HIC Global Solutions

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