Marke.tel

BACKGROUND

Please describe your company and position.

I am the Director, Sales & Marketing of TrialStat Solutions Inc.

Describe what your company does in a single sentence.

We are a fully unified eClinical technology company delivering comprehensive solutions to power clinical trials, from design to reporting.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• Despite having a robust Electronic Data Capture Suite designed for various phases of clinical trials, We faced increasing operational strain as our trial volume and complexity grew. We also found that managing medical coding and classification in-house was becoming unsustainable, especially when trying to keep pace with evolving regulatory standards and large, multi-site datasets, So we contacted Marke.tel

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

2-5 Employees

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

L1 technical support (user access issues, basic platform troubleshooting, ticket escalation), paper CRF digitization with double-entry verification, data validation. Weekly performance reports and real-time dashboard access.

RESULTS & FEEDBACK

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

First response under 2 minutes, urgent issues resolved within 10 minutes, digitized 47k pages in 4 months, data accuracy maintained above 99.5%, customer satisfaction increased to 4.8/5. Passed all internal compliance audits for data handling.

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

Dedicated team lead with experience in our niche, transparent reporting, dashboard access. Quickly added agents on request, shift schedule adherence around 100%.

What was your primary form of communication with Marke.tel?

• Virtual Meeting
• Email or Messaging App

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

They had rapid scaling without quality drops. Consistent data accuracy throughout engagement. Zero security incidents. They been a reliable partner for our support needs. They understand the clinical research environment and provide consistent service. We're continuing and expanding our engagement with them.

Are there any areas for improvement or something Marke.tel could have done differently?

Would benefit from more proactive process optimization suggestions. Could offer additional language capabilities for expanding international markets.

BACKGROUND

Please describe your company and position.

I am the CEO of PBT

Describe what your company does in a single sentence.

I am the CEO of PBT, Working Together to be New Zealand's Express Freight Network we do provide the most comprehensive range of freight services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• To expand front-line coverage, smooth volume peaks, and increase speed/accuracy for order creation, POD/claims handling, and basic PBTOne L1 issues - without increasing headcount.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

6-10 Employees

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

Front Office (10 FTE): 8x customer support (voice/chat/email), 2x L1 technical support.

Back Office (11 FTE): 6x order processing, 3x data entry, 2x data labeling/QA.

Deliverables: NZT shift coverage, SOPs/playbooks, ticket/order handling, POD/claims preparation, address validation, VBS/container status updates, and L1 troubleshooting with escalation to L2.

RESULTS & FEEDBACK

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

First-response time (email/chat): decreased by about 60%.

CSAT: increased from about 4.2 to 4.7 (out of 5).

Order entry accuracy: stayed at no less than 99.4%; rework decreased by about 40%.

Claims/POD cycle time: decreased by roughly half.

Backlog (email/cases): decreased by 70% in peak weeks.

Live-chat pickup within 60 seconds: at least 90% during staffed hours.

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

Timely and organized: one TL for Back Office and one for Front Office as the single points of contact for the two streams, weekly check-ins, shared dashboards, clear SLAs, and fast escalations to L2. Phased ramp-up to 21 FTE within a few weeks with no service gaps.

What was your primary form of communication with Marke.tel?

• Virtual Meeting
• Email or Messaging App

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

I was impressed with their ramp-up speed, stable quality under load, and reliable coverage. (they covered rotations with their own buffer staff - no gaps).

Are there any areas for improvement or something Marke.tel could have done differently?

We recommend adding backup Team Leads for emergencies to ensure seamless communication and continuity.

BACKGROUND

Please describe your company and position.

I am the CEO of Plus Outdoor

Describe what your company does in a single sentence.

Plus Sized Snow and Outdoor Clothing, we do retail Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• Omnichannel coverage for front-office contacts
• support for showroom appointment booking
• meet response-time and CSAT targets

SOLUTION

How did you find Marke.tel?

