Intelegencia

BACKGROUND

Please describe your company and position.

I am the VP of Operations/Sales of Buy Auto Parts

Describe what your company does in a single sentence.

Seller of aftermarket auto parts

OPPORTUNITY / CHALLENGE

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

• Improve speed and quality
• Expand coverage
• Reduce expenses

SOLUTION

How did you find Intelegencia?

Other

Why did you select Intelegencia over others?

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

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

Support the current operations stateside. Source and process drop ship orders from over 200 different vendors, answer all marketplace inquiries, Provides customer support to auto shops, vendors and customers. Files claims with carriers and recovers cores from customers.

RESULTS & FEEDBACK

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

• Customer feedback
• Top rated seller on marketplaces
• Internal QA scores

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

Always on time and very responsive. Great partners to work with

What was your primary form of communication with Intelegencia?

In-Person Meeting, Virtual Meeting

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

Attention to detail. Management involvement to assure all metrics are being met and you the customer is pleased with the outcomes.

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

No, the communication process and both sides involvement (BuyAutoParts/Inteligencia) paved the way to a successful rollout and additional processes moving to Manila over the past 4 years.

BACKGROUND

Please describe your company and your position there.

I'm the accounting manager for Cali floors.

OPPORTUNITY / CHALLENGE

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

We hired 2 AR staff full time

SOLUTION

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

Intelligencia is the firm that Cali partners with across multiple departments

Describe the engagement and overall scope of work in detail, including the stages of the partnership and any software or documents used.

Roxan works on the aging of our largest customer. She fights for money owed to us and researches when needed. Jersey reviews new Sales orders and applies payments received from customers.

Describe their billing or cost structure.

We pay monthly

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

We have 2 permanent & 1 temp employees

RESULTS & FEEDBACK

Can you share any measurable outcomes of the engagement or general feedback about the services?

Roxan has been a major contributor to reducing our aging and Jersey has taken on a lot of work to free up time for my other staff work on other projects.

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

Onboarding is simple and the communication has been great

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

The staff we hired are highly educated and are major contributors to our business.

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

No, everything has gone extremely well and I hope to continue our partnership

BACKGROUND

Please describe your company and your position there.

Head of Services

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Intelegencia?

Our company was growing quickly so required specialist data management and optimisation services for one of the world's largest marketplaces, the team has helped support headcount into our business and to grow

SOLUTION

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

The decision-making factors were professionalism, speed of resources, relevant industry experience and cost

Describe the project in detail and walk through their service package.

This team is responsible for managing complex data projects that relate to product information for e-commerce businesses globally. All relevant product identifiers that enable growth for a business

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

2 as Data Processors

RESULTS & FEEDBACK

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

They showed strong performance in terms of communication and results.

How effective was the workflow between your team and theirs?

No communication issues as they are essentially members of our team and join our weekly calls

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

Management resource and structure, training that supports the individuals and in turn our company

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

No

BACKGROUND

Please describe your company and your position there.

I'm the director of customer service for a company that transitioned from brick and mortar to online retailer

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Intelegencia?

Our customer service team was being built and Intelegencia created the whole BPO for us based on the needs of the company and our customers

SOLUTION

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

Word of mouth recommendation from other companies

Describe the project in detail and walk through their service package.

we basically provided them with our sales forecast and they provided us with recommendations for the platforms that we would need to provided exceptional customer service. All the info provided was in line with industry standards for KPIs and SLAs

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

I worked with a team of 10, ranging from workforce analysts, operation managers, trainers and quality assurance managers

RESULTS & FEEDBACK

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

We were up and running, able to provide service to customers within 2 weeks of joining Intelegencia

How effective was the workflow between your team and theirs?

We have 24 hour support and have daily meetings to know the volume we have. They are partnering with us to make sure that the agents all know what the client's expectations are

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

There is no red tape. We can speak directly to the highest levels of management and have open candid conversations where despite the fact that they are the experts, we get exactly what we want in the most personalized and efficient way

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

nothing