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 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: