The Hour - Back Office and Virtual Assistant Services

BACKGROUND

Introduce your business and what you do there.

I’m the finance manager of an e-commerce company that sells equipment for heavy industrial vehicles.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish for your e-commerce business?

We needed help with operations support.

SOLUTION

What was the scope of their involvement?

The Hour - Back Office and Virtual Assistant Services manages our e-commerce backend operations, including inventory management, warehouse coordination, and order tracking to ensure smooth order fulfillment. The main focus is on inventory management and order tracking since those are critical to our day-to-day operations. The team also coordinates with the warehouse to ensure smooth order fulfillment from processing to final delivery.

What is the team composition?

We work with 9 members of The Hour - Back Office and Virtual Assistant Services’ team.

How did you come to work with The Hour - Back Office and Virtual Assistant Services?

We found them through an online search and the Clutch website. We chose them because they had high ratings, and their pricing fit our budget.

How much have you invested with them?

Confidential

What is the status of this engagement?

We started working together in March 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to The Hour - Back Office and Virtual Assistant Services’ work, we’re tracking orders more accurately, managing inventory better, and running overall operations smoother with fewer delays.

How did The Hour - Back Office and Virtual Assistant Services perform from a project management standpoint?

The Hour - Back Office and Virtual Assistant Services is reliable, responsive, and consistent with on-time task handling. We communicate via in-person meetings, virtual meetings, and email or messaging apps.

What did you find most impressive about them?

Their punctuality and accuracy are impressive.

Are there any areas they could improve?

Overall, they’re very dependable.

BACKGROUND

Introduce your business and what you do there.

I’m the underwriting manager at RPM Insurance Agency. We provide insurance to our personal and commercial lines clients.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with The Hour - Back Office and Virtual Assistant Services?

We needed help with our insurance renewal handling and commercial and personal lines quoting.

SOLUTION

What was the scope of their involvement?

The Hour - Back Office and Virtual Assistant Services provides us with virtual assistant services. The team handles our insurance renewal processes and commercial and personal lines quoting. The Hour - Back Office and Virtual Assistant Services' team is responsible for quoting home, auto, and umbrella insurance for our personal lines. For our commercial lines, they provide quotes for WCOM, GL, CUMB, BOB, CAUTO, Cyber, and EPLI insurance. The team also handles endorsements and all service-related work for our commercial and personal lines.

We have two teams from The Hour - Back Office and Virtual Assistant Services: one for personal lines and one for commercial accounts.

What was the team composition?

We work with 10+ teammates from The Hour - Back Office and Virtual Assistant Services.

How did you come to work with The Hour - Back Office and Virtual Assistant Services?

We found The Hour - Back Office and Virtual Assistant Services through an online search. We chose them because they had high ratings, their pricing fit our budget, and they offered good value for the cost.

How much have you invested with them?

We've spent around $100K.

What is the status of this engagement?

We started working with The Hour - Back Office and Virtual Assistant Services in February 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Our workflows are more organized, and The Hour - Back Office and Virtual Assistant Services' team completes tasks on time. Our team has more bandwidth to focus on new business and agency growth. We've seen a noticeable improvement in overall organization and efficiency. Task completion timelines have improved by around 40%–50%, and accuracy in day-to-day tasks has also gone up. The Hour - Back Office and Virtual Assistant Services has helped us reduce our workload by 70%+, allowing our team to focus more on core business activities and growth.

We measure the 70% workload reduction through the daily reports we get. We see that the workload The Hour - Back Office and Virtual Assistant Services handles for our agents would take them 70% of their occupancy to complete. We also monitor our client's satisfaction and reviews. We've grown in the number of clients we have.

How did The Hour - Back Office and Virtual Assistant Services perform from a project management standpoint?

The Hour - Back Office and Virtual Assistant Services delivers on time if they have everything they need to execute the task. If they need anything, the delivery is delayed. We communicate through in-person meetings, virtual meetings, and email or messaging apps.

What did you find most impressive about them?

All the virtual assistants we have from The Hour - Back Office and Virtual Assistant Services are trained. They provide us with backups at no extra cost. Their managers are super responsive if we need any kind of assistance in handling the team. We need to manage less and check less what the team is doing. We get weekly reports from the team leads.

Are there any areas they could improve?

I'm so impressed by their AI launch that I wish they could have done that sooner!

BACKGROUND

Please describe your company and position.

I am the Finance & Operations manager of Duscany Financial Group

Describe what your company does in a single sentence.

Our firm provides business management and financial support services, including administration, IT and operational support.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Bookkeeping
• Reconciliations

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

Online Search

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

Pricing fit our budget

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

2-5 Employees

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

Managing end to end accouting operations including quick books bookkeeping, credit card reconciliations, preparation of audit reports and AP/AR.

