LimTC

BACKGROUND

Please describe your company and your position there.

I'm an account relationship manager at a company that develops software, websites, and apps. We also handle machine learning, data analysis, VR, and AR projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Limitless Technology Consultants (LimTC)?

We hired Limitless Technology Consultants (LimTC) to take over our call center department.

What were your goals for this project?

Our goal was customer retention.

SOLUTION

How did you select this vendor?

LimTC is a local company. They were also a recommendation.

Describe the project and the services they provided in detail.

LimTC is responsible for customer relationship management as well as the resale of products and services. The team manages a large number of incoming and outgoing calls in a timely manner. They follow different scenarios when working with clients, allowing them to identify customer needs, clarify information, and provide solutions.

What was the team composition?

We work with a team leader and nine staff.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

They’ve helped increase profits and reduce the number of client cancellations.

How was project management arranged and how effective was it?

They manage things quickly and accurately, and we constantly receive reports and updates. Everything is planned well and delivered on time.

What did you find most impressive about this company?

I’m impressed with how well LimTC has performed; it’s as if we’re in the same office. They have open communication and a high level of responsibility.

Are there any areas for improvement?

There is always room for improvement, but everything has been fine so far.

BACKGROUND

Please describe your company and position.

 I am the Founder & CEO of a software company 

Describe what your company does in a single sentence.

We are a SaaS company.

OPPORTUNITY / CHALLENGE

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

Our main goal was to improve our customer service processes. We required a trustworthy partner to handle pre-sales queries, technical support, and continuing client help because we are a rapidly expanding software development firm that specializes in corporate solutions. 
Internally, we had trouble rapidly increasing these operations while controlling operating expenses. LimTC was invited on board to supply the workforce and understanding needed to guarantee that our clients experienced timely, competent, and informed assistance across channels.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

• Great culture fit
• 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.

The team we were given was adequate to collaborate closely with our own personnel, yet large enough to cover several time zones and service levels.  Efficiency and continuity were guaranteed by this equilibrium.
Pre-sales support, client onboarding, L1 and L2 technical assistance, and customer success management were all included in the scope of work.  
LimTC served as an extension of our business, answering questions from clients, resolving technical problems, assisting new customers with the onboarding process, and guaranteeing continued client happiness.

RESULTS & FEEDBACK

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

The outcomes were significant and quantifiable.  We saw a significant decrease in customer attrition, a significant improvement in customer response times, and a steady increase in client satisfaction ratings.  Our development team was able to concentrate on core product innovation instead of everyday support duties by having LimTC manage technical escalations.  This enhanced productivity and fortified our position in the market as a whole.

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

LimTC's project management was outstanding.  They kept the lines of communication open with our team, delivered on schedule every time, and made any necessary revisions promptly.  We were confident in their abilities to represent our brand to consumers because of their professionalism and promptness, which helped the partnership go smoothly.

What was your primary form of communication with LimTC?

Email or Messaging App

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

The most notable aspect of LimTC was their seamless integration with our company.  They functioned as a true extension of our team, completely in line with our objectives and culture.

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 Managing Partner of a software company 

Describe what your company does in a single sentence.

Accelerate your digital adoption.

OPPORTUNITY / CHALLENGE

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

• Our main goal when we chose to collaborate with LimTC was to improve our customer support department without overtaxing our own resources. Our clientele was expanding quickly as a software development firm in the information technology and services sector, which resulted in a rise in client inquiries, requests for technical support, and onboarding requirements. When weighed against our desire to devote more time to research and innovation, managing these expectations internally was becoming expensive and challenging to scale. In order to ensure that our clients received timely and courteous replies around-the-clock, we deliberately chose LimTC to provide a specialized customer support outsourcing solution that could manage both front-line customer care and technical support.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from LimTC were assigned to this project?

LimTC supplied a team of 10 experts for our project.

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

The work's scope was extensive and tackled the main issues we encountered.  Our customer service activities were managed by LimTC over a variety of channels, such as phone, live chat, and email.  They worked with us to develop a knowledge base and frequently asked questions repository so that agents had immediate access to accurate responses, even for technical queries.  In addition to managing tickets, their staff helped new clients get started by helping them install and configure the product, which greatly decreased the frequency of recurring problems.  Additionally, they made sure that every client encounter was recorded for tracking and reporting by integrating their procedures with our internal CRM. Their capacity to set up a tiered assistance structure was one of their main deliverables.  The LimTC team responded directly to routine inquiries, while our in-house developers were tasked with handling more complicated technical problems.  This not only simplified response times but also avoided bottlenecks in our technical department.  We were able to enhance our product features and documentation by using the insightful information provided by LimTC's weekly performance reports on reoccurring customer concerns.

RESULTS & FEEDBACK

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

The outcomes were clear.  We saw a noticeable improvement in our average response and resolution times over the first several months of the cooperation.  We witnessed less complaints about delayed answers, and clients were more satisfied with the promptness and professionalism of our assistance.  Stronger client retention and increased software product renewal rates were facilitated by this enhancement in service quality.  Crucially, our internal staff could concentrate on development objectives with LimTC handling customer interactions, which would speed up new rollouts and product upgrades.

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

The way they managed the project was superb.  LimTC regularly delivered on schedule, and they were prompt in adjusting labor levels to maintain service continuity despite unforeseen spikes in client requests, as during a significant product upgrade.  One of their best traits was their promptness; they were alert to possible problems and forthright in their communication when changes were needed.

What was your primary form of communication with LimTC?

Email or Messaging App

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

The fact that LimTC immediately understood the technical facets of our product, which may sometimes be difficult for outsourcing partners, was what most stood out about them. They took the time to thoroughly understand our product rather than approaching support as a scripted procedure, which ensured that the help given to clients was accurate and sympathetic.

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

None at all.

BACKGROUND

Please describe your company and position.

I am the Head of Reviews of an IT company 

Describe what your company does in a single sentence.

Enterprise tech reviews

OPPORTUNITY / CHALLENGE

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

• Collect interviews

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

Great culture fit

How many teammates from LimTC were assigned to this project?

Other

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

Collecting phone interviews.

RESULTS & FEEDBACK

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

Successful interviews

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

They're good.

What was your primary form of communication with LimTC?

Virtual Meeting

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

Professionalism 

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

Not sure.

UPDATED REVIEW

This review was published on 3/22/23
Rotem Shalev
Sr. Manager of Call Centre Operations, Peerspot.com
Other Industry
Tel Aviv, Israel
51-200 Employees
Jan 2018 - Ongoing
$200,000 to $999,999
Not verified
Project summary
A call center operations firm engaged with LimTC to collect reviews from customers through their call center services.

Feedback summary
Thanks to LimTC's efforts, the client is able to reach their targets on a monthly basis. The team is professional, flexible, and communicative, and internal stakeholders are particularly impressed with the vendor's vast technical experience.

BACKGROUND

Please describe your company and position.

I am the Senior Manager of Call Centre Operations of Peerspot.com

Describe what your company does in a single sentence.

I collected reviews of tech companies and published them for other users to learn more about them.

OPPORTUNITY / CHALLENGE

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

• To collect reviews via the phone, via the Call Center.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

Good value for cost

What was the size of LimTC’s team?

11-25

What was your primary form of communication with LimTC?

Virtual Meeting

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

Coordinating expectations and building common goals, while understanding that the goal is realistic. Close and collaborative work befitting partners. From recruitment through training to dismissal due to low quality of representatives.

RESULTS & FEEDBACK

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

• Reaching targets on a monthly basis.
• Meeting our quality expectation.

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

Very professional and super flexible management for different requests and needs of the business. Very kind and always available, easy to communicate.

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

The fact that even during the last year and the war in their country, we did not feel any damage to the business, despite all the challenges that I know were there. Their uncompromising professionalism is highly valued in our company.

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

I don't have a point for improvement, mainly because everything I asked of them was answered adequately for me, so I can't think of anything they need to improve.

STAR RATINGS

Overall rating: 5

Quality: 5

Cost: 4.5

Schedule: 5

Willing to refer: 5 Perfect services

BACKGROUND

Please describe your company and position.

I am the System Engineer of Grammarly

Describe what your company does in a single sentence.

Technology, information and internet.

OPPORTUNITY / CHALLENGE

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

• 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?

6-10 Employees

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

LimTC has done an incredible job since we started working with them. The main things I would like to highlight is that they started to handle a higher volume of tickets on a monthly basis.

RESULTS & FEEDBACK

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

Previously we average 2,200 resolve tickets per month and now this number has grown to an average of 4,000 per month which is almost double. Additionally, they have been very good in reducing the resolution time and reduced the average ticket resolution time from 7 minutes to just under 4 minutes per single ticket.
What we also found impressie is how quickly they are able to onboard new agents. It usually took around 2.5 weeks to onboard a new CS agent and they are able to do this for us now in just 1 week.

