MANGO5

BACKGROUND

Introduce your business and what you do there.

I am the senior vice president of operations for a resume and career services company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with MANGO5?

We wanted to cover some customer service and sales aspects for our international customer base.

SOLUTION

What was the scope of their involvement?

MANGO5 mainly does customer support for our global customer base. That base is scattered around the world, but we have a concentration of international customers in the UK. That’s one of the reasons we chose MANGO5 to be our service provider.

MANGO5 also does some sales support for the leads that we have in our system and want to convert. They will call them or take calls from inbound customers and try to sell the products that we provide. For both customer service and for sales, we do this over the phone, chat, and email.

We didn’t go to MANGO5 to train the people, but we were pretty involved in the initial hiring and onboarding of the people joining the team. We started with a small team — just 3–4 people — back at the end of 2017. We had visual training sessions with them daily and made very clear the metrics we wanted to hit. As we trained them and started going live with the activities they would perform, they gained access to the metrics that they’re supposed to hit. We have daily stand-ups to review what’s going on.

What is the team composition?

There are some QA people — senior agents — in the customer service team and the sales team. They review how some interactions are going on with customers. We also have an actual lead who handles the operation on a day-to-day basis. Someone else oversees the talent account and other accounts. We work with Eben (Managing Director) as well.

All our interactions are with the lead who oversees the operations. I deal with Eben if we want to expand personnel or want to amend the contract or change some terms.

How did you come to work with MANGO5?

We met them through a consultant who made an interaction. We chose MANGO5 for a few different reasons. One of those reasons was their location, Cape Town, South Africa, has English as one of its main languages and an accent similar to British English. That was key for us because we have a large group of customers in the UK.

The second thing was that we wanted a mid-size company. A company that’s too big will treat us like a drop in the bucket. The last aspect is the pricing. MANGO5 gave us a competitive price along with a compelling set of arguments for us to move forward with them.

We also looked at places in Europe, Latin America, and Asia, but of all the options we were considering, MANGO5 ended up being the best for us.

What is the status of this engagement?

I think we started working together at the end of 2017.

RESULTS & FEEDBACK

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

We expanded the team significantly, going from three people to roughly 20 people. From the get-go, there were indicators that things have gone well. For example, we look at the level of satisfaction in every interaction with customer service. They have matched, and exceeded at points, the customer level satisfaction that our customer service team in the US achieves, which is pretty good.

From a sales perspective, they are measured in two ways: activity level and conversion rates. Both have risen over time. MANGO5 has gotten to a place where they have matched the conversion rate in the US, but I think it is more indicative of how customers outside the US behave rather than MANGO5’s performance.

Overall, what I hear from my team is that working with them is really good. My relationship with Eben has been good as well. Whenever we feel that we need to expand more because we have more demand, I don’t have any hesitation.

How did MANGO5 perform from a project management standpoint?

I was pretty involved at the beginning along with Eben. We have at least a weekly meeting with different teams at MANGO5. The head of customer service and head of sales continue to meet with MANGO5 on a weekly basis.

One of the things I like the most about working with MANGO5 is that I don’t play any games in the way that I work. I try to be as clear as possible with what I need, and I expect the same thing from them. If they have any issues with the information we are providing or if they don’t understand something that we are saying, I want them to say so. The relationship has been like that from day one.

Trust is really important to me. Without trust in the relationship, we’d have to put a myriad of control measures to make sure that they do what they are supposed to be doing. It would be completely unproductive and we’d never have peace of mind. With them, we use baseline control measures that we’d use in any sort of business relationship, but they’re pretty reliable, which builds the trust component. I know that Eben and the person responsible for operations really try, on an ongoing basis, to become better and to do things better. I know that they’ll raise any issues that come up to me and I won’t be surprised by it.

Other business relationships in my experience haven’t had the same level of trust I have with MANGO5. It’s one of the things I value the most.

What did you find most impressive about them?

We’ve had the opportunity three times to go to South Africa, visit their location, and see MANGO5 in action. One thing that I liked was seeing how much they try to invest in their people. They really want to train them and make sure they have all the tools they need to do their job. I saw that on the ground.

Are there any areas they could improve?

When we had to hire people, they really take their time in terms of selecting the best candidates for the role. Obviously, that’s great, but at the same time, it’s not as quick. The more filters that are put in, the better it will be, but it will take more time.

BACKGROUND

Please describe your company and your position there.

Dotsure is a Short Term Insurer. I am the Managing Executive for Partners/Intermediaries

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire MANGO5, and what were your goals??

The sale of Short Terms Personal Lines Insurance Policies. Goal is 400 sales

SOLUTION

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

Data Analytics is exceptional. Sales team and management are way above par.

Describe the project in detail and walk through their service package, including any calling tools used.

Mango 5 calls potential policyholders and sells Short Terms Insurance to them.

Who did you work with and what was the feedback process like?

I worked with Eben Louw and Sian Jones. Open candid conversation.

RESULTS & FEEDBACK

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

Road to 400 monthly is well on track.

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

Clearly defined milestones and targets.

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

Their data analytics and management are impressive.

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

Nope