A different take on outsourcing
Morph is a high performance outsourcing company based in Belgrade, Serbia, providing Inbound Call Center Services (Sales, Customer Care and Answering Services) to US Based Businesses
headquarters
other locations
Focus
Portfolio
Cross Country Movers, Merchant Chimp, Infonet
Cross Country Movers - Explosive Scaling
Cross Country Movers is a California based moving company, providing the highest quality (or ‘White Glove’) relocation services across the United States, as the name suggests. Although the company was founded in 2016, it was founded by a group of people with extensive experience in the moving industry, and as a result, it experienced record-breaking growth in the first few years, with each year surpassing the last by almost tenfold. With such growth come serious growing pains, so the solution to the problem was to partner with a company that’s capable of scaling teams at a pace and surety to match Cross Country’s relentless expansion. You guessed it – Morph turned out to be the best bet. Since the start of our relationship with Cross Country Movers, at a time when their US-based team consisted of no more than 10 people; we have grown their offshore team to a group of 40. Today, 4 of 5 managers in charge of running Cross Country Movers are in our offices and the results of making this switch is almost too good to believe:
Cross Country Movers’ lead conversion rate increased from 17% to 25%, their overhead dropped by 52% per agent, on average; the liability that comes with having employees on the payroll is pretty much gone, and their bottom line (Net profit) increased by 110%.
You read that correctly – their net profit more than doubled.
Given the fact that Cross Country Movers is Morph’s first-ever client, we’re thrilled to be able to say that we repaid their trust in a small, ambitious Belgrade based company with results that greatly surpassed our initial projections.
To Hit The Ground Running
Merchant Chimp is a newly founded payment processing company out of LA, CA,
that saw an opportunity to scale their offices with Morph. The relationship between Morph and Merchant Chimp started shortly after MC was founded, so the idea was to build the entire MC team with us. Between the standard obstacles that come with cold calling and the fact that MC had not developed any of their processes and sales scripts yet, the goal was for Morph to plan out and execute the entire process of selling, along with all the technicalities that follow a closed deal.
Over the course of 6 months from starting the project, Merchant Chimp saw a 300% boost in closed deals, a 60% drop in overhead expense, and a drop in lead churn rates by a staggering 40%. To put it simply, Morph delivers three-quarters of Merchant Chimp’s total sales, while burning half as many leads as their in-house sales team. Most importantly, we do it at less than half the budget needed to run the in-house sales team. Today, the Merchant Chimp branch at Morph is growing at a healthy pace, along with our client’s monthly revenue.
We’re happy and proud that this is the case, as it shows that a detailed, educated approach beats blunt force and volume - an approach that we strive to have with everything we do.
A Transformative Investment
InfoNetworks is a California based full-service technology partner offering comprehensive internet solutions and managed IT services, conveniently bundled to meet their client needs. InfoNetworks teamed up with Morph in 2016. Up until that point, their growth was somewhat hindered by an ‘old school’ approach. By diversifying their team, their hope was to create the sort of stability needed to start the aggressive expansion they’re in the midst of today. As the expansion is closely followed by serious investments, it made sense to look overseas with the goal to maintain their quality of service and reduce their overhead expense, all in one swoop. Before its partnership with Morph, InfoNetworks had different types of challenges – hiring, retaining, and growing talent proved costly, both in terms of time and in terms of funds. From tech support and ticketing to some of the more serious positions that we fill today, the challenge was fitting into a tight-knit team that InfoNetworks boasted; to later share in some of the more crucial responsibilities. Our solution was two-pronged: The two focal points were to first make sure we deliver on the service to a standard befitting both our companies, but also to ensure a complete cultural fit. This meant setting up a very thorough screening and interview process, and having a strong collaborative approach to training and mentoring our new agents. With InfoNetworks, the solution to our problem didn’t require much creativity, but it needed the sort of tricky approach that Morph networks prides itself on having – a people-centered approach.
