Helpt

BACKGROUND

Please describe your company and position.

I am the EVP of Operations of a POS software firm.

Describe what your company does in a single sentence.

We are a Point of Sale software provider

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Helpt to accomplish?

• To cover after hours non-emergency support calls and forward actual emergencies to our team

SOLUTION

How did you find Helpt?

Referral

Why did you select Helpt over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Helpt were assigned to this project?

2-5 Employees

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

Our company offers 24/7 emegency supoprt in addition to general inquiries and training during business hours M-F. Helpt began to cover 7:30 pm - 6 am for us seven days a week.

RESULTS & FEEDBACK

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

Helpt has successfully screened after hours calls and let customers know that non-emergencies will be responded to during business hours. 90% of the calls that would come to us are now stopping with Helpt, while enabling our employees to handle the true emergency calls

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

The implementation was easy. They had a series of questions that they asked about how we wanted them to respond to customers and our escalation policy. They took it from there and adjust as we feel is necessary.

What was your primary form of communication with Helpt?

• Virtual Meeting
• Email or Messaging App

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

The staff is well-trained and everyone I speak with is friendly and genuinely seems to want the best outcome for us. Calls are answered promptly, and they're very good about submitting the ticket to our system ASAP, whether it was an emergency call or not.

Are there any areas for improvement or something Helpt could have done differently?

None come to mind, our experience has been A+.