CaseStudy 1

Client: Confidential
Industry: Legal
Geography: USA - Nationwide
Business Process: Email Response Handling
On the Web: www.confidential.com

Client Description

Confidential & Associates is a large American Social Security disability law firm. The firm has a simple mission: to provide their Social Security disability clients with the best possible representation. Rather than invest in bricks and mortar, the firm has invested heavily in technology and human resources to provide each case with the attention and superior expertise that it deserves.

Business Challenge
Confidential advertises its legal services nationally on television and radio, resulting in hundreds of leads coming in daily, most as email inquiries. These email must be sorted, prioritized and responded to very quickly, day and night. Leads must also be passed to partner law firms in all 50 States, with the relevant medical records and pertinent details about each case attached.

Services Provided

Confidential & Associates outsourced its entire email response handling enterprise function to Staff Virtual, based on our proven track record in delivering outsourcing solutions that drive business performance and growth.  The partnership started with a long due diligence process that included their executives visiting our offices in the Philippines. To assure a smooth startup of the partnership, multiple test cases were run. The law firm also personally interviewed potential candidates and we worked closely together during the preliminary “onboarding” stage of the partnership. Additionally, a detailed plan was made between Confidential and Associates' operations group in the USA and our management teams in the Philippines and in the USA. The scope of the outsourcing agreement included recruiting, hiring, service training, as well as employee development.

Staff Virtual's Added Value

Staff Virtual was able to deliver quality outsourcing services within three weeks of the start of the engagement. The partnership continues to grow as our Philippine team has consistently exceeded all quantity/quality metrics that the firm has set for us. Confidential and Associates considers our employees to be highly professional and a pleasure to work with.

This case study is an example of a large-scale project involving a large American law firm that demands we deliver the very best quality of service. The international consulting experience and background of our management team proved vital to understanding our client's business, identifying the critical success factors, and delivering great overall results. As a result, Confidential and Associates decided to negotiate a long-term, larger scale agreement. At the time of writing, the long-term agreement is in place and we are currently in the process of increasing client's offshore operations at Staff Virtual.  

Conclusion

By outsourcing their email lead response handling to Staff Virtual, Confidential & Associates was able to become more efficient because they now have staff working around the clock, 24/7. The firm also sharpened their business focus by outsourcing their non core-competencies to us, which were time-consuming, repetitive, and a drain on in-house resources. Outsourcing created new and improved workflow systems that increased efficiencies and drove the errors out of the email response handling processes. Outsourcing also improved their ability to deliver a better customer experience consistently aligned around customer needs, while drastically reducing overhead and payroll costs.

More information on Confidential can be found on www.confidential.com

CaseStudy 2

Client: Marco Fine Arts
Industry: Art - Printing
Geography: Global
Business Processes: Executive Level Virtual Assistants, Customer Service, IT Support On the Web: www.mfatalon.com

Client Description

Marco Fine Arts, Inc. (MFA) is a large printing company based in El Segundo, California that has been around for over 25 years. They are one of the largest and most respected specialty printing and publishing houses in the country, specializing in fine art reproductions and other high-end reproductions. MFA is known for consistently pushing the envelope, integrating new printing methodologies while maintaining the integrity and consistency that are prerequisites to Museum standards of quality. MFA prides itself on producing only the best quality work, which is essential to maintaining their reputation in the business.

Business Challenge

MFA demanded virtual assistants, IT support, and an offshore team of customer service professionals to match their high quality printing services. MFA’s has a demanding and discerning clientelle, so Staff Virtual had to be up to the task of offering top notch business support services.  To assure a good partnership the scope of the outsourcing agreement included recruiting, hiring, service training, as well as employee development.

Services Provided

MFA initially turned to Staff Virtual for executive level virtual assistants. Our virtual assistants were able to help the key executives at MFA to not only streamline their schedules but also to assist with functions such as payroll entry, CRM management and basic customer service. The partnership has since been expanded and Staff Virtual now provides a full customer service team that handles chat, email and voice support. Additionally Staff Virtual has hired a senior web developer and programmer to assist MFA’s in house IT team in keeping ahead of the technology curve.

Staff Virtual's Added Value

Staff Virtual was able to deliver quality outsourcing services within four weeks of the start of the engagement. The partnership continues to grow as our Filipino team has consistently exceeded the expectations given to us. MFA considers our employees to be an integral part of their team and is constantly looking for other ways in which to utilize Staff Virtual’s services.

This case study is an example of a large-scale project involving a large American printing company that has a discerning customer base, and who demands we deliver the very best quality of customer service. As a result, MFA has continually increased the scope of services provided by Staff Virtual.  

Conclusion
 
By outsourcing many of their business support, customer support and web development functions to Staff Virtual, MFA was able to become more efficient because they now have staff working around the clock, 24/7. The firm has also been able to respond more effectively in times of increased demand by outsourcing their non core-competencies to us, which were time-consuming, repetitive, and a drain on in-house resources. By outsourcing MFA were forced to create new and improved workflow systems that enabled them to become more efficient, flexible and profitable.

More information on Marco Fine Arts Inc. can be found on www.mfatalon.com

CaseStudy 3

Client: Liga Masiva
Industry: Direct Trade Retail Coffee Delivery
Geography: Global
Business Processes: Accounting and Business Support
On the Web: www.ligamasiva.com

Client Description

Liga Masiva is a small but rapidly growing company that provides fresh coffee direct from the farmers in the Dominican Republic to the consumer in America, and around the world. essentially creating a global farmers’ market. Their mission:  to connect people across borders to create world-class products that enrich, empower, and engage. That means that farmers can make a better life, communities connect across national lines, and the end user gets a fantastic cup of coffee.
Business Challenge

The founder of Liga Masiva, Emily Kerr, needed manpower and general virtual assistance to support her rapidly growing startup company, at an affordable price.

Services we Provide to Liga Massiva

Services Provided

Needing general business support we were able to provide Liga Masiva with general virtual assistance. Many business back-office business support services were performed including monthly accounting, data mining, market research, shipping support and customer service functions.  

Staff Virtual's Added Value

Staff Virtual was able to provide a customized and flexible business support services that allowed her start-up to grow more quickly, while closely managing costs. By providing a wide range of services for one low monthly fee, Staff Virtual essentially provided a team of business people through one person, virtually.  This enabled Emily to more quicky expand the scope of her business, while at the same time, spend more time doing what she does best, connecting people globally.

Conclusion
 
By utilizing Staff Virtual’s offshore, flexible services, Liga Masiva has been able to focus on what they do best and leave the “busy work” to us. By outsourcing Liga Masiva were able to create new markets and focus on selling, marketing and developing their business worldwide. Ultimately, Staff Virtual enabled her to scale more quickly, ultimately enabling more people to experience her amazing coffee quicker.  

More information on Liga Masiva. can be found on www.ligamasiva.com

CaseStudy 1

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