LimTC

BACKGROUND

Please describe your company and position.

I am the President/Principal Agent of Choice One Insurance Inc

Describe what your company does in a single sentence.

Risk Management, Commercial and Personal Insurance, USDOT Compliance.

OPPORTUNITY / CHALLENGE

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

• Provide Support for frequent phone and email requests for the Agency Clients located across the USA in different time zones.
• Handle basic to intermediate Client Support tasks that do not require attention of a licensed insurance specialist.
• Provide multilingual support to Clients for whom English is not the first language.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned
• Other

How many teammates from LimTC were assigned to this project?

2-5 Employees

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

• Provide proofs of insurance and copies of insurance documents at request per agent's instructions
• Prepare and administer collection of electronic signatures
• Distribute policies and endorsements to clients
• Follow through automated notificataions and tasks in client management system
• Contact clients to verify various information as requested by the Agent/Insurer
• Conduct reminder calls and email follow-up to Clients

RESULTS & FEEDBACK

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

90% of inbound calls and about 70% of inbound emails for customer support (other than new business, policy changes, compliance consultations) are handled by LimTC's assigned personnel.

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

There are no dedlines in the project. LimTC handles tasks on first-come-first-served basis with minimal prioritization. 

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

Ability to find personnel that fits our culture and willing to learn and improve to meet Agency's goals and objectives.

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

I was contacted by LimTC management several times to provide feedback and ideas for improvements, if any, for the staff assigned for our project.

All necessary corrections were made directly with staff so there was not much for the LimTC to be involved to.

BACKGROUND

Please describe your company and position.

 I am an Executive of a Tax collaboration platform

Describe what your company does in a single sentence.

Our platform is revolutionizing the way tax divisions operate. It’s their mission to make tax processes smarter and more enjoyable, ensuring full control and compliance worldwide.

OPPORTUNITY / CHALLENGE

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

• Finding a trustworthy partner to handle our increasing number of client email support queries was our primary goal when we first contacted LimTC. Serving clients in more than 150 countries,ours is a platform for tax collaboration, and many of them work in different time zones. In order to free up our internal workforce to concentrate more on product development and innovation, we required a team that could guarantee timely, accurate, and professional contact with our clients. To put it briefly, we wanted to improve customer service's effectiveness and quality without sacrificing the high expectations our consumers have for us.

SOLUTION

How did you find LimTC?

• Online Search
• Referral

Why did you select LimTC over others?

• Great culture fit
• Good value for cost

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

They did more than just respond to emails. They established effective ticket management workflows, made answer templates specifically for our platform, and assisted in streamlining escalation procedures to guarantee that complicated problems were promptly forwarded to the appropriate internal experts.  The group handled daily client queries about feature requests, problems, onboarding, and explanations pertaining to compliance.  Additionally, they monitored and reported persistent problems, which provided us with important information about where we might enhance our user interface or product documentation.  Implementing a knowledge base foundation for our clients was one of the main objectives; it decreased repeated questions and made assistance more proactive rather than reactive.

RESULTS & FEEDBACK

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

The outcomes have been quite promising.  Customer satisfaction levels increased by 25% in the first three months, and our average response time decreased from more than 12 hours to less than 4 hours.  More importantly, there was a noticeable improvement in response consistency, which reassured our clients that they could always count on us.  Our reputation directly benefited from this, and it also strengthened our bonds with both current and potential clients.

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

LimTC was outstanding in project management.  They were always on time with their deliveries, provided us with regular updates, and were adaptable when our needs changed.  Slack and email were the main methods we communicated with their staff, and we always felt that any queries or changes were handled promptly and expertly.  The partnership seemed smooth because of their promptness, almost as if they were an extension of our own staff rather than a third-party vendor.

What was your primary form of communication with LimTC?

Email or Messaging App

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

Their dedication to fully comprehending our business plan and the subtleties of our product was what most impressed us.  on addition to offering "support agents," they also taught their staff on tax process processes and vocabulary, which improved the accuracy and credibility of their client communications.  We have never encountered outsourced partners with this degree of commitment.