Reviews
the project
Outsourcing & Call Center Services for Moving Company
“I’m really satisfied with the way Morph handles the projects we’ve given them.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m a sales manager at a cross-country moving company that helps clients move across the US. I’m leading the sales team, but we also cover logistics, customer care, and everything related to the moving business.
What challenge were you trying to address with Morph?
Six years ago, the moving business started to grow really fast. At the time, we were looking for a company that could deliver both the training and the performance we needed from a field standpoint, so we collaborated with Morph.
What was the scope of their involvement?
Morph provided us with sales services at the beginning. We started with a small team of 5–6 salespeople who were handling inbound calls from our clients. Then, the business grew fast, and we eventually needed both logistics and customer care. They trained, hired, and delivered in those fields as well. At present, they pretty much cover every aspect of our business.
What is the team composition?
When we started, I had two main points of contact and both of them were CEOs of Morph. There were also six people under them. Now, the team is much bigger, so I don’t have all of their names.
How did you come to work with Morph?
We were referred to Morph. We interviewed them, and what we heard was pretty good for us — it was exactly what we needed, so we hired them.
How much have you invested with them?
In the past five years, we’ve spent around $5 million. This is seasonal work. The amount of workload we have in the summer months is big, so we’re paying more. When the off-season comes, the business is slower.
What is the status of this engagement?
We started working with them in March 2016, and the engagement is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
Morph started with a small team, and the metrics then were the number of the fields that we completed. Now, the fact that the team has grown to 60 people means that they’ve also helped our business grow.
As for business impact, it’s been a great experience from our standpoint since we cut down our costs while the quality of work remains the same. In some areas, the quality is even better than we’ve expected, which isn’t usually the case when one thinks of outsourcing.
How did Morph perform from a project management standpoint?
When it comes to deadlines, I’m really satisfied with the way Morph handles the projects we’ve given them. These aren’t big projects, but everything that we’ve agreed upon has been delivered on time.
What did you find most impressive about them?
They have the ability to train people and help them have a good performance. This is certainly an important thing for us when it comes to Morph. The way they recruit and train people to work for our company has been their best characteristic.
Are there any areas they could improve?
No, there aren’t any. I never have any problems or areas where we need a big improvement. What we’re doing right now is good, and as long as they stay on track, we’re in for a good future with them.
Do you have any advice for potential customers?
I'd definitely recommend Morph as they are. When it comes to getting the best results, potential customers should be honest. If they give the team a clear point of view and guidance, they will deliver a good job.
the project
Website Dev for Packaging Waste Management Operator
"They always found a solution for everything... Every bug has been solved very quickly."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am a Marketing Manager at Sekopak, which means that I'm in charge of planning and implementing digital marketing strategy, organising activities and events in order to encourage people to recycle, presenting our clients as eco-friendly companies, etc.
Sekopak is operator of packaging waste management. Sekopak is supporting practical solutions to be implemented in the sphere of minimising influence packaging and packaging waste has on the environment. Sekopak is implementing the system according to the new packaging legislation regulating packaging waste field in line with EU Directives.
For what projects/services did your company hire Morph, and what were your goals?
Our website was out of date and used old technology, so we decided to make the new one from scratch. It was important for us to make a website: Easy to navigate Visually appealing and unique design Responsive design and mobile-friendliness Easy to use it by me, so I can implement SEO strategy and change most of the things on my own
How did you select Morph and what were the deciding factors?
We talked with representatives of three companies and decided that Morph is the best for us. They seemed to be competent, open to all of my suggestions and questions, but also full of innovative ideas.
It was easy to communicate with them. Since this was the first time that I wrote content for each page on the website, it was important for me to choose the company that will be supportive through the whole process, and I believe that I've found that support in Morph.
Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.
- step: Design (3 weeks) - making homepage and a few variations of landing pages
- step: Front end development (2 weeks)
- step: Back end development (2 weeks) - WordPress CMS
- step: Working on details in order to make website flawless In 2020. We redesigned our brand and change the dominant color from green to blue. Morph helped us again and change the color, icons and logo on our website.
