Open Cloud

InterfolioThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

Expanded Support and QA Capacity Over 7 Years With No Significant Issues

Interfolio faced challenges in managing their customer support desk, which saw an influx of high volume they couldn't keep up with. They initially started working with Boldr to handle their fulfillment processes, but as demands grew, they needed expertise in other areas like email, live chat, and phone support. Interfolio wanted a reliable partner that aligned with their values and could provide seamless communication and quality work across various aspects of their support operations. To address these challenges, Interfolio formed a partnership with Boldr, a mission-driven outsourcing company, to manage their support tasks and improve efficiency. Boldr provided resources to handle multiple processes, including fulfillment, email, and live chat support. This involved onboarding individuals who became integrated into Interfolio's team, participating in daily activities and regular communication to ensure alignment with Interfolio’s standards and values. Through this partnership, they could focus more on strategic operations while Boldr managed day-to-day support duties seamlessly. As a result, Interfolio expanded their capacity in support and quality assurance over the seven-year partnership without encountering any significant issues. This allowed Interfolio to maintain high-quality support services and adapt to varying workload demands efficiently. The partnership supported Interfolio's goal to ensure reliable and consistent support, with Boldr successfully integrating into Interfolio's team culture and delivering on their expectations.

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Boldr

InterfolioThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

Expanded Partnership Led to 1500+ Team Members Over 7 Years

Interfolio faced challenges in effectively scaling their support and engineering teams while maintaining high quality service standards. They needed a reliable outsourcing partner to handle various aspects of their operations, including support desk management and engineering tasks, without compromising on performance and communication. To address these challenges, Interfolio partnered with Boldr over seven years ago. Boldr provided managed outsourcing services that allowed Interfolio to expand their capabilities across multiple teams such as support, quality assurance, and engineering. This partnership emphasized open communication, trust, and values alignment, ensuring that the outsourced teams felt integrated and focused on the company's goals. As a result of this collaboration, Interfolio successfully expanded its operations with the help of Boldr. They now have over 1500 team members across various roles, managing tasks such as email and phone support seamlessly. The partnership allowed Interfolio to focus on growth and quality, benefiting from Boldr’s expertise and efficient handling of support processes without any major operational hiccups.

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Boldr

InterfolioThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

Customer Experience Metrics Improved in 8 Weeks for Leading Tech Company

Interfolio, an enterprise technology company focusing on the global higher education market, faced challenges in improving customer experience metrics for their Dossier business while reallocating resources towards a new product. The time-sensitive nature of the project, coupled with the need to manage increased volume during peak seasons, required a rapid and effective solution. To address these challenges, Boldr collaborated with Interfolio to migrate the project to the Philippines, showcasing their ability to quickly assemble and train a capable team. The process involved a commitment to bi-weekly calls, strict adherence to a project plan, and accountability on both sides. Boldr emphasized integrating feedback from Interfolio to dovetail their objectives, thereby streamlining workflows and fine-tuning operational performance. The collaboration resulted in the successful improvement of customer experience metrics within the given timeframe, with Boldr effectively absorbing feedback and establishing themselves as an integral part of Interfolio's processes. This partnership not only achieved the desired outcomes but also laid the foundation for future cooperation by demonstrating Boldr's adaptability and commitment to mutual growth.

Delivered by

Boldr