Vserve Ebusiness Solutions

BACKGROUND

Please describe your company and your position there.

I am the Founder / CEO of a mid size wholesale apparel decorator serving the promotional products industry for over 26 years.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions?

We needed to find a solution to the amount of time that our service team spent entering client PO's into our ERP. Every client submits a different style of PO so automating this process felt daunting. The time our CSR's spent with clients needed to be problem solving, not data entry.

SOLUTION

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

We looked at part time employees who were dedicated to entry and contract services through Freelance but these options left us with the same bottleneck issues during peak season. We needed a partner in that they would manage the people, train the team and expand and contract the staff based on the seasonality of the work flow. From the initial meeting I was convinced they understood our needs in the structure and execution and they were willing to give us one main point of contact that would manage our team. Given the learning curve and nuances of our client work, this was very important to the success of this partnership.

Describe the project in detail and walk through the stages of the project.

They provided one senior manager and one team member to learn our data entry process and document the training. Our Client Service Manger worked closely with them to make sure they understood the process, could make judgement calls when needed and communicated frequently any issues. With this being our first remote working situation we had lots of small issues to work through. Once the training and the documenting was finalized we were set to expand the team as needed. We currently have one manager and 3 team members that handle 95% of all of the data entry for our company. It is our intention to continue to add to the team as we grow our company.

Describe the recruitment process in detail.

We first discussed the challenges I was having internally and then determined that they could indeed provide the data entry and support my team needed. They identified a team lead and once we met with him we were confident that he could manage and build a team that would represent our company values and our desire for efficient execution. Each team member takes the Culture Index Survey which allows us visibilty into their natural behaviors. This allows us to keep our recruitment process the same with Vserve as it is with our US company. We have daily, quarterly and annual meetings with various people to ensure we are all on the same page.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

With this support team, we have been able improve our US service team by hiring stronger skill sets in the area of account managment vs the skills of data entry. We maintained a strong client presence during the pandemic with the CSR's reallocating 50% of their time from data entry to client connections.

How effective was the workflow between your team and theirs?

Even though the team is remote, they have become part of our work family. The team is able to pivot and train quickly as we have influx in orders which allows us to say yes to more projects than before. Or Service Manager and our Vserve Team Manager refer to each other as friends due to their close working relationship.

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

They have a high-level team at a cost-effective price point. We are continuously looking for ways to utilize their services as we re-evaluate our own processes.

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

We were concerned about the time difference in the beginning, but they adjusted to work with us until they/we were confident. We now have the added benefit of their time zone difference allowing orders to be entered over night and ready for the receiving department when they arrive in the morning. It allows us to literally work 24 hours a day.

BACKGROUND

Introduce your business and what you do there.

Trend Nation is an e-commerce company. We sell men’s and women’s accessories and clothes online.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Vserve Ebusiness Solutions?

We wanted to increase our customer service team at a minimal cost.

SOLUTION

What was the scope of their involvement?

Vserve Ebusiness Solutions provides in-depth customer service for us. They respond to all of our emails and maintain our accounts in good status.

What is the team composition?

I have two agents that work with me, and they have their own manager.

How did you come to work with Vserve Ebusiness Solutions?

I was surfing the internet and came across several agencies. I met with probably 3–4 of them, and I selected Vserve Ebusiness Solutions.

How much have you invested with them?

We spend around $20,000 per year, so it’s been a total of $40,000 so far.

What is the status of this engagement?

We started working together in June 2018, and the partnership is ongoing.

RESULTS & FEEDBACK

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

Vserve Ebusiness Solutions is very good and thorough. Since they’ve taken over our customer service portion, it has eased the pressure from myself and my team.

How did Vserve Ebusiness Solutions perform from a project management standpoint?

We communicate through Slack and touch base twice a week — we stay very connected.

What did you find most impressive about them?

Vserve Ebusiness Solutions catches on pretty quickly. If I train them on something, they pick it up fairly fast. Their thoroughness with our customers is really impressive, too.

I can take a vacation and not worry about customer service — I’m confident that they’re going to take care of the account. They make sure that our account and our customers stay in good health.

Are there any areas they could improve?

