Cenit Inc

BACKGROUND

Introduce your business and what you do there.

My company handles email and social media marketing for real estate, insurance, and loan officers. I’m an enterprise account manager there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cenit Inc?

One of our main service lines is a live, automated chatbot located on our website. We needed someone to process the orders placed through our chatbot on the backend.

SOLUTION

What was the scope of their involvement?

Essentially, when something is sold through our chatbot, the information about the product and customer is sent to Cenit Inc, who processes the information and creates corresponding accounts. 

The team built these pipelines in JavaScript. 

What is the team composition?

Our main point of contact is Omer (Manager of Customer Services, Cenit Inc). 

What is the status of this engagement?

We began working with Cenit Inc in 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

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

The team at Cenit Inc greatly reduces the amount of work our team has to do. The backend development process is extremely time and labor extensive, so being able to outsource those tasks allows us to operate more efficiently.

Further, the quality of the work Cenit Inc produces is very high.

How did Cenit Inc perform from a project management standpoint?

They perform very well. We send them the materials we need the team to process, and they do a great job of keeping us updated on their progress along the way.

The team is reliable and responsive, and most importantly, they understand our business model.

We keep in touch via email and Slack, and while the time difference has caused some delays, the team is overall timely and stays on track with deadlines.

What did you find most impressive about them?

Cenit Inc is always on top of it. We never have to ask them to do something twice, and they’re an overall joy to work with. 

Are there any areas they could improve?

No. They’re doing exactly what we need them to do.

Do you have any advice for potential customers?

Be sure to make your expectations clear at the beginning, so you can be confident that their abilities match your goals. Also, at least at the start of your engagement, double-check their work to ensure you’re on the same page.

BACKGROUND

Introduce your business and what you do there.

TVape is an online commerce site dealing with dry herb and cannabis vaporizers as well as e-juice for vapes. I’m the retail supervisor.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cenit Inc?

We wanted to add a chat solution to our e-commerce site so that customers can quickly and effectively get feedback. This is helpful to answer minor queries and direct people to the right products and pages. It also would build our consumer traffic, customer confidence, and Google review scores.

SOLUTION

What was the scope of their involvement?

Cenit Inc’s team provides strictly live chat support. They essentially act as guides for the customers. They answer queries about coupons and sales, our store opening hours, how to find a product. They also help people understand the devices we sell. People ask questions about particular units, how they function, and which one’s best for them. 

Lastly, they do a small amount of customer service as well when customers have issues or problems with shipping, following up on orders, or getting support with vapes. Cenit Inc directs them to sales or customer service, but they also can troubleshoot and diagnose issues on the spot. That quickens the turnaround for the customer in getting their issues resolved.

We provide the Cenit Inc team members some in-house training when they initially start up. The manager of the team—working out of their offices—oversees the training, while I handle the more direct management. I put together a training guide and scripts for them. There’s a specific way we want them to talk about the devices. I review their chats to make sure they’re doing things properly. I alert them to mistakes and give them any new information.

Cenit Inc also does a bit of lead generation: they get customers’ details so that our retail agents can reach out for sales purposes. They’ve undertaken a couple of extra projects more recently. They’ve done some customer service projects, and did an FAQ for the site as well.

What is the team composition?

We have four agents from Cenit Inc working on the site.

How did you come to work with Cenit Inc?

They were already working for us when I started.

What is the status of this engagement?

The chat box has been on our site since 2011, but I’m not sure when our collaboration with Cenit Inc started. 

RESULTS & FEEDBACK

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

We can definitely see a shift, especially in lead generation. At one point, we only had one agent, and we saw a noticeable dip in the number of leads generated. Since we’ve trained the new staff we’ve trained, the lead generation has definitely improved. 

We measure Cenit Inc’s agents on their percentage of lead creation, the quality of the leads, and how many leads actually generate purchases. The next thing is their response time, average chats per day, and the quality of their chats based on ratings. Our benchmark is to have 20% great chats per month and less than 1% poor chats. Cenit Inc has consistently achieved this benchmark this year. Last year, they would’ve been in the mid-teens; now, it’s an average of 21%–22%. Cenit Inc achieved its highest total in the first week of January: a 27% chat total, which is close to one in three conversations.

Cenit Inc is also the most significant provider of Google reviews for our site. We have close to 1,000 reviews, and the majority of those came from chat agents dealing with customers and sending links to request reviews.

How did Cenit Inc perform from a project management standpoint?

