A BETTER KIND OF OUTSOURCING.

GOLD VERIFIED

Helpware builds customized teams in Customer Service and Back Office for industry leading startups and modern companies. With offices in Irvine, Lexington, Kyiv, Manila, Guadalajara and Berlin, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.

Helpware is a company taking a modern approach to the outsourcing industry.

 

We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better.

With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.

 
$5,000+
 
< $25 / hr
 
250 - 999
 Founded
2015
Show all +
Irvine, CA
headquarters
  • 5151 California Ave., Suite 180
    Irvine, CA 92617
    United States
other locations
  • 10-A Naberezhno-Khreshchatytska street
    Kyiv 04070
    Ukraine
  • 20th floor, Picadilly Star, 4th ave
    Manila 1636
    Philippines
  • Av. De Las Americas 1254, 16th Floor
    Guadalajara, JAL 44610
    Mexico
  • Potsdamer Platz - Kemperplatz 1
    Berlin 10785
    Germany

Portfolio

Key clients: 

Zendesk, Google, Cisco, Universal Studios, Mindbody, Headspace, Purecars, Jamcity, Fame House, Kissmetrics, Sport Logiq, and many more!  

Reviews

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Support Program Dev for Volunteer Computer Software Startup

"Helpware has a great track record of working with startups."

Quality: 
5.0
Schedule: 
3.5
Cost: 
3.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Mar. 2020 - Ongoing
Project summary: 

Helpware is working on customer support services and establishing a 3-tier customer support program that supports users and provides quick feedback.

The Reviewer
 
11-50 Employees
 
Lawrence, Kansas
Volunteer, Computer Software Company
 
Verified
The Review
Feedback summary: 

Helpware's work has contributed to continuous improvement since the project began. The clarity of roles and communication was low in the beginning but has improved, finding a good working model.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Our team is on a mission to help communities reopen responsibly during the COVID-19 pandemic without compromising privacy.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

Primary Customer Support Services.

What were your goals for this project?

Establish a Tier 1-3 Customer Support Program that supports users and provides quick feedback to our company.

SOLUTION

How did you select Helpware?

We reviewed several 3rd Party BPO options using an RFP format. Helpware was 1 of 2 of the finalists before we selected Helpware as the partner of choice.

Describe the project in detail.

With our app, anonymously check symptoms and receive clear guidance for you. Feel confident that the places you need to go are accessible to you and follow public health guidelines. Generate a pass to get in quickly without sharing personal health data. The app is designed to help communities reopen responsibly.

What was the team composition?

Our company is a volunteer Non-Profit Startup with about 20 Full Time Volunteers and a large handful of part time volunteers.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

With Helpware's support we've established live Tier 1 Customer Support across email and chat channels. We've been constantly improving the Support Model since the project inception.

How effective was the workflow between your team and theirs?

At the beginning the clarity of roles and communication was low but overtime we found a good working model with the Helpware Team.

What did you find most impressive about this company?

Helpware has a great track record of working with startups and they were willing to take a risk on a small Non-Profit startup.

Are there any areas for improvement?

Helpware bills for the following months estimated charges to improve its cash position. For small startups that are cash reliant this can be a challenge.

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

Call Center Services for Professional Services Company

“The value we get for our money is off the charts.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Aug. 2020 - Ongoing
Project summary: 

Helpware provides customer support for a resume building website. They were involved in the hiring process, and they brought on qualified services agents to handle incoming calls and field emails.

The Reviewer
 
1-10 Employees
 
San Jose, California
CEO, Rocket Resume
 
Verified
The Review
Feedback summary: 

Helpware was able to bring on and train an agent in a matter of weeks. They stand out from their competitors because they are willing to provide just one agent at a time, making the process affordable and scalable. The stick to the schedule and communicate frequently with the client.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Rocket Resume, a web site where users can build a resume in less than 10 minutes. We also provide other services around helping people get jobs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Helpware?

We needed help with customer support.

SOLUTION

What was the scope of their involvement?