They could improve on their communication, but just in small aspects. For instance, if there’s a product that has an ongoing issue with several customers, I ask them to communicate that to me. Sometimes, I do spot checks and I won’t see any communication from them about those specific issues.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing manager at HGR Industrial Surplus, and we buy and sell used heavy machinery, industrial equipment, and industrial surplus supplies. Basically, we solicit across the East Coast looking for equipment people are either trying to sell or liquidate to assets.

Once we purchase all the equipment, we bring it to our 12-acre showroom here in Euclid, and resell it from our website. Right now we have over 20,000 items listed.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Vserve Ebusiness Solutions?

Having 20,000 items on the website, we don’t have the resources to input all that information nor do we have the programs to scrape the internet for that information. We were getting bottlenecked, and we also had issues with the lack of rich content on our website. We looked to Vserve and were interested in the service that they provide.

SOLUTION

What was the scope of their involvement?

Basically, I would go over the newest inventory that comes in and set the price parameters, and the amount of time they’re going to be on the site. Then, I would give them a list or link from our website that has the top items, and they would use their database of information that they’ve scraped and compile them into a nice HTML format — kind of like a cell within the spreadsheet that I’m able to copy and paste into the additional information on our website.

We’re still using them because we have 20,000 items on hand, so by the time they’re catching up and getting to where we are, in comes another 5,000 items. It’s been really beneficial because we’re both getting something that we need.

What is the team composition?

I work with two different people. There was one who initially set up the deal and walked me through the process and once that was done, they put me in touch with the person who I'd be directly in contact with.

How did you come to work with Vserve Ebusiness Solutions?

They actually reached out to us. I’m a one-man marketing team and I’m barely putting out the fires that I have to deal with. I told them that I was interested because a partnership would be something that could be beneficial for our company. It just made sense because we lacked the resources.

How much have you invested with them?

So far, we’ve invested somewhere between $10,000–$25,000.

What is the status of this engagement?

The partnership started in January 2021, and it’s still ongoing.

RESULTS & FEEDBACK

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

I keep track of everything using Semrush as it tracks a lot of organic keywords for the site, and it helps me get a good look at the pages, especially on how Google is reading them. However, it’s really hard to quantify the work they do due to the nature of what we do. So far, it’s been really successful from a point where I can see Google helping us with keywords and domain authority.

The work they’ve been doing has been helping us meet our goals.

How did Vserve Ebusiness Solutions perform from a project management standpoint?

There’s a time difference between us so naturally, there will be some communication delays — but I was already aware of that going in. The communication is perfectly fine and there have been no issues whatsoever.

What did you find most impressive about them?

I like that they’re very thorough and they don’t make mistakes. Once they found out what I needed from them, they just ran with it and it’s been really smooth.

Are there any areas they could improve?

It’s really hard to say. If there was some sort of automated way of doing it, but I guess it would get rid of the need for them right? The information they provide for me, is the information they’re able to get. I wish they could get more information but I’m not sure if they’re entirely available. I really think they’re doing all they can and they’re doing a hell of a job. 

Do you have any advice for potential customers?

I would definitely say to know what you want and what your plan is. you don't necessarily have to know what you want to do, but you should instead focus on how you’re going to attack the project. It’s going to be more beneficial than having to figure it out on the fly. Go into the partnership with a game plan, because that’s what always helped me.

BACKGROUND

Introduce your business and what you do there.

I’m the managing partner and founder of a law firm. We currently have nine attorneys and two people on staff, and we’re based in Chicago. Our practice areas are primarily focused on financial services and some extent of entertainment.

We do ancillary services such as general intellectual property outside entertainment, litigation when things go wrong for our various clients, and general business and corporate work, like contract negotiation, business formation, merger and acquisition, and so on. Due to the financial services, we naturally extend over blockchain, which is a big growth area.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Vserve Ebusiness Solutions?

Some of the senior team members were spending way too much time on administrative details when they could’ve been servicing or bringing in clients. Thus, our challenge was to hand off more of those tasks to someone else and free up the time of the senior team members.

Then, the question was how we would do that. We could hire someone full-time, go for the gig economy and reach out to Fiverr, TaskRabbit, or something similar, pull someone in who would be dedicated to us so they can get to know our business and we don’t have to train someone all the time, or do this in a more time and cost-efficient way than having someone physically on site. That’s what led us to Vserve Ebusiness Solutions (Vserve).

