Clario Tech DMCC

Please describe your company and your position there.

Business Consultant and Business Development manager over 10 years on Global IT and Customer Service Outscores market. The main goal of my professional services is to link qualitative Customer Service vendors and link to companies in Cybersecurity and IT services niche.

For what projects/services did your company hire Clario Tech DMCC?

Clario Tech DMCC is providing outsourced 24/7 both customer and product support, sales operation outsource and Quality assurance support for 3 companies.

What were your goals for this project?

Find a provider for 24/7 complex BPO solution to grow performance capacity and give a change to business owners to focus on their core work. We have long-lasting agreement with all 3 companies and Clario Tech DMCC exceed netted goals for over 4 years now.

How did you select Clario Tech DMCC?

• Preliminary interview and screening of the domain interviews, process feedbacks, and reviews, complex interview of internal Subject-Matter Experts
• Validate profile records and performance results
• Request business model of future cooperation design
• Set pilot cooperation and convert Clario Tech DMCC to a long work agreement with companies

Describe the project in detail.

We needed tier-1 and tier-2 omnichannel support (in and outcall line, live chats, tickets), mostly English and German support. Also, we searched for sales process outsource and quality assurance process on the side of BPO vendor, Clario Tech DMCC had it all in one.

Clario Tech DMCC provided full discovery of our business needs and design a business model of cooperation with companies from a scratch for both customer support of existed customers and product support for a new customer.

They’ve designed a sales business model to support and overachieve business goals for all 3 businesses and aligned out quality assurance processed to industry requirements. - We’ve designed

What was the team composition?

More than 40 support services representatives, managed by a team lead unit and Lead unit on Clario Tech DMCC site

More than 30 sales professional, managed by a team lead unit and Lead unit on Clario Tech DMCC site

Quality Assurance managers 5 employees, Compliance Manager on Clario Tech DMCC and Customer Experience manger. After many years of cooperation, we extended a team of professionals for all 3 companies and covered by NDA.

Can you share any outcomes from the project that demonstrate progress or success?

We optimized expenses on customer services with them and reached a significant reduction. We earned AppEsteem and world recognised customer service provides. We overachieved profit markers to more than 27% in average of expected value for all 3 companies.

How effective was the workflow between your team and theirs?

Transparent and open cooperation process. Fully managed business process. In time analytics and business growth optimization pans

What did you find most impressive about this company?

Fast and effortless for business owners set up process. Targeted result achieved after 2 weeks of cooperation High quality of the service and performance results Continuously growing expertise of Clario Tech DMCC which help us grow all 3 business

Are there any areas for improvement?

Can’t think of any. Would love to wish Clario Tech DMCC to grow client base and help to more businesses. They are worth of it.

Introduce your business and what you do there.

I’m the SVP of business development at an identity theft protection company.

What challenge were you trying to address with Clario Tech DMCC?

We needed help growing our sales.

What was the scope of their involvement?

Clario Tech DMCC resells our product to their customer base. There are a certain number of clients they provide their services to. In certain cases, they offer identity theft protection to those customers with our product.

The Clario Tech team handles the front end sale. Any questions or comments on our product come back to us. We trained their staff on how to sell the product. If they have questions, they generally come to us. They also keep up with what our competitors are doing and how our product relates to them.

What is the team composition?

Denis (VP of Product) is my main point of contact.

How did you come to work with Clario Tech DMCC?

Clario was recommended to me by someone that I was working with. We had a couple of initial calls where we talked through the offerings and the positioning. We started off with a test process for a couple of months and decided to move forward with a full partnership.

What is the status of this engagement?

We started working together in November 2017, and our work is ongoing.

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

We measure the program through revenue growth and refunds. The partnership has definitely been successful so far. They do a great job. The team is good about staying up to date on the current benefits of the product.

How did Clario Tech DMCC perform from a project management standpoint?

We have regular Zoom meetings. We also look at the sales that come in through the merchant processor, too.

What did you find most impressive about them?

Their consistency stands out. We don’t see peaks and valleys in their performance. They’re consistently good. We never have to ask what’s going on and why there’s been a dip. It’s been consistent performance month in and month out.

Are there any areas they could improve?

No, nothing comes to mind.

Do you have any advice for potential customers?

Anyone considering working with Clario should start a pilot with them and try it out.

Please describe your company and your position there.

I'm Head of Sales at Dreamdata (Denmark. We help Customers all over the world build complete B2B customer journeys, get unprecedented insights into every touch of every customer journey and build and scale what works.

For what projects/services did your company hire Clario Tech DMCC?

