HKR TEAM (Co-Managed Outsourcing)

BACKGROUND

Please describe your company and position.

I am the Director of Brand Operations of a retail company

Describe what your company does in a single sentence.

Our company is an operations and technology platform that helps creators, celebrities and media companies to build scalable, lasting commerce businesses.

OPPORTUNITY / CHALLENGE

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

• Build out a team of customer service representatives and operations coordinators to assist a rapidly growing team.

SOLUTION

How did you find HKR?

Referral

Why did you select HKR over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from HKR were assigned to this project?

6-10 Employees

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

To: 

1. Build out a team of customer service representatives that could operate across a number of inboxes and assist customers swiftly and pleasantly, in specific brand voice. 
2. Develop a team of coordinators that could assist our internal teams with a number of tasks including data entry and Shopify back end support.

RESULTS & FEEDBACK

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

We've received a lot of positive feedback from our customers on how pleasant our customer service experience is. For our back office team, the increased efficiency and speed at which we can accomplish projects is a testament to the addition of our coordinators.

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

HKR's team treats us as their partner and is very open and collaborative with us. There is an open and positive flow of communication between us, HKR, and their team that works with us daily. They are good about responding to our needs in a quick and straightforward manner.

What was your primary form of communication with HKR?

Virtual Meeting

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

The work ethic of our HKR team members has been great - they're detail oriented, driven, and care about the work.

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

There are some internal policies that we weren't privy to that would have been helpful to understand from the outset, but it wasn't anything majorly inhibiting our workflow or success together.

BACKGROUND

Please describe your company and position.

I am the Executive of Yarooms.

Describe what your company does in a single sentence.

The Workplace Experience Platform empowering sustainable companies

OPPORTUNITY / CHALLENGE

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

• Extend the marketing team
• Keep the same company culture and have them in our Slack
• Deliver the same results as if we hired internally

SOLUTION

How did you find HKR?

Referral

Why did you select HKR over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from HKR were assigned to this project?

2-5 Employees

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

We contracted HKR because they could recruit us the marketing staff. We knew they were working with other US-based clients and figured it'll be a cultural fit. They delivered the first rep that worked within our team in several weeks. We had 0 costs of recruiting, instead, they charged us a subscription fee for each rep. They also hired the person under their entity as an EOR, and they took all the headaches of HR from our team's plate. 

We received an account manager, Paula, which became our PoC for scaling which happened months later. The deliverable is pretty straightforward; we hired talent that understood how to scale our marketing efforts, contact new clients, and reach out to new potential business partners (especially blogs - at the time).

RESULTS & FEEDBACK

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

TTH (Time to hire) and inexistent staff churn/attrition.

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

They delivered on time, we're in contact permanently via Slack and they were really impressive with proactiveness. Their communication and reliability are definitely their A game.

What was your primary form of communication with HKR?

• Virtual Meeting
• Email or Messaging App

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

Reliability. They delivered, and they delivered the right talent. It also felt like I'm communicating with another US-based entity. They were culturally aligned 100%. I did not expect that.

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

I believe they have improved greatly on their branding. They have a new visual identity that puts them in the spotlight easier. When we first started they didn't have their website up at all and we were a bit skeptical.