SOLUTION

What was the scope of their involvement?

Early on, we spoke with an outside consultant. She interviewed me, and we put together a list of proposed tasks for a Vserve representative. However, that list wasn’t ideal since there was a little disconnect between my inexperience with Vserve and offshore assistance in general, and the consultant’s inexperience with our firm. The list was suboptimal because some things weren’t written correctly, some were left out, no one at the firm was excited about working on this project, and I didn't necessarily know what kinds of things could be handed off.

After that, we spoke with one of the senior representatives over Vserve, who proposed three possible assistants for us. We interviewed them, chose one, and worked with him for a few weeks. He worked on two projects. One of them went very well but we never actually used it, and the other one was sort of a no-win situation.

We were in the process of pouring information over one project management system into another. However, that was a difficult task because he probably hadn’t used either of the project management systems or knew what any of those projects meant. Plus, everyone at the firm was just getting to know the new system, so we hadn’t come up with standard ways of using it. He pulled over loads of files and did good, efficient work on both projects, but we haven’t done a good job at using that work efficiently.

Right after those two projects were finished, our Vserve assistant had some family issues and had to take time off, so Vserve assigned us a new person. We hadn’t interviewed or spoken to this person before; he was working primarily with our outside consultant.

Now, with those two initial projects completed, we’ve been struggling to find more things to send to the new representative. There’s just one biweekly assignment that goes over, and it covers just a few hours a month when we’re paying 40 hours a week, so we’re not using even half the time.

However, it’s on us to figure out better ways to hand off tasks. People in our office are risk-averse and bad at delegating. They’re just used to their own way of doing things, so they’re unwilling to train other people. We also have a little bit of friction with working from a distance. Thus, there’s been a bit of frustration, but not because of any failings by Vserve. Our struggles have been structural; just born of the distance, plan from the get-go, and recalcitrance by our team’s hesitation to adopt a new system.

What is the team composition?

We’ve had two dedicated assistants working directly with us. There have been other representatives, and we’ve spoken with them once in a while about primarily billing matters and a little about contract and onboarding.

How did you come to work with Vserve Ebusiness Solutions?

We had an outside consultant, and she was the one who knew about Vserve. We outsourced the decision to her, and she convinced us that they were a good solution.

How much have you invested with them?

We have a $1,500 monthly fee.

What is the status of this engagement?

We officially signed with them in October 2020, and the relationship is ongoing.

RESULTS & FEEDBACK

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

We’ve had two projects up front and then one standing project. The first project went very well, but it just wasn’t used. I was happy with the results of the second one, but again, it was a no-win situation. I think there were automated solutions for it, so it took longer than it should have, but given the job and price, I don't have any complaints about it.

On the other hand, the third project has gone very well. It’s not a pretty complicated thing, but we’re satisfied with the results. There are usually a few edits each couple of weeks, but they’re minor, and our representative is always quick to deal with them.

Our only concern now is that we’re not sending nearly enough work. We’re just not making good use of their services given the flat rate and the little material we’re sending away. However, the work we send to Vserve is done in a timely fashion, and we’re satisfied with the results.

How did Vserve Ebusiness Solutions perform from a project management standpoint?

They’re always very friendly and responsive when I have questions, so that’s all good. Most of our communication is mediated through our consultant, which is an extra level of indirection and perhaps not ideal.

For the first two tasks, it was a little hard to know when they’d be finished. They seemed to drag on a little bit, but those were one-time tasks, and they’re done. Since then, we’ve been happy with the timeliness of the deliverables on the third project we’ve sent their way.

As far as other project management, they seem to be one-person tasks, so we haven’t seen any kind of team issues. In terms of the assignments we send to them, they’ve been timely and productive, so we’re happy with that.

What did you find most impressive about them?

I guess it’s their work output per unit cost. We had national and international options, but the amount of work they’re able to do compared to the dollars per hour is just a great ROI.

Are there any areas they could improve?

Their communication could be better. We’ve never spoken to them on the phone, seen our assistant’s face, done calls on Zoom, or anything. We just send deliverables over to our representative or one of our internal colleagues.

