Invisible partnered with this unique dental practice for years, managing lead generation, candidate sourcing, and patient communications. When COVID hit, the demand for services shrunk and the team needed back-office support for COVID test processing, test filing, and customer support...urgently.
Invisible started a customer support line in nine days, spun up automated COVID test reporting and filing with the government --with our HIPPA certified team of agents-- while improving our executive support solutions all in a 90 day period.
So, how did Invisible enable the pivot?
First, processes the team no longer needed dropped to zero immediately. This is a kind of agility we offer our client.
Second, when it came to taking new processes from zero to 60, here's what we did:
During this time, we also provided scheduling support to the CEO, 24/7.
Here's a snapshot of how processes changed over time:
Enabled by our support, the business grew three times and was even featured on Good Morning America. And, as COVID abates, we've spun up old processes again.
Unlike other over-automated or rigid partners, we aren't just able to change course, we're able to reverse course. Invisible is now managing lead generation and patient scheduling again, ultimately supporting two fully aligned businesses in different industries.
To support their growth and remain competitive in their industry, our client had to outsource major chunks of their operations to BPOs. However, their previous vendors could not provide restaurant contact data at the fidelity and rate they require to maintain their growth, leading to their CAC increasing with growth. They needed a vendor that could perform equally well in multiple markets, at once.
Invisible built a turnkey lead generation system that allowed the company to 10x lead volume over the course of 5 weeks with a process cost competitive with their existing LATAM BPOs.
Invisible's partnership means the client can onboard new restaurants at a cost-efficient CAC in multiple new markets at once, establishing dominance throughout the region and ultimately expanding the value it can provide to customers.
The client first found Invisible when a breakout business unit (grocery) grew 4x MoM in the pandemic. They needed help making sure that inventory was always accurately displayed in their online marketplace.
Invisible built a process to reconcile 70,000 SKUs each day from 70 different data sources on a 2 hour SLA. Invisible was able to help within the first week and—over time—to reduce the client's unit costs by 20% within the first quarter.
Following this successful partnership, we expanded to other use cases. Today we help them find and maintain a database of more than 4,000 properties under management, each with more than 110 discrete data points.
So how did Invisible deliver initial impact? We we used a mix of people and machines to deliver high quality outcomes and cost savings for the client.
Here's how machines and people partner to create results.
As the volume of SKUs increases, the clients cost / SKU drops. And so Invisible is able to be a long-term operations partner that only gets more efficient with time.
The entertainment company helps brands share epic experiences - like backstage passes or new night clubs - with millennials through a members only event marketplace. The challenge? Extreme changes in seasonal demand (not even including the volatility in demand after COVID). The BPOs the company had worked with couldn't support the desired brand experience, or meet the team's need for flexibility.
Invisible contributes to a world-class customer support experience while providing the client an extreme surge capacity.
Invisible's team includes 25 FTEs with surge capacity to reach 90 in busy seasons with just 3 weeks notice. Invisible manages inbound calls, emails, and chats with a level of quality nearly indistinguishable from the internal team.
Invisible enables the client to quickly scale customer support processes up or down to match this volatile market's demand and has become the go-to partner for ensuring operational capacity matches market opportunity.
The three most notable processes:
When the hurricane hit, insurance claims surged. The backlog of policies had to be reviewed by the 90 day mark or they would renew automatically and the insurer would be liable to cover tens of thousands of dollars in claims that did not meet their criteria. At its peak, the backlog reached 4,000 policies that would require 10 FTEs to keep up with demand. The client couldn't afford to hire that team of ten—they needed results faster and cheaper.
Invisible mastered an 80 page workflow that prepared policies for the internal expert team. Not only was the team able to burn through the backlog of 4,000 policies, they were able to review them an average of thirty days earlier than their previous best. Not only was the team able to make decisions more quickly, they were able to make better, more rigorous decisions, as this additional time allowed for further rounds of review.
Since, Invisible has helped nearly every team in the company gain efficiencies, from processing E&O documents, to automating claims intake, to QA'ing IT tickets. Most recently, a competitor went out of business due to (another) hurricane. This time Invisible helped the company increase its capacity by 25% in one month, and they were able to meet the new market demand.
So, how was it possible to 6x efficiency in such a short time frame?
