Omnie is a pioneering leader in customer service outsourcing, reshaping business-customer connections. Anchored in delivering unparalleled experiences, Omnie blends cutting-edge technology with a human touch to forge a harmonious platform that surpasses expectations.
Tech-Infused Human-Centric Approach:
We comprehend the balance between automation and humanity. Our approach seamlessly blends advanced technology with empathetic interactions, ensuring each customer engagement mirrors your brand's identity. We excel at fusing modern automation with personal warmth, heralding a new era of customer service excellence.
Empowering Your Brand Identity:
Experience outsourced service that transcends your brand's identity. Omnie's fusion of technology and top-tier experts ensures flawless brand representation. Join renowned brands in elevating your customer service, guided by our innovative solution.
Unrivaled Customer Experience:
We specialize in delivering remarkable customer experiences. Our skilled professionals prioritize integrity, empathy, and efficiency, ensuring exceptional support. We represent your business with unwavering dedication, crafting lasting, positive impressions.
Our Approach:
Brand Alignment: Seamlessly extend your ethos through interactions aligned with your brand's values.
Ecommerce Focus: Tailored solutions amplify satisfaction and drive sales in the ecommerce landscape.
Leading Technology: Our cutting-edge tech optimizes interactions for efficient solutions.
Omnie Integrated Services Inc provides outsourcing services for a consumer electronics manufacturing company. They provide 24/7 customer service support via phone, email, and social media in multiple languages.
Omnie Integrated Services Inc has been doing a great job so far, providing one contact resolution in less than 3 minutes, and the client's SLA has been reduced. They have an effective workflow so far, and their dedication has earned the client's trust to continue their long-term partnership.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I report directly to the Vice President of Marketing for one of the three segments of nVent, a 2.1 billion, high performance electrical company with a dedicated team of 9,000 people and trusted brands such as RAYCHEM, TRACER, NUHEAT, PYROTENAX, CADDY, ERICO, HOFFMAN, and SCHROFF
Responsibilities:
Develop and manage a regional Marketing Communications plan and budget together with Marketing Managers in North America - Coach a team of 4 marketing communications professionals
Manage planning, creation, and execution of all marketing communications activities for company's brands and product lines: NUHEAT, RAYCHEM, TRACER and PYROTENAX in North America
Help support digital initiatives with the Digital Marketing Communications team - web site development, lead generating campaigns, nurture campaigns, social media strategy, SFDC & Marketo
Strengthen brand building and brand identity
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Omnie Integrated Services Inc.?
We were looking for a white label customer service program to managed all our customer service channels around the world. Omnie was tasked to offer 24/7 support in multiple languages across all platforms.
SOLUTION
How did you select this firm and what were the deciding factors?
Omnie offered a full solution all under one roof. They were able to build the technology and find team members to manage the volume. Other vendors we spoke to wanted us to build and maintain the technology and they were simply offering team members. Omnie also offer continued success and a dedicated manager to ensure the program was always running smoothly with limited work on our side.
Describe the project in detail and walk through their service package.
Omnie is responsible for managing these channels below:
Phone
Email
Instagram
Facebook
Twitter
Google reviews
They are available 24 hours across those channels. They provide detailed reporting on all contact channels and customer satisfaction scores. The reporting helps us understand what products have issues and where the business can improve.
How many resources from the vendor's team worked with you, and what were their positions?
Trish L. - Client Success Director
Brad G.- Customer Service Training Coordinator
Justine C. - Account Executive
RESULTS & FEEDBACK
Can you share any outcomes from the engagement that demonstrate progress or success?
We were able to decrease costs significantly, while improving service levels. Omnie is guaranteeing our response times, so all calls are answered in under 3 minutes. We also don't need to worry about how to find language support across the world. It appears they have talent around the world so filling those roles is often quick.
How effective was the workflow between your team and theirs?
They have an easy to use portal for us to view interactions with customer or handle any special requests they need help with.
What did you find most impressive or unique about this company?
They work with you as if they are a partner or an extension of the company. The fact that they are in North American is huge, we wanted to make sure we still had transparency and control over the program.
Are there any areas for improvement or something they could have done differently?
No, the entire experience has been great.
RATINGS
5.0
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
"They are always available if you need them. They make it very easy to book time"
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Showing 1-1 of
1 Reviews
Locations (4)
201 - 805 Manhattan AveManhattan Beach, CA,
United States90266
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