morph

BACKGROUND

Please describe your company and position.

I am the Customer Experience Senior Manager of Birdy Grey

Describe what your company does in a single sentence.

An E-Commerce site for Bridesmaid and Bridal attire.

OPPORTUNITY / CHALLENGE

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

• Scale Customer Support Team
• Increase in BPO Talent Quality

SOLUTION

How did you find morph?

Referral

Why did you select morph over others?

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

How many teammates from morph were assigned to this project?

6-10 Employees

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

We use Morph to expand our Customer Support team. We currently have one outsourcing company out in SE Asia, but we wanted to open up a second location to allow us to further scale the team, and unlock new talent. We have a group of Customer Support agents that interact with our customers via Emal, SMS, Live Chat, Phone, and Social Media. 

The agents are required to uphold high standards to provide our customers with the best service possible, by upholding our Brand Voice and execute creative Problem Solving. Their performance is measured by CSAT scores, Quality Assurance scores, and their overall productivity. We receive about 15k customer inquiries on average per month, so their performance is of top priority. 

We have also been able to open up some specialized roles within the Customer Support team, including: Operations Agents, Quality Assurance Agents, and a Team Lead. We also have 2 project managers to help support other teams at the company, our creative team and our operational team. They help organize and manage projects to ensure that projects are completed on time, and all parties are updated. 

Because of the success of these two teams, we will continue to scale up with this Morph and find new opportunitites for them be partners with our brand.

RESULTS & FEEDBACK

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

The Morph team has maintained a 90%+ CSAT score, and have been endessly supportive in finding new talent, and being true partners.

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

Yes, they are always proactive in solving problems and getting tasks completed before we even ask. Any time we have deliverables, they work very efficiently to ensure the deadlines are always met, and that they have all the information they need to do so. 

What was your primary form of communication with morph?

• Virtual Meeting
• Email or Messaging App

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

I’m impressed by their dedication and support for their employees. When finding partners, it is very important to me that they have the same values as I do. The outsourcing industry can be really toxic, and we work really hard on our end to avoid that completely. We think investing in our employees, focusing on their mental wellness, and the culture of the team, is the best way to build a strong, and long lasting team. 

Morph feels the same way and proves it all the time with what they do for their employees. We can work together to create the absolute best experience for our team as a collective unit.

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

I think they are just a very new and small company, and they need to still refine their skills on bringing in other similar brands to truly build up the company in the way that will make them most successful.

BACKGROUND

Introduce your business and what you do there.

I'm the director of member experience at a luxury lifestyle brand.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Morph?

We needed to outsource our customer support efforts to optimize our site traffic and customer satisfaction rate.

SOLUTION

What was the scope of their involvement?

morph aids our customer service pipeline through email, live chat, and social media support via Facebook and Instagram. They also handle our customer analytics by collating and categorizing customer feedback, which is then presented to our key stakeholders to help them identify trends and areas for improvement.

What is the team composition?

We work with three resources from morph.

How did you come to work with morph?

One of their employees was a friend of a friend.

What is the status of this engagement?

Our ongoing partnership started in September 2020.

RESULTS & FEEDBACK

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

morph has utilized their expertise to significantly lower our response time, ultimately leading to upticks in customer satisfaction and productivity rates.

How did morph perform from a project management standpoint?

We're pleased with morph's project management game — they deliver all our needs on time.

What did you find most impressive about them?

What stands out about morph's team is their genuine dedication to grow within our company and maintain a credible work ethic.

Are there any areas they could improve?

They can consider staffing up to optimize their backend support and reduce lead time for new employees.

Any advice for potential customers?

Clearly identify your needs and present accurate data to help morph generate tailored and scalable solutions for your business.

BACKGROUND

Introduce your business and what you do there.

I’m a sales manager at a cross-country moving company that helps clients move across the US. I’m leading the sales team, but we also cover logistics, customer care, and everything related to the moving business. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Morph?

Six years ago, the moving business started to grow really fast. At the time, we were looking for a company that could deliver both the training and the performance we needed from a field standpoint, so we collaborated with Morph.

SOLUTION

What was the scope of their involvement?

Morph provided us with sales services at the beginning. We started with a small team of 5–6 salespeople who were handling inbound calls from our clients. Then, the business grew fast, and we eventually needed both logistics and customer care. They trained, hired, and delivered in those fields as well. At present, they pretty much cover every aspect of our business. 

What is the team composition?

When we started, I had two main points of contact and both of them were CEOs of Morph. There were also six people under them. Now, the team is much bigger, so I don’t have all of their names. 

How did you come to work with Morph?

We were referred to Morph. We interviewed them, and what we heard was pretty good for us — it was exactly what we needed, so we hired them. 

How much have you invested with them?

In the past five years, we’ve spent around $5 million. This is seasonal work. The amount of workload we have in the summer months is big, so we’re paying more. When the off-season comes, the business is slower.