Also, there are just some challenges given the physical distance, time zone difference, and the fact that our communication has been mediated through the consultant who found them for us. We don’t chat with our assistant on a day-to-day basis, and I don’t know what it would take to see him more often and make him more front-of-mind. He has sort of receded in the background, and we’ve served along with him. It’s easy to lose track of his presence until we receive a bill.

Ultimately, if they could spend a little time shadowing what we do and monitoring our processes to see what else they could handle, that would be useful. It’s understandable that they sit back and say that the ball is in our court, but if they were a little more proactive at pulling tasks, instead of just waiting for things to be thrown over the wall, that would make their service a better value proposition.

Do you have any advice for potential customers?

Think in advance about what kind of services you want to send to them. Convince your team that it’s a good thing because of course there’s value in handing things off, but sometimes people are reluctant to hand over their tasks because they want to ensure their jobs. If you convince people that they’re not out of their job if they hand this off, then your team members can be redeployed to other activities with higher value, but it’s a cultural thing.

Beyond that, as with any kind of outsourcing, give precise instructions, pay dividends, and expect some iteration period toward a goal. The first handoff will reveal the shortcomings of the initial instructions, and so there’ll be some course corrections, but if you ensure that, it will definitely pay off.

BACKGROUND

Please describe your company and your position there.

All Secuirty Equipment is a online leading distributor of gate operators, barrier gates, access controls equipement and magnetic locks. I am part owner and ceo of the company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions?

After the acquisition of the company, we needed to update and match all of the SKU's from the internal program and for the website. Vserve was able to do the task within a month. We are also using their service to process the orders received online into our newly implemented ERP system. Finally we also used Vserve services for SEO work on our SKU's to prepare ourselves for the ecom migration to shopify.

SOLUTION

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

Vserve was recommended to me by a common acquaintance. After the first call and seeing the way they organize themselves, I knew that would be in good hands.

Describe the project in detail and walk through their service package.

We were matched with a project manager who introduced us to the team members who would work on our project. The PM helped us organize the work so that it would be done properly. We all communicate through our ERP system messaging system and after a week, work was being done very well without any issues. If we had an issue we would communicate with the worker and the PM and it would be resolved within hours.

How many resources from the vendor's team worked with you, and what were their positions?

We used up to 5 people : 1- PM 1- Data base management 1- Order management 2- Seo product management

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

1. Order management: Freed up to 4h per day of our operations manager's time so she could allocate her time to focus on inventory management and fulfillment accuracy.
2. SEO management - Probably accelerated the launch of our website by 2 or 3 weeks.
3. DataBase management - This was a temporary project. The worker that was assigned to us was already familiar with the type of work so the learning curve was just a couple of days so we could finish that task extremely rapidly.

How effective was the workflow between your team and theirs?

They adapted to our ERP messaging system which was great for quick and simple communications and for the more complex communications we would use Google meet on a as-needed basis.

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

Their adaptability to various tasks and the efficiency of their process are impressive. If we had a snag on a task we would get on a quick Google Meet call and resolve it right there and then.

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

Nothing to say so far.

BACKGROUND

Please describe your company and your position there.

I and the head of HR had to find creative ways to cut costs on employees and thought to hire offshore workers. e

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions?

The problem I and my partner had was to find reliable workers from abroad. I did not have any experience and I'm happy I found an ad of Eserve on LinkedIn.

SOLUTION

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

I googled and read online reviews about eServe. Mostly were positive and that motivated me to hire this company

Describe the project in detail and walk through their service package.

My plan was to switch US based workers with workers abroad.

How many resources from the vendor's team worked with you, and what were their positions?

Sorry, I can't answer that. I spoke with too many.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Yes, I'm happy to report that 80% are now offshore workers

How effective was the workflow between your team and theirs?

It was a smooth transition.

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

The ease and speed by which the transition was done.

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

No, everything went as planned.

BACKGROUND

Please describe your company and your position there.

I am the Marketing Director for M&M Manufacturing Company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions, and what were your goals?

We are a small company that needed help with its digital marketing efforts to build brand awareness with consumers and business owners.

