HIC Global Solutions

BACKGROUND

Please describe your company and position.

I am the Consultant of a Software & Cybersecurity Company

Describe what your company does in a single sentence.

Specializes in software development and cyber security services, and ensures the proper functioning of web designing and development. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire HIC Global Solutions to accomplish?

• We needed a robust CRM system for managing customer data, tracking project progress, and ensuring seamless communication across different teams. Our team needed expert Salesforce consulting to optimize the CRM, enhance data management, and more.

SOLUTION

How did you find HIC Global Solutions?

• Online Search
• Clutch Site

Why did you select HIC Global Solutions over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

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

The key deliverables were streamlined workflows, automated processes, useful reporting tools, and ongoing support for better team efficiency. 

RESULTS & FEEDBACK

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

After HIC’s Salesforce consultation & Implementation there was a 30% increase in operational efficiency through automated workflows and streamlined processes. Moreover, the integration of Salesforce with Multiple platforms led to a 25% reduction in manual data entry. 

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

The team did a fantastic job! They met the timelines and most importantly, maintained transparency throughout the process, and were highly responsive to our requirements. 

What was your primary form of communication with HIC Global Solutions?

Virtual Meeting

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

The expertise of the team has really impressed us, and their ability to customize the solutions as per our business needs. Moreover, their proactive communication and long-term support are worth praising. 

Are there any areas for improvement or something HIC Global Solutions could have done differently?

Nothing for now.

BACKGROUND

Please describe your company and your position there.

Neuraswitch is a customer experience and technology services company. I served in the role of Program Manager for the CX2020 initiative.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire HIC Global Solutions, and what were your goals?

We hired HIC Global Solutions to assist in the aspects of Salesforce Salescloud / Service Cloud implementation with a British Telecom integration as well as integration into SAP Hybris.

SOLUTION

How did you select HIC Global Solutions and what were the deciding factors?

I personally selected HIC for their communication, ability to handle client facing calls for solution design. We wanted an organization we could partner with to grow out the Salesforce division within our organization to better service clients.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

The project overall was the implementation of the Salesforce Salescloud and Services cloud for a large enterprise level client for a complete overall of their customer experience and engagement. We had partnered with HIC during the initial Discovery stages to help facilitate architecture and requirements gathering. From there HIC led the Salesforce development and integrations for CTI (Telephone provider was British Telecom) and ERP (SAP Hybris). For overall project management we utilized Smartsheet, however majority of the work was done within the Salesforce org.

How many people from the vendor's team worked with you, and what were their positions?

We were assigned (5) resources: Business Analyst Project Manager Salesforce Developer SR. Salesforce Developer Salesforce Sr. Architect

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We were able to successfully roll out a call center initiative to over 26 locations. The HIC team worked through many hurdles along the way, from timeline changes to a clients never ending configuration changes. Overall we were able to reduce the average call time by 15% as an organization, and increase re-sale orders by 27%.

Describe their project management style, including communication tools and timelines.

HIC moves in a very agile format, with great communication through email and Skype / Gchat. The communication across the multiple time zones while challenging was overcome with effective adjusted working hours. The sprint cycles were always 2 week sprints with an effective review bi-weekly.

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

To be frank, HIC's absolute dedication to assist wherever needed. Their client-facing service impressed me and my senior leadership.

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

none

UPDATED REVIEW

This review was published on March 4, 2021.

Nathan Brown

COO, Neuraswitch

IT Services

11-50 Employees

Reno, Nevada

$200,000 to $999,999

May 2017 - June 2019

Project summary: 

A customer experience company partnered with HIC Global Solutions to implement a Salesforce platform with integration into multiple ERP systems and Telephony integration.

Feedback summary: 

In the first four months since partnering with the HIC Global Solutions team, the company has seen a 43% drop in their average handling time leading to a ten-fold increase in customer satisfaction. The team's absolute willingness to get the job done ensured the project's successful execution.

BACKGROUND

Please describe your company and your position there.

Neuraswitch is a global customer experience company that designs, builds and operates digital customer experiences. Founded in 2016, we set out to deliver a better customer experience across the omni channel engagement. My role is COO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire HIC Global Solutions?

HIC helped to fulfill from a BPO standpoint the implementation of the Salesforce platform with integration into multiple ERP systems and Telephony integration.

