Enshored

Introduce your business and what you do there.

I’m an executive at a SaaS company that sells a program for appointment booking and scheduling. I run our internal and external operations teams.

What challenge were you trying to address with Enshored?

We wanted to provide our customers with 24/7 support, which was difficult to provide in the UK. We wanted a cost-effective but efficient solution for our global customers. Enshored was already providing evening support, so we expanded their scope of work to fit our needs. 

What was the scope of their involvement?

Enshored provides us with ongoing customer service support via a chatbot for our self-serve customers, although they’re starting to provide it to our enterprise customers as well. They also help with onboarding. 

Our software is constantly upgrading, so although we’ve done an initial training with their team, we retrain them whenever there is a software upgrade. Specifically, we retrain their team leads; they go on to provide training to the rest of the team. We expect their support to expand as our partnership grows. 

What is the team composition?

We work with about 8 support personnel, a quality manager, and two team leads. 

How did you come to work with Enshored?

We were referred to Enshored — their CEO connected with us because of their Scottish background. 

How much have you invested with them?

We invest around £40,000 (approximately $46,000 USD) with Enshored. 

What is the status of this engagement?

Our ongoing partnership began in February 2019. 

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

The services Enshored provides are absolutely excellent. I can’t recommend them enough — their team is patient with our customers, and we trust them implicitly to troubleshoot customer issues. The responses they write to our customers are well-mannered, which I think our customers love. 

How did Enshored perform from a project management standpoint?

We have clear and open communication with Enshored’s team. 

What did you find most impressive about them?

Their commitment to never disrupting the service they provide, even during major weather events, is incredible. Their team is flexible and constantly adapts to what we need. We’d love to expand the partnership with them and use them for phone support. 

Are there any areas they could improve?

It would be great if Enshored could provide more services for us to use. However, I believe they’re already working on expanding their service lines as they work to open a new office in Lisbon, Portugal. 

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.

Introduce your business and what you do there.

I’m the founder of pelotonRPM. We do video-based trainings for HR and sales enablement.

What challenge were you trying to address with Enshored?

We do a lot of video-based work, so we were looking for a scalable way to process our videos.

What was the scope of their involvement?

We send them raw video, and their team will edit out certain segments or dead air. They’ll put in an intro and an outro. After those edits, they’ll upload it to our hosting provider.

What is the team composition?

We have one point of contact.

How did you come to work with Enshored?

I met Ian (CEO) eight years ago. I’ve been following their process from the beginning.

How much have you invested with them?

We’ve spent between $10,000–$25,000.

What is the status of this engagement?

Our engagement started in January 2018.

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

Their work has had a tremendous impact on our business. We’re a small team, so bandwidth constraints are always an issue. They save us so much time not having to do this ourselves. We can share the video clips, and we will have the results the next day.

Their video quality has always been very good. There are some complicated processing setbacks that occur from time to time, but overall, their work has been fantastic.

How did Enshored perform from a project management standpoint?

We work with them daily. A lot of our communication is through Slack. We upload the files to them and then shoot them back our way. We might’ve had a SweetProcess resource set up, so they can refer back to that.

I’ve never had a complaint about deadlines.

What did you find most impressive about them?

Their team is reliable and dependable. The fact that we don’t have to worry about this makes all of the difference.

Are there any areas they could improve?

It’s hard to think of any hiccups we’ve had. Nothing comes to mind.

Do you have any advice for potential customers?

Structuring our communication early on was the key to success. Being clear with these expectations right out of the gate and documenting as best as you can help everyone.

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.

Introduce your business and what you do there.

I’m the chief of staff and head of operations at a fintech firm that operates an online marketplace for buying and selling companies. 

What challenge were you trying to address with Enshored?

We wanted to either automate some of our manual tasks or to enrich our team by supporting them with better data sets. Our team hired Enshored to help us do both of those. Their team also helped us support our clients around our backend functions. That way, our clients could use our product better without us supporting them directly. 

What was the scope of their involvement?

We work with Enshored on 12–15 ongoing projects on a daily or weekly basis. Our team doesn’t direct them; they simply function on an ongoing basis. We have a wide range of projects with them. One example of such a project is scraping website data for either prospect customers or existing clients. Enshored provides a handful of data points that we then put into our CRM. The team gathers data from those sources and other venues across the web to make our data-related products more valuable to our customers. 

Enshored also helps us in backend automation processes. Instead of clients having to use the product directly, the Enshored team uses it on their behalf. As a result, our customers don’t have to deal with the platform by themselves. 

What is the team composition?

I work with a project manager and a lead execution officer, along with two analysts that work under the execution person. 

How did you come to work with Enshored?

Our company was already working with Enshored when I joined it. I inherited the relationship from our past operations head. From there, I never had any reason to look elsewhere. They were easy to work with and capable, and the team was concerned about quality. They knew how to be serious about the projects, plus their resources were personable. As a result, I decided to continue engaging with them. 

How much have you invested with them?

We spend around $65,000–$70,000 per year. In total, we’ve invested around $500,000 in their services. 

What is the status of this engagement?

Our engagement with them started in January 2016, and it’s ongoing. 

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

If we compare their services with internal hires, Enshored saves us around $2 million. In terms of KPIs, they support 20% of our deal flow. 

How did Enshored perform from a project management standpoint?

Enshored’s project management is phenomenal. I have no qualms about their performance and communication. In terms of tools, we use spreadsheets and PowerPoint presentations. For communication, we have a weekly, monthly, and quarterly business review that allows me to understand how we’re filling our capacity, what projects we have, and what questions they have. 

What did you find most impressive about them?

They have consistency, and their communication skills and obsession over quality are impressive. Their services are truly convenient, and working with their team is easy. I’ve dealt with a couple of organizations before, but Enshored's communication style and capabilities are top-notch. Moreover, they have good internal processes. Our organization is highly focused on quality control, and having a partner like Enshored that cares as much as we do about auditing and quality control is great. 

Are there any areas they could improve?

They can ask me for more help. Enshored likes doing everything by themselves, which is great for the majority of the time. However, I’m more willing to help them think through different processes than they ask. 

Do you have any advice for potential customers?

Be communicative and explicit with your needs. Push the envelope when assigning Enshored to areas where they must use their own judgment. In our engagement, I’ve been a little slow in giving them harder tasks. However, every time I do it, they overdeliver.