oneTRUgroup (1TRU Group)

BACKGROUND

Please describe your company and position.

 I am the Commodity Manager of an agriculture company 

Describe what your company does in a single sentence.

We offer a digital platform for the buying and selling of agricultural commodities in the Philippines.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire oneTRUgroup (1TRU Group) to accomplish?
provide contact center services

SOLUTION

How did you find oneTRUgroup (1TRU Group)?

Referral

Why did you select oneTRUgroup (1TRU Group) over others?

• Pricing fit our budget
• Referred to me

How many teammates from oneTRUgroup (1TRU Group) were assigned to this project?

2-5 Employees

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

TRU Group agents manage customer inquiries and comments through hotline, email, and social media platforms. Key deliverables include maintaining high customer satisfaction, consistent engagement, and follow-up support, ensuring a positive experience across all communication channels.

RESULTS & FEEDBACK

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

The TRU agents effectively respond to inquiries across various channels. They consistently report on the number of inquiries handled, ensuring transparency and accountability. This demonstrates the success of the partnership in meeting response expectations and providing valuable customer support insights.

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

TRU Group has managed the project well, responding to LAKAL’s needs promptly. While there have been occasional delays in the weekly reports, it hasn't been a major concern as they are not urgent. The team maintains clear communication and adapts to changes, ensuring smooth execution and alignment with project goals.

What was your primary form of communication with oneTRUgroup (1TRU Group)?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

What stands out most about TRU Group is their friendly and approachable team, coupled with their flexibility. They go out of their way to accommodate the client’s needs, ensuring that expectations are met and delivering service with a positive attitude. Their adaptability truly sets them apart.

Are there any areas for improvement or something oneTRUgroup (1TRU Group) could have done differently?

One area for improvement for 1TRU Group would be refining their screening methods to ensure that only the most qualified candidates make it to the final stages, saving time for the client. Additionally, consulting with the client before informing agents about possible promotions or offloading them from projects will ensure alignment and reduce frustration for the agents, leading to smoother transitions.