MattsenKumar LLC

BACKGROUND

Please describe your company and your position there.

Zomato is an Indian multinational restaurant aggregator and food delivery company. I work as an Assistant Manager for the Restaurant Delight team

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MattsenKumar LLC?

Mattsen Kumar primarily helps us with the digitisation of scanned copies of restaurant menus.

SOLUTION

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

We are part of a face paced and dynamic industry where targets and goals change dramatically and we found Mattsen Kumar to be highly adaptable to our needs.

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

The project involved manually typing in menu data into our system while looking at a scanned restaurant menu copy. The agent has to have good knowledge about global cuisines and should be able to correct mispellings and grammar while doing the data entry. The agent also has to use this cuisine knowledge and common sense to apply veg on non veg dietary tags to the dishes they have typed in.

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

Our main point of contact are team leads, quality control leads and managers. They have approximately 80-100 agents working with them.

RESULTS & FEEDBACK

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

We have been able to digitise menu faster while constantly working and sharing feedback with Mattsen Kumar, we used to get menus in return in 15 hours initially, now we get them back in under 9 hours. The quality of menus has also drastically gone up with constant feedback sharing and learning.

How effective was the workflow between your team and theirs?

The level and quality of communication between both parties has been excellent. Responses are promt and accurate. Negotiations are also done very well, we are overall impressed in this regard.

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

They are highly adaptable and flexible with our demands.

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

None as of now.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of customer success at DMI Finance Private Limited, a financial institution. We provide loans to customers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with MattsenKumar LLC?

We needed a call center service provider.

SOLUTION

What was the scope of their involvement?

MattsenKumar responds to phone calls of customers, whether it is about other complaints, requests, and queries, They handle all the transactions at their contact center. When a customer takes a loan, the team is prepared to answer their questions regarding their loan payment. They also respond to emails and social media chats of customers. Overall, they provide end-to-end customer service.

What is the team composition?

We’re in contact with their entire team, but we also work with their general managers as well as their head of process operations and VP.

How did you come to work with MattsenKumar LLC?

We met with 4–5 service providers. After doing our due diligence, we were able to shortlist MattsenKumar in terms of their service quality and performance. Moreover, they provided call center services to a lot of clients across India. We also chose them because they were a professional call center provider.

How much have you invested with them?

We spend 1.2 million–1.5 million Indian Rupees (approximately $16,000–$20,000 USD) a month.

What is the status of this engagement?

We started working together in June 2018, and it’s ongoing.

RESULTS & FEEDBACK

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

We’ve had an easy time getting them onboarded with our processes, and we measure their performance based on the survey scores we get from customers. In connection with that, we consider them call center experts.

How did MattsenKumar LLC perform from a project management standpoint?

Their project management is good, and they’ve been very active in terms of managing our project. They’re also very proactive in getting work done. We have three calls a week to review their performance.

What did you find most impressive about them?

They’re approachable, and they’re available 24/7. I even have the mobile numbers of all their top leadership. Above all, they’re ready to help me any time of the day.

Are there any areas they could improve?

We haven’t found anything that they need to improve. When we say we want to do something new, they have a very flexible approach to our requests.

BACKGROUND

Please describe your company and your position there.

I am head of telesales and merchant experience

OPPORTUNITY / CHALLENGE

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

MK was hired to handle the telesales team responsible for cross-selling different financial products to our customers.

SOLUTION

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

MK provides good services at reasonable prices. The leadership team at MK has spent more than a decade in their current roles.

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

MK team is provided with the calling data every month which is dialled by the telesales agents ensuring maximum sales conversion. Tools being used are TCM dialler and CRM, everything over cloud.

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

We have an account manager who works closely with a his supervisors to ensure services are delivered by the team on ground in the best possible manner. All calls are recorded and sales call are audited before sharing them with Freecharge/ Axis Bank.

RESULTS & FEEDBACK

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

MK team has helped me deliver 150+ applications per day for virtual credit cards while ensuring personal loans and other lending products don't take a hit against expectations.

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

This is fairly good. Other than few minor things, timelines are met for most of the things.

