Intelegencia

BACKGROUND

Please describe your company and position.

I am the Revenue Operations Manager of Popchew Inc

Describe what your company does in a single sentence.

Popchew is a food tech startup based in New York City, specializing in helping creators and influencers launch their food brands

OPPORTUNITY / CHALLENGE

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

• Handle Customer Support
• Offshore Operations

SOLUTION

How did you find Intelegencia?

Referral

Why did you select Intelegencia over others?

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

How many teammates from Intelegencia were assigned to this project?

2-5 Employees

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

Provided customer service and support. They handled customer support calls and performed various operational tasks to ensure smooth business operations. Additionally, they were responsible for onboarding new customers and handling data entry tasks. Their role also involved performing business critical tasks, which likely included essential functions necessary for the success and functioning of the company.

RESULTS & FEEDBACK

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

High customer satisfaction (CSAT) score, indicating that customers were highly satisfied with their services. They also optimized their operations to improve efficiency, resulting in reduced response times. These improvements likely contributed to a better overall customer experience and a more streamlined business operation.

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

Yes, Intellegencia's project management was focused on delivering items on time. They made efforts to meet project deadlines and ensure timely delivery of their services. In terms of responsiveness to customer needs, Intellegencia was attentive and proactive. They prioritized addressing customer requirements and concerns promptly, aiming to provide satisfactory solutions and support. Overall, their approach to project management involved timely delivery and responsiveness to customer needs.

What was your primary form of communication with Intelegencia?

• Virtual Meeting
• Email or Messaging App

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

The most impressive and unique aspect of Intelegencia is their ability to provide a comprehensive range of services, including customer service, customer support, operational tasks, onboarding, and data entry. This diverse set of capabilities allows them to support their clients across various aspects of their business operations. Their commitment to delivering efficient services, reducing response time, and ensuring customer satisfaction also sets them apart from others in the industry.

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

Utilizing data and analytics to gain insights into customer preferences, trends, and operational performance can enable Intelegencia to make data-driven decisions and further enhance their services

BACKGROUND

Please describe your company and position.

I am the Marketing/eCommerce Project Manager of Hanes Supply, Inc

Describe what your company does in a single sentence.

Construction and Industrial supply company.

OPPORTUNITY / CHALLENGE

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

• Create & enhance ecommerce product data in a consistent manner
• Build effective merchandising pages on our websites
• Expand on their ecommerce skillset to support external ecommerce marketplaces

SOLUTION

How did you find Intelegencia?

Referral

Why did you select Intelegencia over others?

• High ratings
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from Intelegencia were assigned to this project?

6-10 Employees

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

We needed a data team to do an effective job creating, optimizing and cleaning product content. At one time we had 1.1 million skus on the website and much maintenance was needed. Many product pages were to be developed as well. Not only for merchandising, but also for PPC support.

RESULTS & FEEDBACK

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

We have reduced the sku count on the website to reflect our most important items. The team has optimized thousands of product images, and content, which allowed us to market these pages for PPC. Team members have also partnered with our key vendors to keep lines of communication open so we are consistently receiving the best product content from them.

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

We use the Jira ticketing system to track tasks and perform scrum meetings so everyone on the team is aware of what part of the project each person is working on.

What was your primary form of communication with Intelegencia?

• Virtual Meeting
• Email or Messaging App

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

The onboarding process was above and beyond any other BPO I researched. I am also very impressed that Intelegencia has an internal training department to support the team's growth.

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

Nothing I can think of at this time.

BACKGROUND

Introduce your business and what you do there.

I’m a department lead at Quick Quack Car Wash, a car wash company with a membership-based business model. In my role, I manage the customer service side.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intelegencia?

Due to our membership model, we have a customer service department so that people can call in to ask about various things related to their memberships. Therefore, we needed agents to help us answer those calls.

SOLUTION

What was the scope of their involvement?

Intelegencia provides us with the headcount we need for our customer service department. Their agents work for us from the Philippines to help us answer our calls.

Although the integration was a bit before my time, I know that they were able to bring their agents online very quickly.

Initially, one of our trainers worked with Intelegencia’s trainer on the job description and the work we needed the agents to do for us. From there, they were able to bring their crew online with a team of 20 agents within three weeks. We also provided Intelegencia with some scripts regarding how we wanted to answer the calls, as well as with our branding.