• Online Search
• Reaching out on social platforms

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

6-10 Employees

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

One 7-agent omnichannel desk handling chat, email, and phone/SMS in a single queue, triaged to: 1) consultations and knowledge-base–assisted help, 2) returns/exchanges intake with objection handling, 3) showroom appointment booking. Deliverables: staffed roster, scripts/macros, KB maintenance, RMA intake flow, and weekly SLA/CSAT reports.

RESULTS & FEEDBACK

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

Chat first response reduced to 35s; email replies down to 11 minutes; CSAT 4.9/5. Size-related returns cut by half. Consultation to order conversion grew from 27% to 42%. RMA tickets closed within 48 hours.

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

Clear ownership (dedicated team lead), weekly stand-ups and monthly reviews; everything on time. They scaled hours quickly for seasonality and pushed script changes live the same day. Communication was concise and to the point.

What was your primary form of communication with Marke.tel?

• Virtual Meeting
• Email or Messaging App

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

They have clean analytics and reporting on load-profile coverage without our micromanagement. Fast ramp-up and learning curve. They even provided complimentary buffer staffing during spikes.

Are there any areas for improvement or something Marke.tel could have done differently?

For rare/edge RMA cases, final clarifications could arrive a bit faster.

BACKGROUND

Please describe your company and position.

I am the CEO of Hello Truck Lease

Describe what your company does in a single sentence.

I am a Chief Executive Officer, Hello Truck Lease, we specialize on Transportation, Logistics, Supply Chain and Storage we do help you Say goodbye to unpredictable fleet expenses with our full-service lease program.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• 24/7 intake of driver and dispatcher requests
• fast ticketing and service scheduling
• back-office coverage and invoice checks to cut downtime and keep preventive maintenance on schedule.

SOLUTION

How did you find Marke.tel?

• Online Search
• Linkedin Post

Why did you select Marke.tel over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• Posted on linkedin site

How many teammates from Marke.tel were assigned to this project?

6-10 Employees

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

Two teams: front office handles all channels around the clock, creates tickets, gives guidance, and books on-site or partner service; back office checks coverage, coordinates vendors, validates work orders and invoices, closes tickets, and sends weekly dashboards and monthly summaries including PM compliance and an invoice log.

RESULTS & FEEDBACK

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

Average answer about one minute, urgent service assignment about thirty minutes, overdue PM reduced from 18% to 6%, average downtime per unit reduced from 7.2% to 4.8%, first-pass invoice accuracy about 95%, invoice disputes resolved in about three business days. 

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

Organized and on time: daily SLA monitoring, clean shift handovers, and quick responses to change requests.

What was your primary form of communication with Marke.tel?

• Virtual Meeting
• Email or Messaging App

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

We were impressed with their night-shift consistency and clean, audit-ready ticket data.

Are there any areas for improvement or something Marke.tel could have done differently?

More detailed invoice change logs, deeper system integration to reduce manual entry, and richer playbooks for rare fault codes.

BACKGROUND

Please describe your company and position.

I am the CEO of PurchasePlus

Describe what your company does in a single sentence.

I am the CEO of PurchasePlus, we are the leading cloud based, P2P e-procurement solution, designed by and for hospitality.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• We were an Information Technology company growing rapidly but were experiencing an increase in the back-office requirements and we required a solution which was efficient and scalable.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

12

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

Marke.tel presented and provided a blended team organization that would foster both direct customer relations on one hand, as well as the back-office administration on the other hand:

Client communication took place through phone contact, email, and chat with 8 front-line agents to guarantee get-back times that were within the multiple time zones.

There were 5 administrative personnel who handled some of the core internal operations such as handling of contracts, admission of clients, invoicing, and maintaining records.

Its flat fee price is 12 dollars per seat or per hour, and there is no hidden fee. Their process of being onboarded lasted only 10 days and the team was very easily incorporated into our systems, our tools and our internal workflows.

Nadia was the team lead assigned to us and she was our primary point of contact, whose communication and organization was fast and business-like at all times.

