IdeasUnlimited

BACKGROUND

Please describe your company and your position there.

I'm a customer support team lead for a print-on-demand company. We turn pictures into wall decorations, textile products etc.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited, and what were your goals??

We need a flexible partner that we can cover our shifting workloads, so that we do not build up a backlog in the most intense of times throughout the year.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were looking for call centers via Upwork and decided to try out IdeasUnlimited, among others. IU proved themselves to be the best candidate by the quality of work and ease of onboarding they shown.

Describe the project in detail and walk through their service package, including any calling tools used.

Primarily answering to customer's inquiries/complaints via e-mail, with live chat/incoming calls also being taken care of. Work in shifts for extended phone hours coverage. Work on weekends towards true calendar 24h SLA goals.

Who did you work with and what was the feedback process like?

We have a team lead present from IdeasUnlimited, who has been very helpful in building up the team as well as managing them and meeting our requirements.

RESULTS & FEEDBACK

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

We do, our SLAs have significantly improved and thanks to the flexibility IdeasUnlimited provides, we are able to save resources in days with a lower workload.

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

The communication between our team lead and theirs is regular (at least 1x week), to catch up on KPIs that we follow, discuss challenges and plan ahead. If anything comes up, getting in touch with the team lead of IdeasUnlimited is always quick. We communicate primarily via Slack.

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

At first, it was quite rough getting the team to where we needed to be. However, IdeasUnlimited was following this very closely, and eventually we were able to pinpoint the issue and fix it. What surprised me is that as soon as we did this, we were much better off, and our satisfaction with their work significantly improved.

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

A little proactivity goes a long way. Now it's not that big of an issue as everyone's doing good, but at the earlier stages there were some situations where we discovered issues too late, or needed to constantly poke at something for us to move forward.

BACKGROUND

Please describe your company and your position there.

Ecommerce company managing multiple brands. Director of Operations

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

Customer support emails and chat.

SOLUTION

How did you select this firm and what were the deciding factors?

Previous team member selected after searching online

Describe the project in detail and walk through their service package.

Tier 1 tickets via Zendesk. Emails and chats. Mostly regarding order issues or product questions.

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

2. Customer support agent.

RESULTS & FEEDBACK

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

They were both amazing with our customers and loved to communicate with our internal team.

How effective was the workflow between your team and theirs?

On a scale from 0-10, I would say a 6 or 7. Unfortunately, nuanced ticket resolutions are hard to communicate when you aren't working together during the day to day, and when issues arose, it wasn't always the easiest to make sure everyone was on the same page.

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

We liked their flexibility and adaptability.

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

No

BACKGROUND

Please describe your company and your position there.

Content creation, managing social media inbox, née client onboarding

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

To free up time to complete other task within my business. I need assistance mainly with content creation and inbox management

What were your goals for this project?

Scale my business by focusing time in other areas.

SOLUTION

How did you select IdeasUnlimited?

Utilizing the Upwork hiring platform

Describe the scope of their work in detail.

We had a few onboarding calls and trainings before work began. Lourde was a fast learner and we were up and running within a couple of weeks

What was the team composition?

I worked very closely with my Va daily to tackle task.

RESULTS & FEEDBACK

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

Since hiring IdeasUnlimited, I was able to tackle many other areas in my business and prepare it for sale.

How effective was the workflow between your team and theirs?

The workflow was very effective and she was able to learn quickly. We used a few different platforms seamlessly

What did you find most impressive about this company?

Quality of hiring, interviewing process and check ins to ensure project was running smoothly

BACKGROUND

Please describe your company and your position there.

I launched a Coffee/Espresso Kiosk, Owner Operator

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

Difficulty Building a website

What were your goals for this project?

I had a design issue

SOLUTION

How did you select this vendor?

Found on the internet through google search

Describe the project in detail.

I need technical design assistance with setting the website properly

What was the team composition?

I was assigned a project manager

RESULTS & FEEDBACK

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

My website was launched sucessfully

How effective was the workflow between your team and theirs?