How many people from the vendor's team worked with you, and what were their positions?
I worked with three people from Morph - the owner, web developer, and web designer.
Can you share any measurable outcomes of the project or general feedback about the deliverables?
Firstly, our phone is constantly ringing. People are calling in order to find a way to recycle more waste. Secondly, our website traffic has increased, we made it a place where people can find reliable information about waste recycling. Finally, our clients had noticed the new design and they are very pleased with it.
Describe their project management style, including communication tools and timelines.
We met in person few times, but mostly we communicated through the email. It was all well organised and simple.
What did you find most impressive or unique about this company?
They were open to help me navigate through WordPress, whenever I had a question they were here for me, and they always found a solution for everything.
Are there any areas for improvement or something they could have done differently?
I'm very pleased with our cooperation. Every bug has been solved very quickly.
the project
Staff Augmentation for Technology Solutions Provider
"Morph does a really good job overall."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I am the director of operations for a technology solutions provider.
What challenge were you trying to address with Morph?
We needed some staff augmentation to help grow our business.
What was the scope of their involvement?
Morph helped us identify potential opportunities for staff augmentation, and provided resources to be integrated into our existing teams.
They mainly do basic customer interaction, such as support and taking down issues being reported by customers.
What is the team composition?
We have five people working with us.
How did you come to work with Morph?
They were referred to us by a customer, who was also their customer.
How much have you invested with them?
We’ve spent between $480,000 - $600,000.
What is the status of this engagement?
We began working together around October 2016, and it is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
Morph has brought talented people to us who are able to effectively work with our team, with minimum third-party interruption.
How did Morph perform from a project management standpoint?
They just recruit talent; we handle project management internally.
What did you find most impressive about them?
Morph is able to find people that match our criteria regarding company culture and objectives, as well as for specific projects.
Are there any areas they could improve?
Morph does a really good job overall. They just need to keep in mind why they’ve been hired, and what they’ve been hired to do.
Do you have any advice for potential customers?
Be clear about what you want to achieve, and have a game plan, for the best possible engagement.
the project
BPO for Credit Card Processing Company
"They think outside the box and are extremely proactive."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the CEO and president of a credit card processing company that is backed by Wells Fargo and First Data.
What challenge were you trying to address with Morph?
We wanted help with BPO and HR services.
What was the scope of their involvement?
They helped us improve our workflow and make our business processes more efficient. I spent about a month educating them about our company protocols, chain of command, etc.
From there, they established a workflow for reaching HR and recruiting targets. For example, they take care of the hiring process, they train our sales staff, and they reassign employees as needed.
What is the team composition?
I’ve worked with a number of people, but I have two main points of contact.
How did you come to work with Morph?
I was referred to them through a family friend. I spoke to Morph on the phone, and they had a positive attitude, so I decided to move forward with them.
How much have you invested with them?
I’ve spent about $250,000 so far.
What is the status of this engagement?
I initially contacted them in December 2019, but the project didn’t get started until February 2020. Our relationship is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
The difference between our business since we started working with them is night and day. Without them, I don’t think I would be where I am today. They’ve taken full responsibility for the administrative department which has been so helpful.
The quality of the work is professional. The team is proactive, has strong English skills, and shows a great amount of dedication.
How did Morph perform from a project management standpoint?
They came up with ideas to make our processes more efficient. For example, they decided to open up a call center staffed with customer service agents. The team is always working on new proposals. Each month, they provide monthly metrics updates. We communicate at least daily.
We use Asana and OneNote.
What did you find most impressive about them?
The ideas they bring are impressive. They think outside the box and are extremely proactive.
Are there any areas they could improve?
No.
Do you have any advice for potential customers?
I would highly recommend them. They perform well and offer their services at an affordable price.
Thanks to Morph’s efforts, the client has cut down on expenses while maintaining a high-quality service. In some areas, the quality of service has even exceeded their expectations. The team has met all deadlines, and they’ve hired and trained people that have contributed to the engagement’s success.