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

Expanding their language assistance skills would be the only area we would suggest for improvement.  It would be helpful to have additional language coverage in the future because we operate in many different places.  Nevertheless, this was a little matter in comparison to the total benefit they provided to us.

BACKGROUND

Please describe your company and position.

 I am the Co-Founder & CEO of a software company 

Describe what your company does in a single sentence.

Collaborate with your buyers in one centralised and trackable digital space, from first call to deal close and beyond.

OPPORTUNITY / CHALLENGE

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

• Under the umbrella of our collaboration with LimTC, the most important task was to maximise and optimise the processes in the back-office to ensure that the employees in our department focused intently on the creation and optimization of the sales collaboration platform by Trumpet. Since our customer base grew fast we noted that handling the administratives, processing data or ordinary supporting was slowing our growth rate. On these grounds, we needed a reliable outsourcing company that would allow us to offload that burden and concentrate on growth and innovations.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

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

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

LimTC had been performing diverse types of back office activities such as the verification of the CRM data quality, the handling of documentation-related to clients,, facilitating the billing processes, and simplifying reporting sheams that once consumed a significant portion of internal time. They also put up mechanisms to see these things through to the end with a great accuracy and speed and they took their time to train their team on our platform so that the integration would seem to flow smoothly. The main achieveables that we got included enhanced data sanity, reduced time to transact business in respect for administration and simplified business processes that were aligned with our customer lifecycle.

RESULTS & FEEDBACK

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

Our internal workforce had achieved reported a 40% decrease of time devoted to regular administrative operations and precision of documents and reports concerned to the clients increased significantly over the first several months. This had a direct effect on our productivity and provided our sales and product units the freedom to concentrate on the things that matter the most, which included providing value to our clients and closing the deal cycle.

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

LimTC delivered exemplary project management services. They were always punctual, pro-active and responsive to new requests or changes. They were responsive and intentionally making an attempt to learn our kind of business made their work very effective. 

What was your primary form of communication with LimTC?

Email or Messaging App

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

Their ability to integrate into our operations was what most struck us about them. For us, that proactive attitude changed everything.

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

No areas.

BACKGROUND

Please describe your company and position.

I am the Co-Founder and CEO of a software development firm.

Describe what your company does in a single sentence.

One application. One pane of glass. One platform for all your data systems.

OPPORTUNITY / CHALLENGE

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

• One of our biggest concerns as a software development business specializing in digital transformation, Internet of Things solutions, and large-scale data input was handling the substantial administrative workload that accompanied our quick expansion. Routine but necessary back-office tasks like data processing, documentation management, vendor coordination, and internal reporting started to take up critical time and resources while our technical teams were busy creating solutions and completing projects. We specifically selected LimTC to streamline these administrative duties, guarantee accuracy and efficiency, and free up our core teams to concentrate on client-facing and innovative work.

SOLUTION

How did you find LimTC?

• Online Search
• Clutch Site

Why did you select LimTC over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

There was a wide range of tasks involved.  LimTC oversaw all administrative tasks from start to finish, including managing internal records, processing data sets connected to our IoT initiatives, creating reports for stakeholders and management, organizing vendor-related documentation, and assisting with compliance-related tasks.  Additionally, they created organized processes that reorganized previously disorganized regions.  Error-free documentation, timely vendor and client report submission, faster data input procedures, and an understandable knowledge-sharing system that increased our internal teams' productivity were among the main outcomes.

RESULTS & FEEDBACK

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

The results were profound and quantifiable.  Our teams overall productivity increased noticeably, administrative mistakes dramatically declined, and response times for critical reports improved.  Our developers and project managers were able to focus more on their core technical job because LimTC was handling these tasks, which resulted in quicker delivery cycles for our clients.  Because there were fewer internal delays, this improvement also helped us retain higher client satisfaction.

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

The project management was seamless and extremely competent. Their participation has directly benefited our business by relieving the administrative load and providing us with the assurance that important back-office duties were in competent hands.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

The ability of LimTC to smoothly integrate with our business operations while upholding a high standard of accuracy and professionalism was what most impressed us.

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

No areas.

BACKGROUND

Please describe your company and position.

I am the Software Engineer of Cloudnosys,Inc.

