Web And Mobile Development, Technical Support

Born from the need of a custom software development company that gathers full-stack dedicated developers and skilled technical support associates, IntelligentBee is fully integrating into your existing teams or culture, acting as your own extension and delivering flawless implementation for your ideas. Our development shop is among premium JS companies on the US market and our developers are experts in NodeJS, ReactJS, PHP/Symfony, Go Lang, HTML5 and CSS3, iOS and Android.

We successfully completed lots of projects and we continue to be there for our clients long after the project is done, offering outsourced customer support and maintenance. We treat every project as our own and we feel responsible for its success.
We differentiate ourselves by providing full-stack development and customer support teams who are managed, trained, self-sufficient and swiftly align to our client's business objectives, that they can hire either by project or as an extension to their existing team.
We provide 24/7 Outsourced Technical and Customer Support Tailored For Your Business Needs, prioritizing your customers’ happiness in providing your product support. With our chat and email support services, you can be available every day, all the time.
We closely monitor the response time (SLA) and support health score (SHS) having as final scope to satisfy business requirements and drive customer loyalty.
Our Mission is to improve the quality of online by creating and maintaining web and mobile apps and offering outsourced customer support that delivers significant value to their customers.
We do that by providing both strategic and tactical knowledge with qualified teams executing against a proven process and using the latest technology available.
Tell us about your project, be it software or customer support. We'll be in touch right away. [email protected]

 
$10,000+
 
$25 - $49 / hr
 
50 - 249
 Founded
2010
Show all +
Iasi, Romania
headquarters
  • Str. Vasile Lupu, 78, bloc N4 (Newton)
    Iasi, IS 700350
    Romania

Portfolio

Key clients: 

Sendgrid.com, Cloud-elements.com, Flocaapp.com, CarnegieTechnologies.com, eventway.io, Eventcloud.co, edatasource.com, creativeems.com, Music Training Center, StudyEnjoy.com, Pell.io, eDataSource, Pricedefy.fr, OMI.dk, FrancePrix.fr

Reviews

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Staff Augmentation for API Platform

"IntelligentBee was instrumental in us becoming a 24/7 support shop."

Quality: 
4.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Apr. 2018 - Ongoing
Project summary: 

IntelligentBee provides a technical support team to help expansion into the European market. The team includes four engineers and a team leader.

The Reviewer
 
51-200 Employees
 
Denver, Colorado
Head of Technical Support, API Platform
 
Verified
The Review
Feedback summary: 

IntelligentBee has become an excellent resource, benefiting company growth and client satisfaction. Their passion and adaptability are noteworthy. The responsive team is dedicated to providing the best service and eager to learn.

BACKGROUND

Introduce your business and what you do there.

I run the technical support team at an API integration platform.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IntelligentBee?

We were looking to expand our support team in European countries for GDPR and other reasons.

SOLUTION

What was the scope of their involvement?

IntelligentBee provides us with additional support within Europe. We brought their team lead out to the US for two weeks of training. After that, he trained the rest of the team. One of our engineers went to Romania in September to hold additional training at their office.

What is the team composition?

We engage with a team lead and four engineers. As business grows, the team might expand with more engineers. We’ve maintained this composition since our partnership began.

How did you come to work with IntelligentBee?

I received a recommendation from our former VP of Customer Success, who did work with them involving support functionality. We were working to become a 24/7 service in Europe. IntelligentBee had experience with running a global support team for another US company. Their team put together a thorough project plan that detailed a number of resources for us. They seemed to understand our needs truly.

How much have you invested with them?

We spend $15,000 per month.

What is the status of this engagement?

We started working with IntelligentBee in April 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

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

IntelligentBee was instrumental in us becoming a 24/7 support shop. Before, we performed as an on-call service that had some engineers work overnight. Now, that’s no longer needed, which is a success story in my book. Their engineers molded into our culture. IntelligentBee’s passionate for their customers, focusing on their experience and maintaining customer satisfaction. They’ve done an excellent job exuding what’s essential for our organization to our customers.

How did IntelligentBee perform from a project management standpoint?

