Immido

BACKGROUND

Please describe your company and position.

I am the Head of Technical Operations of Spribe

Describe what your company does in a single sentence.

IGame provider

OPPORTUNITY / CHALLENGE

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

• Customer support

SOLUTION

How did you find Immido?

Online Search

Why did you select Immido over others?

Good value for cost

How many teammates from Immido were assigned to this project?

6-10 Employees

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

The scope of work included providing full-cycle customer support services for our product. The partner was responsible for handling customer inquiries across multiple channels, ensuring timely and high-quality responses, and maintaining consistent service levels.

Key deliverables included 24/7 customer support coverage for worldwide users, multilingual support, incident and issue handling, escalation management, and ongoing communication with our internal teams. The company also supported dynamic workload scaling, adapting resources based on traffic and demand fluctuations, while following established support processes and SLAs.

RESULTS & FEEDBACK

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

The partnership resulted in improved customer satisfaction and consistently high service levels. Response and resolution times were maintained within agreed SLAs despite fluctuating workloads and peak traffic periods.

The support team successfully handled a growing volume of requests from worldwide users while maintaining quality and continuity of service. Their 24/7 multilingual coverage reduced delays for international customers and improved overall communication efficiency. As a result, our internal teams were able to focus on core business activities while customer support operations remained stable and scalable.

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

Their project management was highly professional and well-structured. The team is very responsive and deeply involved in all processes, with senior leadership available at any time to address issues or provide guidance. They demonstrated a strong commitment to maintaining SLAs and ensuring timely delivery of all tasks. Throughout the engagement, they proactively adapted to our needs, managed workload fluctuations efficiently, and maintained clear, transparent communication, making collaboration smooth and reliable.

What was your primary form of communication with Immido?

Virtual Meeting

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

We were most impressed by their professionalism, responsiveness, and client-focused approach. Senior leadership is always available, SLAs are strictly maintained, and they handle dynamic workloads and 24/7 multilingual support with ease.

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

Overall, our experience was excellent. We have no major suggestions for improvement — the team consistently exceeded our expectations. Keep up the amazing work!