What is the status of this engagement?

We started working with them in March 2016, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Morph started with a small team, and the metrics then were the number of the fields that we completed. Now, the fact that the team has grown to 60 people means that they’ve also helped our business grow. 

As for business impact, it’s been a great experience from our standpoint since we cut down our costs while the quality of work remains the same. In some areas, the quality is even better than we’ve expected, which isn’t usually the case when one thinks of outsourcing. 

How did Morph perform from a project management standpoint?

When it comes to deadlines, I’m really satisfied with the way Morph handles the projects we’ve given them. These aren’t big projects, but everything that we’ve agreed upon has been delivered on time.

What did you find most impressive about them?

They have the ability to train people and help them have a good performance. This is certainly an important thing for us when it comes to Morph. The way they recruit and train people to work for our company has been their best characteristic. 

Are there any areas they could improve?

No, there aren’t any. I never have any problems or areas where we need a big improvement. What we’re doing right now is good, and as long as they stay on track, we’re in for a good future with them. 

Do you have any advice for potential customers?

I'd definitely recommend Morph as they are. When it comes to getting the best results, potential customers should be honest. If they give the team a clear point of view and guidance, they will deliver a good job. 

BACKGROUND

Please describe your company and your position there.

I am a Marketing Manager at Sekopak, which means that I'm in charge of planning and implementing digital marketing strategy, organising activities and events in order to encourage people to recycle, presenting our clients as eco-friendly companies, etc. 

Sekopak is operator of packaging waste management. Sekopak is supporting practical solutions to be implemented in the sphere of minimising influence packaging and packaging waste has on the environment. Sekopak is implementing the system according to the new packaging legislation regulating packaging waste field in line with EU Directives.

OPPORTUNITY / CHALLENGE

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

Our website was out of date and used old technology, so we decided to make the new one from scratch. It was important for us to make a website: Easy to navigate Visually appealing and unique design Responsive design and mobile-friendliness Easy to use it by me, so I can implement SEO strategy and change most of the things on my own

SOLUTION

How did you select Morph and what were the deciding factors?

We talked with representatives of three companies and decided that Morph is the best for us. They seemed to be competent, open to all of my suggestions and questions, but also full of innovative ideas.

It was easy to communicate with them. Since this was the first time that I wrote content for each page on the website, it was important for me to choose the company that will be supportive through the whole process, and I believe that I've found that support in Morph.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

1. step: Design (3 weeks) - making homepage and a few variations of landing pages
2. step: Front end development (2 weeks)
3. step: Back end development (2 weeks) - WordPress CMS
4. step: Working on details in order to make website flawless In 2020. We redesigned our brand and change the dominant color from green to blue. Morph helped us again and change the color, icons and logo on our website.

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

I worked with three people from Morph - the owner, web developer, and web designer.

RESULTS & FEEDBACK

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

Firstly, our phone is constantly ringing. People are calling in order to find a way to recycle more waste. Secondly, our website traffic has increased, we made it a place where people can find reliable information about waste recycling. Finally, our clients had noticed the new design and they are very pleased with it.

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

We met in person few times, but mostly we communicated through the email. It was all well organised and simple.

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

They were open to help me navigate through WordPress, whenever I had a question they were here for me, and they always found a solution for everything.

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

I'm very pleased with our cooperation. Every bug has been solved very quickly.

BACKGROUND

Introduce your business and what you do there.

I am the director of operations for a technology solutions provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Morph?

We needed some staff augmentation to help grow our business.

SOLUTION

What was the scope of their involvement?

Morph helped us identify potential opportunities for staff augmentation, and provided resources to be integrated into our existing teams.

They mainly do basic customer interaction, such as support and taking down issues being reported by customers.

What is the team composition?

We have five people working with us.

How did you come to work with Morph?

They were referred to us by a customer, who was also their customer.

How much have you invested with them?

We’ve spent between $480,000 - $600,000.

What is the status of this engagement?

We began working together around October 2016, and it is ongoing.

RESULTS & FEEDBACK

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

Morph has brought talented people to us who are able to effectively work with our team, with minimum third-party interruption.

How did Morph perform from a project management standpoint?

They just recruit talent; we handle project management internally.

What did you find most impressive about them?

Morph is able to find people that match our criteria regarding company culture and objectives, as well as for specific projects.

Are there any areas they could improve?

Morph does a really good job overall. They just need to keep in mind why they’ve been hired, and what they’ve been hired to do.

Do you have any advice for potential customers?

Be clear about what you want to achieve, and have a game plan, for the best possible engagement.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO and president of a credit card processing company that is backed by Wells Fargo and First Data.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Morph?

We wanted help with BPO and HR services.

SOLUTION

What was the scope of their involvement?

They helped us improve our workflow and make our business processes more efficient. I spent about a month educating them about our company protocols, chain of command, etc. 