As a company, we grow and scale to new markets and we've decided that we can not process leads without internal or external team scale. Therefore we've decided to outsource the sales process to Ukraine and there we've defined Clario.

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

The owner of the Conscensia recommended Clario to us. We've verified the portfolio, had a demo of operational flow. We've asked Clario to design salles operation blueprint print based on requirements from our side and they overachieved our expectations. Basically, we did not expect that they will have such a level of expertise and will consult us upon our sales process.

Describe the project in detail and walk through their service package.

B2C and B2B SQL processing over chat, email, and phone line. Deliver hot lead to closure from our side.

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

We've started from 10 Sales specialists and 2 Team Leads.

Can you share any outcomes from the engagement that demonstrate progress or success?

we've covered all SQL leads and ina. 2 weeks achieved defined KPIs. Now we support same paste and grow)

How effective was the workflow between your team and theirs?

we have group chat over Slack, weekly or on-demand meeting over Zoom and before pandemic times we have business trips and knowledge sharing sessions

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

Professional experience; People; transparent relations between our companies; no hidden costs

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

I would love them to promote their service and candidates all over the world. You have a lot to show Clario!

Please describe your company and your position there.

I am the COO and owner of a start-up related to cloud storage and computing. We've entered the US market in mod 2020 during pandemy.

For what projects/services did your company hire Clario Tech DMCC?

Our product requires product support and in terms of the occurred pandemic. It was a problem for us to stay competitive without proper product support therefore we've decided to follow recommendations and partner with Clario Tech DMCC to outsource product support.

Clario Tech DMCC kindly developed the whole product support procedure from a scratch for us, proposed tier-1 and tier-2 support professional to serve our needs, and helped us as a company to cover all customer incidents taking responsibility from us.

What were your goals for this project?

- develop product support procedure (hire professionals to serve our goals, set up fully managed support process, scale product support team with ongoing requests demand) - cover all customer incidents via live chat and ticket channels - provide incidents analytics and ideas for products improvements

How did you select Clario Tech DMCC?

1. portfolio review and experience records validation
2. explanation of the products growth and business needs we would love to achieve in terms of development strategy
3. 3-month test and performance results screening and afterward sign for a long-term contract

Describe the project in detail.

We had multiple discovery meetings of BPO service vendors in Ukraine, but our experience with Clario Tech DMCC was different.

They've many years of experience and performance records we were interested in, they've grasped the product idea from the very start and helped us to set up all the product support process straight to our business needs. they've targeted out weak points and covered them with string expertise, management, and analytics.

What was the team composition?

- 8 support agents, Team Lead, Product, Quality Assurance Manager and Compliance manager, and Business Consultancy - in order to train support agents we've used their internal training and development professional

Can you share any outcomes from the project that demonstrate progress or success?

Will share mid-performance results screening and ongoing performance progress:

1. FCR - 97 %
2. CRR - 95%
3. SAT - 92 %
4. Average Quality Score - 96.8%

In overall this covers all we ever wanted and even more.

How effective was the workflow between your team and theirs?

- all matched pre-defined negotiated funnel of work - direct subordination to main headquarter - direct performance and success sharing - documentation based on pre-defined funnel

What did you find most impressive about this company?

- industry expertise and experience set up support from scratch - performance results in accordance with set goals - outstanding support agents prep - received business growth consultancy and advisory on support procedures development in order to stay competitive

Are there any areas for improvement?

None to my opinion

Please describe your company and your position there.

Chief Executive Officer at Tech Support Company. We help startups, businesses, and various tech companies with their tech and customer support.

For what projects/services did your company hire Clario Tech DMCC?

Together with Clario Tech we had a mutual partner. Our job was to process incoming call traffic from various ad campaigns and up-sell different products in order to reach desired KPIs.

What were your goals for this project?

Scale with the approved timeline with minimum volume loss, reach and maintain the desired sales KPIs like sales conversion and revenue per contact.

How did you select Clario Tech DMCC?

We've known Clario Tech for a while as they are one of the top BPO service providers in the region.

Describe the project in detail.

Mostly sales outsourcing team for a Tech Software B2C project. GotYourBack Support and Clario teams were processing call traffic driven by client's ad campaigns and software monetization strategies. We had to make sure we process all the traffic with minimum losses, so we had to cover a 24/7 schedule with agents and their team managers. Also, we set an effective day-to-day reporting to make sure the client's BI team is always up-to-date regarding the results and various traffic changes.

What was the team composition?

Our team consists of sales agents, team managers, recruitment specialists, project managers.

Can you share any outcomes from the project that demonstrate progress or success?