 They’re basically handling all of my customer support, including fielding emails, and handling in- and outbound phone calls. Before them, we didn’t have any support. They also helped with the hiring and training process so our new call center agents were up to speed on my product. It was the full white glove treatment for rolling out customer support.

They use Zendesk and interact with our payment processor dashboard to cancel subscriptions and issue refunds when appropriate.

What is the team composition?

They have a very big team. I would say I've interacted with 15 people at some point or another.

There’s a training team, and onboarding team, a continuous improvement team, a sales team, and the  CEO was involved briefly.

How did you come to work with Helpware?

I found them on Clutch. I selected them because my business is small, but is growing rapidly. They had the option of a single call service agent so we could start small and scale as needed. Once I want a second agent, they will find and train them.

How much have you invested with them?

We spend $2,400 per month.

What is the status of this engagement?

We started working together in August 2020 and it’s ongoing.

RESULTS & FEEDBACK

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

They’ve exceeded expectations. Once we agreed to the deal, they had an agent hired in two weeks. Now they’re handling all of my customer support issues. They created a schedule and a plan and they always hit their deadlines.  

How did Helpware perform from a project management standpoint?

They’ve been great. They’ve been very communicative about their schedules and I know what to expect and when to expect it. They hit every aspect of those expectations.

What did you find most impressive about them?

There are so many people involved in the onboarding, so it went smoothly. It was quick and efficient.

To me, I really appreciated that I can scale my business with Helpware. On top of that, they were affordable and were competitive when it came to cost. The value we get for our money is off the charts.

Are there any areas they could improve?

I think they’re accustomed to working with people who have customer service experience. We had zero experience before this so I needed them to set up everything. There was some training that I had to give that I was completely unprepared for. I’m the only one who can explain my business to them, but if the process was more formalized, it could have gone a lot smoother. It was uncomfortable for me, but if I had an outline of what I needed to explain, it could have been easier.

Do you have any advice for potential customers?

I highly recommend Helpware. Trust them because you’re in good hands.

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

Call Center Services for E-Learning Software Company

"They are experts in customer support."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Aug. 2020 - Ongoing
Project summary: 

Helpware provided call center services for an e-learning software company. The team provides support to students who are attempting to navigate the software.

The Reviewer
 
1-10 Employees
 
Austin, Texas
CEO, Statecraft Simulations, LLC
 
Verified
The Review
Feedback summary: 

The engagement has met the expectations of the internal team, providing regular support to customers and students. The Helpware team establishes an effective workflow through clean and open communication. The team is knowledgeable and personable.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Statecraft simulations leverages technology to help demonstrate course concepts, achieve an engaged classroom, and save time using the most innovative and effective digital political science teaching tools in the world. With Statecraft Simulations your class is transformed into an immersive, unforgettable learning experience!

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

Customer support for students utilizing our software

What were your goals for this project?

To have fast and helpful support to ensure that students and instructors were gaining the optimum experience.

SOLUTION

How did you select Helpware?

Found them in a web search and they seemed highly recommended.

Describe the project in detail.

Supporting students as they navigate our simulation software offering technical help, gameplay advice, and strategy recommendations and tips.

What was the team composition?

5 day a week staff with backup answering emails 12 hours a day.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Team quickly learned the system, built a solid support ticket plan, and was proactive and super helpful how they answered tickets and made themselves available.

How effective was the workflow between your team and theirs?

Very effective. Very well planned onboarding plan and sessions designed to clearly communicate and get everyone on the same page.

What did you find most impressive about this company?

They are experts in customer support. They try to take our system for supporting our customers to the next level.

Are there any areas for improvement?

I have not worked with them long enough to find any, but for now I am super pleased with my experience.

5.0
Overall Score So far definitely have surpassed my expectations
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Great and worked with my schedule
  • 5.0 Cost
    Value / within estimates
    Good price for high quality talent
  • 5.0 Quality
    Service & deliverables
    Surpassed my expectations
  • 5.0 NPS
    Willing to refer
    Would definitely recommend them to other businesses

BPO Services for Sports Management Technology Platform

“We greatly appreciate the fact that they’re forward-thinking and driving results constantly.”

