK

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

We are more productive and the team is very timely in responding to clients. Our expected conversion rates have not yet been met but the handling of support tickets is at or above expectations. We have had no client complaints about anyone on the team.

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

We meet once a week with our team lead/account manager. We use Skype for daily communications on all issues and questions. We use shared Excel spreadsheets to keep each other informed of A/Rs. Zoho is used to communicate with team members as is RingCentral when needed.

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

The most impressive part is the quality of the people and the integrity they display. They compliment our company very well. We can rest easy with our team in place.

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

Specialization of our metric needs in reports. However, once we communicated on metrics and measurable needs from our perspectives, all goals were met in this area. Overall, we are fully satisfied.

BACKGROUND

Please describe your company and your position there.

I'm the Director of Tech for a baseball development center.

OPPORTUNITY / CHALLENGE

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

Build V2 of BatRx

SOLUTION

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

Our CEO made the choice.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

We had a prototype V1 already built. We contracted Flatworld to build our new design as V2.

How many people from the vendor's team worked with you, and what were their positions?

Project manager and a small team of react developers.

RESULTS & FEEDBACK

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

Our clients really liked the design and we've used their feedback to enhance our site since the completion of development.

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

Weekly standup meetings. The team really did well with accommodating feedback and fixing issues in a timely manner.

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

Very good at delivering timely updates.

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

Better testing. We had a few functional issues that were discovered post project.

BACKGROUND

Please describe your company and your position there.

We are consultancy about private house management and I am the director

OPPORTUNITY / CHALLENGE

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

Our website was not professional and Flatworld helped us to create a new one with good feature

SOLUTION

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

They created a domain which matched our company and made a very good layout

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Very on time timeline they set

How many people from the vendor's team worked with you, and what were their positions?

3

RESULTS & FEEDBACK

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

Very good feedback

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

Very good communication and follow up

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

Very good follow up

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

Flatworld Solutions is a very good company to work with.

BACKGROUND

Please describe your company and your position there.

I am the CEO of an electronics company that does business throughout the U.S.

OPPORTUNITY / CHALLENGE

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

We were experiencing an overload of projects that needed to come to market that required supplementing our developers.

SOLUTION

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

We interviewed several providers after the initial vetting process. Flatworld listened and understood the requirements. Their questions indicated they had the competence to meet our needs.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Since they were supplementing work we already had significantly developed their tasks were to continue the projects' development and to advise better solutions.

How many people from the vendor's team worked with you, and what were their positions?

A project manager and two primary developers for a total of three.

RESULTS & FEEDBACK

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

We are reaching the end of the projects and throughout the process, they have provided excellent reporting on the milestones,

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

Weekly meetings with written status reports and demonstrations of key deliverables. They were always available and accommodating.

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

Their professional approach and communication stand out.

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

We do not have any criticisms and have already given them additional projects.

OPPORTUNITY / CHALLENGE

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

For a firm, it's a must to have inbound services. It provides varioous forms of support to your customers by telephone.

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

They come in all the time, so we found the service pretty essential to our business.

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

We wanted to better support our customers.

SOLUTION

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

They support us by supporting our customers over the phone.

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

I prefer not to answer.

How did you come to work with this service provider?

Our head director decided.

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

Yes, they are really quick in terms of communication and support.

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

They save us a lot more time and money.

RESULTS & FEEDBACK

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

It has been a great experience.

What are the service provider's strengths?

Overall, they provide a great service.

How can the service provider improve?

None that I can think of.

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

Since 2015 and it's ongoing.

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

I prefer not to answer.