However, most of what Intelegencia’s agents do is deal with our client’s individual issues. Therefore, they don’t need scripted responses. Instead, they ask questions to our customers and provide them with a solution based on their responses. Their agents handle certain types of calls related to customer memberships, such as billing questions, cancellation requests, additions or removals of vehicles to the membership, and other things of that nature.

Intelegencia also provides us with several Spanish-speaking agents because we have a bilingual element within our call center. Moreover, all their agents help us answer emails in between calls because our incoming email volume is almost the same as our incoming call volume. Still, we have a group of agents entirely dedicated to email customer service.

In addition to the customer service agents, Intelegencia provides us with resources for the accounting team. Although I don’t work directly with them, I know that they handle data analysis, accounts payable, accounts receivable, and other tasks of that nature.

What is the team composition?

I work with different teammates from Intelegencia, including team leads, the trainer, and the agents. Additionally, the accounting department works with a data analyst and two support agents from their team. My main point of contact is Chynna (Operations Manager).

How did you come to work with Intelegencia?

One of our teammates had already worked with Intelegencia at another company, so they recommended them. However, as previously mentioned, they joined before my time, so I’m not entirely sure. I believe my company ultimately chose them due to their price and speed in getting their resources online.

How much have you invested with them?

We’ve spent hundreds of thousands of hours. We pay them around $35,000–$40,000 per month.

What is the status of this engagement?

Intelegencia has been working for us since around 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

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

From a cost-savings perspective, working with Intelegencia has certainly been a lot less expensive than having agents in the US. Additionally, their resources have been able to answer calls in a timely fashion, and we’ve been able to keep our abandonment rate below the goal we set for our call center. Thanks to their timely support, we’ve been able to have internal team meetings, knowing that we’re being covered and won’t experience a drop in our service levels.

How did Intelegencia perform from a project management standpoint?

Intelegencia has performed reasonably well. Their main performance indicator has been their availability to answer calls, which is very helpful. Their team has been very responsive to certain email queue overflows. Whenever we’ve done a price change or something like that, we start to get a lot more cancellation requests, and they helped us handle those situations.

Intelegencia’s trainer also handles QA, so he always sends the agents’ QA scores to let us know how they are performing regarding how they answer calls and ensure to keep our customers satisfied within our customer satisfaction scores. As for collaboration tools, Intelegencia uses our own CRM tool, and we communicate via Microsoft (MS) Teams.

What did you find most impressive about them?

Intelegencia’s reliability is impressive. We’ve always known that we can count on them. For example, during the COVID-19 pandemic, we had a lot of health issues. However, Intelegencia’s team was always there and rarely had people out sick, which was nice to see.

Are there any areas they could improve?

It would be great if Intelegencia improved their understanding of our culture and how things are done in our business. Sometimes, they get too stuck on going by the book and don’t listen for clues on what the customer really needs.

Most of the time, when a customer calls and is upset, they just need to be heard and be involved in the solution. However, Intelegencia’s agents have been a little stubborn in going by the policy, and their lack of flexibility has affected customer satisfaction.

Do you have any advice for potential customers?

Be very clear regarding expectations and training methods so that Intelegencia can follow through with your needs.

BACKGROUND

Please describe your company and your position there.

I'm the Chief Information Officer at a small business that specializes in providing EDI Compliance & IT services to other businesses.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Webzin Infotech Pvt Ltd , and what were your goals?

Our company has seen a tremendous amount of growth in recent months, creating the need to outsource to a reliable & cost-effective BPO service provider to assist with augmenting our customer service team. This is necessary for providing top-notch customer service during & outside of regular business hours, upholding the standard of excellence that our clients have come to expect from us.

SOLUTION

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

I selected Intelegencia because of its expertise, reputation, & affordability. Their impressive portfolio and customer reviews reinforced my decision. I was impressed with the level of communication, responsiveness, and professionalism from the start. In addition to these factors, their commitment to staying up-to-date on the latest trends made them a great choice for us.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Intelegencia assisted us by providing a team of industry-experienced client support agents that flawlessly integrated with our existing team. They took the time to understand our processes, challenges & goals, & worked with us to develop customized solutions that fit our business needs. During the course of the project, their onboarding team provided valuable insights & expertise which enabled us to create a more user-friendly experience for our customers.