RESULTS & FEEDBACK

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

We have seen clear outcome in how clean and accurate our financial records are. Recons are getting done on time. Our AP/AR process is more organized whihc helps us tracking cash flows.

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

Project management is super smooth. Tasks are consistently delivered on time and our team including the managers at the hour are quick to respond and quick to adopt any project given.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

Team effort, they gave us a package with accouting people who works on tasks, one quality manager who ensure the quality is top noch and above them we have a manager who takes instructions and feedback. The most important and impressive part is that we have QCs and a manager appointed with no extra cost.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

There are not any major concerns for now.

BACKGROUND

Please describe your company and position.

I am the Senior Quality Manager of a supermarket chain

Describe what your company does in a single sentence.

We are a supermarket chain that sells kosher groceries and household essentials both in store and online.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Streamline back office operations
• Help with our POS Invoices
• Our Product Listing

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

• Online Search
• Referral

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

6-10 Employees

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

Work includes managing invoice processing and supporting inventory accounting. The team is responsible for accurately entering invoices into our system, maintaning organized financial records and ensuring all enteries are completed in a timely manner.

RESULTS & FEEDBACK

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

1. Faster invoice processing turnaround time
2. Improved data upload quantity & quality
3. Consistant and reliable reporting structure 

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

Team maintained accountability, ensuring tasks such as invoice processing and inventory updates were completed within defined timelines. In case where challanges arose, their maagement was quick to respond, take ownership and implement corrective actions without disrupting overall workflow. 

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

The most impressive and unique about them is their backup person who always steps in to handle the workflow when the main VA is not available, it helps us maintaining the workflow without disruption. And they do not charge us to train the backup.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

So far all is good, would love to give my review again if I find anything that needs an improvement.

BACKGROUND

Please describe your company and position.

I am the Manager - Personal Lines

Describe what your company does in a single sentence.

Growing Insurance Brokerage in Canada

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Background Administration projects

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

Unsure

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

Unknown

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

6-10 Employees

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

We work with The hour daily on various projects throughout our growing, dinamic company.  I work almost exclusively with Don, regarding digital downloads for policy cancellations and endorsements.  Don is fantastic. His work is accurate and he keeps me updated with any issue he encounters or reaches out with questions as need be, to ensure he maintains the level of quality I have come to expect. It is an absolute pleasure dealing with Don. Thank you Don :)

RESULTS & FEEDBACK

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

Company wide - Unknown to me.

But daily policy management for digital downloads in my area - great work. Time saving for brokers.

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

Don is always amazing.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

As I said, I work almost exclusively with Don and he is fantastic!! They are fast, accurate, and reliable. Extremely personable as well :)

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

N/A

BACKGROUND

Please describe your company and position.

 I am the Co-founder of a pharmaceuticals company 

Describe what your company does in a single sentence.

Life Science Recruitment company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Database build - candidiates
• Database build - clients
• Research
• Market mapping
• Technical Support where necessary

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

They approached us

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

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

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

1 Employee

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

Deliver services to support a startup talent business. Mianly services related to outreach on both sides of client and candidate.

RESULTS & FEEDBACK

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

Agreed weekly targets and plans but measured and reported daily

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

Everything has been delievered on time and budget to date.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

Very sinple - Great people. From day one, Garesh has understood our business, the model we work to and how he can support us. His communications skills are excellent, from written to verbal. We like the sign in/sign out process every day and although we might not feedback on it daily, we do read it and find it very useful. Garesh is proactive and nothing is ever too much trouble, he wants to help at all times, he is also comfortable challenging our requests to ensure he has 100% understood any brief, which we like. He seems to have a very strong work ethic and has been creating some great results of late for us as we build our client and candidate portfolio. Garesh is a real asset to us right now and hopefully even more so as we grow our team and our team with you. Best wishes.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

Not yet

BACKGROUND

Please describe your company and position.

I am the Director of Carrier Relations of an insurance company.

Describe what your company does in a single sentence.

In simple words we make buying insurance super easy under one roof using mordern technology which saves a lot of time.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Quoting
• Certificate of Insurance
• Policy Checking

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

Online Search

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

• Pricing fit our budget
• Good value for cost

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

2-5 Employees

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

We incorporated with Thehour couple of years back and since than the team is super helpfull in day to day insurnce back office operations like Quoting, issuing certificate of Insurance, policy servicing work and lot more.

RESULTS & FEEDBACK

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

When we signed up it was the first time our company was exposed to a VA services so we were not sure on how things will change our operations but the way our all 3 VA handeled the workflow is tremendous, after a month or so they were doing so much on their own like sending COI to the clients, replying to the emails for policy changes that success rate made us focus on other marketing things to get more business.

