Magellan Solutions Outsourcing Inc

OPPORTUNITY / CHALLENGE

Why does your company require back office services? Did you use to handle these needs in-house?

We became a larger company and we are healthcare based, so we needed extra services once we obtained more staff/physicians.

What type of work can your internal staff avoid by using a back office service?

We can avoid receiving a large call volume and customers can have their calls answered more readily.

What were your company’s goals for the partnership with this service provider?

It saves time and takes stress away from employees so that we can focus more on patient care and less on overwhelming business needs.

SOLUTION

What do they provide for you on a normal basis?

They help manage our investments such as employees' benefits packages.

Could you describe their pricing structure and how they bill you?

We work on a long-term billing plan. Because we are happy with the services, we want to make sure they are paid well in advance so we have no lapse in services.

How did you find and select them?

Another physician's office recommended this system to us during a board meeting.

RESULTS & FEEDBACK

Please assess their quality of work.

They are very successful and have added to the success of our company by taking away a good bit of workplace stress.

How much time and money do you estimate that they save you each month?

They save us thousands and a vast amount of time by helping us with business management regarding our employees.

Based on your experience, what takeaways can you share about working with them?

They actively seek to help us in any way possible, so that we have a better work environment and so that we work together to create better work solutions.

What do you think are their strengths?

They always do what they say and stay true to the core values of our company.

Where do you think they can improve?

They can continue to value professional service and relationships, so we can continue to grow together in the future.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We used to handle our inbound calls on our own, but as our company grew, so did the calls that we were getting. We were spending too much time on inbound calls that could have been spent being more productive. This is why we chose to hire a company to take care of our inbound customer questions and support.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We were handling upwards of 300 calls a day.

What challenge were you trying to address with the service provider?

Our goal was to have someone else handle our calls, so that we could use our time growing our company.

SOLUTION

What was the scope of the service provider's involvement?

Magellan Solutions takes care of the bulk of our calls. They handle customer questions and issues.

Could you describe the pricing structure and how they billed you?

They bill us monthly.

How did you come to work with this service provider?

They were referred to us from friends at another company.

How would you assess the service provider for answering calls, customer service, and communication?

They do a great job handling our calls. They know how to take great care of our customers in a timely way.

How much time, in hours, does this service provider save you each month?

They are saving us at least 30-40 hours a week.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

This is a great company to work with. They are very professional and offer great customer service.

What are the service provider's strengths?

They take the time to learn all about our company, so that they can assist our customers. They also know when to pass the calls to our own employees.

How can the service provider improve?

I really can't think of anything.

How long has your company been working with this service provider?

We started working with them in January 2015, and it is ongoing.

How much money do you spend annually with this service provider?

We’re spending around $10,000 to $49,999 with them.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We are a very customer service oriented business.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

125.

What challenge were you trying to address with the service provider?

Our goals were to track and analyze customer calls and provide a superior service to our customers.

SOLUTION

What was the scope of the service provider's involvement?

They provide the ability to handle a high volume of customer calls in a professional manner and direct them to the proper channels to get the service they need.

Could you describe the pricing structure and how they billed you?

I do not have that information with me at this time. It is a package deal for monthly allotments and a yearly contract.

How did you come to work with this service provider?

We found them through professional sources in our industry.

How would you assess the service provider for answering calls, customer service, and communication?

They have been outstanding in all areas. Our satisfaction rate has increased because of them.

How much time, in hours, does this service provider save you each month?

They save us at least 100 man hours.

How much money does this service provider save you each month?

I wouldn't know precisely but I estimate $2,500.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They have been an excellent partner and have increased our satisfaction rate over 10% in this area.

What are the service provider's strengths?

Their strenghts are their professionalism, organization and ability to relate to the customer's needs.

How can the service provider improve?

I am highly satisfied in their performance so far. I look forward to a continued partnership.

How long has your company been working with this service provider?

Apr. 2017 - Ongoing.

How much money do you spend annually with this service provider?

$10,000 to $49,999.

OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you previously handle these needs in-house?

We need these services to support out goals and what we need.

What type of work does your internal staff avoid by using a back office service?

We can avoid a lot of work that needs more help.

What challenge were you trying to address with the service provider?

Our goal was that we could build on the partnership.

SOLUTION

What was the scope of the service provider's involvement?

Their service provides a lot of extra help and support.

Could you describe the service provider's pricing structure and how they billed you?

They break down all billing so it's easy to use and see.

How did you come to work with this service provider?

We found them through past experience.

How would you assess the service provider's ability to turn around quality work, to provide customer service, and to communicate?

They help our company achieve our goals and what we want.

How much time, in hours, does this service provider save you each month?

It could be in the hundreds.

How much money does this service provider save you each month?

They have saved us over a $1000.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They are great. They are there for you when you need them.

What are the service provider's strengths?

There are so many areas they help us with.

How can the service provider improve?

Really there's nothing to improve.

How long has your company been working with this service provider?

2013 - Ongoing.

How much money do you spend annually with this service provider?

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We handle both in-house and outbound. We have grown too big to do it all ourselves.

How many outbound calls did your company handle every day?

We were handling about 50 per day when we did it in-house. We are now handling over 100 per day with the service.

What challenge were you trying to address with the service provider?

To continue to grow our business. With their help we knew we could grow like we wanted to.

SOLUTION

What was the scope of the service provider's involvement?

We work with them consistently to help with lead generation or planning.

Could you describe the service provider's pricing structure and how they billed you?

We have a recurring contract with them that is updated yearly.