Describe what your company does in a single sentence.

software development

OPPORTUNITY / CHALLENGE

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

• call center
• customer support

SOLUTION

How did you find LimTC?

• Online Search
• Referral
• Clutch Site

Why did you select LimTC over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from LimTC were assigned to this project?

2-5 Employees

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

LimTC decreased the onboarding time for our new agents by an impressive 40%, enabling them to become fully operational within an average of just three weeks. Our Net Promoter Score (NPS) increased from an initial 45 to an impressive 70 within the first six months, indicating higher customer satisfaction and a greater likelihood of customer advocacy.

RESULTS & FEEDBACK

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

The project's success can be measured through several key performance indicators (KPIs): 

• Reduced Onboarding Time: LimTC decreased the onboarding time for our new agents by an impressive 40%, enabling them to become fully operational within an average of just three weeks. 
• Faster Ticket Resolution: Their efforts resulted in a 25% reduction in the average ticket resolution time, significantly improving both customer satisfaction and operational efficiency. 
• Reduced Customer Churn Rate: Within the first year of our collaboration, CloudEye experienced a remarkable 20% reduction in customer churn rate.
•  Increased Customer NPS Rating: Our Net Promoter Score (NPS) increased from an initial 45 to an impressive 70 within the first six months, indicating higher customer satisfaction and a greater likelihood of customer advocacy.

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

LimTC's project management was characterized by effective communication and timely deliveries. They consistently met project milestones and deadlines, ensuring an efficient onboarding process for our 10 agents. Their team responded promptly to our needs, with a dedicated project manager assigned to address requirements and changes in a timely manner.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about LimTC was their ability to achieve substantial improvements in our project: 

• Their unique approach to streamlining agent onboarding and optimizing ticket resolution was truly impressive. 
• The combination of customer support and customer success created a holistic approach that was unique and highly effective. 
• The significant results they delivered in reducing churn rate, improving customer satisfaction, and increasing NPS scores showcased their exceptional capabilities.

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

Our experience with LimTC has been flawless, and we can genuinely say that nothing comes to mind in terms of areas for improvement or doing things differently. Their performance and outcomes have exceeded our expectations, making this collaboration a resounding success.

BACKGROUND

Please describe your company and position.

I am the Senior Software Engineer of a software company

Describe what your company does in a single sentence.

Software Development

OPPORTUNITY / CHALLENGE

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

• Customer Service Outsourcing

SOLUTION

How did you find LimTC?

Clutch Site

Why did you select LimTC over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

We hired a team of Customer Support and Customer Success agents to assist with our increasing demand and growth of our customer base.

RESULTS & FEEDBACK

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

We hired a team of Customer Support and Customer Success agents to assist with our increasing demand and growth of our customer base. The customer success agent increased our upselling revenue by 200% within the first year and basically continued to double with each and every single year. This was made possible by our growing customer base. 

Additionally, the Customer success team did an incredible job in retaining some of the customer that were not satisfied with the service of had technical issues. Our yearly customer churn rate reduced from 13% to 6% and this year they have been able to reduce it to just 3%.

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

LimTC did an incredible job. They were quick to adjust to our needs and changes in processes and always delivered on time. Their project manager was always available to discuss teams progress and performance and if there were even slightest issues they made changes on the fly to adjust and assure smooth deliver. 

Our business continued to grow and the scope of work had to be adjusted a bit. We were afraid that this would come with an increase in our price per agent but LimTC kept the same price even as they took on the additional work from us. This was very impressive in my opinion.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

They knew our industry very well as they have worked with similar companies which was a huge plus for us. When we were looking at other vendors we didnt quite get the same feeling that they understood our business and industry and for this reason we decided to go with LimTC. 

We also found very impressive on their business continuity. We signed with them just as the global covid-19 pandemic broke out. It was amazing how they adjusted to remote work and had a business continuity plan to continue providing services without disruption. I would have to say we had more disruption on our end than LimTC and this again very much so impressed the entire team at our company.

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

Honestly, nothing comes to mind here. We have never worked with such a professional vendor that literally goes above and beyond to providing exceptional services to our customers. We have single 2023 signed an extension for another 3 years with LimTC and look forward to working with them for year to come.