This platform was used as the basis in a complete revision into the digital customer journey which was a lead driver for the Tarmac CX2020 project.

What were your goals for this project?

The goal of the project was to reduce average handle time for the contact centre agents, while also improving KPI's, and data synergies. Bringing in a simplistic view point of customer centric data to one screen rather than a multitude of solutions.

SOLUTION

How did you select HIC Global Solutions?

Through active research, information, and relationship building we were connected to the team at HIC.

Describe the project in detail.

The project was a 2 year active engagement from consultation to execution spanning over 15 call centers.

From a software side we integrated into 3 different ERP systems bring data to the fore-front of the Agent to help drive the call while providing relevant information at the time of an inbound call.

What was the team composition?

1 Project Manager 1 Engagement Manager 1 Business Analyst 2 Developers

RESULTS & FEEDBACK

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

We saw a 43% drop in average handle time. Customer Satisfaction increased 10x in the first 4 months

How effective was the workflow between your team and theirs?

Strong, built a relationship with the leadership team and experiences that will last a lifetime. Looking at HIC as a longer term partner.

What did you find most impressive about this company?

Their absolute willingness to get the job done. The team was initially onsite in the UK for 2 months total working hand to hand with the client engagement, in what at times was grueling long days. The HIC team ensured successful transition and execution.

Are there any areas for improvement?

We could have had better synergies around project management. This was our first time working together in such capacity of an enterprise level customer. We are currently better aligned now.

Star Ratings:

Overall rating: 5

Quality: 4.5

Schedule: 4.5

Cost: 4

Willing to refer: 5

BACKGROUND

Please describe your company and position.

I am the Digital Marketing Executive of a real estate company

Describe what your company does in a single sentence.

Our company focuses on innovation and accessibility in the commercial real estate market, making commercial property accessible to everyone.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire HIC Global Solutions to accomplish?

• Because our goal was to make commercial property accessible to everyone, we needed a personalized marketing strategy that could keep pace with our vision. We aimed to create tailored marketing journeys and integrate real-time property data—helping us streamline the lead-nurturing process and generate more insightful analytics.

SOLUTION

How did you find HIC Global Solutions?

• Online Search
• Clutch Site

Why did you select HIC Global Solutions over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from HIC Global Solutions were assigned to this project?

2-5 Employees

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

The end results provided by HIC were superb! They helped us create personalized customer journeys, covering all types of people, like investors or business owners. They also created engaging marketing campaigns and even tracked down our campaigns.

RESULTS & FEEDBACK

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

We observed increased customer engagement with a boost in click-through rates, and our lead nurturing became more efficient. We made better connections with our audience and received improved marketing outcomes. 

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

Their project management was smooth and reliable—they delivered everything on time and were quick to respond to our needs with clear communication.

What was your primary form of communication with HIC Global Solutions?

• In-Person Meeting
• Virtual Meeting

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

The best part was how easy they were to work with and how well they understood our needs right from the start.

Are there any areas for improvement or something HIC Global Solutions could have done differently?

Honestly, none! Their service exceeded our expectations.

BACKGROUND

Please describe your company and position.

I am the Executive Assistant of a digital marketing agency.

Describe what your company does in a single sentence.

The company is a digital marketing agency focused on social media marketing, website design, and SEO, with a specialized focus on e-commerce. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire HIC Global Solutions to accomplish?

• We wanted to boost our digital marketing strategies, and that is why, our team decided to hire HIC Global Solutions to avail of Salesforce marketing cloud services. Our main agenda is to create a seamless omnichannel marketing experience across email, social media, SMS, and the web for consistent brand messaging.

SOLUTION

How did you find HIC Global Solutions?

• Online Search
• Clutch Site

Why did you select HIC Global Solutions over others?

• Pricing fit our budget
• Good value for cost

How many teammates from HIC Global Solutions were assigned to this project?

2-5 Employees

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

The company did a great job! The team focused on creating personalized campaigns, which included setup and platform configuration. They also worked on real-time performance tracking, optimized marketing efforts, and provided hands-on training whenever required. 

RESULTS & FEEDBACK

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

After consulting HIC Global Solutions, we witnessed a significant boost with higher email open rates compared to earlier. Plus, the click-through rates and social media interactions were also high because of the personalized & targeted campaigns. 

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

The team did a fantastic job by timely delivering our project and meeting the expectations. Their structured approach and clear communication have impressed us the most as they kept us in the loop throughout the process.