How did you come to work with this service provider?

Our owner talked to other business owners who recommended Magellan.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

There as been no issues with them, and they continue to impress us always with the way they handle the amount of outbound calls.

How much time and money does this service provider save you each month?

I would say they reduce our work by 50%. I cannot give out monetary information.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They are very professional and if I owned a business, I would work with them.

What are the service provider's strengths?

They manage themselves well.

What areas can the service provider improve?

Nothing comes to mind.

How long has your company been working with this service provider?

I'm not sure of the status but I think we've worked with them for over five years.

How much money do you spend annually with this service provider?

I prefer not to answer.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

The company we hired provides support service via online and telephone to our customers. They require good and prompt attention on our part so we have implemented this system to optimize all our customer support.

How many inbound calls did your company handle every day?

I'm not sure, but I think maybe 30 calls a day.

What challenge were you trying to address with the service provider?

We wanted to ensure that we chose the best technological platform for our needs.

SOLUTION

What was the scope of the service provider's involvement?

They provide all sorts of technical support and lower the burden of our work.

Could you describe the pricing structure and how they billed you?

I do not have access to those costs.

How did you come to work with this service provider?

My boss talked about it and we researched a little about them.

How would you assess the service provider for answering calls, customer service, and communication?

I know that they are very efficient.

How much time and money does this service provider save you each month?

I'm not sure.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

We can delegate many of our contact requirements with customers to them.

What are the service provider's strengths?

The work ethic is strong.

What areas can the service provider improve?

I'm not sure.

How long has your company been working with this service provider?

We have worked with them for seven months.

How much money do you spend annually with this service provider?

I prefer not to answer.

OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you use to handle these needs in-house?

The needs did not change often. This is a great software, very reliable.

What types of work can your internal staff avoid by utilizing a back office service?

We can avoid 75% of errors by using this.

What challenge were you trying to address with the service provider?

To save time.

SOLUTION

What was the scope of the service provider's involvement?

Medical billing and claims processing.

Could you describe the service provider's pricing structure and how they billed you?

This is a long-term need, so the structure reflects that.

How did you come to work with this service provider?

They came up online.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They are the best we have had.

How much time and money does this service provider save you each month?

Saves about $5,000 per year.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

This has saved our company thousands of dollars.

What are the service provider's strengths?

Very efficient.

What areas can the service provider improve?

Nothing.

How long has your company been working with this service provider?

Two years.

How much money do you spend annually with this service provider?

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We need telemarketing services for generating leads and small business customers. We used to handle this need in-house.

How many outbound calls did your company handle every day?

About 1500 per day.

What challenge were you trying to address with the service provider?

We wanted to grow our workforce and overall incoming leads while lowering costs.

SOLUTION

What was the scope of the service provider's involvement?

They did lead generation and inside sales for us.

Could you describe the service provider's pricing structure and how they billed you?

They bill us monthly according to the number of calls, sales, and leads generated.

How did you come to work with this service provider?

We sent an RFP [Request For Proposal] to several companies and made our decision based on their success rate and pricing.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

We have seen a rise in sales and leads as well as effective customer management via customer satisfaction surveys.

How much time and money does this service provider save you each month?

We save 20% per 100 sales and 10 % per contact.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

The best part of working with Magellan Solutions is the increase in our close rate on leads as well as simplifying the lead and sales process. Additionally, the metrics are trending upwards and the Magellan team responds quickly to changes.

What are the service provider's strengths?

Their systems and leadership are strengths. They also are strong with data management.

What areas can the service provider improve?

They could improve their staffing issues and also there are short bumps in some calls. It has to do with call quality.

How long has your company been working with this service provider?

We have worked with them for two years.

How much money do you spend annually with this service provider?

We spend $200,000 to $999,999.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We need to communicate by email and phone to customers and others.

How many outbound calls did your company handle every day?

We handle about 800 per day.

What challenge were you trying to address with the service provider?

We want to expand and improve our customer service experience.

SOLUTION

What was the scope of the service provider's involvement?

They handle our email responses and also inbound and outbound calls. They do telemarketing.

Could you describe the service provider's pricing structure and how they billed you?

I asked them to bill us monthly.

How did you come to work with this service provider?

I had a personnel referral from my family member.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They are nice, courteous, patient, and willing to help.

How much time and money does this service provider save you each month?

They save maybe $250/month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

We have had litle to no errors in replying back to emails or making a return phone call.

What are the service provider's strengths?

They are knowledgeable, top of the line, and courteous.

What areas can the service provider improve?

There is nowhere to improve.

How long has your company been working with this service provider?

We have worked with them for four years.

How much money do you spend annually with this service provider?

We spend $10,000 to $49,999 per year.

OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you use to handle these needs in-house?

We used to do it in-house.

What types of work can your internal staff avoid by utilizing a back office service?

They save 50% of all work.

What challenge were you trying to address with the service provider?

They give us better time management.

SOLUTION

What was the scope of the service provider's involvement?

Medical billing processing and reimbursement.

Could you describe the service provider's pricing structure and how they billed you?

It bills yearly.

How did you come to work with this service provider?

We found them through a vendor.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

It's great and works well with our company.

How much time and money does this service provider save you each month?

I would say about 350 hours.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It's always great customer care.

What are the service provider's strengths?

The billing plan is good.

What areas can the service provider improve?

It's all good.

How long has your company been working with this service provider?

It's been over ten years.

How much money do you spend annually with this service provider?

We spend $5,000 to $9,999 per year.