RESULTS & FEEDBACK

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

Compared to carrying a parallel in-house team and standing at 45 percent in terms of cost reduction in payroll costs, Average client response time was reduced to 5 minutes and 40 seconds. and Email response time went down drastically, to within an hour, Backlog of administrative tasks that had slowed down operations were cleared within the first month.

By the time two agents had to be changed, it took only 3 days to go through the process and the change did not affect service delivery.

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

Their plan handling was orderly, receptive and extremely versatile. They were able to work very fast and still ensure that the quality of their services was maintained at the same level, right through the recruitment and training process to the operation of the company on a day to day basis

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

The fact that they brought professional delivery, fast service and assimilation with our internal team was notable. The agents of Marke.tel do not only phase into our processes just as fast but also share our culture and client-obsession. They were very responsive and communicated clearly, and this made them feel part of us.

Are there any areas for improvement or something Marke.tel could have done differently?

Just a slight enhancement: a more active update when the priority or time is time critical should make it even better

BACKGROUND

Please describe your company and position.

I am the CEO of Multiburó

Describe what your company does in a single sentence.

Multiburó is the only tool for the real estate sector that allows quick and secure tenant risk analysis by using technology to speed up the rental process.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• Being a rapidly expanding software business, we needed to make sure that our back-office support would be of high-quality and consistent, so we brought Marke.tel on board to provide it as we continued expanding our service offerings.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

14

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

Marke.tel proposed to offer a set of front-line support agent and administrative personnel:

The customer inquiries were handled over phone, chat, and email using 8 agents that ensured that fast response time was maintained with multiple time zones.

5 back off shore staff attend to the key administrative workload of contract management, client onboarding documentation, billing and internal record keeping.

It offered its service at 12 dollars per seat per hour with no additional expenses. Their onboarding process did not take more than 10 days and the team was soon immersed into our systems and workflows.

Our major contact was Nadia, who had been made a team lead, and all communication with her was very professional and responsive.

RESULTS & FEEDBACK

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

We have saved ourselves the cost of payroll by about 45 percent as compared to in-house operations.

The rate at which the average response by inquiries reduced was experienced by 7 minutes to 5 minute and 40 seconds.

The response time via emails also increased to only 1 hours compared to 15 previously.

The first month was spent to clear all backlog administrative procedures.

When there was the need to change two agents, the change process took only 3 days without service anomaly.

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

Contract management was very effective and orderly. Marke.tel has successfully undertaken Recruitment On-boarding and Operation process and has even made changes swiftly when it was required without affecting the performance and the level of services.

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

The quality of the Marke.tel team was also professional, fast, and reliable. Their employees fit perfectly into our systems and team-building culture. Their open communication and knack for matching our client-first approach made them feel more like an addition to our company.

Are there any areas for improvement or something Marke.tel could have done differently?

A minor addition can be characterized as the updating of timely, especially at the time when we are in a rush.

BACKGROUND

Please describe your company and position.

I am the Principal Edge Financial Services of CEO

Describe what your company does in a single sentence.

I am the CEO of Principal Edge Financial Services, Principal Edge Financial Services is a privately owned financial planning practice, focusing on helping our clients secure the life they want

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?
We are an outsourcing back-office firm in the financial services industry, and we contracted Marke.tel as we were starting up. The main aim of us was to ensure high standards of services

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

9-10

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

Marke.tel provided:

• 7 agents to handle all the incoming communication through phone, chat and email and respond within required time across different time zones.
• 4 back-office personnel that executed vital back-office tasks like contract processing, client onboarding documents, invoicing and internal record keeping.
• The price of the service was 11 dollars a seat, an hour, all features included, no hidden fees. The recruitment and implementation process took only 10 days and immediately after, all the agents were functional within our systems.
• The team lead, Nadia was our primary point of contact and she acted as our liaison person during the engagement.