Quality: 
4.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Dec. 2019 - Ongoing
Project summary: 

Helpware supports business processes for a sports management technology platform. They assist customers with technology to build registration profiles in order to extend hours.

The Reviewer
 
501-1,000 Employees
 
Minneapolis, Minnesota
Lisa Akerson
Director of Customer Success, SportsEngine
 
Verified
The Review
Feedback summary: 

Customers have provided excellent feedback on their services. When surveyed, customers gave them a perfect five-star rating. Trained like an internal team, Helpware provides excellent service. They’re communicative and easy to work with despite the time difference.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

SportsEngine is a sports management technology platform that's used by youth and adult organizations throughout the country and into Canada as well with multiple platforms underneath this pretention umbrella. And I'm the director of customer support.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Helpware?

We were looking to expand our hours of live coverage.

SOLUTION

What was the scope of their involvement?

They function and have been trained the same as our support teal. They assist customer with technology needs while building sports registrations. They do not do live conversations because we only do scheduled calls and do not have an inbound line.

What is the team composition?

I have two points of contact. We currently have four contractors and are looking for a fifth.

How did you come to work with Helpware?

I did research online and talked to colleagues about companies they’ve worked with. I heard great feedback on Helpware, and they’ve worked with NBC Universal, who owns SportsEngine, so I know they were vetted in the past.

How much have you invested with them?

Our annual contract is for $130,000.

What is the status of this engagement?

We started working together in December 2019 and it’s ongoing.

RESULTS & FEEDBACK

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

Receipts are at 100% for the month of May. So far, everyone who has worked with them has given them five stars, and that’s incredible. They’re keeping up with our expectations. Volume is lower than normal due to COVID-19, but they’ve still me our expectations.

How did Helpware perform from a project management standpoint?

We use a joint slack account to communicate throughout the day. Any questions they have, they’re quick the jump on and reach out to us. Whenever we need anything, it doesn’t matter what time it is, they will jump on a phone to connect with us and ensure we’re on the same page.

What did you find most impressive about them?

They’re constantly asking to grow. They’re not complacent and are always looking for additional things to do. They ask for they can assist us further. We greatly appreciate the fact that they’re forward-thinking and driving results constantly.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

Be clear, set firm deadlines, and have a very detailed training outline and point of attack to onboard the team. It has been helpful for us to use onboarding materials that we’ve consistently used for our internal team.

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

Staff Augmentation for Marketing Agency

"We've won some great clients using this approach!"

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Aug. 2018 - Ongoing
Project summary: 

Helpware buttressed the marketing efforts of an e-commerce-focused marketing agency. They helped the client craft personalized messaging for prospective clients. The team also spearheaded email campaigns.

The Reviewer
 
51-200 Employees
 
Charleston, South Carolina
SVP of Sales, Marketing Company
 
Verified
The Review
Feedback summary: 

Helpware's efforts led to the acquiring of several customers for the client. Their work has saved the client many hours of intensive tasks, enabling them to focus on more important business operations. Their professionalism, communication, and ability to drive results were remarkable.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Visiture helps eCommerce companies grow their brand online and increase their bottom line. We do this through an omni-channel marketing approach that incorporates web design, CRO, best-in-class development, Google Shopping campaigns, content marketing, social ads and more. As SVP of Sales, I am responsible for our new client acquisition, =go-to-market strategy and overall revenue growth.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

Visiture hired Helpware to augment our internal sales and marketing efforts. Helpware has been instrumental in helping us to craft personalized, relevant messaging for our prospective clients, through various email campaigns. Additionally, Helpware has taken on various other projects to save our team time and resource, and all have been very successful.

What were your goals for this project?

Our overall goal in partnering with Helpware was to create an extension of our small sales team while keeping costs low and quality high. The idea was that Helpware would assist with the more manual, time-intensive tasks.

SOLUTION

How did you select this vendor?

We found Helpware through online research.

Describe the project in detail.

Email sequence project (ongoing): Helpware uses several online tools to find specific organic google search effectiveness for the websites of our prospective clients. They take screenshots and build customized prospecting emails. We've won some great clients using this approach!

