What evidence can you share that demonstrates the impact of the engagement?
I would say the success has been on all fronts. When we began the engagement, we weren’t sure how well that an operation in Kiev, Ukraine would understand the US healthcare space; however, we’ve evolved in such a way that today, they can take a topic and research it without any handholding.
We envisioned being one group, and we’ve achieved that. We’re constantly working together and thinking of ways that we can expand the relationship. For instance, we approached them about CRM administration, which isn’t a core competency of ours but is very important to our business. We asked if they’d be able to find a candidate who could teach us best uses and practices, and they were able to. Helpware helps us in areas we don’t know much about. It’s been a beneficial relationship.
How did Helpware perform from a project management standpoint?
I mostly oversee the CRM administration side, while my team’s analysts are in daily communication with the research group. We use email, phone, Slack, and Zoom to communicate. We try to stay connected with teleconferencing. I have bi-weekly calls with managers and upper-level management.
We utilize a model where their analysts and administrators run the same schedule that we do. They’re six hours ahead of us, so we augment that. We’ve been tweaking that model to not only see what’s best for our group here in the US, but also what’s best for morale in Ukraine. That plan has evolved over time.
What did you find most impressive about them?
What’s been impressive is their desire to become better and make us better. They’re always looking for improvements and ways to refine the process that we have or could have in place. We’re evolving together and have been since the inception of our relationship.
Are there any areas they could improve?
I don’t think so. I think they’d probably be harder on themselves than we would. This isn’t a stagnant relationship, where we go off for two weeks and then come back; Helpware is a part of our team on a daily basis, and we’re in constant contact. For what we were looking for in a partner, they’ve exceeded expectations.
Any advice for potential customers?
Develop a game plan and be open to what motivates remote staff. Also, be upfront about what you’re looking for or what you think you’re looking for. Helpware has identified those areas for us.
Overall customer service from the brand has increased, with resolution times down to under an hour. Helpware establishes an effective workflow through clear and open communication. The team operates independently and provides high-quality support.