MiXBS

BACKGROUND

Please describe your company and position.

I am the Executive Director of Planned Lifetime Assistance Network of Massachusetts and Rhode Island, Inc. (PLAN)

Describe what your company does in a single sentence.

 PLAN of MA and RI is a nonprofit organization offering special needs trusts for people of all ages with mental health, developmental, and physical disabilities in the Massachusetts and Rhode Island communities. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• We outsourced our customer service operations (general information on banking services, billing information, copies of documents, forms, complaints, customized information on loans, collection, requests for update information, information and awareness campaigns).

SOLUTION

How did you find MiXBS?

• Online Search
• Other

Why did you select MiXBS over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from MiXBS were assigned to this project?

Our main point of contact is a Service Delivery Manager who leads a team of operators.

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

MiXBS Team covers our phone, e-mail, and chat interactions, and handles both B2B and B2C customers. The main reasons our clients reach out to MiXBS are: Loans and accounts closing, Credit support information, Payment confirmation, Balance check, and Payment check.

RESULTS & FEEDBACK

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

Service level is over 85%, Handling rate is above 95% and FCR is over 85%. We also get a customer satisfaction score of more than 90%.

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

We have formal monthly meetings as well as ad-hoc calls whenever needed. We consider communication a strong point in our partnership. They always react fast and have a solid IT team which for us is an advantage in an ever changing environment.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

MiXBS grew very fast in the last years and have many side services such as CRM, IT and employees development programs which translates as direct benefits for us.

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

My recommendation is that MiXBS should keep the focus on the human resources challenges to ensure the continuous quality of the services.

BACKGROUND

Please describe your company and position.

I am the Chief Executive Officer of BKV Group

Describe what your company does in a single sentence.

A holistic design firm committed to enriching lives and strengthening communities.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?

• When we acquired two companies, we knew customer support would be a challenge. One had no support team at all, leaving customers stranded, while the other operated only during non-US hours, making response times frustratingly slow. We needed to build a reliable, efficient, and customer-friendly support system from the ground up—something that had never existed in these businesses before. Our goal was to ensure our customers felt heard, valued, and supported, no matter the time of day.

SOLUTION

How did you find MiXBS?

• Online Search
• Clutch Site

Why did you select MiXBS over others?

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

How many teammates from MiXBS were assigned to this project?

2-5 Employees

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

After searching for the right partner, we found MIXBS, and they immediately stood out. Unlike other outsourcing companies that turned us away for being too small, MIXBS saw potential in our mission and took on the challenge with enthusiasm. They provided us with a highly skilled customer support representative who not only handled inquiries but also helped us establish clear SLAs, create process documentation, and lay the foundation for a scalable support system. The transition was seamless, and what started with just one rep quickly grew into a structured, efficient operation that continues to improve.

RESULTS & FEEDBACK

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

The impact was almost immediate. We went from delayed responses and low customer satisfaction scores to glowing reviews from happy customers. Support inquiries that once took days to resolve were now being handled swiftly and efficiently. Our customers noticed the difference, and so did we. The structured support system MIXBS helped us implement brought order to the chaos, allowing us to deliver the kind of service we had always envisioned.

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

MIXBS’s project management was exceptional. We had bi-weekly management meetings and weekly check-ins with our rep, but honestly, the best part was how available they were at all times. Communication through Slack was seamless, and they were always quick to respond, adapt, and implement solutions. Their proactive approach ensured that things ran smoothly without us having to micromanage.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

What truly sets MIXBS apart is how much they care—about their clients, their team, and the overall success of the businesses they support. Every interaction we’ve had with them has been positive and uplifting. Their hiring process guarantees a great fit, and they deliver on that promise. It genuinely feels like their rep is an extension of our own team.

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

If we had to point out any areas for improvement, we honestly wouldn’t change a thing. MIXBS exceeded our expectations in every way. We couldn’t be happier with their service, and we look forward to growing with them in the future.

BACKGROUND

Please describe your company and position.

I am the Founder of Carbase UK

Describe what your company does in a single sentence.

At Carbase, we are incredibly passionate not just about our roots, but also about the future that our team is working hard to build for us. It is this passion, determination, and drive from everyone who works at Carbase which has resulted in our success.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire MiXBS to accomplish?
When our internal team started feeling overwhelmed with the sheer volume of inbound phone calls, we knew we needed help. We were spending too much time juggling calls, trying to route them to the right departments, and managing follow-ups, which was taking away from our core responsibilities. 
That’s when we decided to bring in MiXBS. Our main goal was to streamline the entire call-handling process, ensuring that no customer inquiry fell through the cracks while freeing up valuable time for our team to focus on other priorities.

SOLUTION

How did you find MiXBS?

• Online Search
• Clutch Site

Why did you select MiXBS over others?

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

How many teammates from MiXBS were assigned to this project?

2-5 Employees

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

From day one, MiXBS showed a deep understanding of what we needed. They didn’t just offer a cookie-cutter solution—they really took the time to get to know how our business operates. Together, we developed a customized script that captured our brand’s tone and ensured consistency in every call. 
Their team didn’t just read from a script; they engaged with callers, asking thoughtful questions to get the information we needed. They also followed a detailed routing chart we provided, forwarding calls to the right departments with precision. And for calls that didn’t require immediate attention, they took detailed, organized messages, so our team could follow up at the perfect time.

RESULTS & FEEDBACK

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

The impact was immediate and noticeable. Our internal team found themselves with more time to focus on high-priority tasks, and the overall call management became far more efficient. Beyond just saving time, MiXBS’s familiarity with our business meant they could handle calls with confidence and professionalism, which improved both our internal workflow and the customer experience. We’ve received positive feedback from clients about how smooth and professional their interactions have been.

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

What stood out to us was how seamless the entire integration process was. MiXBS made it easy from the get-go. We primarily communicated over the phone, and every interaction felt like we were talking to a dedicated partner who was just as invested in our success as we were. 
They were incredibly responsive, always quick to address any adjustments we needed, and proactive in suggesting improvements to make our call management even smoother.

What was your primary form of communication with MiXBS?

• Virtual Meeting
• Email or Messaging App

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

What really impressed us about MiXBS was their flexibility and willingness to customize their approach specifically for our company. We’ve worked with other service providers before, but MiXBS truly felt like an extension of our team. They weren’t just following a generic process—they adapted their services to fit our unique needs, and that level of personalization made a huge difference. 
Their attention to detail and eagerness to understand the ins and outs of our business set them apart from any other company we’ve worked with.

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

Honestly, we’ve been extremely satisfied with MiXBS. Their team has exceeded our expectations in every way, from their professionalism to their flexibility. At this point, nothing we can think of needs improvement. In fact, given how smooth things have been, we’re already considering expanding their role in other areas of our customer support.