From there, they established a workflow for reaching HR and recruiting targets. For example, they take care of the hiring process, they train our sales staff, and they reassign employees as needed.

What is the team composition?

I’ve worked with a number of people, but I have two main points of contact.  

How did you come to work with Morph?

I was referred to them through a family friend. I spoke to Morph on the phone, and they had a positive attitude, so I decided to move forward with them. 

How much have you invested with them?

I’ve spent about $250,000 so far. 

What is the status of this engagement?

I initially contacted them in December 2019, but the project didn’t get started until February 2020. Our relationship is ongoing.

RESULTS & FEEDBACK

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

The difference between our business since we started working with them is night and day. Without them, I don’t think I would be where I am today. They’ve taken full responsibility for the administrative department which has been so helpful. 

The quality of the work is professional. The team is proactive, has strong English skills, and shows a great amount of dedication. 

How did Morph perform from a project management standpoint?

They came up with ideas to make our processes more efficient. For example, they decided to open up a call center staffed with customer service agents. The team is always working on new proposals. Each month, they provide monthly metrics updates. We communicate at least daily. 

We use Asana and OneNote. 

What did you find most impressive about them?

The ideas they bring are impressive. They think outside the box and are extremely proactive. 

Are there any areas they could improve?

No. 

Do you have any advice for potential customers?

I would highly recommend them. They perform well and offer their services at an affordable price. 

BACKGROUND

Please describe your company and position.

I am an Executive at ipaidikos

Describe what your company does in a single sentence.

Providing software as a service for preschool institutions.

OPPORTUNITY / CHALLENGE

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

• Product design
• Software development
• Opérations support

SOLUTION

How did you find morph?

Referral

Why did you select morph over others?

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

How many teammates from morph were assigned to this project?

6-10 Employees

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

School platform

RESULTS & FEEDBACK

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

Product practicality, software quality, customer experience

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

Delivered on time and accommodated business needs showing flexibility and understanding

What was your primary form of communication with morph?

Virtual Meeting

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

We were impressed by their mentality, way of working, and staff engagement.

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

Overall great work, nothing I would done differently

BACKGROUND

Please describe your company and position.

I am the Head of Marketing of the company

Describe what your company does in a single sentence.

Sexual health & wellness education and ecommerce sales.

OPPORTUNITY / CHALLENGE

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

• Customer Service

SOLUTION

How did you find morph?

Referral

Why did you select morph over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from morph were assigned to this project?

2-5 Employees

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

Morph assisted in the launch of our ecommerce store. Morph staff created best practices, customer service policies, logistics/backend set up, and provided invaluable operational support.

RESULTS & FEEDBACK

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

Last month we hit almost 200k in revenue with about 1500 orders, we have overwhelmingly positive reviews on customer service experience!

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

morph has always delivered items on time (if not early). They are incredibly quick and always anticipate our company's needs! They are wonderful partners.

What was your primary form of communication with morph?

Virtual Meeting

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

Morph is always eager to help and do more. They are unbelievably resourceful and always quick to support growth initiatives.

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

Nothing comes to mind!

BACKGROUND

Please describe your company and your position there.

Omnes Group is an IT recruitment agency and a marketplace for hiring software engineers, network and system engineers, designers, scrum masters, product and marketing specialists. Our goal is to set new standards for recruitment, all through work based on tech innovation, digital communication channels and long-term relationships with our clients.

OPPORTUNITY / CHALLENGE

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

With the growth of the company, the need for facelifting of several pages on our website aroused. So, we turned to morph for web development of those pages.

SOLUTION

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

We were referred to Morph over our clients and they were more than satisfied.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Web Development and facelifting of important pages of our website.

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

4 - Project Manager, 2 Developers & Graphic Designer

RESULTS & FEEDBACK

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

Since we started our partnership with Morph, traffic rose by 20%, and besides pure quantity, lead quality is significantly better.

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

They are very responsible when it comes to deadlines. Sometimes, they even finish the job prior to the deadline, which is great, so we can have more time to review everything.

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

The amount of time they need to deliver an extraordinary product.

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

Not that I can think of at the moment.

BACKGROUND

Please describe your company and your position there.

I'm a Founder & Creative Director.

OPPORTUNITY / CHALLENGE

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

We hired them for web development. The goal was to develop rich and complex mobile-first experience.

SOLUTION

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

They were recommended by our partners.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

We had a kick-off meeting, where we present to Morph the final design with samples of animations, transitions, experience flow.

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

There was a project manager, front-end and back-end developer involved in the project.

RESULTS & FEEDBACK

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

We had a very smooth experience working with them, while they managed to give us fantastic results.

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

We've set up a timeline with defined progress updates. They have met our expectations and managed to find a way to shorten delivery time.

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

It is always about the people :) then the quality of their work.

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

nothing for now.