Customer Services BPO of a New Generation
We are Clario Tech and we were rated as high-quality customer support and care vendor by AppEsteem authority. In addition, we were verified by Benchmark Portal 2016-2018 as one among top-rated Customer Services.
So, with all stated above, as our partner, you will be provided with the best options to fulfill your business needs in the most efficient way possible.
As for your customers, it means that we know how to deliver innovative solutions with a personalized touch, delighting your end-to-end consumer.
We’re over 800 professionals including 600 digital security experts with the one common goal - supporting everyone’s right to digital life, secured.
What we offer as a BPO partner:
- Sales processes implementation.
Design a sales funnel based on your business needs and perform B2B sales cycle according to predefined KPIs to boost up your growth and potential. - Advanced educational programs.
Training and Onboarding delivery to ensure 100% project success and the best customer experience with your company. - Outstanding customer support.
Full cycle of software support including Mac OS, Windows OS as well as Android and iOS. We always go over the top and that's the main reason we offer an exceptional service for the Internet of Things too. - Quality and Customer Experience Consulting.
We commit to providing our partners with Customer Services Quality Assurance expertise and Customer Experience Development. - Compliance and Business Improvement advisory
Maintain your brand to the highest standards every step of the way. - Comprehensive analytics all over the way.
Connect the technology, business value and, of course, quality assurance to better understand your customers' needs as well as to drive changes in their lives.
headquarters
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Unit No: 3005-D6, Swiss Tower, Plot No: JLT-PH2-Y3A, Jumeirah Lakes TowersDubai, 309057United Arab Emirates
Focus
Portfolio
Slimware Utilitise, Nord VPN, Identity Force, Upclick (Avanquest) and many more
About Clario
Clario Tech DMCC, a consumer-focused cybersecurity company on a mission to change industry.
Values we preach:
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We put the customer at the heart of everything we do
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We achieve our best together
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We take responsibility
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We create a difference
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We challenge our limits
Our Offices
We are happy to spread those values over the new partnerships we acquire and achieve our best together with new clients.
Clario Tech DMCC is not just an average company, it is a family
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6 offices in Ukraine
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over 600 passionate professionals
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more than 5 years of experience in multiple domains
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Wide range of BPO experience over the USA and Europe
Once becoming a client you’ll become a family member.
24/7 Technical Support Outsourcing
Clario Tech DMCC offers 24/7 Omnichannel customer support. We have over 5 years of experience in the customer support domain and the constantly growing expertise of our employees.
Support Professions to your service:
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Tier 1 & 2 of Tech Support via Omnichannel
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Helpdesk
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Billing department
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Internal Technical Coaching
Main Support Activities:
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Tech Request Resolution (individual requests fix and complex fix procedure for OS: Mac & Windows, iOS)
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Customer Onboarding process
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Software and Application Support (own product and BPO products)
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Remote Computer Diagnostics and Support
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IoT Support
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Security and Privacy requests handling
Clario Tech DMCC constantly aligns Support Quality to industry benchmark norms in order to stay competitive on the market and support hight quality service brand.
Key Performance Indicators which prove out alignment to industry norms:
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FCR - 95 %
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CRR - 95%
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SAT - 90 %
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CES - 90 %
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RR - 6 %
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Compliance Score - 99%
Quality of Technical Support is constantly monitored and improved by internal Quality Assurance forces.
Quality Assurance Outsource
Clario Tech DMCC has its own Quality Assurance department specialized in Call Centre and Customer Support Quality Assessment and Control. We are proud to announce that the Quality Assurance department helps us to keep Benchmark Portal award as Top Rated Call Center, AppEsteem Certification as Customer Services provided, and many.
Quality Monitoring Activities we outsource:
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Direct-to customer communication check-up
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Scripts and templates revision
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CXS process management
Quality Control Activities we outsource:
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QA scorecard setup
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Quality Assurance process from a scratch set up
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Quality Assurance process redesign based on industry demand
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Quality Assurance process using our resources
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Workshops and training for employees
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Preparing to AE certification & GDPR
Key Success Metrics which prove out alignment to industry norms:
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Average Agent Quality Score - up to 97.69%
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Average Agent Compliance Score - up to 97.74%
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Average Agent Performance Improvement - +7.8 %
We cherish Quality of our customer services as it is directly related to our competitive standpoint and brand in the eyes of consumers.
Sales Process Outsourcing
Clario Tech DMCC has huge experience in B2C sales cycle management, proven by multiple partnerships.
Main Sales Activities we outsource:
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Omnichannel Sales Process
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Direct Sales Process set up (over in-app, web-chat)
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Sales Process from a scratch development
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Set up up-sell, cross-sell & upgrade processes & strategies
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Customer Onboarding and Activation
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Consulting and education on Sales Success Tactics
Key Performance Indicators which prove out alignment to industry norms:
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Contact Rate - up to 45%
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Post Launch Conversion Rate - 20-25 % and more
Quality of Sales Servicing constantly monitored and improved by internal Quality Assurance forces.
Compliance and Business Consulting Services
Clario Tech DMCC offers Compliance expertise activities provided by our experts such as:
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Internal policies legal adjustment
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GDPR compliance
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FTC compliance
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TCPA compliance
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Anti-spam laws
Clario Tech DMCC offers Business Consulting activities provided by our experts such as:
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Business stats and metrics analysis
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Refunds and chargebacks analysis
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Market analysis
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Risk management
We care about our customers and partners and want them to have a competitive experience and up to market requirements. The best way for us is to grow constantly together with our partners and clients. That’s why we use the latest technology and business development techniques to drive changes.
We Are Clario
Let's become partners!
Reviews
the project
Customer & Product Support for Business Dev Agency
"We optimized expenses on customer services with them and reached a significant reduction."
the reviewer
the review
The client submitted this review online.
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.
the project
Product Resale for Identity Theft Protection Company
“Their consistency stands out. We don’t see peaks and valleys in their performance.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
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.
the project
Product Support for Cloud Storage & Computing Startup
"They've grasped the product idea from the very start and helped us to set up all the product support process."
the reviewer
the review
The client submitted this review online.
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?
- portfolio review and experience records validation
- explanation of the products growth and business needs we would love to achieve in terms of development strategy
- 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:
- FCR - 97 %
- CRR - 95%
- SAT - 92 %
- 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
the project
Call Center Services for IT Company
"Their expertise speaks for them."
the reviewer
the review
The client submitted this review online.
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.
With Clario Tech DMCC's help, the companies have overachieved their profit markers by 27%. Clario Tech DMCC's team fully manages its business processes, providing business growth optimization plans and real-time analytics.