RESULTS & FEEDBACK

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

• We also realized a 50 percent savings on payroll expenses as opposed to recruiting locally.
• Mean time of answering inquiries reduced to 1 minute and 40 seconds, downwards of 8 minutes.
• There was also a tremendous change in email turnaround time- 10 hours to 2 hours.
• An accumulation of un-processed documentation was entirely decreased in the first month
• In the instance that two agent replacements were required, they were on-boarded in 4 days, with no service disruption

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

The project management was very efficient. Marke. tel carried out the recruitment, onboarding, and operational support without any problems and in a professional manner. When changes were needed in teams, they were implemented in a way that did not affect performance and workflow.

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

The professionalism, speed, and reliability of the Marke tel team were impressive indeed. Their agents quickly adapted to our workflow, echoed our client-first attitude, and consistently performed. Their communication is proactive at all times, which has created a good relationship of trust.

Are there any areas for improvement or something Marke.tel could have done differently?

We can only suggest that more notice be given on the public holidays particularly when they fall within the peaks in our industry.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of Edusign

Describe what your company does in a single sentence.

I am the Co-Founder of Edusign, Edusign is a SaaS platform for secure digital attendance sheets.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• Since we are an expanding software development firm, We collaborated with Marke.tel to outsource our back-office operations without losing quality and efficiency.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Marke.tel were assigned to this project?

11

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

We had 7 agents to handle inbound (email, chat and phone) communications with clients and prospects and we made sure we were responsive in all the time zones.

5 employees were working on the back-office operations such as processing contracts, client onboarding forms, invoice generation, and internal record keeping.

The product was priced at 11 dollars an hour, per seat, all features included, with no surprises. The whole process of recruitment and onboarding took only 10 days, and the vetted candidates began working right away in our internal systems. Nadia was our primary point of contact in Marke.tel; she was the team lead and the liaison.

RESULTS & FEEDBACK

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

Over fifty percent reduction in payroll cost compared to the local hourly rate in line with the market rate.

The waiting time of people making an inquiry reduced to 1 minute and 40 seconds as compared to 8 minutes earlier.

Student emails used to take 10 hours to be answered after they were sent but this was cut short to just 2 hours.

All the old unprocessed enrollments are addressed within the first month of operating the business

Two agent replacements were completed in just four days and no service issues were experienced in the process.

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

They were very effective in project management. The process of hiring, onboarding, and operational matters were professionally and swiftly done. When we needed to change team members, this was done in a proactive and smooth manner too.

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

The speed and quality of the results they managed to achieve was remarkable. Their agents were professional and had a client-first attitude that aligned with our attitude. Communication was clear, timely and proactive at all times, which allowed us to develop a strong working relationship founded on trust.

Are there any areas for improvement or something Marke.tel could have done differently?

It would have been useful, say, to know in advance about Philippine public holidays.

BACKGROUND

Please describe your company and position.

I am the CEO of DevTalles

Describe what your company does in a single sentence.

I am the CEO of DevTalles, DevTalles is an online learning platform designed to prepare front- and back-end developers. Our vision is to provide students with courses with enriching content to boost their preparation in this environment and allow them to increase or develop their skills. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• We struggled to cover the work at our offices as we hired locally, so we used Marke.tel to grow our business without affecting the quality of services.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

13

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

What is covered · Team situation · Length of project · Costs

This project will start on February 2025.

Seven front-line agents are based in the Philippines and they handle questions and issues provided from prospective and current students via phone, chat, and email.

Five people are required for back-office responsibilities such as helping with enrollment, paperwork, and student record updates.

Hour of operation: 8 a.m. to 5 p.m. AEST, every day from Monday to Friday

This model charges $11 per seat each hour, without paying extra for features

Ten days of recruiting; approved candidates start their work on our systems on Tuesday after approval.

The main contact will be Nadia (as Marke.tel Team Lead).

We collaborated with Marke.tel in February 2025 by setting up a team in the Philippines to give offshore support for students and administrative staff. 7 people who were skilled in English were responsible for answering questions through phone, email, and chat messages, and 5 others took care of verifying enrollments and document processing. Members of the Marke.tel team were brought on board very fast and they smoothly integrated their work and hours with our system in Australia. Nadia’s leadership made it possible for them to fit right in and support us as if they were part of the company’s staff.

