What evidence can you share that demonstrates the impact of the engagement?
On the accounting side, their work has increased the speed and accuracy of our monthly reports to the board. That’s created confidence with the finance department. Since we’ve been using their services for several years and across several fund rounds, Baltic Assist has definitely positively impacted our company.
On the onboarding side, the quality of the menus and the fact that there are limited mistakes in their work contributes to us gaining a competitive edge over other companies that do the same thing. In moving from our old outsourcer to Baltic Assist, the quality has dramatically improved.
How did Baltic Assist perform from a project management standpoint?
The performance of the accounting team is excellent. We work based off of a checklist every month. I send them tasks, and they always deliver on time.
They’re very responsive. We use Slack for communication, even during weekends and sometimes after office hours. They promise 24/7 availability for accountants on their website. If we write to them at midnight near a deadline, they will respond. I’m very happy about that.
The menu part isn’t my responsibility, but my department manager is very happy. The KPIs defined for that department are mostly met. As we’ve grown, we’ve found it a challenge to recruit new people who are right for the job. That’s another benefit of working with Baltic Assist.
What did you find most impressive about them?
Their work ethics are impressive. They’re committed to what they do for us, despite being an outsourcing company. We feel that they’re part of our organization and we have a good relationship with them.
They’re smart, and they’re able to attract talent. In terms of accounting, I’m working with two people in particular, who are very good accountants and book-keepers. It’s impressive that Baltic Assist can recruit talent so fast and so effectively.
Are there any areas they could improve?
After some rotation in 2017, the accounting teams are now stable, which is good. Even when there was a rotation, the replacements were done on time. It was only the fact that we had to do the training all over again that was a bit annoying.
On the customer support side, the discontinuation was only due to the manager’s preference. However, he wasn’t happy about the communication, with regards to a termination. There was also some rotation there that he wasn’t notified about immediately.
It seems the communication about these things at a senior level could be improved. Baltic Assist’s agents or virtual assistants are very responsive, but, when it comes to more senior resources that implement big changes, there could be better responsiveness.