Sales deck project (ongoing): Helpware uses several online tools to help us create customized sales demo decks for our prospect meetings. They are able to take 90%+ of the work off of our plate! Helpware has assisted with numerous other projects, and all have been completed in time and with high-quality output.

What was the team composition?

We have 3 dedicated, professional, talented Helpware staff (full-time), in addition to a fantastic project manager!

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

As I mentioned, through Helpware's efforts, we have won multiple clients and saved our team countless hours of manual, time-intensive tasks, buying them time to focus on selling.

How effective was the workflow between your team and theirs?

Very effective workflow. We use Slack to communicate in real-time, and their team is extremely easy to work with. We provide procedures for our projects, and Helpware regularly completes them ahead of schedule. We have regular meetings with our project manager to stay in sync.

What did you find most impressive about this company?

Professionalism, communication and results!

Are there any areas for improvement?

None that I can think of.

4.5
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

Customer Support & Back-Office Work for Software Company

"Their impressive track record of organization stands out."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
June 2018 - Ongoing
Project summary: 

Helpware provides call center services (e.g., live chat, email) to manage a software company's customer support line. They also handle customer billing and subscription-related tasks.

The Reviewer
 
11-50 Employees
 
Christchurch, New Zealand
Director, NitroLabs Ltd
 
Verified
The Review
Feedback summary: 

Since engaging Helpware, customer satisfaction scores have continued to increase month-on-month. The team meets on a biweekly basis to discuss any potential issues, and they maintain a constant connection through Slack.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Our company develops and delivers an online cloud-based software products to a large individual and corporate user base

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

We hired Helpware to manage our customer support pipeline. In addition, we also contracted our customer billing and subscription services (Back office administration) to Helpware

What were your goals for this project?

  • To establish better communication channels with our customers
  • To improve overall customer satisfaction
  • To improve the efficiency of our subscription/billing support pipeline
SOLUTION

How did you select this vendor?

We started this process with a simple search on the internet and made a list of companies. We contacted each of the companies and interviewed our five favorites. The client satisfaction history was a major factor for us

Helpware had a fantastic record of successful projects so we engaged them on a trial basis. They did not disappoint so we continued to expand the contract.

Describe the project in detail.

We have live chat and email coverage 5 days a week. Helpware manages all emails and chat messages related to billing and technical issues. Novel or difficult technical issues are escalated to our development team.

What was the team composition?

We have 2-3 agents that rotate based on availability. We have managers for training and quality assurance, which helps us to maintain a great standard of support

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our customer satisfaction scores continue to increase month-on-month

How effective was the workflow between your team and theirs?

Really good. We have bi-weekly meetings where we discuss any issues with the support pipelines. The Helpware team maintains a constant connection with myself and my team through Slack

What did you find most impressive about this company?

Their commitment to client and customer (our customers) satisfaction. Their impressive track record of organization stands out.

Are there any areas for improvement?

-

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

Customer Service Team for Lifestyle Brand

"Each team member is thoughtful with their time and attentive to our requests."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
May 2017 - Ongoing
Project summary: 

Helpware provided customer support services for a lifestyle brand. This included responding to inquiries regarding order status, conducting refunds and exchanges, answering incoming calls, and more.

The Reviewer
 
11-50 Employees
 
Newport Beach, California
Julia Fujiwara
Customer Experience Assistant Manager, Vanity Planet
 
Verified
The Review
Feedback summary: 

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.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I’m the customer experience assistant manager for Dastmalchi. Here at Dastmalchi LLC, we own and operate a collection of lifestyle, beauty, and wellness brands ideal for the every day consumer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

We were looking to Helpware to provide customer support services for all customer inquiries including order status, refunds and exchanges, direct and 3rd party replacement orders, as well as provide product education for troubleshooting our consumer products and devices. We specifically needed help tackling a high volume of customer inquiries, as we were suddenly receiving an influx of live chats and emails, we wanted to ensure we responded within a certain amount of time. We lacked the resources to conduct support in-house at the time.

What were your goals for this project?