Before Invisible, underwriters spent a lot of time gathering basic information and making simple decisions. For example, to underwrite housing policies they had to:
Those decisions are all simple for someone else to do, hard to teach a bot to do, and a sub-optimal use of underwriters’ expertise. While large companies use RPA combined with AI for these types of problems, the solutions that work aren't affordable for mid-market companies for whom cashflow is a concern.
Working off of an 80 page and highly detailed standard operating procedure, Invisible created a reliable series of workflows that helps underwriters optimize their time. It divides work meaningfully between trained people and simple automations.
If you've never worked in underwriting before, it may be hard to visualize these sorts of simple decisions. Here's one example: To validate certain housing policies, one must verify that the number of stories listed on building records matches photo evidence. It turns out that the human eye is still more efficient at this cross-checking than computers are.
Not only are humans faster at making sense of photos than untrained machines are, they are also better at handling exceptions. For example, you can see in this workflow that agents are equipped to apply judgment based on a handful of scripted exceptions.
In the insurance industry, the core ability that's often needed to scale processes—in addition to working with legacy systems—is to scale simple judgments. Invisible's unique way of managing the relationship between people and machines enables our clients to do just that.
Invisible creates cost-efficiencies for this business every day and provides critical surge capacity when the region is beset by natural events. As a result of our partnership, the company can grow efficiently in good and bad weather.
The VC firm needed to augment their internal teams to boost productivity across the board and to enable senior staff to do career-defining work. BUT, they didn't want to pay for time they weren't using or build up a large roster of support staff.
The team uses Invisible to source deals, schedule meetings, create branded templates, and manage intelligence on everything from deal flow patterns to the degree of diversity in their portfolios.
Invisible leverages four functions at the firm, providing assistance to all of their leaders at once. Their CMO engages Invisible to help build twitter lists or one-off decks. Their Head of Network has us populate massive volumes of data fields in their CRM, critical for identifying patterns in their investments. Their finance lead engages Indiana to format quarterly reports to their investors. Last, one of their ventures leads uses our service to give him the very best intelligence on prospective investments and to schedule his external meetings according to protocol.
Invisible supports top notch leaders across functions, and nearly 1/2 of their team—while remaining centrally budgeted and available for one-off projects by any member of the team. We make it affordable for an investor to get the exact market intelligence he wants, for the head of network to skip CRM management (we've saved her 528 hours), and for the CMO to run large social listening projects on an as needed basis.
This cost-efficient resource adds capacity and flexibility to the team, ensuring support is there for the leaders who do so much to support Europe's leaders.
This Series C Insurtech startup needed to be the best in class in customer experience so it had the leverage to introduce wholly new kinds of insurance. It set a goal to deliver quotes to new prospects at a rapid rate, but found their prior vendor couldn't keep up. In the words of our client, it was like "working with a black hole."
We enable a network of brokers to work efficiently with underwriters, delivering custom quotes in an hour. In addition to delivering the intended results, the client values reliable, quick and effective engagement.
Because we keep them OUT of their inboxes and focused on their business, and because we've established trust, the client has given their other BPO notice and expanded the partnership to take on a second large process, policy binding.
Because Invisible helps the client achieve operational excellence, setting the bar for speed and quality, they're positioned to keep innovating in other areas of the business.
Only a sliver of the real estate market fits the housing company's needs—their business collapses if they don’t beat competitors to market. Before Invisible, they used a mix of technology and BPOs to find 2,000 leads a week across various markets; but technology and labor weren’t made to work together and account executives absorbed the cost in the form of 2 hours / day.
Today, they find more than 10,000 leads a month in more than 25 markets, taking just 30 minutes of time from account executives. Cost savings are a projected $21,000, not including 1,600 hours of time now better spent. Building on the success of our initial partnership, Invisible now runs 6 other additional sales and marketing workflows and is empowering the company to expand to new markets.
So, how does Invisible find quality leads more efficiently than other vendors? It's the way we execute processes with a thoughtful combination of people and technology.
For this client, the problem was that the major thing they needed to do was build a huge list of properties and narrow it based on a mix of quantitative data, like zip code, and qualitative data, like countertop beauty. Algorithms are more efficient at vetting for zip codes, but people are better at making decisions about countertops. Other vendors didn't see the problem this way and—even if they had—they didn't have the ability to design workflows with a thoughtful distribution of work between people and machines.
Here's how Invisible split up work:
The workflows Invisible runs are critical to the business: we ensure the company can find a rare supply of the only housing stock they can sell within their business model. Not only that, the client values that working with us isn't merely 'transactional.' They've said: "We appreciate the level of communication we've had and how this has felt like more of a partnership." Invisible's partnership ensures our client can find these leads fast, beat competitors to market, and ultimately scale to new markets. Since our partnership, they've opened 3 new cities.
