dedicated, remote teamsfor startupsan introduction to PartnerHero

the problem

• growing startups face challenges finding, training and retaining great customer support personnel

• new markets and customer segments require additional language skills

• many are paying $50,000 in salary alone, for entry level help

• and after +3 months of training and investing in the team member, they are still facing over 30% turnover

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traditional outsourcing doesn't work for startups• customer “touch points” provide great learning

opportunities

• product/service ideas are often formed through support

• each company has a unique voice

• conflicting goals: vendor wants to drive cost down, while company wants to improve quality

• creates antagonistic relationship with vendor (no partnership)

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introducing PartnerHero

• an integrated, dedicated remote team, working in a nearshore center in Honduras (Central Standard Time)

• dedicated center with state of the art technology and telecommunications infrastructure

• short, 2-hour flight from Houston (note: we encourage our clients to visit their teams at least once per quarter, for deeper cultural integration)

• our approach combines management consulting experience with product/service design and delivery expertise

• blended US and nearshore account management team

• technology enabled service delivery, using both commercial and custom (proprietary IP) solutions, to improve productivity and customer satisfaction levels

• Asia-Pacific center opening in 2015

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our associates

• nearshore team is comprised of college students and graduates, with many enrolled in a masters program

• excellent English and Spanish communications skills (English is taught starting in elementary school)

• ability to support other languages, such as Portuguese, French, and German (to name a few)

• ability to staff team with software developers, for level 2 and 3 customer technical support

• US team comprised of customer success and product management professionals

• 6% turnover rate, as a result of a very unique hiring, training and development process

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our customers

• startups that are growing - need resource level flexibility, and ability to scale quickly

• companies that are evolving - new products/services/markets/features, requiring new skill sets, languages, channels and processes for their workforce

• startups working on improving their margins - where labor is a substantial portion of costs, and technology enablement can improve productivity

• segments: SaaS, eCommerce, platforms, mobile, marketplaces, among others

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methodology

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• setup to go-live can typically take 5-8 weeks, which includes client specific training

• optimization is an ongoing process whereby the team lead works with the client manager to improve the customer experience (and reduce support issues)

• the associates are setup on the same communications and support infrastructure as the client employees are (i.e. HipChat, Slack, Zendesk, Google Apps, internal CRM, etc.)

what type of work?

• multi-lingual customer care (phone, email, chat, SMS, Facebook and Twitter)

• appointment setting

• new customer on-boarding (“hello and welcome. let me get you started with…”)

• technical support, including the deployment of developers

• inbound sales center (rapid response to inbound sales inquiries)

• eligibility & verification

• data entry & document management

• editing

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some numbers…

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30-70% OpEx Reduction

(plus quality improvement)

Training, Reporting & QA Capabilities

$1, 850 Monthly Fee

(per associate; not managers)

thank you!

shervin@partnerhero.com

949.400.6556

partnerhero.com