We had great communication about what my needs were.

What did you find most impressive about this company?

There knowledge of systems

Are there any areas for improvement?

Non that I can find

BACKGROUND

Please describe your company and your position there.

I am the operations director at an e-commerce company headquartered in the US.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

We hired the company for creation of a customer service center.

What were your goals for this project?

Our main goal was to increase customer's experience satisfaction.

SOLUTION

How did you select this vendor?

IdeasUnlimited is outstanding from the other four vendors we searched from different channels. Finally, we made a decision to choose IdeasUnlimited because of their overall strength, cost-efficient price and 24-hour service.

Describe the project in detail.

Here are the deliverables of the project:

• Call center
• Customer service
• E-commerce support
• Order processing

What was the team composition?

We have assigned a full team which includes project manager, team leaders, and agents for our customer service project.

RESULTS & FEEDBACK

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

Customer satisfaction reached an all-time high from 8.5 to 9.5 after cooperating with IdeasUnlimited.

How effective was the workflow between your team and theirs?

The last five years have been very good.

What did you find most impressive about this company?

They are professional and hardworking.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I am an Insurance Agent Broker that specializes in Medicare Advantage Plans, Medicare Supplement Plans, Hospital Plans, Final Expense, Term Life Insurance, and Mortgage Protection.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

An experienced Appointment Setter. To make calls to set appointments for the Sales Team.

What were your goals for this project?

To follow a script that we have created and call leads that we provide. The object of the project was to qualify potential clients, who have requested to be contacted, and schedule an appointment with the potential client with a member of the sales team. Ideally, someone who is a rock star on the phone and will have no problem completing this task with the script created.

SOLUTION

How did you select this vendor?

I selected the vendor through a platform called Upwork.

Describe the project in detail.

To follow a script that we have created and call leads that we provide. The object of the project was to qualify potential clients, who have requested to be contacted, and schedule an appointment with the potential client with a member of the sales team. Ideally, someone who is a rock star on the phone and will have no problem completing this task with the script created.

What was the team composition?

N/A

RESULTS & FEEDBACK

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

someone who is a rock star on the phone and will have no problem completing this task with the script created.

How effective was the workflow between your team and theirs?

Effective

What did you find most impressive about this company?

N/A

Are there any areas for improvement?

N/A

BACKGROUND

Please describe your company and your position there.

President of Mr. Checkout Distributors

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

IdeasUnlimited is vetting the information of our association members.

What were your goals for this project?

Completion

SOLUTION

How did you select this vendor?

Upwork

Describe the project in detail.

Verification of member information.

What was the team composition?

Call center workers and a manager

RESULTS & FEEDBACK

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

We have received valuable corrections to our database.

How effective was the workflow between your team and theirs?

They have a very effective workflow.

What did you find most impressive about this company?

Strong communication.

Are there any areas for improvement?

No

BACKGROUND

Please describe your company and your position there.

I’m the CEO of Social Media Management International. We’re an SMM and e-commerce company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IdeasUnlimited?

I hired IdeasUnlimited to support and expand my business. We needed a team to support our internal staff with our marketing and e-commerce needs.

What were your goals for this project?

My overall goal was to expand my business using their expertise and meet all of my customer's' expectations.

SOLUTION

How did you select this vendor?

We found IdeasUnlimited online.

Describe the project and the services they provided in detail.

IdeasUnlimited aid us in a variety of areas. They help us find virtual assistants, web developers, and bookkeepers. They support our e-commerce platform by finding the right graphic designers, writers, and marketing experts.

What was the team composition?

They provide a team of nine people.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

We’re able to rely heavily on their team and they help us with all of our staffing and growth needs. We are thrilled with the work they’ve done for us.

How was project management arranged and how effective was it?

They’re efficient and cost-effective. Additionally, the team is reliable.

What did you find most impressive about this company?

We’re long-time clients and are delighted with their innovative approach. I’d recommend anyone to work with them.

Are there any areas for improvement?

There’s nothing for them to improve on.