BACKGROUND

Please describe your company and position.

I am the Co-CEO / Co-Founder of a software company

Describe what your company does in a single sentence.

Celonis helps companies reveal and fix inefficiencies they can’t see, enabling them to perform at levels they never thought possible.

OPPORTUNITY / CHALLENGE

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

LimTC was hired with the following specific goals and objectives: Increase the Net Promoter Score (NPS) by at least 15 points within the first year. Enhance overall customer satisfaction, aiming for a 20% increase in customer satisfaction scores. Efficiently manage and resolve an average of 10,000 support tickets per month. Implement a structured escalation process for second-line support, reducing the resolution time for complex issues.

SOLUTION

How did you find LimTC?

Referral

Why did you select LimTC over others?

• Referred to me
• Company values aligned

How many teammates from LimTC were assigned to this project?

15 agents

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

LimTC provided a comprehensive solution that included the following key deliverables: Deployment of a team of 15 dedicated support agents, comprising 10 first-line support agents and 5 second-line support agents. Implementation of a knowledge base and ticketing system to streamline ticket management. 

Introduction of proactive customer outreach initiatives to gather feedback and measure NPS. Monthly performance reporting, including metrics on NPS, customer satisfaction, and ticket resolution times. Continuous training and skills development for support agents to improve their capabilities.

RESULTS & FEEDBACK

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

The project resulted in several measurable outcomes that demonstrated significant progress and success: Net Promoter Score (NPS) increased by an impressive 20 points, indicating a significant improvement in customer loyalty and advocacy. Customer satisfaction scores rose by 25%, reflecting a substantial increase in overall customer happiness. Response times for customer inquiries decreased by 30%, resulting in quicker issue resolution. The backlog of unresolved support tickets was reduced by 40% within the first six months.

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

LimTC exhibited excellent project management skills, consistently delivering items on time and meeting all project milestones. This ensured that our support operations ran smoothly without any disruptions.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about LimTC was their unwavering commitment to exceeding our expectations. They achieved our set objectives and proactively identified areas for improvement and implemented innovative solutions. Their ability to deliver significant improvements in NPS and customer satisfaction is truly impressive.

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

One area where there could have been improvement was in the speed of staffing. On average, it took approximately 2 to 3 weeks to bring new support agents onboard. While the quality of the agents hired was excellent, reducing the onboarding time would have allowed us to scale our customer support team even more rapidly to meet fluctuating demands. It's worth exploring ways to expedite the onboarding process in the future to ensure even greater flexibility in team size

BACKGROUND

Please describe your company and position.

I am the CEO of Templafy

Describe what your company does in a single sentence.

Templafy is the next gen document generation platform that automates all business document creation across organizations to activate and protect brands.

OPPORTUNITY / CHALLENGE

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

We hired LimTC to for a full package covering Customer Support Line 1 and Customer Support L2. The main task was to integrate into our existing team and help us manage our volumes as they drastically increased. We additionally added their customer success agents a bit later as we found them to be a great partner and wanted to expand with them.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

• Good value for cost
• Company values aligned

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

LimTC Customer support 1st line and 2nd line support worked identical schedules Monday through Friday -. 9 am CET to 6 pm CET working closely with our our UK and German offices. In certain instances, we did request a bit later hours to assist with coverage for our New York office. 

The team for L1 Support consisted of 10 agents and L2 Support consisted of 5 agents. In total, the team resolved between 5,000 - 8,000 tickets monthly. The customer success team consisted of 5 agents and worked more of an overlap schedule that was from 1 pm CET to 10 pm CET. This allowed them to overlap with all offices and provide customer success services across all of our regions. 

The main KPI for the Customer Success team was a Monthly customer satisfaction rating of no lower than 7.5 out of 10. We run a questionnaire after all customer monthly checks and ensure we're getting feedback. LimTC impressed us with the average feedback rating of never going below 9.0. Our internal team really struggled to maintain this kind of a score and these guys showed us up on it!