RESULTS & FEEDBACK

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

More than fifty percent less payroll expense when compared to local hourly pay consistent with the market rate

The time people had to wait for an inquiry went from 8 minutes to just 1 minute and 40 seconds.

Emails from students were answered 10 hours after submission, but this was reduced to only 2 hours.

All old, unprocessed enrollments are dealt with during the first month of running the business

It took only four days to finish two agent replacements and there were no problems with service during that time.

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

They managed their project very effectively. Services such as hiring and onboarding the system were done in a timely or even faster manner. Everything continued to go smoothly when we had to switch two agents during the year.

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

The quick outcomes of the projects with top standards that Marke.tel was able to deliver made an impression. All of their agents acted professionally and demonstrated our priority towards students. There was always clear and proactive communication, so we grew a trusting relationship.

Are there any areas for improvement or something Marke.tel could have done differently?

It would help us a lot if we knew well in advance about Philippine public holidays that happen when our academic calendar is in session.

BACKGROUND

Please describe your company and position.

I am the Director of Austbrokers Terrace

Describe what your company does in a single sentence.

We are a full service general insurance broker serving clients from our Adelaide and Melbourne offices.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• As a full service insurance broker operating in Adelaide and Melbourne, the Rising local staffing costs and long hiring cycles made it tough to keep up with call volumes and policy-change paperwork during peak renewal periods. We hired Marke.tel to help us find a way around this problem.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

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

How many teammates from Marke.tel were assigned to this project?

12

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

Scope · Team · Timeline · Cost

          •        Start date: February 2025

          •        Team size: 7 Philippine front-office agents (phone, chat, email) 

+ 5 back-office specialists (policy endorsements, certificates, 

claims triage)

          •        Working hours: 8 a.m.–5 p.m. AEST/ACST, Monday–Friday

          •        Cost model: Flat $11/hr per seat (all-inclusive)

          •        Ramp-up: 10-day recruitment; candidates approved Friday, agents live 

in Genesys Cloud & Applied Epic the following Tuesday

          •        Primary contact: Nadia (Marke.tel Team Lead)

In February 2025, we partnered with Marke.tel to build a dedicated offshore team in the Philippines to support both our front and back office operations. This team comprised 7 English speaking front office agents managing inbound phone calls, chat, and email, along with 5 back office specialists handling policy endorsements, certificate issuance, and claims triage. Marke.tel efficiently shortlisted candidates within ten days, and after our approval on a Friday, the team was fully operational by the following Tuesday, working aligned with our Australian business hours (8 a.m.–5 p.m. AEST). Under the leadership of their team leader, Nadia,  the team was quickly integrated into our core systems, ensuring smooth assimilation into our system operations. 

RESULTS & FEEDBACK

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

Metrics, anecdote, and one candid nitpick

          •        ≈55 % payroll savings vs. local temp staff

          •        Average call wait time 8 min → 1 min 40 sec

          •        First-reply email time 10 h → 2 h

          •        Cleared legacy policy-change backlog in the first month

          •        Two mid-year agent replacements completed in < 4 days, 

zero SLA breaches

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

Project management was responsive and efficient. The recruitment, onboarding, and issue resolution were all handled with impressive speed. An example of their efficiency is how we approved final candidates on a Friday, and agents were already live the following Tuesday. When we had to replace two agents mid-year, the Marke.tel team managed it within days without impacting our service standards.

What was your primary form of communication with Marke.tel?

Email or Messaging App

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

They were quick and effective while maintaining high quality. The team’s English fluency, friendly tone, and willingness to help us grow made it feel like they were sitting right next to us. Their communication also added to the trust.

Are there any areas for improvement or something Marke.tel could have done differently?

They need to notify us earlier of Philippine public holidays that clash with Australian ones.