Magissistant

BACKGROUND

Please describe your company and your position there.

We're an Ocho Rios-based record Label and I am the VP.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Magissistant?

Customer support and virtual assistants

SOLUTION

How did you select this firm and what were the deciding factors?

I was referred by old schoolmate. I loved the cumbersome onboarding. They learned our company in-and-out before giving us agents.

Describe the project in detail and walk through their service package.

The team is responsible for managing our day-to-day artist and stakeholder inquiries and requests. Onboarding new artists and employees and managing the data and submissions associated with publishing.

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

We currently have 4 magissistants on our team. 2 man the phones and 2 are virtual assistants that help with data and backoffice support.

RESULTS & FEEDBACK

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

We have been able to scale comfortable woth the support and organiazation of Magissitants, We were a ver "fly-by-the-hip" firm before they created processes, workflows, plans, and procedures to help build out our customer service/switchboard and backoffice/executive assistance departments.

How effective was the workflow between your team and theirs?

We speak and interact with the team daily via chat, video conference, text, and call. They feel like an extension of our team.

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

Their depth. It can feel overwhelming initially but has made our experience easier and more in-tune. They understand our business and are fully invested in it.

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

The agents that were first brought on weren't as tech-savvy as we would have liked but we were able to train them.