LavaPi

BACKGROUND

Please describe your company and position.

I am the Co-Founder of a BPO company.

Describe what your company does in a single sentence.

We are a provider of outsourced services, specializing in areas such as Customer Support, Lead Generation, Direct Marketing, Sales Activities, and Technical Support. With a focus on delivering exceptional results and exceeding client expectations, we offer a comprehensive range of services tailored to meet the unique needs of businesses across various industries. Our dedicated Customer Support team is committed to providing top-notch assistance and ensuring customer satisfaction. Our skilled Technical Support team is equipped to handle a variety of technical issues and provide expert assistance.

OPPORTUNITY / CHALLENGE

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

• Automate Routine Tasks: Implement features like IVR, auto-dialers, and automated scripts to reduce manual effort.
• Optimize Workforce Management: Use real-time analytics to forecast call volumes, schedule agents effectively, and improve resource allocation.
• Improve Agent Productivity: Equip agents with intelligent tools like CRM integration, knowledge bases, and call recording/analytics for learning and performance improvement.

SOLUTION

How did you find LavaPi?

Referral

Why did you select LavaPi over others?

• High ratings
• Close to my geographic location
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from LavaPi were assigned to this project?

6-10 Employees

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

Objective: Develop a robust call center solution to enhance customer experience and operational efficiency.
Key Deliverables: Core Functionality: IVR, call routing, queuing, recording, monitoring, and analytics.
Agent Interface: User-friendly dashboard, real-time call information, screen pop, and CRM integration.
Supervisor Interface: Real-time monitoring, historical reporting, forecasting, and scheduling.
System Integration: Phone system, CRM, and other relevant systems integration.
By delivering these key features, the application will improve customer satisfaction, agent productivity, and operational efficiency.

RESULTS & FEEDBACK

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

Reduced average handling time, Increased first-call resolution rate, Improved agent productivity, Enhanced customer satisfaction, Accurate reporting and analytics, Improved forecasting accuracy.

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

LavaPi used an Agile approach, delivering most items on time. They were responsive, flexible, and proactive in addressing our needs.

What was your primary form of communication with LavaPi?

Virtual Meeting

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

What impressed me most about LavaPi's team was their technical expertise and strong client focus. They were able to understand our complex requirements, provide innovative solutions, and effectively communicate throughout the project.

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

I don't recall such. 

BACKGROUND

Please describe your company and your position there.

I'm working as an operations manager for Fashion Retail Company, which is a franchise retailer in Saudi Arabia, MENA, Central Asia and Caucasus regions.

OPPORTUNITY / CHALLENGE

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

We hired LavaPi to build and develop Web Portal for Direct Sales Project. Our Goals were to reach our customers during the lockdown because of Covid 19. And the fastest solution was to implement Direct sales project.

SOLUTION

How did you select LavaPi and what were the deciding factors?

We selected lavaPi upon the recommendation of acquaintance, who works in the Polish branch of this company. Time was the main deciding factor as we had to reach our customers during the lockdown as fast as possible.

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

We explained to the company representative our goal and our vision of the portal. They offered the design and additional functions what we could add. The negotiations went very smoothly and fast and we were able to launch the portal in 3 weeks time.

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

We were dealing with the project manager and team lead from LavaPi.

RESULTS & FEEDBACK

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

We are still working with them, as they are doing the maintenance for the portal, also they added more functions upon our needs and requests during last months.

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

We are communicating with the project manager directly on calls and by email

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

The team provides fast feedback on top of their high-quality outputs and a proper understanding of our needs.

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

In this project we didn't face such cases.

BACKGROUND

Please describe your company and your position there.

LTD Style (brand name Voulez-Vous) is a distributor and retailer of Perfumery and Cosmetic goods in Georgia since 1995. Voulez-vous has 10 stores in major cities of Georgia. I'm a Financial Manager in LTD Style since 11/2012.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LavaPi?

We struggled with old-fashioned accounting system for years and wanted to move to the newer, modern system with good database analytics

What were your goals for this engagement?

1. Save time;
2. Have a good database analytics
3. User friendly interface
4. Simple to work for POS moduls
5. Modern financial reporting system
6. Integration with Revenue Service of Georgia
7. Cost saving

SOLUTION

How did you select LavaPi?

We searched online, considered several proposals, LavaPi was the most suitable and swift option.

Describe the engagement in detail.

