ISO certified global company with 18000+ customers
Flatworld Solutions is a pioneer outsourcing services company with 18000+ customers across 167 countries. Flatworld has offices in US, India, UK and the 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.
headquarters
other locations
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Lucita Building Lapu Lapu Cr. Sobrecarey StreetDavao City, DSU 8000Philippines
Focus
Portfolio
MSN, Korchina, Fujitsu, Yale School of Management, Maximus, Alcon, ARI, Rogers, Redwood E-learning, Medversant, Loomis, Dmagazine, Eraid, Userlytics, International Career Institute, Forno Bravo, Magnetic, Enpevita
Reviews
the project
Call Center Services for Marketing & Advertising Firm
“Flatworld Solutions will do a phenomenal job of training replacement resources.”
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 founder of lobbyTV, a digital signage solutions provider.
What challenge were you trying to address with Flatworld Solutions?
They provided call-center and level-one support for our commercial product. Previously, we had all our support in our Dallas office, but it was expensive, so we decided to outsource to India.
What was the scope of their involvement?
We trained Flatworld Solutions staff on how to use our support CRM, which is based on HubSpot. They created tickets and handled most things by themselves, such as troubleshooting and basic support with our customers. The issues that are more technical and require level-two support are passed on to the US. We have support procedures for them.
What is the team composition?
We used to have two support professionals on their team, but we just have one now because the need for support has gone down due to COVID-19. I normally talked to their project manager.
How did you come to work with Flatworld Solutions?
It was a referral from one of my other vendors.
How much have you invested with them?
The cost so far has been $60,000–$70,000.
What is the status of this engagement?
We started working with Flatworld Solutions around May 2019 and it’s ongoing. The only parts we’re running in-house are level-two support and marketing.
What evidence can you share that demonstrates the impact of the engagement?
I get weekly updates on how many calls they made and what the efficiency was. Flatworld Solutions is pretty good. Otherwise, I wouldn’t have continued working with them for two years.
How did Flatworld Solutions perform from a project management standpoint?
The Flatworld Solutions team is super responsive.
What did you find most impressive about them?
They have backup resources in case one of their support people can’t make it to the office. That’s phenomenal, given their low cost of operations. I’m using only one resource, so if that person gets sick, my support is down. Flatworld Solutions can put in someone else to handle the calls within half an hour. We had no interruptions during COVID-19.
Are there any areas they could improve?
I haven’t come across anything they could improve.
Do you have any advice for future clients of theirs?
Initial training is very important, and the client needs to have patience to do this, especially on the customer support side. After that, Flatworld Solutions will do a phenomenal job of training replacement resources. They have a nice process for that.
the project
Live Answering & Customer Services for Products Business
"They have gone above and beyond to make our customers happy."
the reviewer
the review
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.
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.
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.
the project
Claims Processing Services for Healthcare Company
"They have a great process and are efficient."
the reviewer
the review
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.
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.
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
the project
Inbound Appointment Scheduling for Technology Service
"They save us a lot more time and money."
the reviewer
the review
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.
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.
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.
the project
Call Reception Service for Manufacturing Company
"Their service is very attractive and necessary for its low costs."
the reviewer
the review
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.
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.
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.
Flatworld Solutions has done an excellent and efficient job increasing the number of calls for the client. They also offer other resources to complement their services and have an effective time management system that gives them the ability to solve problems within half an hour.