RFS Business Solutions Pvt Ltd

BACKGROUND

Please describe your company and position.

I am the Chief People Officer of Fleet Space Technologies

Describe what your company does in a single sentence.

Fleet Space Technologies, a leading Australian space company with a mission to connect Earth, Moon, and Mars, is revolutionising the mineral exploration, defence, and space exploration sectors through its groundbreaking products and connectivity solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RFS Business Solutions Pvt Ltd to accomplish?

• We were growing as a business and needed to find the right skill sets to scale our team effectively and cost-effectively. We decided to build a team in the Philippines and needed a partner to support us.

SOLUTION

How did you find RFS Business Solutions Pvt Ltd?

Clutch Site

Why did you select RFS Business Solutions Pvt Ltd over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from RFS Business Solutions Pvt Ltd were assigned to this project?

2-5 Employees

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

RFS Business Solution provides employer of record services for our company. Initially, we requested resources for five roles to test the model across various teams, including our finance, operations, and people teams. Since then, we've expanded our engagement, and RFS Business Solution provides resources for multiple roles in different areas, most recently as we build a development team.

RESULTS & FEEDBACK

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

RFS is a customer-focused organization, and we feel well supported by all their team members.RFS is responsive to our needs and has helped us access the talent we were looking for in Manila and scale our team in a cost-effective way. Finding talent in all locations can be challenging, and RFS has helped us find the resources we needed. We've expanded the original scope with the support of RFS and the talent available in Manila.

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

We have regular meetings with the talent acquisition team, including weekly and monthly meetings. We also have quarterly engagement meetings to discuss how the partnership is working. We communicate via Microsoft Teams, email, and video conferencing. Our people performance manager based in Manila works closely with RFS' team and occasionally has in-person meetings. We don't have a project-based engagement since RFS builds our team on an ongoing basis.

What was your primary form of communication with RFS Business Solutions Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

We've seen the team continuing to develop their organization, capabilities, and service offering for us as clients. The key strength of RFS is their commitment to servicing their customers. We've had a really positive experience working with the entire team. RFS looks at how they can better service our needs and how their offices can better accommodate our team members

Are there any areas for improvement or something RFS Business Solutions Pvt Ltd could have done differently?

We've encountered challenges as work has grown and changed, but that is part of business growth in general. I can't see any particular concern that jumps out. 

BACKGROUND

Please describe your company and position.

I am the Head of Engineering of Unleash

Describe what your company does in a single sentence.

Unleash is the largest Open Source solution for Feature Management.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RFS Business Solutions Pvt Ltd to accomplish?

• Level 1 customer support, providing 24x7 responses to customers.

SOLUTION

How did you find RFS Business Solutions Pvt Ltd?

Online Search

Why did you select RFS Business Solutions Pvt Ltd over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from RFS Business Solutions Pvt Ltd were assigned to this project?

2-5 Employees

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

The RFS team provides the first response to our customers when they send Questions or report Incidents. They deliver on a response time SLA, and they also monitor customer satisfaction on their responses. Another important metric they try to maximize is Level 1 Resolution, which is the percentage of requests they can resolve without routing to other teams (this in turns reduces resolution time and increases customer satisfaction).

RESULTS & FEEDBACK

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

We keep our response time SLA, and customer satisfaction levels within the targets.

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

The RFS team has been committed and responsible in their deliveries. They have been continuously improving based on our feedback. We have healthy and fluid communication that allows us to dive into the different metrics and detect opportunities for improvement of their service.

What was your primary form of communication with RFS Business Solutions Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

They've delivered a solid customer support team that cooperates with all our internal teams.

Are there any areas for improvement or something RFS Business Solutions Pvt Ltd could have done differently?

Nothing remarkable

BACKGROUND

Please describe your company and position.

I am the CEO of Yalmar Solutions AS

Describe what your company does in a single sentence.

Helping investors succeed with digital investment management tools, reporting and control.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RFS Business Solutions Pvt Ltd to accomplish?

• Book meetings with prospects

SOLUTION

How did you find RFS Business Solutions Pvt Ltd?

• Online Search
• Clutch Site

Why did you select RFS Business Solutions Pvt Ltd over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from RFS Business Solutions Pvt Ltd were assigned to this project?

2-5 Employees

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

• Identify relevant leads, 
• create email scripts and follow ups based on our input and ideas, 
• book meetings with prospects, 
• make sure we delivered content and followed up from our side versus prospects.

RESULTS & FEEDBACK

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

Number of completed prospect meetings.

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

Very, very prompt and timely delivery. Helping us stay on our timeline by being pro active. Already on day 1 of the email campaign we got three relevant meetings booked and RFS have continued to beat our expectations.

What was your primary form of communication with RFS Business Solutions Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

They were a dedicated and hardworking partner that honored their word.

Are there any areas for improvement or something RFS Business Solutions Pvt Ltd could have done differently?

With the great results we have seen, it is hard to be critical of anything, but perhaps the copywriting could improve even further.

BACKGROUND

Please describe your company and position.

I am the Operations Supervisor of Glovo

Describe what your company does in a single sentence.

Glovo is a pioneering multi-category app connecting users with businesses, and couriers, offering on-demand services from local restaurants, grocers and supermarkets, and high street retail stores.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RFS Business Solutions Pvt Ltd to accomplish?

• To cover our customer service on three channels: mail, call & chat plus our real time operations department.

SOLUTION

How did you find RFS Business Solutions Pvt Ltd?

• Online Search
• Other

Why did you select RFS Business Solutions Pvt Ltd over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from RFS Business Solutions Pvt Ltd were assigned to this project?

2-5 Employees

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

RFS currently offers support for three stakeholders: consumers, delivery staff (couriers), and restaurants. They cover three channels, call, email, and chat. They also cover back-office tasks and handle partners' onboarding walkthroughs.

RESULTS & FEEDBACK

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

RFS manages to deliver each month an exceeding SLA score. Customer satisfaction is also achieved, and they reach a 90% success rate for partners' onboarding.

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

The ongoing communication between us and RFS team proved to be the solution for a quality business calibration. They are open to suggestions, they understand our industry dynamics and adapt to its requirements.

What was your primary form of communication with RFS Business Solutions Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

RFS is a flexible business partner, meaning they can adapt and react to challenges. They proved this from the start, by handling a quick and effective ramp-up. Moreover, in the first year of business, they scaled up the team up to three times and improved customer satisfaction scores, in the same time.

Are there any areas for improvement or something RFS Business Solutions Pvt Ltd could have done differently?

We can always find areas that need better performance and we rely on RFS to be proactive.

BACKGROUND

Please describe your company and position.

I am the Owner of Aura Fragrances of Paris LLC

Describe what your company does in a single sentence.

Perfume wholesaler and e-commerce.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RFS Business Solutions Pvt Ltd to accomplish?

• Customer service

SOLUTION

How did you find RFS Business Solutions Pvt Ltd?

Online Search

Why did you select RFS Business Solutions Pvt Ltd over others?

Pricing fit our budget

How many teammates from RFS Business Solutions Pvt Ltd were assigned to this project?

2-5 Employees

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

• answer support tickets and emails
• call customers when necessary
• process insurance claims and refunds
• verify risky orders

RESULTS & FEEDBACK

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

Customer satisfaction with tickets closed.

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

The team is very responsive, thorough, and quick.

What was your primary form of communication with RFS Business Solutions Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

Ease of onboarding

Are there any areas for improvement or something RFS Business Solutions Pvt Ltd could have done differently?

None come to mind