SOLUTION

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

A google search led me to find Vserve Ebusiness Solutions Reviews and upon seeing all of the positive reviews, I decided to partner with them to help me with my digital marketing.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

We were given a plan to expand our business through targeted social media advertisements as well as the addition of an email marketing program that yields results almost instantly as soon as we hired Vserve Ebusiness Solutions Reviews.

How many resources from the vendor's team worked with you, and what were their positions?

I have two marketing experts that tackle all my email and social needs.

RESULTS & FEEDBACK

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

We started with just 10k followers on Facebook and now we are around 50k. Our content continuously performs above the industry benchmark for CTR. Our sales have increased by 40% YOY

How effective was the workflow between your team and theirs?

A monthly strategy guide makes the workflow between client and consultant easy and more important extremely clear and concise.

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

They provide advice that makes it simple to navigate the challenging and constantly evolving world of digital marketing. For their campaigns to be successful, you don't need to be an expert.

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

none that I can think of

BACKGROUND

Please describe your company and your position there.

I am the Senior Manager of Marketing

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions, and what were your goals?

Help with SEO for our services on our website

SOLUTION

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

They were positioned at the top of Google search when we were looking for a provider to help with our SEO. To be positioned at the top in a very competitive field was very impressive.

Describe the scope of work in detail, including the project steps, key deliverables, and campaigns.

Vserve Ebusiness Solutions Reviews provides SEO consulting services and well as backlinks to help with our website.

How many people from the vendor's team worked with you, and what were their positions?

3 - various position person workwith us.

RESULTS & FEEDBACK

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

Has definitely improved SEO for some of our major pillar pages.

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

Their workflow was clear, concise, and methodical.

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

They deliver the project right time!

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

NO

BACKGROUND

Please describe your company and your position there.

I am the company's CEO and co-founder, and we provide software services. We concentrate on assisting businesses in improving their sales and marketing.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions?

For our tasks, we required staff augmentation assistance.

SOLUTION

How did you select Vserve Ebusiness Solutions and what were the deciding factors?

I liked what Co-Founder was doing, and after looking for an offshore outbound prospecting, I chose to get in touch with her. We had previously worked together on projects.

Describe the project in detail and walk through their service package.

For almost three years, Vserve Ebusiness Solutions has offered BPO services. Their assistance has included Salesforce administrative duties and sending a group of employees who can listen to our sales call records and glean statistically significant data from them.

How many resources from the Vserve Business Solutions team worked with you, and what were their positions?

We’ve worked with around seven members of their team

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

We’ve experienced a significant 40% improvement in our blended costs.

How effective was the workflow between your team and theirs?

The project management has been excellent; our primary project manager is Client Success Manager. He does a terrific job handling our connection from an account management standpoint and staying on top of everything. We often utilize email, Asana, and Slack for communication and tools.

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

They treat clients with exceptional care, giving them fair pay and ensuring they have adequate downtime to recharge. This makes it possible for their contractors to deliver consistent power to us and feel secure and reliant on their work.

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

I'd want to see them have more experience in recruiting for Salesforce and revenue operations.

BACKGROUND

Please describe your company and your position there.

In the midst of the COVID-19 outbreak, our team is working to assist communities in reopening responsibly while maintaining privacy.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Vserve Ebusiness Solutions, and what were your goals??

Primary Customer Support Services.

SOLUTION

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

Using an RFP framework, we looked at a number of third-party BPO choices.Before we decided to work with Vserve Ebusiness Solutions as our preferred partner, it was one of the two finalists.

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

Use our app to anonymously check your symptoms and get precise instructions. Have faith that you can go where you need to go and that you will adhere to public health regulations. Create a pass to enter fast without disclosing private health information. The app's goal is to support responsible community reopening.

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

About 20 full-time volunteers and a sizable number of part-time volunteers work for our non-profit startup company.

RESULTS & FEEDBACK

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

We have built live Tier 1 Customer Support via email and chat channels with the help of Vserve Ebusiness Solutions. Since the start of the project, we have been making ongoing improvements to the Support Model.

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

 Roles and communication were not well defined at first, but as time went on, we discovered a nice working arrangement with the Vserve Ebusiness Solutions team.

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

A modest nonprofit startup was given a chance by Vserve Ebusiness Solutions, which has a strong track record of dealing with startups.

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

Nothing