Magellan Solutions Outsourcing Inc

OPPORTUNITY / CHALLENGE

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

It was cost-effective to outsource some of our backoffice functions. We did handle all backoffice functions in-house, but headcount was suppressed and certain functions were outsourced.

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

Invoice processing and document scanning and retention are the main services.

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

The decision was made to use Magellan so that we could free up some of our positions by using their inbound call center services.

SOLUTION

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

Billing/Payment authorization and Dealer Locator Services are important to us, and we wanted to work on this.

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

I'm not sure.

How did you come to work with this service provider?

One of our third-party vendors had positive things to say about Magellan. They met our business needs and their pricing was reasonable.

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

KPI's on billing accuracy and dealer locators are used and followed based on business rules established by us years ago.

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

Not sure if I'm answering this correctly, we outsource 16 positions of employees that worked 40 hours per week. The cost of Magellan's services is about 15% lower than having folks as part of our full-time headcount.

RESULTS & FEEDBACK

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

Billing errors have dropped below 2% and getting customers to local dealers has improved as well.

What are the service provider's strengths?

Being able to quickly adapt to changing business needs is a strength.

What areas can the service provider improve?

They could provide a more personalized approach to be helpful to customers.

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

We started in the beginning of 2014, and it's presently ongoing.

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

We spend $200,000 to $999,999 per year.

OPPORTUNITY / CHALLENGE

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

I used to handle it but the workload became too much.

How many inbound calls did your company handle every day?

I'm not sure exactly because it was shared with others.

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

Our goal was to enhance our calling system and make things more efficient.

SOLUTION

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

They provide us the ability to take more phone calls.

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

It is temporary for now, but my company will review the cost.

How did you come to work with this service provider?

I am not sure who found the product.

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

They have been quick to respond and efficient.

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

It helps to answer questions that may have gone unanswered.

RESULTS & FEEDBACK

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

They have helped to make us more productive.

What are the service provider's strengths?

They are dependable and efficient.

What areas can the service provider improve?

I'm not sure.

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

We started in March 2017 and it's ongoing.

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

We spend $50,000 to $199,999.