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

We had a team of three people from Intelegencia work with us during the onboarding process. They included one project manager, one account manager, & one developer. All members of their team had extensive experience in the industry, which was an invaluable asset for our project.

They provided us with professional guidance & support throughout the entire process. Ultimately, their expertise helped us create a more cost-effective solution that met our specific business requirements. We couldn't have been happier with the results!

I think having an experienced team from Intelegencia was crucial for our project to be successful. Their knowledge and input enabled us to create a solution that was tailored to our business needs while staying within our budget.

Moreover, their passion for problem-solving & dedication to the project made it an enjoyable process from beginning to end. That's why I would highly recommend Intelegencia to any company looking to achieve success with their projects.

RESULTS & FEEDBACK

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

We have seen several positive outcomes based on our partnership with Intelegencia. We saw an immediate reduction in costs associated with customer support & an increase in customer satisfaction. Furthermore, our Net Promoter Score increased within the first three months of implementation & has continued to steadily rise since then.

This further confirms the positive impact this partnership has had on our business. We are very pleased with the outcome & look forward to seeing even more success in the near future.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations and sales for Buy Auto Parts, an aftermarket car parts distributor. We sell online, through warranty companies, and B2B. Our headquarters are in San Diego.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intelegencia?

We were looking to reduce costs and improve quality.

SOLUTION

What was the scope of their involvement?

We’ve been with Intelegencia for three years now. We started with digital communication. We sent our managers for training and did a live training with Intelegencia. We had a small team of 10 people to do all of our back-office functions, including replying to emails, answering questions, and so on.

From there, we’ve grown into 25 employees, expanding into warranty and accounting departments, some cataloging, voice agents, and sales in chat groups.

What is the team composition?

On top of the 25 people on our staff, we regularly work with another five people. We’ve worked with Perry (Founder & CEO) and Mico (Country Manager), the head of the Philippines group.

On a daily basis, we have a managing director that works with team Manila, a supervisor, the supervisor’s superior, and an office manager. We also know that they have a trainer and a QA person.

How did you come to work with Intelegencia?

We found them at their very beginning. They were called Second Office at the time, and they were a small company at a trade show. We didn’t want to compete with large companies with their call centers in Manila, so we wanted someone who could work closely with us. Also, we wanted agents who’d only work for us to have a rapport with each one.

What is the status of this engagement?

We began working with them in February 2019, and we’ve been expanding our engagement every year.

RESULTS & FEEDBACK

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

We get a daily report with how many email replies and purchase orders are placed. We also get QA scores, listen to a couple of calls a week for every agent to hear what’s happening, and spot-check 3–4 emails per person. The structure of their emails is always very detailed and polite. We’ve worked with a brand ambassador through the years to improve the quality of the message, understand what the customer is asking, and get it into one response.

All in all, I’d say the success comes from the customers. We get excellent reviews, which is priceless in this day and age. Overall, we have a hybrid effect going on because we still have a state-sized customer service team. It works because it’s structured, but we also want them to be free-thinking, so it’s challenging. However, we have an escalation of power that works nicely for us.

How did Intelegencia perform from a project management standpoint?

First of all, we get a daily report and a quarterly review. We also have a biweekly call with the manager and office manager where we talk about headcount, various issues, and working remotely versus working in the office. In summary, we’re well–informed about everything that goes on almost in real-time.

We use Zoom and Teams to communicate. We used to go each quarter before COVID-19 to keep our fingers on the pulse. Moreover, their team members are like our employees — we might not pay them, but they have our email, systems, teams, chat rooms, phone system, and so on. Everything is well integrated.

What did you find most impressive about them?

Their honesty and integrity are outstanding from a management perspective. They’re real people, and that’s not easy to get, especially with an outsourced company.

Are there any areas they could improve?

It’s tough to say. From a customer service perspective, there isn’t anything. We keep expanding our engagement because it’s so well-run.

Do you have any advice for potential customers?

Get involved. Many companies hire an outsource company, and then they’re done. With Intelegencia, you can interject, be involved, and help with training.

