Nitrova

BACKGROUND

Introduce your business and what you do there.

I'm the founder of a roadside assistance company that provides emergency support and services for drivers on the road.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nitrova?

We needed help staffing a call center team that was available 24/7 to handle our customers' roadside assistance requests.

SOLUTION

What was the scope of their involvement?

Nitrova has provided a team of six call center agents who receive customer calls, log service requests, and coordinate with drivers until each job is completed successfully. Their scope also includes tracking drivers via GPS, maintaining detailed records of all requests in Excel sheets, and training the entire team from the ground up. Moreover, they follow up with customers after each service and provide reports that help us track request outcomes and monitor driver performance with customers.

What is the team composition?

We work with six teammates from Nitrova.

How did you come to work with Nitrova?

We found them through a business relationship/referral. We chose them over other options because their pricing fit our budget, they offered good value for the cost, and their company values aligned with ours.

How much have you invested with them?

So far, we've spent less than $10,000.

What is the status of this engagement?

We started working together in August 2023, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The most important outcome for us is achieving full 24-hour call coverage while reducing costs, and Nitrova has delivered exactly that. Our operations have never been affected, call response rates have stayed at their highest levels, and response time is immediate. On average, about one in every three to four calls might drop, and 60% of those drops are due to internet or server issues on our own end, not related to Nitrova's performance. Overall, costs have decreased by 75%, and response time never exceeds six seconds.Moreover, although Nitrova's agents don't interact directly with the customer as a service touchpoint, customer ratings have improved because of their attentiveness in following up and tracking each request, which adds a layer of care.

How did Nitrova perform from a project management standpoint?

Everything has been managed perfectly. Nitrova has delivered on time with no issues throughout the project. We communicate via email and messaging apps.

What did you find most impressive about them?

Their speed in hiring, experience, and availability 24/7 are impressive — it honestly feels like they never sleep!

Are there any areas they could improve?

If I had to mention one thing, it would be having more detailed reports on a more frequent basis, like weekly instead of monthly. However, this hasn't affected the quality of the service itself.