IdeasUnlimited

BACKGROUND

Please describe your company and position.

I am the CEO & Founder of Strength Factory

Describe what your company does in a single sentence.

Our company is a gym that offers a safe, fun and friendly atmosphere with a no-nonsense attitude to fitness.

OPPORTUNITY / CHALLENGE

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

• We hired IdeasUnlimited with the goal of streamlining my company's back office operations and enhancing customer support services. My main objectives were to improve efficiency, reduce administrative burden, and ensure excellent virtual assistant services for my clients.

SOLUTION

How did you find IdeasUnlimited?

Referral

Why did you select IdeasUnlimited over others?

• Great culture fit
• Referred to me

How many teammates from IdeasUnlimited were assigned to this project?

2-5 Employees

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

The scope of work undertaken by IdeasUnlimited was comprehensive and highly beneficial to my company. They provided virtual assistant services to support various areas, including customer inquiries, appointment scheduling, data entry, email management, and social media engagement. Key deliverables included efficient and prompt handling of customer inquiries, ensuring a high level of customer satisfaction. 

They provided accurate and timely appointment scheduling, ensuring smooth operations and minimizing scheduling conflicts. IdeaUnlimited provided seamless management of data entry and effective email management, ensuring prompt responses, data accuracy and efficient communication. They provided active engagement on social media platforms, increasing brand visibility and customer engagement.

RESULTS & FEEDBACK

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

Some measurable outcomes demonstrating success include significant reduction in customer response time, resulting in a 25% increase in customer satisfaction ratings. We witnessed streamlined appointment scheduling process, leading to a 20% decrease in scheduling conflicts and improved customer experience. 

We succeeded in improved data accuracy and organization, resulting in a 15% decrease in data entry errors. There's an enhanced email management, with a 30% increase in response rate and improved overall communication efficiency. Likewise, we have increased social media engagement, resulting in a 40% growth in followers and improved brand visibility.

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

IdeasUnlimited has a model approach to project management. They constantly met deadlines and made sure that work flowed smoothly by delivering items on time. Their quick response to my requests was impressive. 

They paid close attention to my requests and responded quickly to any questions or problems that sprang up while working on the project. The success of the project was greatly aided by their dedication to open communication and prompt responses.

What was your primary form of communication with IdeasUnlimited?

• Virtual Meeting
• Email or Messaging App

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

IdeasUnlimited was dedicated to providing exceptional virtual assistant services to us. They exhibited a deep understanding of our needs and consistently went beyond to deliver high-quality results. Their professionalism, attention to detail and commitment to customer satisfaction were truly to adapt to changing requirements and offer innovative solutions set them apart from other outsourcing companies.

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

No.

BACKGROUND

Please describe your company and position.

I am the CEO at Peterson Company of The Peterson Company

Describe what your company does in a single sentence.

Food and Beverage Manufacturing

OPPORTUNITY / CHALLENGE

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

• Customer service
• Conversion Rate

SOLUTION

How did you find IdeasUnlimited?

• Online Search
• Referral

Why did you select IdeasUnlimited over others?

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

What was the size of IdeasUnlimited’s team?

2-5 Employees

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

The scope of the work was that IdeasUnlimited should promote us efficient team that could manage our customer services and attend to our customer or users effectively. The team performed well by always trying to listen, communicate effectively and solve any issues presented to them, and if there were any scope of our company in which they did not understand, they asked and mastered it. They helped and produced outstanding customer services.

RESULTS & FEEDBACK

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

• Our primary aim was that with the great customer services presented to our users or customers, it would be great to see them purchasing and repurchasing, and it really went that way as we had wished. That our customers praise us is as a result of their efficiency and great work done.

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

The project was meant for three months for a start, and as the look of things, we have been meeting to have another project done. The team performed well according to the schedule and form we had given them. They presented their result percentage every week.

What was your primary form of communication with IdeasUnlimited?

• Virtual Meeting
• Email
• Messaging App

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

We were impressed with their responsiveness and communication skills.

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

we could not find any faults. They are impressive.

BACKGROUND

Introduce your business and what you do there.

I’m the EVP of sales and marketing for a retention credit tax company. We help employees acquire retention tax credits back from the government.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IdeasUnlimited?

We needed someone to help us set appointments with cold relationships so that we could better present our products and services.

SOLUTION

What was the scope of their involvement?

IdeasUnlimited helps us establish relationships with prospective clients through their call center services. We create scripts and identify databases to contact and work with us to set appointments.

Apart from that, they also provide us with call analysis and rate them based on variables that they come up with. They then create reports containing the skills of the telemarketers and give them coaching sessions depending on the results.

What is the team composition?

I mainly interact with all the staff I hire from IdeasUnlimited. 

How did you come to work with IdeasUnlimited?

I found them on Upwork and I decided to work with them because of their professionalism and timeliness.

How much have you invested with them?

We’ve spent somewhere between $10,000–$15,000.

What is the status of this engagement?

Our ongoing partnership started in July 2020.

RESULTS & FEEDBACK

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

We work on different campaigns and each would have its own reality for returns. We reach out to people through phone, voicemail, and email and if we convert about 10% of them, then we consider that a success.

How did IdeasUnlimited perform from a project management standpoint?

I’m quite flexible when it comes to deadlines and project management, and I determine the hours of work they can opt to do. They're quite good at following our goals to ensure we reach our targets and find ways to correct our process.

We typically communicate through email, phone, text, and Zoom meetings.

What did you find most impressive about them?

We’re impressed with their timeliness, work ethic, and ability to deliver on their promises. Additionally, they’re quite fair and honest when it comes to the process.

Are there any areas they could improve?

There’s nothing they need to improve on.

Do you have any advice for potential customers?

I would suggest having a hands-on organizational approach to your campaigns but if you’re just starting out, IdeasUnlimited is a great company to work with in regards to figuring out your goals.

BACKGROUND

Please describe your company and your position there.

We are an online seller of new automotive replacement parts. I am the CEO.

OPPORTUNITY / CHALLENGE

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

As our product range grew and our platforms we could not handle the customer support in house.

SOLUTION

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

Great reviews and very easy to work with.

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

They worked 7 days a week, 84 hours a week total. There were 100-200 emails a day as well as 3-6 phone calls. Their job was to problem solve customer service issues, orders in error status in the order management software, maintain metrics to ensure longevity on the platforms and generally help increase sales through customer satisfaction and attention to problem areas.

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

I worked with the project manager, team lead and the support staff.

RESULTS & FEEDBACK

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

The support staff and overall staff were great. We did begin tracking metrics and taking great measures to avoid negative results.

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

Easy communication, often through a chat portal, phone calls as needed and emails. Everyone was very quick to respond. Additionally time doctor was available to review support session activity as well as phone records.

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

They really went out of their way to address pain points and problems.

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

I believe the automotive field is extremely confusing and customer support has to have a basic understanding and knowledge of the field and services. This takes a long time to aquire.

BACKGROUND

Please describe your company and your position there.

I am the cofounder of a B2C mobile live video streaming application

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

We hired IdeasUnlimited to provide quality assurance services for our application and making sure things run smoothly

What were your goals for this project?

To provide 24/7 coverage to ensure all technical and any other issues were addressed promptly and efficiently, and ultimately to provide customer support

SOLUTION

How did you select this vendor?

We reviewed lots of vendors and posted a job post. We researched a few different companies and selected IdeasUnlimited because of their ability to meet our technical needs, their willingness and desire to train their staff, responsiveness and flexibility, and the costs of the engagement.

Describe the project in detail.

The first week we had a short onboarding/training session. Their staff asked questions and it was productive. Afterwards, communication was mostly done via an instant messaging application. There is one staff member on duty at all times. They communicate any questions to us and report any issues to us or any questions that come up from users.

What was the team composition?

