Upstream BPO

BACKGROUND

Please describe your company and position.

I am the CEO of Embrace Pet Insurance

Describe what your company does in a single sentence.

As pet parents ourselves, the team at Embrace created the pet insurance we wanted: best-in-show policies, a simple claims process, and extra support every step of the pet parent journey.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• Upstream BPO has been a part of our operations for a while now. They struck me as being enthusiastic, professional, and able to forge genuine ties with prospective clients fast.

SOLUTION

How did you find Upstream BPO?

Referral

Why did you select Upstream BPO over others?

• High ratings
• Referred to me
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

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

Initially, we get to know one other's industries rather well. They were interested in learning about our new customer intake procedure, the kinds of clients we value, and the kinds to steer clear of. We then investigated their method for scheduling appointments that are appropriate for us. By the time this process was over, we both knew exactly what was required of each team.

RESULTS & FEEDBACK

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

Together, we created marketing initiatives that significantly increased our lead generation. We saw a discernible rise in both quantity and quality of submissions in several cases.

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

To be honest, I was pleasantly pleased at how easy it was to incorporate their crew into our process. They are really experts who adjust their procedures to suit your lead generating initiatives

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

None yet, as they've been fantastic thus far.

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

None yet, as they've been fantastic thus far.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of pass_by

Describe what your company does in a single sentence.

Cutting-edge geospatial intelligence company dedicated to revolutionizing the industry with AI-driven solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• We required assistance with call center functions.

SOLUTION

How did you find Upstream BPO?

Referral

Why did you select Upstream BPO over others?

• High ratings
• Referred to me

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

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

In addition to contact center services, Upstream BPO provides consulting and research services; they have an excellent research team.

RESULTS & FEEDBACK

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

The success of the initiative is determined on their capacity to plan and coordinate calls, which they have done. its team has unquestionably met its KPIs since they do their homework, choose the appropriate audience, and schedule the calls.

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

Email is the primary means of contact between us, however we can speak on the phone if required. I have a direct line, so every time I've called, I've been able to reach them.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

Throughout the process, they assume leadership and ownership.

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

Nothing about them could be better, in my opinion.

BACKGROUND

Please describe your company and position.

I am the Chief Executive Officer of Neuragenex

Describe what your company does in a single sentence.

Neuragenex was founded as a next-generation chronic pain management program, offering a better way to manage chronic pain that not only relieves pain, but improves health and results in an enhanced and magnified quality of life.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• A single call counts for a lot in the medical sector because each patient may wind up needing to spend $50,000 to $100,000. Consequently, a missed call represents a significant lost opportunity. Upstream BPO was brought in to handle phone calls and make sure none were missed.

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

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

Several members of the team are returning our calls. Initially, we scheduled a training session and wrote a script for them. About ten times, we debated what we wanted them to say. There are restrictions on what we can say to non-patients, and there might be legal repercussions, so we had to exercise extreme caution. The project's that section was quite thorough. 

They have been delivering our messages every day since they began answering our phones. We had the option of selecting email or phone delivery for the communications. We may thus contact someone back if they miss a call, be it a potential patient or a member of the patient's family.

RESULTS & FEEDBACK

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

Prior to working at Upstream BPO, I would get between three and ten missed calls each 48 hours. We hardly ever miss a call now. They are reachable when the patient returns calls if they do happen to miss one. In addition, it's quite cheap. We are spared from even considering the expense.

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

We can talk over the phone if necessary, but email is our main method of communication. Every time I've phoned, I've been able to get through to them since I have a direct line.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

They provide outstanding customer service and are a great bargain. They were accommodating, for instance, when we had very specific demands about the screenplay.

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

Nothing about it, in my opinion, could be improved.