KABWE HOLDING

BACKGROUND

Introduce your business and what you do there.

I’m the general manager of Inside Provider, an internet provider company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire KABWE HOLDING to accomplish for INSIDE PROVIDER?

KABWE HOLDING has significantly improved our customer experience by ensuring that every client receives timely, accurate, and courteous support. Their contribution allows us to focus on our core operations while maintaining a high level of customer satisfaction.

SOLUTION

Can you describe the scope of work KABWE HOLDING handled for this project?

KABWE HOLDING’s scope of work has focused on centralizing customer communication, improving service quality, and providing structured reporting to support our operational efficiency and customer satisfaction. The team has delivered a combination of operational reports, communication tools, service improvement insights, and structured documentation, all of which have strengthened our customer service infrastructure and improved overall service quality.

What is the team composition?

We’ve worked with 2–5 teammates from KABWE HOLDING.

How did you come to work with KABWE HOLDING?

We found them through a referral. We chose them over other options because they had high ratings, good value for cost, and aligned company values.

How much have you invested with them?

We’ve spent around $100,000.

What is the status of this engagement?

We started working with them in January 2023, and our engagement is ongoing.

How do you communicate with them?

We communicate through in-person meetings, virtual meetings, and emails or messaging apps.

RESULTS & FEEDBACK

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

Since working with KABWE HOLDING, we’ve seen faster response times, higher resolution rates, improved customer satisfaction, better reporting visibility, reduced internal workload, and stronger operational processes. These results show clear progress and tangible value delivered to us.Specifically, we’ve seen a 60% increase in response times, a 70% decrease in missed calls, a 20-point increase in resolution rates, a 30%–40% decrease in complaints, and a 50%–60% reduction in internal workload. We’ve measured these improvements over the first six months of our collaboration with KABWE HOLDING, comparing baseline performance before outsourcing with the results achieved after their call center operations were fully implemented.

How did KABWE HOLDING perform from a project management standpoint?

KABWE HOLDING’s project management has been organized, timely, and dependable, contributing to a smooth partnership and measurable improvements in customer service performance.

What did you find most impressive about them?

What has stood out most about KABWE HOLDING is their professionalism, consistency, adaptability, and genuine partnership mindset. They don’t just execute tasks—they elevate our customer service operations.

Are there any areas they could improve?

KABWE HOLDING has performed strongly overall, and the areas for improvement are refinements, not major issues. They mostly relate to deeper reporting, more proactive communication, faster updates, and enhanced training consistency.