We have 6 staff members, ensuring 24/7/365 coverage.

RESULTS & FEEDBACK

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

The IdeasUnlimited staff have learned our application and their response time is quicker and more effective. They do a really good job responding to questions and conducting quality assurance on the application.

How effective was the workflow between your team and theirs?

Workflow is good. They communicate to us efficiently, and everyone's responsive.

What did you find most impressive about this company?

Their willingness to identify challenges with the engagement and proactively make changes. They didn't wait for us to bring concerns to their attention.

Are there any areas for improvement?

Not really.

BACKGROUND

Please describe your company and your position there.

Our company is an online retail cruelty-free beauty product store. I have a wide range of responsibilities and right now is busy helping to handle PR-related matters

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

Some time ago we couldn't launch a cost-effective outbound call solution until our choice fell on IdeasUnlimited.

What were your goals for this project?

Initially, we needed to help our customers handle user-originated issues that can arise during the checkout process. As of the present moment, one of the primary goals of the project is to create and maintain a trusty and lasting relationship with customers as well.

SOLUTION

How did you select this vendor?

At the beginning we have selected the team after doing an internet research which aimed for the lowest outsourcing cost but we started seeing more perspectives after the partnership was established.

Describe the project in detail.

Customers can face difficulties using an online store or provide invalid details during checkout process and if there is a detail we need to clarify or if customer asks for help yet finds him/herself not proficient or comfortable enough with using chats e-mails - team gives a call to handle the issue and briefly describe the call flow and results using our call record form

What was the team composition?

We hired a small staff of 3 people which is surely going to increase alongside with needed call volume increase

RESULTS & FEEDBACK

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

From the very first day, their team showed interest and took initiative in every single case, which helped them to adapt and master their roles very quickly. They are fast, responsible, hard-working and honest.

How effective was the workflow between your team and theirs?

At the beginning, our teams rarely coincided because case transfer was very automated, as of the present moment we are taking steps to establish closer cooperation algorithms with the growth of the number of delicate matters which can easily be solved with the help of our mutual effort

What did you find most impressive about this company?

So far they have been capable to accomplish more than what is required, in our case, they leave a lasting good impression and raise upsales as a result of their communication expertise.

Are there any areas for improvement?

In my humble opinion, it would be better if they don't hesitate to fix more cases with mutual effort whenever they might require it

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a company that sells a variety of dietary supplements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IdeasUnlimited?

We needed recruiting assistance.

SOLUTION

What was the scope of their involvement?

IdeasUnlimited is helping us source customer service agents. I’m not sure about the exact steps involved in the collaborative process because most of the resources were hired before I started my role with this company.

What is the team composition?

I’m mainly in contact with Nick (Founder, IdeasUnlimited) and Kristine (BD Manager, IdeasUnlimited).

What is the status of this engagement?

The company started working with IdeasUnlimited in January 2016, but I didn’t start my role until March 2018. We’re still working with them currently.

RESULTS & FEEDBACK

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

IdeasUnlimited found ideal customer service agents for our company. With their recruiting help, we’ve been able to save time and money and streamline our hiring processes.

How did IdeasUnlimited perform from a project management standpoint?

They easily integrated themselves with our company. If I ever had a question, I could reach out and expect a response within a day. Overall, they’ve performed pretty well, managing the project and the customer service agents efficiently.

What did you find most impressive about them?

They’re very responsive. If we request a new agent or have an urgent question, they address the need quickly. I really appreciate their speed.

Are there any areas they could improve?

In our latest recruitment initiative, we had a bit of trouble getting the right answers to our questions. Other than that, everything has been great.

Any advice for potential customers?

Clients should clearly identify their needs, then thoroughly interview all of their candidates.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of Revel Woods

Describe what your company does in a single sentence.

We source and make high quality hardwood floors and help builders and designers get the right product for their project without making the process hard.

OPPORTUNITY / CHALLENGE

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

• To make sure every caller had a good first experience and more calls turned into appointments without interrupting my day.

