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 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.