We don’t go over there anymore, but in the beginning, it was essential to let them know we were there. We still send them sweatshirts, shirts, and a monthly stipend to give out awards. It keeps the camaraderie and momentum going.

BACKGROUND

Introduce your business and what you do there.

I’m the product manager for the flagship product of a SaaS company that services the mailing and printing industries mainly in the US. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intelegencia?

We initially hired Intelegencia when we were going through a transition period and needed to expand our team. That was around eight years ago, and we’ve since maintained a permanent team with them.

SOLUTION

What was the scope of their involvement?

Intelegencia provides software development and software management services for us. On top of that, they manage our IT infrastructure, servers, and database. We also run multiple scrum teams for products through them as they maintain multiple products. Some products are built from scratch, while others are picked up from where we left off. 

Everything we work on is fully documented. The Intelegencia team contributes to that now as they learn about our business and become a more integrated part of our team. At present, they work as our own employees and play a key role in running our business. 

Some key features and products they’ve developed for us include fully developed APIs, reporting engines, estimating tools, and dynamic job management boards. The team also creates customer-facing interfaces and credit card payment integrations. 

What is the team composition?

We work with basically all of their members, including Harry (Owner & President). We’ve been working together for eight years, so some of their members are no longer with us anymore. A few members have been with us the entire time, however. They’re the leaders now in everything we do. As the years go on, we’ve added more and more members to the team. 

How did you come to work with Intelegencia?

We found Intelegencia through a referral from another software company that worked with us in the past. Initially, we contracted them to build one of our smaller tools. Based on the outcome of that, we decided to continue working with them until we ended up having them as a permanent part of our team. 

How much have you invested with them?

We’ve spent somewhere around $3 million. 

What is the status of this engagement?

We started working together in January 2013, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

Thanks to the improvements that we’ve made with the Intelegencia team, our product updates have become faster. In fact, the frequency at which we release new product versions has gone from once or twice per year to 9–10 times per year. Moreover, with the infrastructure management services they provide, our disaster recovery is also far more robust now. 

How did Intelegencia perform from a project management standpoint?

Their project management has been great. We typically communicate using Jira, emails, and video conferencing on a daily basis. Moreover, the stability of Intelegencia’s workforce is truly valuable for us, especially considering the market’s volatility now. In fact, the turnover of our more seasoned resources is low. We’re continually adding members, so the amount of work we finish continues to grow, too. 

What did you find most impressive about them?

The level of attention that we get from Intelegencia is far above anything we get from other vendors. Their team cares for us and is knowledgeable; they put plenty of effort into ensuring that we get our needs from a resource standpoint. This is far above and beyond what we’ve experienced anywhere else. 

Are there any areas they could improve?

No, there aren’t any. We’ve had problems adding team members over the past year, but that’s a marketwide problem. 

Do you have any advice for potential customers?

If you’re new to working with offshore teams, remember that it takes time to get into a rhythm. On top of that, being as clear as possible about your expectations is crucial in the engagement. Intelegencia is great, but you still get what you give; they’re good if the customer is honest. 

BACKGROUND

Introduce your business and what you do there.

I’m the VP of product development at American Messaging, a company that provides critical messaging services to customers in the healthcare sector and the municipal government. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Intelegencia?

We engaged Intelegencia when we were migrating app code from our former partner. The code came with 25,000–30,000 users, and we needed to migrate it to AWS. Since we didn’t have an in-house development team, we wanted a company that provided such services. 

SOLUTION

What was the scope of their involvement?

In the beginning, our former partner’s development team assisted Intelegencia in the migration process. They were required to handhold the process before the Intelegencia resources took over. Our former partner then provided the majority of the documentation that needed to be rebranded into our product. From there, Intelegencia provided custom development and migration services. They received all user guidelines, manuals, logins, and passwords. For several months post-migration, they were able to ask the former DevOps team about the app, which aided the transition process. 

For context, the app is called AMS Connect, and its core features include pager integration and secure messaging. It has a status feature where a person can cover for somebody and receive messages for that individual. Meanwhile, its service feature allows users to opt in and out of a particular role so that messages arrive based on their preferences. Since we’re in the healthcare space, the messages should also be secure and encrypted to meet HIPAA compliance standards, especially when patient information is being shared. 

