Case Study

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Case Study: Smiles Cultivates Strong Partnership with Vervent After Delivering Powerful Results

Vervent, a leader in loan and credit card servicing, sought to enhance its global operations by addressing a gap in their 24/7 administrative and back-office coverage. Their search focused on finding a partner that could offer not only extended time zone coverage but also help them address customer complaints, answer emails, and manage admin tasks all with native level English skills.

Challenges

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Solutions

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Innovatively, Smiles constructed high-grade modular office space for its workforce by repurposing end-of-life shipping containers, allowing Vervent to house its agents in secure, dedicated workspaces, separate from other clients. This environmentally friendly approach also helped meet infosec and compliance requirements in a cost-effective manner.

  • Native English Proficiency:  Smiles On Demand boasts a workforce of native English speakers, ensuring communication quality and service effectiveness on par with U.S.-based providers
  • Rapid Response and Flexibility: Smiles On Demand’s quick response to inquiries and flexibility in meeting Vervent’s specific requirements were crucial
  • Customized Service Model: Smiles created a specialized pod within their facility, tailored to Vervent’s staffing, service and security needs
  • Scalability and Efficiency: The ability to rapidly expand staffing coverage based on Vervent’s unique needs

Results

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The Collaboration Between Vervent And Smiles On Demand Yielded Remarkable Outcomes For The Business.

  • Rapid Expansion and Acquisition: Vervent’s initial engagement quickly scaled from 20 to 48 and now 225 seats within a year, leading to Vervent acquiring Smiles On Demand
  • High Performance and Quality: Smiles On Demand consistently equaled or outperformed other service providers and Vervent’s other operations centers in champion-challenger tests, demonstrating efficiency and quality in administrative tasks
  • Cultural Alignment: The Filipino culture’s emphasis on professionalism and customer service as well as native English speaking skills meshed well with Vervent’s service ethos