We were looking to add additional support to provide quick and efficient responses for all customer inquiries as our engagement was growing quickly. We needed a support staff to provide exceptional and personable experience to our customers while also providing product education on our devices to help assist with all customer opportunities.

SOLUTION

How did you select this vendor?

We connected with Helpware through a recommendation from our CEO.

Describe the project in detail.

Helpware began assisting with a variety of incoming customer requests we had through Zendesk. Throughout time we've transitioned to another CRM platform, Gorgias. The team has built dedicated tasks within team roles to keep in order for us.

Their agents then took on responsibilities such as responding to our high volume of incoming support tickets via email, answering incoming calls for all brands and multiple channels, such as retail, wholesale, and marketplaces. Helpware also assists us with tracking and reporting product defects to our product development team as well as handling disputes across a variety of payment gateways to avoid charge-back fees and fight fraud.

What was the team composition?

The size of the team has changed over time, we've had a support staff of up to 8 agents for our peak months and as small as a team of 3. Regardless of staffing, Helpware has continued to establish roles, tasks and responsibilities as needed to assist with the customer service department.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our first reply times have improved, as well as our total resolution times are down to just over an hour. Helpware's team lead, Charley, has provided constant coaching and direct communication with us to create a strong partnership within our customer service department. Thanks to their internal procedures and overall productivity, incite and attention to detail, Helpware has shown reliability and high-quality work.

How effective was the workflow between your team and theirs?

We've developed a strong communication between both customer service teams as well as an effective work flow. For any processes that are in need of a clearer understanding or expectation, the team is vocal and open with communicating to deliver the best outcome. Otherwise, Helpware operates independently and continues to improve our positioning.

What did you find most impressive about this company?

Helpware has provided continuous support helped build proficient processes, and developed open communication in our customer service department. Each team member is thoughtful with their time and attentive to our requests.

Are there any areas for improvement?

We don't have any that come to mind. We're pleased with the partnership we've grown with Helpware throughout our time together. Their quality and attentiveness has exceeded our expectations.

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

Staff Augmentation for Computer Software Company

"They have been very helpful in addressing any of our concerns."

Quality: 
4.5
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
June 2018 - Ongoing
Project summary: 

Helpware augmented the staff of a computer software company. Their team was responsible for account management assistance and daily operations.

The Reviewer
 
11-50 Employees
 
Tysons, Virginia
Casey Benko
CEO, BLT Global Ventures LLC
 
Verified
The Review
Feedback summary: 

The engagement improved the speed and efficiency of internal processes. Helpware manages projects effectively by thoroughly addressing arising issues and coming up with multiple possible solutions. Their team goes above and beyond to make the client's life easier.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

We provide outsourced custom software services, specializing in Salesforce and UI/UX. We work with small and medium sized organizations with different levels of experience dealing with custom software. Our mission is to help identify and deliver solutions that provide measurable value first and fast while iterating towards an organization's strategic goals. My position is the CEO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

Operations and assisting with account management. Our company is guided by processes when we provide services. These processes ensure requests are tracked and prioritized, converted to action items, and reported back to the customer. This transparency is highly valued and it could become difficult for project resources to self manage.

What were your goals for this project?

The goals were as follows:

  • Centralize collection of tasks and hours
  • Report to customers on services performed at a task level on a weekly basis with inclusion of budget impact.
  • Documentation of processes
  • Iterate on improvement of processes
  • Automate task capture and reporting on a continuing basis
SOLUTION

How did you select this vendor?

I was impressed with their organization during the sales process. Their service offering and price was considered to be of great value with low risk if it did not turnout well.

Describe the project in detail.

The project started out without specific tactical requirements because we planned to adapt to the strengths of the person we onboarded. Our new colleague proved to be very capable of handling the initial tasks and we found ourselves falling behind on developing and iterating improvements - my fault alone. She quickly became a valuable member of the team assisting with project task tracking, project summary and billing reports, and documentation.