Together, we managed to quickly build effective cross-functional teams and a fully operational sales process with a flawless infrastructure that generated a new revenue stream for our company.

How effective was the workflow between your team and theirs?

Their expertise speaks for them. They immediately provided us with a dedicated manager and within just a few days they were able to provide us with a team, coaches, and other technical resources. They have really shown their professionalism and experience as well as dedication to support our company in the best way possible.

What did you find most impressive about this company?

They have managed to provide us with all the needed and additional resources to help our team with everything we need for the quick launch. The set-up, preparation, and onboarding process were fast and flawless. We have established a very good relationship, and we will definitely prolong our work with them for years to come.

Are there any areas for improvement?

This is an ongoing project. So far, we are very pleased with the help we have received.

Please describe your company and your position there.

I'm Business Development Manager at Concentrix (Berlin), we have a call center for multiple language segments devoted to customer care upon our services and product line.

For what projects/services did your company hire Clario Tech DMCC?

Clarion guides us on the latest Complaince Practises and Quality Assurance trends.

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

By AppEsteem community recommendation as best English-speaking customer support in Europe. After the primary negotiation set, we've defined that Clario has multiple certifications, verified portfolio records, a wide client community, and own processes.

Describe the project in detail and walk through their service package.

We've Clario to provide quality assurance evaluation for our English call line, set up quality scorecards, and an internal quality evaluation system. 

Can you share any outcomes from the engagement that demonstrate progress or success?

We've developed a completely new vision of quality assurance and reached quality benchmark requirements within 3 months. Our average quality score increased by 37%.

How effective was the workflow between your team and theirs?

Cooperation based on predefined requirements over ZOOM

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

Strong team and professional expertise

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

-

Please describe your company and your position there.

I'm working with Parimatch Tech for about 7 years, currently as a Business Development Managers.

For what projects/services did your company hire Clario Tech DMCC?

As a betting and gambling company, we are constantly expanding all over multiple locations, therefore we can not physically process all requests from our customers on the latest product changes. In order not to lose customers and fastly guide and reflect on their pains we decided to acquire customer support services on behalf of Clario. In this way, we as a company can focus on platform and product development and Clario will cover the client-side.

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

BPO companies list ion Ukraine review, performance, and portfolio screening, trial launch for 3 months and now we have a long-term partnership

Describe the project in detail and walk through their service package.

Clario team responsibilities: provide customer care support over the phone, provide product and platform guidance, if it's possible to resolve issues manually or by guidance, and then deliver issue report to duty team on issue resolution

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

Can not extensively share details of the collaboration [NDA] , but can assure that we gain support operations, quality assurance, and management related to the project.

Can you share any outcomes from the engagement that demonstrate progress or success?

Can not extensively share details of the collaboration [NDA] We've covered all previously missed customers' requests Reduce issue delivery time to on-call representative

How effective was the workflow between your team and theirs?

100% effective, daily stan-ups, common Slack chat, incidents transfer to the PagerDuty

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

The best things about them are their fast BPO services set up, level of expertise, people, and pleasant cost per service.

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

Can't think of none

Please describe your company and your position there.

I'm Chief Executive Officer at a small company on product market working with task management systems for SMB and MSB.

For what projects/services did your company hire Clario Tech DMCC?

Our company was quickly growing, which meant out company needed to focus on business and transfer sales process on outsource. At the same time sales performance e and expertise meant for us everything therefore we contacted Clario.

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

We considered multiple BPO agencies and reached Clario over Clutch. We admitted verified recommendations, operational excellence KPI, quality recognition verified by multiple certificates. We contacted Clario in 2020, negotiated on Sales Operations procedures they can offer, observe their practical expertice as a Secret Consumer and only after we’ve made a decision that we’ love to work with them.

Describe the project in detail and walk through their service package.

We’ve acquired sales team to process direct B2C sales over chat and call channel, perform sales process development from a scratch. They helped us to perform multiple customer screening procedures, redesign our sales to market strategy and as a result we’ve optimised our Go-to-market plan.

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

10 sales agents, management units and constant syncs with sales operational lead.

Can you share any outcomes from the engagement that demonstrate progress or success?

• 100% of incoming sales leads transferred to Clario Sales Process
• Weekly syncs on performance and procedural changes
• Quality screening biweekly and feedback on improvement delivery to Clario (when needed)

How effective was the workflow between your team and theirs?

• Can’t imagine better cooperation.
• Daily syncs between Clario team Sales Team
• Biweekly and weekly performance syncs and results screening

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

Sales Expertise, performance quality, people (Clario Tech DMCC is all about wonderful people)

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

Can't imagine better cooperation.