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An HR Tech Company's Power Move With Enterprise Suite
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The customer support team at an HR tech company had a plan: to improve customer service by identifying and resolving a targeted list of pain points.
But the team needed help beyond the company’s existing resources. Instead of a full-time team, this effort called for flexible, proven freelancers who could quickly make a difference with the short-term, high-impact work.
To connect with the right talent, they turned to Upwork’s Enterprise Suite.
A flexible freelance workforce that’s ready to move
Enterprise Suite is a powerful platform that makes it easy for companies to work strategically with independent talent.
“I was tasked with pulling together a large team for this top-priority project,” a senior product manager explained. Each issue would take additional research, analysis, and development before a solution could be integrated into the customer support platform. Altogether, the company needed approximately 30 professionals—and needed them fast.
Through Enterprise Suite, the senior product manager was quickly connected to high-quality talent who had a variety of skill sets. Within three business days, they had an initial shortlist of professionals. On day nine, they had the project kickoff. By the end of two months, the full team was engaged and onboarded.
Massive time savings for customer support
“We completed the first phase of the project on time,” the senior product manager said, explaining that the team completed the discovery process for 27 issues within the first two months. By resolving just 10 of the hurdles on the list, the customer service team saved more than 200,000 hours annually.
The company gave Upwork an average CSAT (customer satisfaction) score for quality, velocity, team independence, and team satisfaction of 80%. “I’ve collaborated with the folks at Upwork on any challenges that arose and been able to resolve them,” the senior project manager said.
And this partnership has had a lasting impact: two freelancers were converted to full-time employees at the company through Upwork’s simplified contract-to-hire process.
How can Enterprise Suite help your company be more agile and proactive? Let’s talk.
“With talent from Upwork, we completed the first phase of the project on time. I’ve had such success with some of the folks on the team that I’ve kept them over a year later and even converted a few to full-time employees.”