Eight months ago we expanded our team with a local operations lead and a full-stack developer from Helpware. Since then, with this additional help, our processes have improved at a much faster pace. We have implemented new task and hour tracking systems. Automation has been introduced to facility vendor and client management. Most importantly, there is now a process in place to ask, plan, and execute on "What can we improve next?"

What was the team composition?

The team is a project assistant and a full stack developer. They work primarily on non-billable operational or strategic tasks. The project assistant will act as a project manager on internal mini projects designed to evaluate or deliver incremental improvements. The developer helps us with tool automation and our web presence.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

  1. Moved from Harvest time tracking to Everhour. Moved from monthly, high-level, reports to weekly reports of time per task (or story) and feature per customer
  2. Moved from Trello to Asana, Integrates with Everhour, Able to report on time/cost per period as well as time/cost per deliverable
  3. Automatically create internal tasks from customers task management system
  4. For customer with no task management system we now provide a board for their tasks
  5. New main website. New process website that explains how we operated internally and externally

How effective was the workflow between your team and theirs?

We are a remote business so it has been easy to make them as part of our team.

What did you find most impressive about this company?

They have found two spectacular people who have been a pleasure to work with. They have been very helpful in addressing any of our concerns. It feels like there is a team behind our people. It's probably because there is.

Are there any areas for improvement?

There always are for everyone. I think having some more templates for customers who haven't used these type of outsourced services before. During the start, once I realized that our new team members could do much more than we anticipated, I couldn't assign tasks fast enough. That could also lead to up-sells.

4.5
Overall Score Great talent evaluators and providers. I think more people should get over the stigma of local is always better than outsourced.
  • 4.5 Scheduling
    ON TIME / DEADLINES
    I don't recall any issues. That's a good thing.
  • 5.0 Cost
    Value / within estimates
    This is a measurement of cost compared to value and risk.
  • 4.5 Quality
    Service & deliverables
    I have been extremely happy with the quality.
  • 5.0 NPS
    Willing to refer
    I do.

Administrative and Internal Support for Strategy Consultancy

"They are responsive and attentive. They understand how to make this work."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Mar. 2018 - Ongoing
Project summary: 

Helpware provided branding and design work for a business strategy consulting firm. Their team was an extension of the internal team, bolstering day-to-day operations.

The Reviewer
 
1-10 Employees
 
New York, New York
Roy Pellicano
Principal, Tri-Angular Consulting
 
Verified
The Review
Feedback summary: 

The re-branding and administrative support have provided the internal team with the ability to expand. Helpware is knowledgable in multiple fields, from design to customer support. Their team is attentive and hard-working.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the owner of a single person consulting firm that provides business strategy services relating to digital transformation and business transformation, which includes executive level coaching as well as project management and strategy development.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

As a single person firm with a broad spectrum of services much of our work is bespoke and I needed help with my back office administration and internal support services such as web design and presentation development as well as the delivery of client services. This scope has grown as my Helpware team (I hired one person, but have three working with me on a regular basis, not including the staff augmentation specialists that we bring on board, such as graphic designers) has proven itself.

What were your goals for this project?

Simply my goal was to off-load work that I do not need to perform myself, but this has transformed into building my whole business around their support. I can focus on building my business and not performing the back-office activities. The goal has transformed from supporting my business to generating value for my clients through this partnership.

SOLUTION

How did you select this vendor?

I evaluated several vendors and based upon cost to value ratio, I felt this was the best option. What blew me away was that I was talking with the customer success manager and not a sales team. I always hated being handed off from sales to account management. In talking with the head of Customer Success, I was able to have my questions about business processes addressed in the initial conversation.

Describe the project in detail.

They have help me design and build my complete new brand design and collateral. Also working on our social media campaigns and larger marketing strategy. We did this while also formalizing the process and will be rolling out a digital agency solution to our clients as a result. Along with other critical partnering tactics I am building my business around their support. They are open to working with me and really understand that as I grow, they will grow, too.

What was the team composition?

We have an associate assigned to us, plus a customer success manager and a project manager. I am in touch with the head of customer success as well on a regular basis, and we all work together. While only the single resource I have contracted is dedicated to me, I have full access to the other two resources as project requirements require. Additionally, as we need resource, we bring them on board on a gig basis.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I have been able to re-brand and build marketing materials as well as develop new services to bring to market. The current goals have obviously expanded in scope from the original, but that is due to the level of support and capability of my Helpware team.