Mostly our communication was during quarantine due to the Covid19. LavaPi team was very comfortable to work with, they didn't have delays, were maximum transparent.

This project was a bit delayed from our side, because we couldn't start testing new system in shops during quarantine. After launching new software, they swiftly revised some issues that occurred during first month.

Describe their billing or cost structure.

We agreed to pay 30% in advance, 30% before launching and 40% after finishing the project.

What was the team composition?

We mainly worked with our Project Manager, but CEO was also involved during some custom-built modules.

RESULTS & FEEDBACK

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

We used their existing software but had several individual requests that needed custom-built modules. We started from training with their existing Software during first month, then we had adjustments with custom-built modules and waited till July when all the shops were open.

We finalised the project in the beginning of September.

How effective was the workflow between your team and theirs?

That was the most comfortable moment, because LavaPi team were on track all the time.

What did you find most impressive about this company?

Their open-minded attitude toward the project was impressive.

Are there any areas for improvement?

We have old e-Commerce system (www.voulez-vous.ge) and we were unable to make effective integration with new account software. LavaPi team is working on fixing this issue.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a performing arts group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LavaPi?

We hired LavaPi to provide development support.

SOLUTION

What was the scope of their involvement?

The first project LavaPi did for us was building our website, in which they also helped with getting a domain. They’re currently renovating the site. Social media support, including building pages on LinkedIn, Facebook, and Twitter, was handled by their team, too. 

They’ve implemented a program that lists our students and marks their absence, presence, and payments. The mobile application they’re working on will allow parents to view their child’s behavior and see their attendance. 

What is the team composition?

We communicate with two people from their team. 

How did you come to work with LavaPi?

We found them using Yellow Pages and discovered we have mutual connections. 

How much have you invested with them?

Our total cost has been $7,000.

What is the status of this engagement?

We started working together in November 2014 and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’re satisfied with the work they’ve done and we continue to collaborate with them. Their support has been very helpful and their service is good. 

How did LavaPi perform from a project management standpoint?

Everything was managed well. When a mistake was identified in the beginning, they improved it immediately. 

What did you find most impressive about them?

Their team is friendly and easy to communicate with. 

Are there any areas they could improve?

No, they’re a really nice team to work with.

Do you have any advice for potential customers?

I always recommend them to other people.

BACKGROUND

Please describe your company and position.

I am the Corporate Assistant of a water supply company

Describe what your company does in a single sentence.

A leading company on the water supply market. The company delivers drinking water to a couple of cities and their neighborhoods.

OPPORTUNITY / CHALLENGE

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

• To develop the corporate chat for the company
• To help employees communicate securely with messaging

SOLUTION

How did you find LavaPi?

Referral

Why did you select LavaPi over others?

Referred to me

How many teammates from LavaPi were assigned to this project?

2-5 Employees

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

With so many employees, we were in need of secure, fast and easy-to-use corporate messaging solution. LavaPi developed a desktop and mobile applications for iOS and Android for internal use. The application includes conference calls and messaging and is stored on our private cloud servers. 

RESULTS & FEEDBACK

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

The project was deployed easily and LavaPi provided well-documented instruction of use. 

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

They were providing demo calls every 2 weeks and delivered tasks on time.

What was your primary form of communication with LavaPi?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

LavaPi's professionalism, quality, and responsiveness were most impressive.

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

More in-person meetings would be better

BACKGROUND

Please describe your company and your position there.

I am a CEO at RC group. RC provides legal consultation and lawyer services.

OPPORTUNITY / CHALLENGE

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

We needed integration with the governmental web portal matsne.gov.ge, so that we could get immediate updates in regulations. Our goals were to get legal news an modifications as soon as possible.

SOLUTION

How did you select LavaPi and what were the deciding factors?

I selected LavaPi by recommendation, I've been ensured that they would provide good service and price on Georgian market.

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

Lavapi suggested to use the API and integrate it with matsne.gov.ge that would give me the easiest solution to have the newest legal information.

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

I was in touch just with one person who speaks my native language - Lado, senior web developer.

RESULTS & FEEDBACK

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

It was very easy to collaborate with them and get the desirable work. they fit in deadlines.

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

everything was okay, I was calling them if I needed anything and got Jira reports weekly.

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

they cared about the service very much, the guy I was in touch with was asking how was the service all the time. they are trying to have as much happy customers as possible

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

no