What evidence can you share that demonstrates the impact of the engagement?
I have very few complaints as far as the quality of the work goes. Had I gone to my normal resources, I would’ve paid four times as much. I’d definitely hire ACX Outsourcing Hub again. Working and communicating with an outsourced team took a little getting used to, but the work got done. Once I got the hang of it, I found them to be pretty efficient.
Many of our clients are difficult and hard to please. Considering this, I think ACX Outsourcing Hub handled the work pretty well. There were very few times when an author deemed something completely unacceptable and wanted to escalate the issue. I’ve also realized that an author might just want to bend the rules and get more for their money when it wasn’t even something we’d agreed upon. As far as handling difficult clients, I’m pleased with ACX Outsourcing Hub and the training they did for their liaisons or relationship managers.
How did ACX Outsourcing Hub perform from a project management standpoint?
Project management was impressive. At our peak, we were doing high-volume, complex work; we often had authors requiring multiple services. ACX Outsourcing Hub’s ability to handle all of the moving parts under one solid deadline was impressive. I think they even had their own custom project management system, which topped some of the paid services that I’ve used.
We communicated through email, Skype video calls, and screen sharing, depending on what we needed to do. For instance, if I needed to look at artwork, they sent it via email and screen share. We also used an effective messaging program. We got quick text replies from them over Skype, and things that required more time were sent via email. They catered to me and considered whether I was more of a text, phone, Skype, or face-to-face guy. All those methods worked for me, and it depended on what we needed to do.
What did you find most impressive about them?
The efficiency of project management and their ability to meet deadlines were impressive. ACX Outsourcing Hub was particularly good at identifying what authors wanted to accomplish. They provided a very personable service to authors.
I’d say their comprehension of the scope of the project impressed me most. They took the time to understand what our needs were, and they weren’t afraid to ask questions to get clarity. At the end of a call, I would say, “If you have questions, just let me know;” they always took advantage of that, and I’m glad they did. If something needed clarity, they would ask without hesitation. It gave me a lot of comfort knowing that they took such an interest in understanding what the project and deliverables were.
Their deep understanding of our needs definitely added to the efficiency of the project. They never resorted to guessing; instead, they made sure they were on the right track by clarifying with us. That definitely helped meet deadlines and keep the quality of work at the level where it needed to be to satisfy my customers.
Are there any areas they could improve?
No; they always promised to get back to me within 24 hours. As one of their earlier customers, I think I got spoiled since they often answered our inquiries right away. As time went on, that stretched out a bit more, but it was still within a reasonable timeframe. I’d love for them to get back to me sooner, but they’ve always stayed true to response times of 24 hours or less.
Do you have any advice for future clients of theirs?
They should give ACX Outsourcing Hub a try. Business owners often look for the least expensive or most cost-effective option. I’ve learned that if the price is really low, there’s a reason for that: the quality isn’t there.
ACX Outsourcing Hub isn’t a high-priced outfit; their rates are quite reasonable. Considering the results they got for us, they were a bargain. Taking the initial step and giving them a try was hard for me, as I was accustomed to looking for the lowest bidder. I gave ACX Outsourcing Hub a shot through a personal recommendation, and it’s been perfect. I don’t think I’ll ever go for a discount option or a freelancer trying to make a quick buck again. I’d recommend at least giving ACX Outsourcing Hub a trial run before choosing the lowest bidder.