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Outsourced professional services

5.0
4 reviews

Flatworld Solutions is a diversified outsourcing services company with more than 9000 customers across 46 countries, offering over 20 professional services. Headquartered in Bangalore, India, Flatworld has offices in US, UK and Philippines. Our USP is the unique delivery model of choosing the most efficient locations around the world to satisfy the requirements of our global customers at the best possible price. 
 

 
Undisclosed
 
< $25 / hr
 
1,000 - 9,999
 Founded
2006
Show all +
Bangalore, India
headquarters
  • No.6, Banaswadi Main Road, Dodda Banaswadi
    Bangalore 560 043
    India
    91.80.4269.2727
other locations
  • Corporate Court, #15, Infantry Road
    Bangalore 560 001
    India
  • 116 Village Blvd, Suite 200
    Princeton, NJ 08540
    United States
  • Lucita Building Lapu Lapu Cr. Sobrecarey Street
    Davao City 8000
    Philippines

Reviews

5.0
4 reviews
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Live Answering & Customer Services for Products Business

"They have gone above and beyond to make our customers happy."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
Jan. 2012 - Ongoing
The Reviewer
 
1001-10,000 Employees
 
San Jose, California
Customer Service Director, Products Business
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

We needed a company our customers could call and speak with live agents who could handle any of their needs. We previously handled this ourselves, but as the business grew we needed to look for more cost-effective solutions.

How many inbound calls did your company handle every day?

We were handling about 75% of the inbound call volume.

What challenge were you trying to address with the service provider?

Our main goals were to reduce company costs and to improve the customer service and response times.

SOLUTION

What was the scope of the service provider's involvement?

Flatworld Solutions is our front line to our customers. They make our clients feel comfortable and more inclined to keep doing business with us. Their professionalism is the biggest service they provide us.

Could you describe the pricing structure and how they billed you?

We are billed on a monthly basis and it is based on the monthly call volumes.

How did you come to work with this service provider?

We researched a wide range of order processing professionals, which involved detailed background checks and customer satisfaction ratings. We conducted lengthy interviews with each prospected service provider before making our decision to go with Flatworld Solutions.

How would you assess the service provider for answering calls, customer service, and communication?

We keep track of their success and failure calls. They have a 98% customer satisfaction rating in a study we did with our customers. The highest individual rating within the entire study was their communication, which we had made a high priority when we first hired them.

How much time and money does this service provider save you each month?

We estimate they save us about 40 hours of manpower and $150,000 a month in savings.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They have gone above and beyond to make our customers happy. On one such occasion, Flatworld Solutions saved a customer 50% of the cost of a product because they took the time to figure out there needs and get them all the discounts they could.

What are the service provider's strengths?

Their dedication to making their customers, like us, as successful as possible. They excel at communication with their customers, to ensure their experience is as pleasant as possible.

What areas can the service provider improve?

They could use some help in the technical aspects of their services.

How long has your company been working with this service provider?

We started working with them in January of 2012, and continue to use their services.

How much money do you spend annually with this service provider?

We've been spending around $200,000 to $999,999.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Claims Processing Services for Healthcare Company

"They have a great process and are efficient."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
2014 - Ongoing
The Reviewer
 
11-50 Employees
 
Seymour, Indiana
Manager, Healthcare Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you use to handle these needs in-house?

We did do this in-house, however we added an additional provider and felt that a faster process would benefit everyone.

What types of work can your internal staff avoid by utilizing a back office service?

They decreased our payroll by 10 hours per week.

What challenge were you trying to address with the service provider?

They mostly give us less stress.

SOLUTION

What was the scope of the service provider's involvement?

They give us medical billing, insurance claims and Medicaid claims work.

Could you describe the service provider's pricing structure and how they billed you?

They bill daily.

How did you come to work with this service provider?

We had a prior relationship.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They have a faster turnaround time.

How much time and money does this service provider save you each month?

They save us $500-$750 per month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They have a great process and are efficient.

What are the service provider's strengths?

The support.

What areas can the service provider improve?

There should be less updates and glitches.

How long has your company been working with this service provider?

It's been three years.

How much money do you spend annually with this service provider?

Confidential

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Inbound Appointment Scheduling for Technology Service

"They save us a lot more time and money."

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5.0

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Aug. 2015 - Ongoing
The Reviewer
 
51-200 Employees
 
Jefferson City, Missouri
IT Manager, Technology Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

For a firm, it's a must to have inbound services. It provides varioous forms of support to your customers by telephone.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

They come in all the time, so we found the service pretty essential to our business.

What challenge were you trying to address with the service provider?

We wanted to better support our customers.

SOLUTION

What was the scope of the service provider's involvement?

They support us by supporting our customers over the phone.

Could you describe the pricing structure and how they billed you?

I prefer not to answer.

How did you come to work with this service provider?

Our head director decided.

How would you assess the service provider for answering calls, customer service, and communication?

Yes, they are really quick in terms of communication and support.

How much time, in hours, does this service provider save you each month?

They save us a lot more time and money.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It has been a great experience.

What are the service provider's strengths?

Overall, they provide a great service.

How can the service provider improve?

None that I can think of.

How long has your company been working with this service provider?

Since 2015 and it's ongoing.

How much money do you spend annually with this service provider?

I prefer not to answer.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Call Reception Service for Manufacturing Company

"Their service is very attractive and necessary for its low costs."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000,000+
 
2015 - Ongoing
The Reviewer
 
1,001-10,000 Employees
 
Edison, New Jersey
Director of IT, Manufacturing Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Flatworld Solutions' service is very attractive and necessary for its low costs. It is very useful.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We handle more than 5,000 incoming calls a day.

What challenge were you trying to address with the service provider?

Our goal was to have a perfect, comfortable solution.

SOLUTION

What was the scope of the service provider's involvement?

They provide a call reception service.

Could you describe the pricing structure and how they billed you?

We cannot provide that information.

How did you come to work with this service provider?

We found them through an internet search.

How would you assess the service provider for answering calls, customer service, and communication?

N/A.

How much time, in hours, does this service provider save you each month?

They take on about 15% of our time.

How much money does this service provider save you each month?

This is confidential.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

The primary advantage is the time we can now use in productive processes in the organization.

What are the service provider's strengths?

Their strength is the breadth of services they can provide.

How can the service provider improve?

I do not know since, they are quite competent.

How long has your company been working with this service provider?

2015 - Ongoing.

How much money do you spend annually with this service provider?

More than $10,000,000.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer