Home / Cases
Examples of projects where has helped industry leaders and startups transform the customer service system, improve the quality of service and increase cost efficiency.
Converting leads into new customers. Burtner Electric Case Study
Burtner Electric was struggling convertion incoming leads into customers as they were scaling up their company and services.
- Lead Conversion
- Customer Experience Enhancement
- Seamless Integration with Corporate Culture
- Customer Acquisition
Burtner Electric turned into AgainAgain Agency for virtual administrators who could track their calls and make sure that customers get the simple answers they were looking for. In addition, the reception staff was able to ask new customers about how they learned about Burtner Electric, and collect basic marketing reviews. This feedback gives them valuable information on how to target future ads. AgainAgain Agency virtual administrators bring professionalism and a touch of formality to the business, but retain a relaxed and friendly style that matches the corporate culture. Business is growing and AgainAgain Agency becomes part of the family.
Customer Assistants For Partners Direct Insurance Company
The challenge was to enhance the efficiency and productivity of top producers and executives. Their workload had become overwhelming, and important goals were at risk of being overlooked. The need was to regain valuable bandwidth so they could concentrate on higher-value tasks for their clients. This necessitated a solution to streamline their responsibilities and optimize their time management effectively.
- Delegation and Automation of Tasks
- Development of a Performance Monitoring and Evaluation System
- Introduction Of Support Staff
- Time Optimization Process
Partners Direct offer comprehensive insurance services, ranging from personal, commercial, and employee benefits.
Handling 15,000+ Calls For TripMole Travel Agency
TripMole was looking for a solution that would help retain regular and potential customers, while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level.
- Customer Retention and Revenue Stabilization Strategy
- Customer Satisfaction and Relationship Management
- Flexible and Adaptive Work Processes
- Continuous Improvement and Collaboration Enhancement
TripMole knows the challenges faced in the Travel Industry today. Travelers today are more informed and are demanding more rich content that is accessible instantly to make quick and informed purchase decisions. At the same time, due to various legacy systems, direct connects, NDC and differing standards, the content is getting more and more fragmented. At TripMole, they understand this challenge and combine our proprietary data with multiple sources to build one of the largest proprietary rich content database that is accessible through a unified API.
Customer Support for Сlothing Store. Marilka Case Study
TripMole sought a solution that could both maintain customer retention, secure consistent revenue, and uphold top-tier customer satisfaction levels.
- The repeated models of income generation are studied
- Effective marketing strategies have been implemented
- Analysis and Diversification of Goods and Services
- Implementation of the Loyalty Program
The original activewear brand, Marika was founded in 1982–at the height of the aerobics boom. Built for comfort and made to move, Marika was created in Los Angeles, California, for women on the go. Their mission is « Let’s face it - life can be a workout. So you need a workout wardrobe that moves with you – with little to no fuss.That’s why Marika is made for every way you move.»
Maximizing Efficiency With BPO For Vouch Insurance Company
Its customer support system consisted of processing requests through Gmail and Google Voice. This was simply unbearable for a fast-growing company. It quickly became clear that she could not continue to grow the business without outside help and delegation of operational activities. She needed a scalable and systemic solution, and she needed it as quickly as possible.
- Implementation of a Robust Customer Support Software
- Outsourced Customer Support Team
- Knowledge Base and Self-Service Options
- Rapid Implementation Strategy
Vouch is a new kind of digital insurer that protects startups from mistakes, litigation and attack. Vouch uses a mix of technology innovation and people-driven communications to provide the best customer experiences and underwriting practices, meeting the needs of modern technology executives.
ACIC : CRM Integration For Leading Pharmaceuticals Manufacturer
The objective of our collaboration was to manage the medical monitoring process and adherence program through the services of a contact center for patients receiving specific medications.
- Implementing a CRM System for Commitment Program Oversight
- Established a Specialized Call Center Team
- Provided a Dedicated Telephone Line for Patient Inquiries
- Structured Support Services with SMS and Outbound Calls
ACIC Founded In the mid 1970’s, ACIC was responsible for the first antibiotic manufacturing site in USA. What started as a fine chemical company manufacturing, suppling and sourcing API’s has grown to include a global network of FDA inspected and cGMP compliant partner manufacturing plants. Manufacturing, developing and providing API’s and licensing products to the North American market. To assist clients and customers along each stage of the process ACIC expanded on their services to meet the ever changing and expanding demand of our clients. ACIC provides clients and partners with active pharmaceutical ingredients (API’s), finished dosage forms, injectables, contract manufacturing services, process development and optimization, regulatory services, clinical services from cGMP and FDA inspected facilities. ACIC and our clients and partners have established a tremendous reputation and are recognized for high quality products and performance efficacy.