What was your primary form of communication with HIC Global Solutions?

• Virtual Meeting
• Email or Messaging App

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

The most impressive thing about this company is its expertise in Salesforce Marketing Cloud and its ability to customize solutions based on our business requirements. Apart from this, their timely responses and commitment to delivering the project on time were commendable. 

Are there any areas for improvement or something HIC Global Solutions could have done differently?

HIC should focus more on AI-driven solutions to enhance efficiency and rest all things was fine. 

BACKGROUND

Please describe your company and position.

I am the Sales Director of Karlville

Describe what your company does in a single sentence.

Karlville provides innovative converting, spouting, and shrink-sleeve packaging solutions to the flexible packaging industry.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire HIC Global Solutions to accomplish?

• We needed a reliable Salesforce consulting partner to streamline our CRM processes, improve sales pipeline visibility, and enhance automation for better customer engagement.

SOLUTION

How did you find HIC Global Solutions?

• Referral
• Clutch Site

Why did you select HIC Global Solutions over others?

• Pricing fit our budget
• Good value for cost

How many teammates from HIC Global Solutions were assigned to this project?

2-5 Employees

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

HIC Global Solutions provided end-to-end Salesforce consulting and implementation services, including:

• Customization & Configuration: Tailoring Salesforce to match our unique sales workflows.
• Automation Setup: Implementing process automation for lead management and follow-ups.
• Integration: Connecting Salesforce with our existing ERP and third-party applications.
• User Training & Support: Ensuring our team could maximize the platform’s potential with hands-on training and ongoing support.

RESULTS & FEEDBACK

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

• Improved Sales Efficiency: Our sales team became more productive with automated workflows and streamlined processes.
• Enhanced Data Visibility: Real-time dashboards and reports provided better insights into sales performance.
• Higher CRM Adoption: Thanks to HIC Global Solutions' intuitive setup and training, our team embraced Salesforce seamlessly.

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

The project was well-managed with clear timelines and milestones. The team maintained proactive communication and was always available to address our concerns. They delivered on schedule and exceeded expectations in some areas.

What was your primary form of communication with HIC Global Solutions?

• Virtual Meeting
• Email or Messaging App

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

Their hands-on approach and willingness to go the extra mile truly set them apart. They didn’t just implement Salesforce: they took the time to understand our business needs and provide solutions that delivered real value.

Are there any areas for improvement or something HIC Global Solutions could have done differently?

There were no major issues. If anything, I’d say that due to their high demand, scheduling meetings required some planning in advance.

BACKGROUND

Please describe your company and position.

I am the Head of Technology of Stratumfive Ltd

Describe what your company does in a single sentence.

StratumFive provides advanced tools through its Podium5 platform to help ships plan, monitor, and optimize their journeys more effectively, serving over 13,000 vessels worldwide.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire HIC Global Solutions to accomplish?

• We hired HIC Global Solutions to enhance our Salesforce implementation by streamlining processes, improving data management, and customizing the platform to align with our business goals.

SOLUTION

How did you find HIC Global Solutions?

• Online Search
• Clutch Site

Why did you select HIC Global Solutions over others?

• Pricing fit our budget
• Good value for cost

How many teammates from HIC Global Solutions were assigned to this project?

2-5 Employees

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

HIC Global Solutions worked on customizing Salesforce to align with our unique business workflows, integrating the platform with our existing tools, and automating key processes to enhance efficiency.

RESULTS & FEEDBACK

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

The project resulted in a 30% increase in productivity, 25% improvement in data accuracy, and a 40% reduction in response times. Enhanced reporting and dashboards led to a 20% boost in customer engagement.

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

HIC demonstrated excellent project management, delivering items on time and keeping the project on track. They were highly responsive to our needs, maintaining clear communication and adjusting quickly to any changes or requirements. 

What was your primary form of communication with HIC Global Solutions?

• Virtual Meeting
• Email or Messaging App

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

What impressed me most about HIC Global Solutions was their deep expertise in Salesforce and how they tailored solutions to meet our specific needs. Their proactive approach, keen attention to detail, and commitment to delivering high-quality results truly set them apart.

Are there any areas for improvement or something HIC Global Solutions could have done differently?

Our overall experience with HIC has been exceptional. However, I recommend that HIC implement AI features as well.