ROI CX Solutions

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations for a software development company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ROI CX Solutions to accomplish for Techless?

We hired ROI CX Solutions to manage all customer support operations, including handling inquiries, resolving issues, processing returns, and addressing any customer-related matters to ensure high satisfaction and smooth service delivery.

SOLUTION

Can you describe the scope of work ROI CX Solutions handled for this project?

ROI CX Solutions helps new users with setup and activation, answers common questions, and provides ongoing support for usage, billing, and subscriptions.

What was the team composition?

We work with 2–5 teammates from ROI CX Solutions.

How did you come to work with ROI CX Solutions?

We found ROI CX Solutions through a referral (Arena CX). We chose them because they had high ratings, their pricing fit our budget, and they offered good value for the cost.

What is the status of this engagement?

We started working with ROI CX Solutions in June 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

ROI CX Solutions has helped us reduce our first response time (FRT) from four hours to three hours, achieving a 25% improvement in response speed. Our Trustpilot score has increased from 3.5 to 4.2 stars, and we’ve maintained a customer satisfaction (CSAT) score above 80%. Our callback wait time has dropped from 12–24 hours to under two hours, with live call handling implemented for near-immediate responses — a 90%+ average reduction. 
These improvements have had a tangible, positive impact on our operations and customer satisfaction, backed by key metrics. We’ve reduced ticket abandonment by an estimated 20%–25% and enabled faster issue handling. We’ve cut escalations by 30% and improved operational throughput. These gains have streamlined workflows despite the project’s complexity, boosting efficiency, retention, and reviews while minimizing repeat contacts.

How did ROI CX Solutions perform from a project management standpoint?

ROI CX Solutions’ project management has been solid overall, with strong flexibility and accommodation to our unique needs. We experienced a slight setback early on in recruiting the right talent, but that seems to be on track now that we’ve dialed in the ideal agent persona. They’ve delivered on time after the initial hiccups, meeting key milestones despite the challenges. We communicate through virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

ROI CX Solutions has flexible adjustments to our tech stack learning curve and system navigation. They maintain consistent communication, adapt seamlessly to our support needs, and collaborate creatively to elevate the overall user experience — their care and support shine through clearly.

Are there any areas they could improve?

We’d appreciate more proactive initiative to anticipate needs such as training. More regular early check-ins would have accelerated alignment and reduced initial setbacks. A deeper upfront effort to grasp our training needs would ensure the right talent was placed from the start. These tweaks would have minimized ramp-up time, but their flexibility later compensated well.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at DocMJ. We provide affordable medical marijuana health evaluations and recommendations through compassionate physicians at 30+ clinic locations, primarily in Florida. We also offer accessible mental health services and support for patients seeking alternative medicine.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ROI CX Solutions to accomplish for DocMJ?

We needed to provide compassionate and understanding care for our patient base while working with our team to manage the call center.

SOLUTION

Can you describe the scope of work ROI CX Solutions handles for DocMJ?

ROI CX Solutions handles all inbound calls for patients calling in to ask questions, get answers, book appointments, and resolve issues. They also handle the outbound reminder calls for our patients across multiple states and regulations. Our call center plays a critical role in the success of our organization and the experience of our patients. They’re often the first point of contact, and they consistently represent our company with professionalism, empathy, and efficiency.ROI CX Solutions’ team handles a high volume of calls while maintaining accuracy, patience, and a strong understanding of our services and workflows. They do an excellent job answering questions, scheduling appointments, resolving concerns, and guiding patients through next steps, all while keeping patient satisfaction at the forefront.Additionally, ROI CX Solutions provides a weekly report breakdown that shows us each call that comes in and why. They train their staff and oversee their day-to-day successes of the call center. They use their own phone system to ensure that all agents follow through on the needed assignments for every department.

What is the team composition?

We work with 15 teammates from ROI CX Solutions.

How did you come to work with ROI CX Solutions?

We found them through an online search. Their pricing fit our budget, and they offered good value for the cost.

What is the status of this engagement?

We started working with them in August 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Overall, our partnership with ROI CX Solutions has enabled us to scale access, protect revenue, and improve the patient experience while maintaining operational flexibility. The measurable gains in call performance, appointment conversion, and cost efficiency demonstrate clear progress and success. We’ve seen improved ASA, increased call answer rate, reduced missed scheduling opportunities, and lowered cost per scheduled appointment compared to internal-only handling. We’ve also seen a reduced administrative burden on internal staff, improved reporting and visibility into call metrics, outcomes, and trends, and fewer complaints related to call wait times or inability to reach DocMJ.

How did ROI CX Solutions perform from a project management standpoint?

They always deliver on time and work with us to handle any issues. We communicate via virtual meetings.

What did you find most impressive or unique about them?

We’re impressed by their responsiveness to any issues that arise.

Are there any areas they could improve?

There’s nothing they need to improve.

BACKGROUND

Please describe your company and position.

 I am the Director of a hospitality & leisure company 

Describe what your company does in a single sentence.

Events industry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ROI CX Solutions to accomplish?

• Lower Costs
• Staffing
• Flexibility

SOLUTION

How did you find ROI CX Solutions?

Other

Why did you select ROI CX Solutions over others?

• Pricing fit our budget
• Good value for cost

How many teammates from ROI CX Solutions were assigned to this project?

18

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

Help support inbound interactions

RESULTS & FEEDBACK

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

Qa, staffing, and costs

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

Yes, they delivered their new hires on time

What was your primary form of communication with ROI CX Solutions?

Virtual Meeting

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

Their flexibility and willingness to work on anything we need have been impressive.

Are there any areas for improvement or something ROI CX Solutions could have done differently?

N/A