Marke.tel

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.