Multi - Channel Support For GravaStar - Ecommerce Platform
Our task was to create an incoming contact center, which required the involvement of a qualified professional team and the creation of an uninterrupted operating system. The introduction of an innovative multi-channel approach allowed customers to contact the company in various ways, including phone calls, email, social media platforms, internal client resources and much more. Effective management of this significant volume has become a difficult and responsible task.
- Comprehensive Training and Skill Development
- Multichannel Customer Engagement
- Performance Monitoring and KPIs
- Customer Retention and Upselling
"The quality of our customer service GravaStar has shown remarkable improvement since partnering with AgainAgain Agency. Their positive impact is evident through the influx of favorable feedback and their swift responses to customer inquiries. We were particularly impressed by their exceptional communication skills and their empathy towards customers. Without reservation, I wholeheartedly endorse AgainAgain Agency as a dependable partner."
Call Centre Outsourcing For Global Logistics Company
The problem facing AgainAgain Agency was twofold. Initially, it involved swiftly identifying and hiring a significant number of candidates to align with the client's stringent timelines, which was successfully accomplished. However, the commitment didn't conclude with recruitment. The subsequent challenge was to provide comprehensive training and manage all training aspects for the newly recruited staff members. This evolving responsibility necessitated effective training and project management solutions.
- A more effective candidate search strategy has been implemented
- Advanced selection tools and methods were used to evaluate candidates
- Individual training modules have been developed
- Joint workspaces have been created to improve communication and coordination of projects
US Global Courier Service Energetically utilize team driven niche markets rather than leveraged platforms. Monotonically restore tactical “outside the box“ thinking and technically sound deliverables.
Call Centre Outstaffing For Avelo Airlines
Avelo, a dynamic airline, found itself grappling with two significant challenges that required strategic solutions. First, the airline was facing prolonged waiting times in its customer support, leading to a decline in customer satisfaction. Second, like many airlines, Avelo experienced operational complexities due to the high and low seasons, necessitating adaptable approaches to support services and headquarters operations. This case study delves into the multifaceted issues Avelo encountered and the comprehensive solutions implemented to address them.
- Multilingual approach allowed us to provide fast and effective responses
- Seasonal Variation Adaptation
- Reduced Waiting Times
- Elevated Service Quality
The Avelo story begins with a simple purpose — to Inspire Travel. On April 28, 2021, Avelo Airlines took flight for the first time — ushering in a new era of convenient, affordable and reliable air travel. They help you fly for less so you can fly more. That means more opportunities for you to connect with family and friends while exploring new places and revisiting old favorites. But they don’t just save you money. We fly out of smaller, more convenient airports, so we also save you time and hassle. Today, Avelo serves over 40 destinations from our bases at Los Angeles’ Hollywood Burbank Airport (BUR), Southern Connecticut’s Tweed-New Haven Airport (HVN) and others.
Customer Support For Vates - IT Solutions Company
Vates is a two-sided market: a software platform for professionals and an online store where customers can buy distinctive goods made by American engineers nationwide. Vates need a partner that could provide thorough technical help to users, who are frequently not tech-savvy. The outsourced workforce will also assist customers using the Vates e-commerce platform who want to buy from regional distributors.
- Multifaceted Customer Support Team
- Knowledge Base and Self-Help Resources
- Personalized Assistance for E-commerce Customers
- Regional Distributor Support Network
Vates specializes in custom software development and IT solutions that can elevate how business works and help customers too. They pride ourselves in providing the highest quality of solutions that can enhance business. When Vates was founded, it grew rapidly to become a leader in its industry. With this success came the accompanying growing pains. Vates had set up a small customer support system at its Santa Monica headquarters, but it became clear that they were having trouble finding enough local talent to scale the entire team. They needed a partner who could help them quickly and inexpensively, and most importantly scale systematically.
“The amount of respect I have for AgainAgain’s team support is unparalleled."
Bernardo Barra Co-Founder and Director of Vates
Business Process Optimization For D&M Car Leasing
AgainAgain Agency was hired to improve client support processes and deploy complex client procedures effectively. This included issues such as inefficient communication, inadequate support, scattered feedback, limited analytics, and the need for outbound service enhancements.
- Standardized processes and procedures have been developed to implement complex client procedures, ensuring clarity and consistency
- Centralized communication platforms have been implemented to facilitate the effective dissemination of commercial information, including financial solutions, services and promotions.
- Centralized systems have been created for the systematic collection and management of customer interactions and feedback
- Innovative strategies have been developed to identify and implement alternative solutions
D&M Leasing was established in 1976 by two Dallas area automobile dealers. The company was later sold to D&M Leasing’s current management and has become the largest consumer car leasing company in America. D&M Leasing has thousands of satisfied customers and attributes over 75% of business to repeat and referral customers. We make the leasing process easy, and our agents treat our customers like family. Today, D&M Leasing proudly serves all the North Texas and Greater Houston areas.