How effective was the workflow between your team and theirs?

As I mentioned there are multiple levels of oversight with the ability for constant feedback.. Helpware has their own project tools, into which I have full visibility and in fact am held accountable by the team when I need to be. We are truly a team.

What did you find most impressive about this company?

I can ask for assistance and if they can provide it they will. I had a need for a client and I did not have the time to fit it into my schedule, and My Team was able to pull someone in to help out so we could secure the gig. I won, Helpware won, and most importantly, my client won! They are responsive and attentive. They understand how to make this work.

Are there any areas for improvement?

There are always areas for improvement, but when I bring up my concerns they are addressed immediately, which is the key. Obstacles are a part of life, the question is what we do with them. My Team understands what to do with them and we work together to make sure we get it done.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They are willing to work around my schedule and are always available to me. We had a last minute job, and they worked over the weekend to help get i
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
    It is of a very high standard.
  • 5.0 NPS
    Willing to refer
    I have referred several colleagues to them and will continue to do so.

Mkt Research & CRM Administration for Financial Services Co

“For what we were looking for in a partner, they’ve exceeded expectations.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
2017 - Ongoing
Project summary: 

Helpware provides outsourced workforce solutions to a financial services company. They conduct research on operators and themes within the US healthcare services space. The team also administers the CRM.

The Reviewer
 
11-50 Employees
 
Thomasville, Georgia
VP of Investment Banking, Financial Services Company
 
Verified
The Review
Feedback summary: 

Helpware facilitates a fruitful engagement by supporting areas that aren’t within the internal team’s core competencies. They do research with minimal guidance and continuously uncover areas for betterment. Customers can expect a partner that will integrate with their team and evolve alongside them.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of investment banking at a financial services company. We’re in the healthcare services space.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Helpware?

My company didn’t have enough time or resources to do market research or financial analysis. We were looking for a company to provide outsourced workforce solutions. Our main goals were to dive into sectors quickly, react to conversations in our line of work, and pivot on the areas that would be new to our focus. We hoped to instill the processes and knowledge of the US healthcare space upon this outsourcing partner. We also needed help with platform and CRM administration, as those are not core competencies of ours.

SOLUTION

What was the scope of their involvement?

My team finds sectors that we want to drill down into so that we can understand operators and themes within that space. We provide an overall directive to Helpware’s research team. Two parties within that team have financial backgrounds, and they do deep dives into sectors mostly within the US healthcare market. They research the players and drivers within any of the industries or themes we ask them to. Helpware also administers our CRM.

What is the team composition?

We’ve had several points of contact, from the management level down to people we’re in contact with daily and who we now consider part of our company. We engage with upper-level management, managers, and then the actual employees that are part of our everyday team.

How did you come to work with Helpware?

My company had previously used a remote workforce when we were growing and wanted to look at ways of augmenting our staff while keeping the engine running 24 hours a day. I can’t recall exactly how we came upon Helpware, but it was through researching the remote workforce space. 

We had a pretty thorough vetting process and ultimately selected Helpware. We started with one group on the research side, expanded that group, and then added the CRM administration function as well. 

How much have you invested with them?

We probably spend around $60,000–$70,000 annually.

What is the status of this engagement?

Our work together began over two years ago, and it’s ongoing.

RESULTS & FEEDBACK

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.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer
Verification

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GOLD VERIFIED
Business Entity
Business Entity Name
Helpware Inc.
Status
Active
Jurisdiction of Formation
Delaware
Id
5867566
Date of Formation
Nov 3, 2015
Last updated
Apr 26, 2019
Payment & Legal Filings
Bankruptcy
No
Tax Lien Filings
0
Judgement Filings
0
Collections Count
0
Client Reviews
VERIFIED CLIENT REVIEWS
29
OVERALL REVIEW RATING
4.8
Source
Clutch
LAST UPDATED
October 14, 2020