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

Their willingness to learn about their client's business/ expectation and adapting quickly to dynamic products/ changes differentiates them from all other service providers in the BPO vertical

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

Nothing major, but yes, there are opportunities to improve the MIS and the way numbers are shared/ provided.

BACKGROUND

Please describe your company and your position there.

I am heading the Business Development for Effizent Seele Pvt. Ltd. having more than 16 years of industry experience providing a full spectrum of Business Development Services -- lead generation, marketing and creating brand awareness, drafting & sending RFP's and RFI's, negotiations with new and existing clients.

My Company ESPL provides a full spectrum of Call Center services and under the banner of GST Suvidha Centers we facilitate the opening of GST Suvidha Centers PAN India

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MattsenKumar LLC?

For selling GST Suvidha Centers through the call center model on a PAN India basis.

What were your goals for this project?

To open 20000 GST Suvidha Centers in a year of a financial year.

SOLUTION

How did you select this vendor?

Through a industry reference

Describe the project in detail.

We generate qualified leads from potential customers who are interested in opening up of GST Suvidha Centers. We pass on these leads to Mattsen Kumar, where the cal center team of Mattsen Kumar convert these potential leads into sale on PAN India basis.

What was the team composition?

50 Sales Agents with, 1 Process Owner, 1 Manager, 2 Assistant Managers and 3 Team Leads

RESULTS & FEEDBACK

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

We have been significantly growing since the partnership with Mattsen Kumar and our sales numbers have gone up rapidly on month on month basis.

How effective was the workflow between your team and theirs?

Very effective communication. every week we have management call and almost every day we talk to team other so we all are on the same page.

What did you find most impressive about this company?

Their dedication and ability to always fulfill their promises are impressive.

Are there any areas for improvement?

I see everything on MattsenKumar what a partner should have, however I can expect a bit more improvement in the number of sales compared with the number of sales agents

BACKGROUND

Please describe your company and your position there.

Director for Financial Support Service.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MattsenKumar LLC?

We hired as a provider for AFSS sales campaign

What were your goals for this project?

The goal was to provide sales

SOLUTION

How did you select this vendor?

We searched online and found Mattsenkumar

Describe the project in detail.

The project involves daily sales and Mattsenkumar to provide sales

What was the team composition?

We have an Affiliate Manager assigned along with team members from Mattsenkumar

RESULTS & FEEDBACK

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

The process is new sales every month, which the team is continuously striving to achieve

How effective was the workflow between your team and theirs?

The affiliate Manager constantly gives his input to the team. Every scenario is discussed and given final outcome.

What did you find most impressive about this company?

Their constant effort to outperform is impressive.

Are there any areas for improvement?

Areas of improvement is to be consistent all across

OPPORTUNITY / CHALLENGE

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

We use the services to be more in touch with our clients. It is the best way to maintain a good relationship. We have not made any changes to it recently.

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

We receive about 100-150 calls a day. For the company, our clients are essential, so we take care that they receive the best attention. It's 25% of the work.

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

Great management of the analytical consultation of the companies and their innovative design in the service area, and because each customer is treated in a particular way depending on their work area. Aligning ourselves with such a service to meet our customer service standards is important to our operations.

SOLUTION

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

Answering customer calls.

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

The price is handled by another part of the company, but I am sure that the payment is made monthly. The need they supply in our company will be around for a long time and we will continue to use their service.

How did you come to work with this service provider?

The heads of the company have direct relations with those who manage the contractors in MattsenKumar.

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

I am completely grateful for the work they have been doing. I believe that its effectiveness has been reflected in the company's revenues. We have not had any problems with deadlines and have solved problems with customers 90% of the time.

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

About $25,000.

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

N/A.

RESULTS & FEEDBACK

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

Work these past months has been flawless. They are getting better with their dealings with customers and have been able to generate a strategy to solve the problems in the calls to be more efficient and effective each time.

What are the service provider's strengths?

Its effectiveness, its capacity to reinvent itself, and its capacity to produce before any need.

How can the service provider improve?

My relationship with the company is limited, but from what I’ve seen, their work is excellent. I do not see anything that needs improvement.

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

We began using them July of 2016 and it is ongoing.

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

I prefer not to answer.