At present, the Intelegencia team provides 24/7 monitoring and DevOps services for our system and app. They also handle our ongoing development needs.

What is the team composition?

We work with around 15 people from Intelegencia. An executive-level member oversees the whole team. We also interface with a project manager, while the rest of their team members are developers. 

How did you come to work with Intelegencia?

Intelegencia was recommended by one of our board members. We didn’t find them on our own. 

How much have you invested with them?

We’ve invested $50,000–$200,000. 

What is the status of this engagement?

We started working with them in February 2020, and the engagement is ongoing. 

RESULTS & FEEDBACK

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

Our main success metric has been to convert and migrate our customers to the new platform with minimal technical difficulties. Intelegencia has done a fantastic job in that regard; our new app instance has come up like it’s supposed to, and customers have been migrated over to the new platform according to plan. Since then, we’ve also had little to no downtime. 

The transition to the new platform has been easy. Moreover, Intelegencia has stayed on schedule, which is more favorable for our customers. Finishing the migration process ahead of time would have been inconvenient for customers since they may not be prepared to do it. Simply put, we’ve had low customer disruption since the team has stayed on schedule. 

How did Intelegencia perform from a project management standpoint?

Their project management has been excellent. We have four Zoom calls per week and use Teams on our desktops and phones. Our members also use emails. Meanwhile, we try to be cognizant of Intelegencia’s time zone — they’re in India, and we’re located in the US — so we don’t send Teams messages in the middle of the night in their time zone. As a result, we generally have our calls early in the morning.

For urgent matters, we can leave messages on Teams and reach out to their North American representative; we can always get in touch with them. Their DevOps services are available 24/7, and this setup has worked well for us so far. 

What did you find most impressive about them?

The people in Intelegencia are fantastic, friendly, and eager. They speak English well and have a great culture in terms of company management. It’s also helpful that they have a representative based in the US. Moreover, when people leave, others quickly step in and come up to speed. 

On top of that, they’re so good that certain members of their team work on our customer technical calls. In other words, we’ve truly integrated them into our processes; we consider them a part of our family. 

Are there any areas they could improve?

No, there aren’t any. I don’t have suggestions for improvements because they’re doing a great job. 

Do you have any advice for potential customers?

Choosing Intelegencia is a great choice. Start early and communicate often. Check their understanding of the project, and have everything documented with regard to dates, times, and expectations. From there, you’ll have a great experience with them. 

BACKGROUND

Please describe your company and position.

I am an executive at a Household Good Retailer

Describe what your company does in a single sentence.

We are a large Australian-based, multi-national retailer of furniture, bedding, computers, communications and consumer electrical products

OPPORTUNITY / CHALLENGE

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

• Assist our core team in Australia
• Improve Output

SOLUTION

How did you find Intelegencia?

Conference

Why did you select Intelegencia over others?

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

How many teammates from Intelegencia were assigned to this project?

Other

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

Creating and publishing new products on the website.

RESULTS & FEEDBACK

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

Improved productivity and scalability.

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

They were always on time.

What was your primary form of communication with Intelegencia?

• Virtual Meeting
• Email or Messaging App

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

Ability to scale.

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

Nope.

BACKGROUND

Please describe your company and position.

I am the VP of Editorial of HackerNoon

Describe what your company does in a single sentence.

HackerNoon is the best place to read and publish tech stories.

OPPORTUNITY / CHALLENGE

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

• Data Entry
• Formatting
• Publishing

SOLUTION

How did you find Intelegencia?

Online Search

Why did you select Intelegencia over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Good value for cost

How many teammates from Intelegencia were assigned to this project?

2-5 Employees

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

Data Entry Services Copying and formatting text from sources into our CMS Editing text, creating custom images, scheduling stories to be published

RESULTS & FEEDBACK

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

Total stories uploaded/published

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

Their project management is top class. They are meticulous and over-detailed which is what you want from a firm that you work with completely remotely. I'll definitely be taking notes from how they manage their teams

What was your primary form of communication with Intelegencia?

Email or Messaging App

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

Their organizational and accountability skills. They know how to keep people active and keep their staff on a good pace while working remotely.

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

no