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

The project management on LimTC side is outstanding. We feel we have all the necessary channels to speak with our Team Lead and also if needed project manager that was provided on LimTC side. What is also impressive is that their CEO is heavily involved and if there are any urgent escalations we’re able to speak directly to the CEO. Usually, this is not required but it’s certainly comforting having this option open to us.

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?

These guys are truly experts at what they do. They created an entire roadmap on what the entire process would look like and we really havent looked back from there. They understood our industry and our needs and just really took it from there. We had some oversight as we were quite cautious to begin with but after about 2 months we fully trusted them to do what they do best and thats build exceptional Customer Support Team. Kudos to them!

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

Our business started to expand in to other markets such as china and south korea and it would have been great if they had these languages available for support but unfortunately, they do not. This is understandable since these are quite exotic languages and very difficult to find anywhere in the world. Overall a 5 star service and we look forward to working with them!

BACKGROUND

Please describe your company and position.

I'm a Manager at Turnitin

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
• lead generation

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?

19

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

We hired a total team of 19 agents with LimTC. The teams were broken down into Lead Generation, Account Executives and Customer Success agents.

RESULTS & FEEDBACK

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

We hired a total team of 19 agents with LimTC. The teams were broken down into Lead Generation, Account Executives and Customer Success agents. Lead Generation team has increased the inflow of leads by roughly 165% since we started working with LimTC. The best year yet the team delivered 230% YoY growth in leads! 

Appointment scheduled to appointment conducted rate was at a staggering 85% where before we could barely achieve 40% The account executive team was responsible for conducting the meetings and basically selling the products. In the first year the team delivered 150% increase from the year before and the following year stood at about the same which is completely fine for us. Customer Success team focused on upselling and cross selling our products, features and various add ons. 

Additionally they were responsible for retaining the customer in case such a situation arised. The team did an amazing job in the up-selling function and our sales jumped and added 70% from the very first year. In regards to retention LimTC implemented “Health checks” and this reduced our customer churn rate from 11% yearly to 5%.

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

Everything was delivered to perfection. The team scaled up and down easily when was required and at one point we had to scale up very quickly where they did an incredible job. They responded to our needs very well and basically led the way from the very start. It’s a team of professionals that truly get to know your business and know their profession to perfection to combine best of the both worlds to drive revenue and results.

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?

LimTC values closely align with ours and this was impressive to me. During the pandemic and even the war in Ukraine their team stood by their values, supported one another and delivered the same if not better results as if there was no pandemic or war going on. I can only imagine how difficult this was for this and greatly appreciate it.

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

Nothing. They are rockstars, and the world needs to know it! If you need a Lead Generation, Account Executive, or Customer Success team, LimTC is the company for you!

BACKGROUND

Please describe your company and position.

I am the Co-Founder and CEO of Tonkean

Describe what your company does in a single sentence.

Tonkean is a first-of-its-kind process experience platform. With Tonkean, internal teams—like legal and procurement—can build processes people actually follow.

OPPORTUNITY / CHALLENGE

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

• We hired LimTC as an extension of our customer support team. The main goal was to extend our support to cover the 24/7 model.

SOLUTION

How did you find LimTC?

Referral

Why did you select LimTC over others?

Referred to me

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.

We hired 12 Customer support agents at LimTC. The main channel that was used to support our client was via chat (intercom) and also our ticketing system through the salesforce cloud. On average each agent handled on average 30-40 tickets per day. The senior agents also worked via a direct phone line for our VIP customers. LimTC agents were trusted in handling these calls as well. The amount of calls would really vary depending on the customer's needs.

RESULTS & FEEDBACK

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

We do a yearly NPS scoring with our customers and in the first year working with LimTC our customer satisfaction rating increased from 7.7 to 8.4. We truly believe this was due to the amazing work of LimTC team.

We have now decided that by the end of 2023, we would like to double the team size with LimTC. They currently don't know this so it will be a nice surprise. We're noticing a reduction in repeat inquiries from clients by 25% meaning that the questions are being handled well and the client doesn't have to write us again to figure something out.

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

They delivered on all promises which was very surprising. In our field, you get used to delays because of unforeseen circumstances but with LimTC was never the case. They staffed quickly and handled customer requests professionally, and overall they have become a true 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?