Invisible supports one of the largest online art marketplaces of more than 1 million artworks by over 100,000 artists. Initially, we helped fuel a massive intelligence database; today, Invisible runs many rote processes that serve to increase exchanges on the platform.
Initially, the company's Chief Scientist found us. They'd been looking for a way to gather large volumes of data quickly and efficiently. Other BPOs and Mechanical Turk hadn't been able to provide reliable quality at the right price with a high level of sophistication. This data was critical because it ultimately helped meaningfully match new collectors with prospective artists in the online environment.
Invisible built a data intelligence collection of 4,600 artists in 4 weeks through a repeatable process. Turning a highly manual process into a single format deliverable on an expected recurring basis. We've done this again and again with as many as 10,000 artists at a time and a total of more than 100,000 over the course of the partnership.
Building on initial success, Invisible expanded to other parts of the organization. For example, Invisible has helped to enrich 20,000 sales leads over a 3 month period and helped the company monitor buyer intent across social media and communication platforms by auditing 2,000 communication / week. In total, Invisible runs 22 processes working closely with senior management to evolve our operations so Invisible can best meet the business's needs.
To build an immersive e-commerce experience, our client needed to source and organize high volumes of art, and data about art, from highly distributed sources. We scour the digital planet for leads and turn it into formatted spreadsheet, ready to upload.
Ultimately, a large part of this list building can be accomplished with scripts and scrapers. But what if someone writing about Picasso spells his name wrong? Invisible's agents ensure that human judgment is applied to decisions like these, ultimately providing training data that's nuanced and produced quickly.
In a call with the CFO, our partner summed up what they've gotten from Invisible that they can't get anywhere else—the ability to delegate work to the most cost-efficient resource capable of doing that work competently. The senior leadership understands what this capability means for the business: the ability to grow topline revnue, cut bottom-line costs, deliver a remarkable customer experience, and the ability to finance promising new initiatives.
The delivery company needed to scale extremely rapidly starting in March 2020 as the pandemic closed down large portions of in-person dining and consumer demand food delivery skyrocketed. Their need - structuring menus at a staggering pace.
Restaurants design their menus in myriad ways—beautiful three page folios, pdfs, pictures, even QR codes that lead to unique online menus—but consumers expect menus from every restaurant to be structured in the same way.
That’s where Invisible comes in.
Invisible sat down with their operations team and mapped their restaurant onboarding process.
In parallel, Invisible built 2 pieces of technology:
When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement.
How did Invisible deliver such remarkable impact?
Existing vendors were not designed to structure menus at scale, with quality.
Invisible's unique mix of process optimization, workforce management, and custom automation abilities created immediate impact and long term value for the client.
Phase 1: Coordinated Labor Meets Initial Business Goals
Engagements begin by mapping business process requirements. Invisible understood these, established business processes, and organized a cohesive team to meet the performance of existing vendors within 10 days. This relied on a scalable hiring and training structure as well as our core operating model, the digital assembly line.
Between these ways of working Invisible was ultimately able to match and then double the output of existing vendors within 30 days while beating SLAs, before applying the power of technology (beyond coordination).
Phase 2: Proprietary Tech Leads to Price Drop
Invisible built two proprietary technologies to increase the efficacy of these processes, which we now understood well. The first was Magic Wand - this is a unique OCR technology built to read menus of various formats and spit them out into a structure that allows people to make decisions about those menus.
The second technology we built is called Flow. Like the digital assembly line, this is a workforce management platform; however, Flow is built for scale and parallel processing. This meant that many agents could work on similar problems at once. More than that, Flow ensures that client do not need to buy platform licenses or create seats for each individual agent to access a system. One client was able to save over $100k/year in Salesforce licenses costs.
When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement. The client fired several existing vendors as a result.
Phase 3: QA Processes Save Valuable Management Time
With output high and price low, Invisible turned its focus to quality assurance. Here, we built air-tight processes used to manage our own team and (eventually) processes that we applied to other vendor outputs.
Phase 4: A Scalable, Synthetic Business Process & A Valued Partnership
With this combination of people, process, and technology, Invisible was able to scale menu normalization without loss of quality, leading to a valuable partnership. Here’s how humans and machines work together to achieve exceptional outcomes: