Enshored

Introduce your business and what you do there.

I’m the head of customer support at a corporate travel management platform.

What challenge were you trying to address with Enshored?

We needed support with customer service that was less expensive than resources in the US.

What was the scope of their involvement?

Currently, Enshored provides 20 support agents who help us with technical support and travel inquiries. At one point, we worked with 40 agents from Enshored.

What is the team composition?

We work with several managers and agents of different seniority levels.

How did you come to work with Enshored?

Our CEO found Enshored through their professional network.

How much have you invested with them?

We spend between $25,000–$50,000 a month with Enshored.

What is the status of this engagement?

We started with Enshored in August 2019.

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

We review how many tickets their agents process and our customer satisfaction score, which is a response to Enshored’s services. Our satisfaction rate’s driven by them. They offer quality agents.

How did Enshored perform from a project management standpoint?

Their team’s managing agents are well trained. They try to make customers happy not only internally but also externally. Their team was able to run many reports and initiatives with me.

What did you find most impressive about them?

Their agents have good work ethics. They are knowledgeable and treat their employees well.

Are there any areas they could improve?

It would be good if they could look more closely into agents’ productivity.

Do you have any advice for potential customers?

It would be helpful to get more involved with the team and set the right expectations.

Please describe your company and your position there.

Venture Scanner is a research company. We study emerging technology startups, create insights, and sell that to corporations. I am a co-founder and Chief Research Officer.

For what projects/services did your company hire Enshored?

Our company is a small team, and we were hitting bandwidth constraints in innovating while trying to maintain our business. We hired Enshored to take well-understood tasks of our hand so the core team could develop new revenue drivers.

What were your goals for this project?

To rapidly create the marketing and research content we needed, while maintaining a high level of quality and professionalism in the end result.

How did you select this vendor?

We went through a rigorous review process of dozens of vendors in many different fields. Our selection of Enshored was the result of that process.

Describe the project in detail.

The project is multi-faceted and continuously evolving. We have the Enshored team create a variety of marketing content for us, drawing information from Excel and flowing that into PowerPoint presentations. They also do research tasks for us, where they review a list of companies, determine what the company does, and share that information with the team.

What was the team composition?

We were connected with a Project Manager who worked with us to define our tasks and expectations. Then, a full time person was hired to execute the various tasks. On a day-to-day basis we task the hire directly. We are in the process of hiring an additional full time support.

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

Enshored has continuously impressed me. They complete work very quickly and with a high degree of quality. They are able to take feedback and integrate that into future work. We have developed new tasks to challenge them, and they have succeeded.

How effective was the workflow between your team and theirs?

The workflow is very effective. We use email and shared documents to communicate and delivery project output. They also provide a weekly summary of where the hours have been allocated per task.

What did you find most impressive about this company?

Their ability to take on new challenges and work their way down the learning curve sets them apart.

Are there any areas for improvement?

No

Introduce your business and what you do there.

I'm in charge of customer success at a consumer electronics company.

What challenge were you trying to address with Enshored ?

When we first hired them, we were a small but growing presence in North America, and I needed to quickly onboard a support team.

What was the scope of their involvement?

I hired Enshored to be our front-line customer support agents for phone, email, and chat. They provide technical support and now sales support. They were super accommodating and I was able to get them trained and up to speed in just a couple of weeks and it was great. They allowed me to start off small and grow with them.

What is the team composition?

I started off with contact with their owner, and two other managers. We started off with five agents, and we were able to scale up as our needs grew. Now we're up to 30 agents and three support personnel who manage the team there.

How did you come to work with Enshored?

After interacting with 6-7 other teams, I liked their ability to offer a small team, their availability to use my technology, and I had good rapport with their CEO and team captain. They knew where we are and seemed like a smart team that could get up to speed quickly.

What is the status of this engagement?

We began working together in June 2017, and our engagement is ongoing.

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

We rate the quality of our support with feedback from about 10,000 people per month. When we sent out a customer satisfaction survey, they've improved every quarter on their customer satisfaction rating. Response times have also improved; I think it's attributed to their strong management team in Manila. We save money and our quality has gone up. They also don't have high turnover and keep their employees happy, which keeps us happy.

How did Enshored perform from a project management standpoint?

Initially, all I asked them to do is respond to customer email inquiries. They've fully taken it upon themselves to suggest projects to do, to do product testing, write support articles or even videos. I can't complain. We're on Slack every day, so we're in constant communication. We have a weekly meeting with them too, and about once every six months I go to Manila to say hello and to do training.

What did you find most impressive about them?

I think their longevity is amazing. I've worked with call centers before, and all of a sudden, your team turns-over every three months; then you need to train everyone again and the quality goes down. At Enshored, they treat their employees well. They recently had a big Halloween party, everyone was dressed up and having fun, and they had performance awards. It’s clear people want to work with Enshored, which makes life easier for me.

Are there any areas they could improve?

No, I don't think so. They're a growing company and have gotten 6-7 times bigger since I began working together and there have been rocky things at the start, but they've pounded out the kinks in the process. They made improvements along the way and I'm pretty happy with them.

Do you have any advice for potential customers?

My advice is to stay in daily contact with them. Partly because they like it too, and they want to learn. Daily management and not just meetings are important. Going to visit them is also important, you'd be impressed with the team and the people they hire.