Kindly share your feedback on how Goodfirms has been doing so far in increasing your visibility among potential clients.
Over the last few years, Goodfirms has been a tremendous platform for us in terms of exposure, visibility, and awareness. We have gained quite a few clients with ongoing relationships that have initially found us on this platform.
Please introduce your company and give a brief about your role within the organization.
Since its establishment in 2013, Aidey has been a leading remote BPO company, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.
Different brands use Aidey’s diverse services such as Customer Service, Technical Support, Customer Success, Sales, and Back Office functions.
As the Founder and CEO, I am responsible for the strategic vision and management of key stakeholders in the business. Aidey is rapidly growing and constantly onboarding new clients from different industries.
What is the story behind starting this company?
I owned an ecommerce company prior to establishing Aidey. When it grew and became quite successful, I had to set up a customer support department to handle our clients’ inquiries and needs. Following a process that included experimenting with personnel from various countries, I came to the conclusion that in the Philippines, the company has found the perfect balance between cost and quality. I have established a customer service department that provided timely, quality, and cost-effective service and was extremely happy with the results. After selling this company, I have decided to set up Aidey to provide the exact type of speedy, quality, and cost-effective services to other companies that are in need of such services. Since then, Aidey has grown and established its reputation as one of the leading virtual BPO companies in the Philippines.
What are your company’s business model–in house team or third party vendors/ outsourcing?
Aidey recruits an ad-hoc in-house team for every client based on their requirements and necessary skills.
How does your company differentiate itself from the competition?
Aidey, as our name may suggest, specializes in aiding small to medium companies to scale their operation effectively. Therefore, all our processes are designed to support the required flexibility that is much needed in the scaling process. The engagement with Aidey is easy, simple, and practically risk-free. From our contract terms, the software that we use, or the onboarding process, everything is tailor-fitted to the clients’ requirements so the clients have no effort or risk. Furthermore, as a virtual BPO, in opposition to the traditional BPOs, we enjoy two main advantages:
- Nationwide Recruitment Capabilities: since we are not limited to recruiting talent that lives near a certain physical location, we are able to recruit nationwide and achieve higher quality talent at a higher speed.
- Better Retention: Traffic in the Philippines is very congested and commute time to work can sometimes take 4-6 hours a day. This lost time is harming work-life balance and is very tiring for employees over time. By offering our employees the opportunity to work from home, we are significantly improving their work-life balance, increasing their satisfaction and in turn their retention with Aidey and our clients. The reduced turnover of employees enables a stable service with a reduced need for repetitive training and better-qualified agents.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
We really are agnostic to the industries: we hire a diverse manpower with various skillsets and knowledge to serve a wide range of industries and companies. Currently, it seems that the majority of our clients are coming from SaaS, e-commerce, Crypto, Gaming, HVAC, and Hospitality industries. Our business is based on long-term relationships and is not project-oriented.
Please share some of the services that you offer for which clients approach you the most for?
Most of our clients consume our services in the areas of Customer Service, Technical Support, Customer Success, Sales, and Back Office services.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Since we tailor fit our services to match our clients’ requirements, provide quick, easy and free setup, and respond quickly to our client’s ever-changing requirements, 95% of customers are not only staying with us for 3+ years but also refer other clients to us that is known as the best indicator for clients’ satisfaction.
What kind of support system do you offer to your clients for catering to their queries and issues?
Our account managers will have weekly, bi-weekly, or monthly meetings with clients in which they will provide a detailed snapshot of the account based on the KPIs that are relevant to each client. We will provide an overview of the performance of each employee and address any performance issues that may be uncovered. We perform periodic training sessions to ensure that members of staff are up-to-date with any updates about the services we provide to each client.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
We offer our clients two basic pricing models to choose from: either for a shared service in which pricing is based on the volume of work (normally a number of tickets) or for a dedicated service in which pricing is based on the number of employees that are assigned to the client. The choice between the two is normally done during a discovery call where we assess the clients’ requirements and pick the option that will better fit.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Our minimum budget requirement is very minimal and we onboard clients with initial requirements that can be as low as 0.5 FTEs. We understand that we take a journey together with the client and help them grow their business. Therefore, we look at the long-term potential that a partnership may have. We’ve had clients that started with as low as one person and quickly grew into large teams.
What is the price range (min and max) of the projects that you catered to in 2022?
The minimum yearly retainer that we currently have is $6,000. The maximum yearly retainer that we currently have is 700,000 USD.
Where do you see your company in the next 10 years?
10 years from now, Aidey intends to continuously innovate the remote BPO setup, and continue to lead this sector. We are growing our teams for existing clients, onboarding new clients and constantly introducing new processes to improve the quality and dependability of our services. One thing that will remain unchanged is our relentless pursuit of customer satisfaction and delivering best-in-class solutions and personal to our amazing clients.
