Overview Our Capabilities Our Approach Our Results Related Work Related Insights
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We provide a full range of multilingual customer support functions, responding to ticket inquiries, emails or chat messages, configuration or product issues, managing appointments, identity and access, taking orders, running surveys and marketing research.

OUR CAPABILITIES
Customer support, made easy and scalable
Elite Teams

Integrating with existing teams or operating as standalone support teams, our vetted support professionals are English-proficient or bilingual.

Superior Tools

Offering ready-to-deploy end-to-end solutions using state of the art support tools, providing flexibility around integrating with existing infrastructure and supporting multiple channels including chat, email, phone support and social media.

Deep Experience

Providing extensive knowledge in the support industry guarantees a high level of standardization, up-to-date processes and technologies.

Scalability

Helping you grow as your support needs increase–handling selection, hiring and training internally–providing technology solutions that can scale with the team.

OUR APPROACH
Customer Support
Discovery

Research specific support needs for your team, including use cases, requirements, KPI’s, existing infrastructure, tools and channels for support.

Definition

Determine the best possible support structure for your business needs, and align critical support frameworks.

Deployment

Manage selection, vetting, hiring, onboarding and training and scaling of teams.

Monitoring

Monitor performance on all levels: quality assurance, performance tracking, key performance Indicators and continuous process improvements.

Reporting

Provide insight into business and support operations, with powerful in-depth support analytics, regular updates and extensive, transparent reporting.

OUR RESULTS

The fastest growing seed-to-sale and cannabis retail software provider in the US
Our client required tier 1 support for a fully integrated, cloud POS solution in a cutting-edge SaaS environment.

Solution
We provided all day-to-day support of dispensary operations and worked closely with onshore development team on issue tracking and reporting.

5 yrs
Ongoing client support
24/7
Supporting chat and email channels, with under 30 seconds FRT
100%
Incoming support requests handled by Orion team

An insurance company based in Ohio, engaging 3,600 independent agents to offer home, auto, life, and business insurance
We developed an ITIL-compliant SPOC helpdesk for all incident and problem resolution, as well as an end-to-end call management system between end-users and local IT support.

Solution & Technologies
We identified all support requirements and implemented an ITSM solution from scratch, while integrating with existing onshore support processes. We deployed a core team of six agents and took over operations in one day with no impact to the client.

8 wks
From initial proposal to go live
0
Interruptions in transfer from onshore to offshore
1,200+
Calls per month, with under-10 second answer times
3 wks
Required to onboard and train new resources
“This was the smoothest cutover to a vendor we have ever experienced.”
Grange Insurance
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