Their team is extremely responsive. They’re passionate contributors that respond to emails and Slack messages quickly. I meet weekly with the team lead. They’re also excellent at getting responses out to customers.

What did you find most impressive about them?

I appreciate their flexibility. Their engineers can adapt to working overnight and switching shifts to gain data from our team. They volunteer to work nights to communicate and receive knowledge from us. IntelligentBee is enthusiastic about learning.

Are there any areas they could improve?

I don’t think I have a specific point. It did take longer to acquire the number of engineers we planned on, which in turn, took longer to get them up to speed. But there are a lot of factors, including employment requirements that were preventing some team members from starting sooner.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Development and Support for Communication Platform

"IntelligentBee is faster than us. They’ve been on time and within budget every time."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
2010 - Ongoing
Project summary: 

IntelligentBee built B2B communications and marketing platforms that require custom code integrations. Assigned resources also provide comprehensive 24/7 technical support.

The Reviewer
 
201-500 Employees
 
Denver, Colorado
VP of Support and Business Operations, Communication Platform
 
Verified
The Review
Feedback summary: 

The project team is self-sufficient and highly productive. This points to a work culture that prioritizes happy employees, who in turn produce high-quality results and responsive customer care. Occasionally, IntelligentBee needs to realign efforts in order to match the platform’s capabilities.

BACKGROUND

Introduce your business and what you do there.

I am the vice president of operations for a cloud-based email infrastructure solutions company. We send 3% of the world’s legitimate email for companies like Uber and Spotify.  

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with IntelligentBee?

We needed to extend our engineering productivity and bandwidth. We also wanted to expand our technical support services and divide the work between different time zones, serving customers around the clock.

SOLUTION

What was the scope of their involvement?

IntelligentBee has created a marketing email solution that allows people to create content, add lists, and send their emails. That solution has been live for four years, and it generates a third of our revenue. It’s certainly a successful and scaled product.

They’ve also developed a Software-as-a-service solution aimed at marketing to direct channels, as well as resellers and partners. For each one of our retail integrations, IntelligentBee will code custom integrations.

IntelligentBee provides all levels of support, including L3, which is the highest, escalations level. They provide phone, chat and email support, including for sales engineers.

Our communication is streamlined, including a product manager in the US on our side who coordinates with IntelligentBee’s product manager for engineering. The support side uses the same model, with a local manager from our side interfacing once a week with IntelligentBee’s management. Each side runs operations independently and keeps one connection point.

How did you come to work with IntelligentBee?

We were attracted to IntelligentBee’s development skills, as shown in the online forums they were participating in, providing thought leadership around either a type of code or solution.

How much have you invested with IntelligentBee?

We have a substantial, ongoing annual commitment ranging in the hundreds of thousands of dollars.

What is the status of this engagement?

We started working with IntelligentBee six years ago. The collaboration is ongoing.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

IntelligentBee’s development work is driving a bit over a third of our monthly recurring revenue. The quality and scale had to be there for this to happen.

In terms of support, we gauge results by response time to inquiries. IntelligentBee has met all of our objectives, which are the same as for our domestic team. Whether the customer is being served by our team or theirs, the response time is exactly the same. All customer interactions receive an NPS [Net Promoter Score], and have an opportunity to mention how fast and useful was a response was. IntelligentBee’s metrics match ours.

How did IntelligentBee perform from a project management standpoint?

IntelligentBee is faster than us. They’ve been on time and within budget every time.

What did you find most impressive about IntelligentBee?

They have created an environment that makes employees happy to be working for the company. This certainly shows in IntelligentBee’s productivity and ability to be flexible, quick, and high-quality.

Are there any areas IntelligentBee could improve?

Because IntelligentBee is a self-sufficient group and we have few contact points, there are occasional times when we need to lean in and make sure that the alignment is in place. In their speed and agility for getting things done, IntelligentBee may be a bit ahead of where the platform is, so we may have to coordinate with them and have the team slow down.

5.0
Overall Score We’ve had an ongoing relationship with IntelligentBee for five years.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    IntelligentBee is usually ahead of us.
  • 4.5 Cost
    Value / within estimates
    We do get what we pay for, so, at the highest level, we have a great return on our investment.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer