PartnerHero

BACKGROUND

Please describe your company and position.

I am the Director, Service Desk and Ops Analytics of Intersection Co.

Describe what your company does in a single sentence.

At Intersection we thrive on an experience-driven out-of-home (OOH) media & technology that delivers programming, consumer amenities, and advertising.

OPPORTUNITY / CHALLENGE

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

• Internal Field Operations Support
• Client Support
• Analytics
• Asset Management Administration

SOLUTION

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How did you find PartnerHero?

Referral

Why did you select PartnerHero over others?

• Close to my geographic location
• Pricing first our budget
• Great culture fit
• Company values aligned

What was the size of PartnerHero’s team?

2-5 Employees

What was your primary form of communication with PartnerHero?

• Virtual Meeting
• Email
• Messaging App

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

As a Senior Service Desk Engineer at Intersection, candidate:

• Has managed all customer requests that have been escalated as a repeat problem or requires deep analysis.
• Troubleshoot issues remotely from our office, log all your findings in our internal ticketing system, escalate issues needing onsite attention, and participate in a rotating on-call shift.
• Provide training and participate in the Quality Assurance Program evaluating tickets from our Tier 1 support team.
• They are passionate about providing great customer service and enjoy investigating underlying issues.

RESULTS & FEEDBACK

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

• First response time
• Escalation response time
• Ticket resolution time

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

We have been working with PH for a long time. There are times when individuals require a set of training or feedback but for the most parts they do meet given requirements.

What was your primary form of communication with PartnerHero?

• Virtual Meeting
• Email
• Messaging App

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

PH goes the extra mile to ensure the clients are happy and they meet a client's needs as the requirement changes.

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

We are happy with the service we have thus far.

BACKGROUND

Introduce your business and what you do there.

I’m the director of support for Submittable, a fintech company. We work in the corporate social responsibility space.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PartnerHero?

We had a deal that we couldn’t do in-house because it had special language requirements and over 1 million applicants to support. We needed to extend our support capabilities to add languages, extend hours of operation, and scale our customer service.

SOLUTION

What was the scope of their involvement?

PartnerHero provides BPO services. They offer their employees and the spaces they’re working in. The team works remotely, operating out of our Salesforce system and using our phone system as well. We’ve provided them with credentials for their agents and training materials. PartnerHero has handled all the hiring and training processes.

Additionally, they’ve translated our documentation, frequently asked questions, pages, and so on.

What is the team composition?

We’ve worked with 3–4 people from the customer success team.

How did you come to work with PartnerHero?

We looked for outsourcing companies that could fit the bill and found PartnerHero on Google. We met with Sam (Senior Account Executive), and it felt right. Many service providers had similar capabilities, but PartnerHero’s values aligned with our ideals.

Also, we would work in the Central time zone for this deal. Since their hub was in Honduras, they were a perfect fit.

How much have you invested with them?

We’ve spent over $1 million.

What is the status of this engagement?

We began our partnership in June 2022, and it’s still ongoing.

RESULTS & FEEDBACK

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

We were able to support over 1.2 million applications within 5–6 weeks. Moreover, all were across four languages: Spanish, Somali, Hmong, and English. All in all, PatnerHero has a great experience with cloud services; they’re professionals.

How did PartnerHero perform from a project management standpoint?

They’re on top of the project; the team is timely and well-organized. PartnerHero is very responsive, and we’re happy with their performance.

We have a standing weekly meeting to cover everything we need to do. Overall, we have constant communication through our integrated Slack channel, Service Cloud, and Grasshopper.

What did you find most impressive about them?

They’re able to quickly onboard resources. For example, we ended up going over 90 agents in just a matter of weeks. PartnerHero sourced, trained, and onboarded all those people into our program; it was absolutely amazing.

Also, their ability to source languages is outstanding. We’ve given them tons of different languages to translate, and they do it promptly.

Are there any areas they could improve?

No, I can’t think of anything now; we’ve been happy with PartnerHero. We’ve done several programs with them; they’re our partner for all our outsourcing needs.

Do you have any advice for potential customers?

I suggest integrating the Slack channel; it’s convenient for synchronous communication.

BACKGROUND

Please describe your company and your position there.

Founder and CEO

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PartnerHero, and what were your goals??

We receive support tickets for our SaaS business and required help managing the process, responding to customers and generally keeping on top of the support queue.

SOLUTION

How did you select this vendor and what were the deciding factors?

Professional, friendly and effective throughout. It was an easy choice.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide customer service / support 5 days a week for a few hours each day. This helps us keep on top of our support backlog.

Who did you work with and what was the feedback process like?

There are a number of contact points within PartnerHero that we work with, ranging from account manager to a team lead. Working with everyone in the team is a joy.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our customers love the level of support we provide and we find that we have a far more efficient and impactful support process in place that enables us to focus on other parts of the business.

Describe their project management style, including communication tools and timeliness.

Daily updates in Slack with weekly reports. They strike just the right balance to ensure we’re kept up to date on performance without being a drain on our attention.

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

Attitude across all members of the team is incredible. We love working with them and see them as a genuine part of our team.

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

No, they are honestly an incredible partner, and wider team to work with.

BACKGROUND

Please describe your company and your position there.

I'm the Sr Customer Success Manager for an EV mobile charging company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire PartnerHero, and what were your goals??

We utilized PartnerHero to help assist with our customer support email to help answer questions during off hours (overnight and weekends).

SOLUTION

How did you select this vendor and what were the deciding factors?

They were affordable, flexible, and very thorough. They always seemed very interested and represented themselves very professionally.

Describe the project in detail and walk through their service package, including any calling tools used.

They provided customer support coverage from 6pm-12am EST Monday-Friday, and 9am-7pm EST Saturday and Sunday. They responded to customer inquiries through Zendesk, and utilized Stripe and our website tools to assist customers with billing, cancelling subscriptions, adding customers to newsletters, and sharing more in-depth info on the service.

Who did you work with and what was the feedback process like?

There were 7 associates that handled inquiries, and I worked with a team that I met with weekly/biweekly to go over updates and training reviews.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

They responded to inquiries very quickly, usually within the hour of being received.

Describe their project management style, including communication tools and timeliness.

They always checked in with me via virtual meetings and slack channels for quick communication should they have any questions.

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

They are extremely professional and thorough. It was as if they had a true stake in the company.

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

Nope!