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

1. COI turnaroud tie is excellent
2. Policy service tasks are also great
3. Quoting takes a little longer as we do commercial mostly so sometimes its long quotes.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

Virtual Meeting

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

The way the management involes, takes feedback work on the improvement we asked is great, we do not feel all 3 VA are not in our office their reporting and updates shows that they are sitting in our office and this is the best part I feel to share.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

Nope, waiting for them to launch their AI program for COI. In terms of satisfation, we are planning to  increasing the team size from 3 to 5 or 6 may be. We are super happy.

BACKGROUND

Please describe your company and position.

 I am the Vice President of Operations of a human resources company 

Describe what your company does in a single sentence.

The company is a digital platform that connects pharmacies with pre-screened relief pharmacists, making it easier to fill shifts quickly and efficiently.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Enhancing Operational Efficiency
• Improving Customer Support

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

• Online Search
• Clutch Site

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

• High ratings
• Referred to me

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

6-10 Employees

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

1. Pharmacist & Employer Support: Managing inquiries, assisting with account setups, and resolving issues.
2. Shift Coordination: Overseeing job postings, matching pharmacists to shifts, and ensuring timely placements.
3. Credential Verification: Reviewing and organizing pharmacist documents to maintain compliance.
4. Billing & Reconciliation: Assisting in invoicing, payment tracking, and financial record-keeping.
5. Database Management: Keeping pharmacist and pharmacy records updated for seamless operations.

RESULTS & FEEDBACK

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

The Hour supports by managing pharmacist and employer inquiries, shift coordination, credential verification, and financial tasks like billing and invoicing. They also handle database management, ensuring records stay updated. Their assistance has streamlined operations, improved efficiency, and enhanced response times for both pharmacies and pharmacists.

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

They stays on top of tasks with efficiency and flexibility. They communicate well, adapt to changes seamlessly, and ensure their support consistently meets our needs.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

What sets The Hour apart is how effortlessly they fit into our workflow, making collaboration smooth and efficient. Their ability to anticipate our needs and provide tailored support has made a real difference in streamlining our operations.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

While The Hour provided exceptional service, incorporating advanced technological tools, such as AI-driven analytics, could further enhance their offerings and provide deeper insights into operational performance.

BACKGROUND

Please describe your company and position.

I am the Director of Underwriting of an insurance company 

Describe what your company does in a single sentence.

The company is an independent insurance agency based in New Jersey, providing personalized coverage solutions for both personal and commercial clients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire The Hour - Back Office and Virtual Assistant Services to accomplish?

• Commercial Quoting Assistance

SOLUTION

How did you find The Hour - Back Office and Virtual Assistant Services?

• Online Search
• Other

Why did you select The Hour - Back Office and Virtual Assistant Services over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from The Hour - Back Office and Virtual Assistant Services were assigned to this project?

2-5 Employees

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

The Hour supports us with commercial and personal lines quoting, ensuring accurate and competitive quotes from multiple carriers. They handle data entry, quote comparisons, and follow-ups, making the process seamless and efficient. Their commercial quoting VA ensures timely submissions, verifies coverage details, and assists with carrier communications, allowing us to provide clients with well-researched and precise quotes without delays.

RESULTS & FEEDBACK

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

• Faster Turnaround Times: Quote requests are processed more efficiently, reducing response times for both personal and commercial lines.
• Improved Accuracy: Fewer errors in quoting and coverage details, leading to better client satisfaction.
• Higher Quote Volume: Increased capacity to handle more quote requests without overloading our in-house team.
• Better Follow-Ups: Timely carrier follow-ups ensure we secure the best rates and close more deals.

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

Their project management is smooth and well-structured. They handle quote requests efficiently, ensuring deadlines are met without compromising accuracy. Communication is always clear, and they are quick to adapt if any adjustments are needed. Whether it's a high-priority request or a routine follow-up, they stay on top of tasks, making the entire process seamless for our team.

What was your primary form of communication with The Hour - Back Office and Virtual Assistant Services?

• Virtual Meeting
• Email or Messaging App

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

Their speed and accuracy in handling quotes stand out the most. They understand the urgency of getting quotes out quickly while ensuring all details are correct. Plus, their ability to adapt to different carrier systems and guidelines makes working with them effortless. Additionally, their efficient handling of renewals has been a significant advantage, relieving our in-house team of a substantial workload and ensuring a smooth, timely process.

Are there any areas for improvement or something The Hour - Back Office and Virtual Assistant Services could have done differently?

There’s always room for growth, but The Hour has consistently met our expectations. Their ability to adapt and improve is one of the reasons we’ve been working with them for nearly four years. As our needs evolve, we’d love to see even more proactive insights and process optimizations to enhance efficiency further.