Their senior management are true professionals with vast backgrounds in the SaaS industry and banking. We all know that Ukraine has a full-scale war that broke out 2 months after we started working with LimTC and we were very worried that we had made a mistake because it would impact team performance. We were wrong. 

LimTC had a business continuity plan in place and continued to deliver picture-perfect customer support. To say that we were impressed is to say NOTHING! We're glad the team is safe and do everything we can from our end to also support them during these difficult times.

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

No advice - you guys rock!

BACKGROUND

Please describe your company and position.

I am the CEO of SAP Canada

Describe what your company does in a single sentence.

We specialize on IT Services and IT Consulting

OPPORTUNITY / CHALLENGE

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

• We hired LimTCt to accomplish specific goals and objectives related to outsourcing IT services and IT consulting.
• Our primary aim was to streamline our IT operations, enhance efficiency
• To improve overall performance in our company's technological infrastructure.

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?

15

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

It involved conducting a thorough analysis of our existing IT infrastructure, identifying areas for improvement, and implementing strategic solutions to optimize performance.

RESULTS & FEEDBACK

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

We experienced a significant reduction in system downtime, leading to increased productivity and improved employee satisfaction.

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

LimTCt's project management was exemplary. They consistently delivered items on time and ensured effective communication throughout the project.

What was your primary form of communication with LimTC?

Email or Messaging App

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

They've truly lived up to their guarantee of providing excellent outcomes, ensuring that our objectives were not only met but exceeded.

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

We didn't come across any critical flaws or things LimTCt could have done differently during our engagement with them.

BACKGROUND

Please describe your company and position.

I am the Senior Manager of Call Centre Operations of Peerspot.com

Describe what your company does in a single sentence.

I collected reviews of tech companies and published them for other users to learn more about them.

OPPORTUNITY / CHALLENGE

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

• To collect reviews via the phone, via the Call Center.

SOLUTION

How did you find LimTC?

Online Search

Why did you select LimTC over others?

Good value for cost

What was the size of LimTC’s team?

11-25

What was your primary form of communication with LimTC?

Virtual Meeting

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

Coordinating expectations and building common goals, while understanding that the goal is realistic. Close and collaborative work befitting partners. From recruitment through training to dismissal due to low quality of representatives.

RESULTS & FEEDBACK

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

• Reaching targets on a monthly basis.
• Meeting our quality expectation.

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

Very professional and super flexible management for different requests and needs of the business. Very kind and always available, easy to communicate.

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

The fact that even during the last year and the war in their country, we did not feel any damage to the business, despite all the challenges that I know were there. Their uncompromising professionalism is highly valued in our company.

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

I don't have a point for improvement, mainly because everything I asked of them was answered adequately for me, so I can't think of anything they need to improve.

BACKGROUND

Please describe your company and your position there.

I was working as an International Marketing Consultant for multiple global brands based in Berlin, Germany. I was given budgets to handle lead generation from international markets outside of Europe.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LimTC?

We hired them for performance based campaigns and their lead generation capabilities is not just admirable in quantitative but also in qualitative fashion.

What were your goals for this project?

We always had strong sales target to achieve. What makes them invaluable is their generosity to support more than expected to deliver always an overwhelming outcome. It was only this which kept our business relationship going healthy.

SOLUTION

How did you select this vendor?

It was through a recommendation via an expert within my network. I only had to try them blindly due to the trust on my network. And experimenting was basically the key to help them prove what they are capable of.

Describe the scope of their work in detail.

I must admit that I might have underestimated them a bit but not after I saw the outcome and heard their inferences during first review meeting. It was very insightful and thought provoking to try different communication approaches rather than having to worry about the channels.

What was the team composition?

3 key team members. General Manager, Account Manager and Sales Advisor. Their combined dedication and mind gave a lot of quick insights about multiple markets that we dealt with.

RESULTS & FEEDBACK

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

Lead volumes went up by 65% towards the end and also the quality by 50%. This combination is invaluable increase for especially the educational related brands that I was dealing with at that time.

How effective was the workflow between your team and theirs?

Timely feedback and thoughtful learning was their noticeable skills. I do not see anything more than this being a requirement.

What did you find most impressive about this company?

The Email DB is probably one of their greatest asset. What distinguishes them is their generosity to give more than asked in most cases. I think that makes them special and that becomes a reason for me to write this review purely.

Are there any areas for improvement?

I am in doubt if I can think of any improvement tips for them right now as I seemed to have a very smooth business relationship with them. But I guess they should value themselves more to get paid more and eventually keep their employees more happier and healthier.