RESULTS & FEEDBACK

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

Significant increase in customer satisfaction maintaining a minimum rating of 9.0 out of 10 Increase in Customer Retention Decrease of repeat issues from the same customers Better workflows were implemented because of clear and precise feedback on all levels. Increase response times by all channels Decreased onboarding time by up to 50% for L1. 35% L2 and 50% for customer success.

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

Everything was delivered on time. The team is super professional, always on time and their senior management is always available should there be a need. No issues here.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

In general, I was literally impressed by everything. A few things that shocked me were their level of spoken and written English, their knowledge of our business and industry, and their expertise in building a proper structure within Customer Support and Customer Success. They provided a lot of value and even advice as we scaled with them. They have a family attitude towards their employees and this also fits within our culture. We certainly now feel that LimTC is a very important part of our business and look forward to growing with them!

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

Truly nothing - I don't believe anything is perfect in this world, but with LimTC, it has been a flawless experience.

BACKGROUND

Please describe your company and position.

I am the Chief Executive Officer of Algolia

Describe what your company does in a single sentence.

Algolia is the world’s only end-to-end AI search and discovery platform.

OPPORTUNITY / CHALLENGE

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

• We hired LimTC to build a customer success and customer support team. Our company grew significantly and we felt we were not keeping up with our customer requests for this reason we looked into building a new team with LimTC.

SOLUTION

How did you find LimTC?

Referral

Why did you select LimTC over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from LimTC were assigned to this project?

15 Agents

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

The customer success team focused on working with existing clients assuring they are receiving the services they paid for. This also included health checks, regular check-ins with identifying opportunities to offer added services. The customer support team worked through email, chat, and phone to answer any questions from existing and potential new clients. New clients would be redirected to our sales team and existing client requests would be handled on the spot.

RESULTS & FEEDBACK

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

Our customer satisfaction has great increased since working with LimTC. Our existing customers noted faster reply times and better overall customer service. Our client rentention has significantly increased.

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

Project manager was provided to us as a small added cost that oversaw the entire delivery of the project. LimTC did an incredible job with onboarding new agents and handling inbound requests and they delivered everything on time without delays. They have truly become an extension of our business.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

I found it very impressive how they understood our business and basically hit the ground running from the very first employee we hired through LimTC. Additionally, I was impressed by the quality of candidates they offered during the staffing phase. Each candidate brought to the interview was exactly what we were looking for. Additionally thanks to their CEO, Anton who took the time to join our monthly calls and was very involved in the entire process assuring everything is coming together smoothly.

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

Nothing comes to mind. This has been an incredible experience and we look forward to continuing working with LimTC!

BACKGROUND

Please describe your company and position.

I am the Co-Founder and President of an ecommerce company

Describe what your company does in a single sentence.

We are Canada's leading and fastest-growing eCommerce agency. We provide full-service digital marketing solutions and deliver enterprise omnichannel e-commerce solutions for retailers, manufacturers, and wholesalers worldwide.

OPPORTUNITY / CHALLENGE

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

• We hired LimTC to improve our sales performance and enhance customer support for our Ecommerce company, aiming to increase revenue and customer satisfaction.

SOLUTION

How did you find LimTC?

Referral

Why did you select LimTC over others?

• Referred to me
• Company values aligned

How many teammates from LimTC were assigned to this project?

6-10 Employees

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

LimTC provided comprehensive Sales outsourcing and call center services, including lead generation, customer inquiries handling, and order processing. Their key deliverables included a dedicated sales team, a well-managed call center, and detailed reports on customer interactions.

RESULTS & FEEDBACK

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

The project yielded significant improvements in sales figures, with a notable increase in conversion rates and customer retention. Customer satisfaction ratings also improved, leading to higher positive reviews and referrals.

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

LimTC's project management was exemplary. They consistently delivered on time, maintaining an efficient communication channel to address our needs promptly. Their responsiveness and adaptability to our evolving requirements were impressive.

What was your primary form of communication with LimTC?

• Virtual Meeting
• Email or Messaging App

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

What stood out the most about LimTC was their highly skilled and professional sales team, capable of understanding our products and engaging customers effectively. Their proactive approach, problem-solving skills, and attention to detail were commendable.

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

None