IdeasUnlimited

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 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.

BACKGROUND

Please describe your company and position.

I am the Co-Founder & CTO of AreaPro

Describe what your company does in a single sentence.

AreaPro is a real-estate platform that uses AI to give agents and brokers fast, easy-to-use, area-specific market data, produce insightful reports, and generate marketing content, helping them “predict, prepare, and present” real estate trends.

OPPORTUNITY / CHALLENGE

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

• We needed a support team that could fit into our company fast. Our main goal was to bring in people who could handle customer questions every day and understand how our real estate platform works. We also wanted help building our support playbooks so we could grow without losing quality.

SOLUTION

How did you find IdeasUnlimited?

Referral

Why did you select IdeasUnlimited over others?

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

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.

IdeasUnlimited provided trained support staff who handled chats, emails, and user issues for us. After we trained the first few people, they took over all training for the new team members. They also gave us reports on things like response time, wait time, and how long it took to fix a problem. These reports helped us see what was working and what needed to change.

RESULTS & FEEDBACK

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

They helped us move to a new ticket system and built clear reporting for it. Now we can see how the team is doing at any time, what questions come in the most, and how fast things get handled. This made it easier for us to plan new hires and update our systems.

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

We shared our tools and setup, and they followed everything well. Timelines were met. If something was delayed a little, they told us right away, so we were never guessing.

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 communication stood out the most. Everyone we spoke with, from managers to support agents, was open and clear. It felt like they wanted us to succeed, and that meant a lot.

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

I do not have anything to note right now. They have been steady and helpful throughout.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of SettleSavvy

Describe what your company does in a single sentence.

SettleSavvy helps home-buyers (primarily in the US) by providing data-driven neighborhood analysis, real-estate insights, and connections to vetted agents and lenders to help them "find their perfect neighborhood."

OPPORTUNITY / CHALLENGE

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

• We needed help handling all the customer messages we get on email and chat. Many home buyers reach out every day with questions about neighborhoods and our platform, and we could not keep up on our own.

SOLUTION

How did you find IdeasUnlimited?

Referral

Why did you select IdeasUnlimited over others?

• Great culture fit
• Good value for cost
• Referred to me

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.

We worked with three full time team members from IdeasUnlimited. They handled all email and chat support and stayed in touch with us on Slack through the day. They also sent us regular audits so we could see what customers were struggling with. Over time they felt like part of our own team.

RESULTS & FEEDBACK

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

Our customer satisfaction went up a lot. Our NPS went up more than 10 points, which was big for us. Their team knows how to follow our process but also adjust when a customer needs something different. They treat people with care, and our users feel that.

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

Very good. They always responded fast and were easy to reach. We also had monthly audits that helped us improve our support, not just keep it running. They stayed on time with everything we asked.

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 really act like part of our team. They were steady, kind, and very focused on doing the work right. They care about our customers and about helping us grow. It is rare to find that in a partner.

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

The only thing we ask is to keep being honest with us when something on our side needs to improve. Their feedback helps us a lot.

BACKGROUND

Please describe your company and position.

I am the Founder and Director of Cutting Edge Entertainment Inc

Describe what your company does in a single sentence.

Cutting Edge Entertainment Inc is an event-management company that books and coordinates DJs, musicians, comedians and variety acts, and provides full sound, lighting, staging and event-production services for weddings, corporate events, festivals and private parties.

OPPORTUNITY / CHALLENGE

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

• We wanted help getting new meetings with large companies. Our goal was to reach more corporate clients and speak with the people who make decisions about events and production.

SOLUTION

How did you find IdeasUnlimited?

Online Search

Why did you select IdeasUnlimited over others?

• Great culture fit
• 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.

IdeasUnlimited handled all the outreach for us. They found the right people, made the calls, followed up, and set meetings for us. Most meetings were 40 minutes to an hour. They also shared notes, recordings, and weekly updates so we always knew what was going on.

RESULTS & FEEDBACK

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

They brought in several strong leads and real opportunities, including some very large ones in the Northeast and Mid-Atlantic. These were companies we had tried to reach before with no luck. The quality was always high. We paid based on performance, which made it easy to track the value.

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

Their process was organized and clear. John stayed in touch all the time and made sure things were done right. Everything came on time and they were quick to answer us.

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 care a lot about the quality of the work. If a meeting wasn’t strong, John didn’t charge for it. That level of honesty is rare. The whole team knew what they were doing and made us feel supported.

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

I don’t have anything to suggest. They did everything well.