They’ve been improving in quality and lead generation abilities. We had different chat members in 2018, which got headhunted by another company. We had Cenit Inc retrain three of the current agents. One agent did have to go back for retraining, but they’ve been consistently improving their performance.

What did you find most impressive about them?

I haven’t worked with any other chat agencies like this. For me, Cenit Inc’s main feature is their responsiveness and ability to take on tasks. Especially recently, they’ve done extra tasks on top of their main duties. They have the ability to help out with other departments if that’s been necessary. They’ve done projects for another department, and we’ve had agents jump in recently for the Christmas period to help with customer service tickets. They still maintain high quality in their main duties while being versatile.

Are there any areas they could improve?

Cenit Inc relies on our scripts to do their job. When we were training Cenit Inc’s agents, we wanted to get them to be less mechanical and more dynamic in their responses. They’ve been working on speaking to the customers in a more dynamic way for the conversations to come across more naturally. Many other sites are moving towards replacing human agents with AI, but I think that having a human agent with the capacity for critical thinking is valuable. That dynamism would differentiate Cenit Inc’s agents from an AI and give the customer the feeling that they’re dealing with a real person.

Do you have any advice for future clients of theirs?

When it comes to training, it’s important to be clear and precise. Cenit Inc picks up information and is responsive, but they will do exactly what was said. It’s important to be clear about what you’re requesting and to lay things out in an understandable structure.

BACKGROUND

Introduce your business and what you do there.

I’m a customer service manager at an online store for electronics and household items.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cenit Inc?

We went to them to design our website. We just wanted a basic website initially, and we’d hired our own developers, but it wasn’t working out.

SOLUTION

What was the scope of their involvement?

We went to Cenit Inc to redesign our website. We weren’t very specific about what we wanted but we knew we wanted to be as advanced as possible. They came up with ideas about the content we should have and how they wanted to market it. We also used them for SEO and digital marketing. We let them work and we implemented whatever they suggested.

What is the team composition?

I’m in contact with their head of development, and I believe they had a team of three people working on it.

How did you come to work with Cenit Inc?

They came from a friend’s referral. I was a little skeptical to start with but we found out they’re hard workers once we began collaborating with them. They actually know how the market works.

How much have you invested with them?

We spent $10,000–$15,000 on their services.

What is the status of this engagement?

We started working with Cenit Inc in October or November 2018, and the collaboration ended around March 2019. We’re maintaining the website on our own now.

RESULTS & FEEDBACK

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

I don’t have any statistics at hand, but we’ve gotten great feedback about the website from our customers. It’s been working great, and while there have been some minor bugs to fix, that’s about it. We haven’t encountered any big problems on the website and it works well with our customers.

How did Cenit Inc perform from a project management standpoint?

Their entire team was friendly and open to suggestions. They understood what we wanted and worked accordingly without pushing us to do anything else.

What did you find most impressive about them?

For starters, they were very cost-effective compared to the rest of their competitors in the market. They also weren’t just working for the money but rather for the client. I believe they were looking to provide a better customer experience rather than just getting paid.

Are there any areas they could improve?

This was my first experience with an IT company, but I think everything went perfectly. There weren’t many problems to mention.

Do you have any advice for future clients of theirs?

We were expecting them to handle everything, but Cenit Inc actually suggested that we start our own marketing department. They could increase their marketing team, but they were really good overall.

BACKGROUND

Please describe your company and position.

I am the Co-founder of a conversational marketing tool provider.

Describe what your company does in a single sentence.

Help customers generate more leads through conversational marketing.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Cenit Inc to accomplish?

• To handle most tasks that can be done remotely
• Reduce costs involving Human Resource

SOLUTION

How did you find Cenit Inc?

Online Search

Why did you select Cenit Inc over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from Cenit Inc were assigned to this project?

6-10 Employees

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

Cenit inc handles all our backend operations except for sales. They have helped us with recruitment as well as handling our Customer service and tickets. We are a small company, and we never had to go on a hiring spree because of them.

RESULTS & FEEDBACK

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

• Reduced costs in the form of payroll. 
• More efficient in terms of task delivery.

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

Always. And yes, they sure did.

What was your primary form of communication with Cenit Inc?

• Virtual Meeting
• Email or Messaging App

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

We're impressed with their efficiency and helpfulness.

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

Sometimes, they are selective about taking on a task. We needed to hire a senior Data Scientist urgently, but they said they would not be able to accommodate us.