SOLUTION

How did you find IdeasUnlimited?

Referral

Why did you select IdeasUnlimited over others?

• Great culture fit
• Referred to me
• Company values aligned

How many teammates from IdeasUnlimited were assigned to this project?

2

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

They handle our calls every day from early morning to night. When someone calls, they either book an appointment or take the caller’s details so I can follow up. I get all the info by email and text, so I always know who reached out and why. It keeps everything organized and makes sure no one gets missed.

RESULTS & FEEDBACK

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

Caller feedback has been positive and I no longer get calls on my personal phone.

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

Communication through email, text, and Slack works smoothly and messages come through on time.

What was your primary form of communication with IdeasUnlimited?

• Virtual Meeting
• Email or Messaging App

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

The friendly and professional way they handle callers and represent our business.

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

None. They’ve been reliable and consistent.

BACKGROUND

Please describe your company and position.

I am the Owner and Founder of Glazed Auto Spa

Describe what your company does in a single sentence.

Glazed Auto Spa specializes in professional in-shop and mobile auto detailing, ceramic coatings, paint protection film (PPF), paint correction and restoration for cars, and also offers similar services for boats, RVs and aircraft.

OPPORTUNITY / CHALLENGE

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

• I wanted them to help us find more leads and build a stronger referral network.

SOLUTION

How did you find IdeasUnlimited?

Referral

Why did you select IdeasUnlimited over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from IdeasUnlimited were assigned to this project?

3

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

Their job was to look for good business partners for us. This included car dealerships, body shops, real estate agents, and other local companies that come across people who might need our services. They collected the right contact info, organized everything for us, and helped start some of the first conversations. They also looked for new markets or groups where our services might fit.

RESULTS & FEEDBACK

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

We saw an increase in referral opportunities, and we saved a lot of time. My team didn’t have to spend hours searching for contacts anymore. That extra time helped us focus more on customers and on getting cars out faster. Overall, our productivity went up.

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

At the start, we had a few small issues getting everything lined up, but that’s normal. Once we got on the same page, they delivered on time and were good about adjusting to our needs. Anytime we needed something changed, they handled it pretty well.

What was your primary form of communication with IdeasUnlimited?

• Virtual Meeting
• Email or Messaging App

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

What impressed me the most was how flexible they were. Our needs shifted a lot, and they kept adjusting without any problems. They never made it hard to update or change things.

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

Nothing to mention

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of Broadband Dynamics

Describe what your company does in a single sentence.

Broadband Dynamics is a facilities-based telecom carrier and cloud-communications provider that supplies enterprises with voice, data, cloud PBX/UCaaS, omnichannel contact-center software, and Voice API solutions.

OPPORTUNITY / CHALLENGE

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

• I hired IdeasUnlimited to run and manage our customer support team. We needed a group that could handle calls, emails, and chats for our telecom customers without me watching every step.

SOLUTION

How did you find IdeasUnlimited?

Online Search

Why did you select IdeasUnlimited over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from IdeasUnlimited were assigned to this project?

2-5 Employees

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

They take care of our full support system. This includes phone, email, live chat, and ticket help. They talk with our customers every day about service questions, billing help, number porting, and simple troubleshooting.

We gave them a few guides at first, but they built most of the responses and processes on their own. Our work is technical, but they picked it up fast and now handle most things with little direction.

RESULTS & FEEDBACK

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

They stepped in fast and did not need much from me, which saved me a lot of time. They meet the KPIs we set, like response time, resolution rate, and customer satisfaction. Their work is steady and the quality stays high.

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

Their leadership trains and manages their agents well. They deliver on time and respond fast when I ask for something. There is no real language issue, and communication is simple.

What was your primary form of communication with IdeasUnlimited?

• Virtual Meeting
• Email or Messaging App

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

They always have a solution. It feels like they have seen almost everything before, so they handle problems without making things harder.

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

Not much. When we give feedback, they adjust. They have been dependable.