Contio.tech

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of a research company 

Describe what your company does in a single sentence.

Contract research organization, which provides solutions for pharma and diagnostics companies, including consulting, cancer models development, and various assays for drug development.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Contio.tech to accomplish?

• Bilingual customer support to improve user experience.

SOLUTION

How did you find Contio.tech?

Online Search

Why did you select Contio.tech over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Contio.tech were assigned to this project?

2-5 Employees

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

Contio.tech has been engaged to provide bilingual customer support across email and phone channels, focusing on delivering high-quality assistance in both Spanish and English. The project has aimed to enhance communication with our diverse customer base while ensuring accuracy and professionalism in handling sensitive health-related inquiries. Key deliverables included:

• Contio.tech has provided 24/7 customer service, handling queries in both Spanish and English. This ensured that our clients received timely and accurate responses, regardless of their language preference.
• The team was responsible for managing all incoming emails and phone inquiries related to diagnostic procedures, test results, and general support, ensuring that clients received precise and detailed information.
• Contio.tech implemented quality control measures to ensure that customer interactions were handled with care, providing consistent and compliant responses while maintaining the confidentiality of patient data.
• The team underwent extensive training to understand the diagnostic services and procedure, enabling them to address inquiries accurately. Contio.tech also assisted in developing a comprehensive knowledge base for future reference.

By providing these services, Contio.tech helped us maintain a high standard of customer service, ultimately improving client satisfaction and ensuring smooth communication between the laboratory and its patients

RESULTS & FEEDBACK

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

• A 20% increase in customer satisfaction scores, reflecting improved communication and support in both Spanish and English.
• A 18 % reduction in average response times for both email and phone inquiries, resulting in quicker resolutions for customer issues.
• 24/7 bilingual support led to a 25% rise in the overall service availability, ensuring that clients could access support at any time, regardless of language.

These outcomes have demonstrated significant progress in enhancing the quality, speed, and accessibility of customer support.

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

The project management for the collaboration between Contio.tech and us has been efficient and highly organized. All deliverables have been consistently met on time, with Contio.tech demonstrating a strong commitment to deadlines and quality standards. Contio.tech's responsiveness to our needs has been excellent. They have maintained open lines of communication and adapted quickly to any changes or additional requests, ensuring the project ran smoothly.

What was your primary form of communication with Contio.tech?

• Virtual Meeting
• Email or Messaging App

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

The most impressive fact about Contio.tech is their commitment to quality. Before the start of the project, Conio.tech implemented a training program for their staff to make sure that employees were knowledgeable about the information they would be working with and were sensitive to the privacy of medical information.  Even when some issues arose during the project, Contio.tech made sure to quickly take care of it and adjust operations to improve performance. 

Are there any areas for improvement or something Contio.tech could have done differently?

No, Contio.tech has been demonstrating excellent performance during this project. 

BACKGROUND

Please describe your company and position.

I am the EVP of Sales of PRO Ics

Describe what your company does in a single sentence.

Is a telecommunication Aggregator for both voice and SMS. With more than 500 interconnections, ICS LLC leads the market for the great quality of services that we can provide.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Contio.tech to accomplish?

• multilingual customer support to improve user experience
• content moderation and compliance with telecom regulations

SOLUTION

How did you find Contio.tech?

Online Search

Why did you select Contio.tech over others?

Pricing fit our budget

How many teammates from Contio.tech were assigned to this project?

2-5 Employees

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

Pro ICS hired Contio.tech to enhance company’s platform by providing comprehensive content moderation, regulatory compliance support, and multilingual customer service.

This was achieved through content moderation on the company’s website, compliance with telecom- specific regulatory guidelines, and continuous monitoring as well as ensuring compliance with international standards.

Contio.tech provided 24/7 customer service in eight languages, addressing user inquiries and providing technical support, which improved overall user satisfaction and engagement. Through collaborative efforts with Contio,tech, Pro ICS achieved improved compliance, enhanced user safety, and a stronger global customer experience.

RESULTS & FEEDBACK

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

1. Content compliance rate: a 98% adherence to telecom industry regulations, ensuring safe and compliant content across the platform.
2. Improved customer satisfaction: customer support response times improved by 25%, leading to a 15% increase in user satisfaction and engagement across multilingual channels.
3. Global expansion support: multilingual support enabled Pro ICS to expand its user base by 15% in new international markets, ensuring consistent user experience across regions.

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

The project management between Contio.tech and Pro ICS was highly effective, with all key deliverables consistently met on time.

Contio.tech demonstrated strong organization and adherence to project timelines, ensuring that content moderation, compliance support, and multilingual customer service were seamlessly integrated into Pro ICS's operations.

What was your primary form of communication with Contio.tech?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about Contio.tech was their commitment to quality and responsiveness. Their ability to quickly adapt to our needs, provide exceptional multilingual support, and ensure regulatory compliance with precision was truly impressive.

They demonstrated deep expertise, proactive communication, and a results-driven approach throughout the project.

Are there any areas for improvement or something Contio.tech could have done differently?

While Contio.tech delivered excellent results, one area for potential improvement could be further streamlining communication channels to ensure even faster response times during peak periods.

Additionally, expanding their proactive insights into potential regulatory changes could enhance long-term compliance strategies for clients in highly regulated industries like telecom.

BACKGROUND

Please describe your company and position.

 I am the Systems Engineer of an intellectual property boutique.

Describe what your company does in a single sentence.

We're a full scope IP boutique committed to the highest service and ethical standards and having a team of experienced professionals offering creative solutions to achieve clients’ business goals using Intellectual Property.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Contio.tech to accomplish?

• content review
• customer support

SOLUTION

How did you find Contio.tech?

Referral

Why did you select Contio.tech over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Contio.tech were assigned to this project?

6-10 Employees

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

Contio.tech has ensured that online content related to intellectual property, such as client communications or public-facing information, is accurate, legally compliant, and free from any infringing material. The team has been monitoring and managing online platforms for any counterfeit products or IP infringements, ensuring the firm's reputation is protected and legal standards are maintained.

Contio.tech has been helping us with the ongoing monitoring and compliance with evolving data protection regulations and advertising law, reducing the risk of legal disputes.

RESULTS & FEEDBACK

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

1. Achieving a 98%+ accuracy rate in reviewing IP documentation and data labeling for our cases, ensuring that errors are minimized. 
2. A 30% reduction in costs per case handled, compared to traditional support services. 
3. Our company can manage a 50% increase in its caseload without additional in-house staffing, Thanks to Contio's scalable support solutions. 
4. The ability to handle multiple complex cases simultaneously without comprising on quality. 
5. Ensuring all processes, particularly in data protection and anti-counterfeiting, meet regulatory requirements, with zero compliance breaches.

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

Contio.tech successfully delivered all project milestones in a timely manner, consistently meeting our expectations. Contio.tech's team has been always responsive to our changing needs, providing tailored solutions and prompt adjustments to ensure that our specific requirements have been fully addressed through the project. We have developed a strong partnership with Contio.tech.

What was your primary form of communication with Contio.tech?

• Virtual Meeting
• Email or Messaging App

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

What stood out as most impressive about Contio.tech in this project is their ability to adapt quickly to our specialized needs. Contio.tech's flexibility and deep understanding of regulatory nuances enabled them to provide customized support that seamlessly integrated with our existing processes. The team's commitment to quality, their expertise in content review and data protection, ensured that high standards have been consistently met.

Are there any areas for improvement or something Contio.tech could have done differently?

Although contio.tech has been delivering outstanding results for our project, one area for potential improvement could be an expansion of their specialized training program for their team. While their current training ensures a high level of expertise, introducing more tailored solutions focusing on specific areas of intellectual property could further enhance team's ability to adress complex issues more quickly. This would add even more value to our collaboration with Contio.tech.