High-volume fulfillment and Build and automate
First client, ten years of operations, software still earning revenue twenty years on
Dr. Alex Loyd Services in Florida was Globosmart’s first client, signed in 2005. We ran their entire back office for ten years at 8,000 to 10,000 emails and calls a month, and built their diagnostic assessments. Two decades later the Heart Issues Finder is still the flagship assessment on their site, offered in nine languages.
Dr. Alex Loyd Services was our first client. Signed in 2005, the year the company started, in the alternative health and personal development space.
Ten years running the whole back office
- Customer support and call centre operations at 8,000 to 10,000 emails and calls a month
- A ticketing system built to route email as web tickets, for transparency and handling
- Refunds, membership cancellations, shopping carts, merchant accounts and membership sites
- Financial analysis behind revenue projections, receivable forecasts, refund rates and new subscriptions
And the software that outlived the engagement
We also built their diagnostic assessments, the free tests their audience takes to find out what is holding them back.
They are still running. The Heart Issues Finder remains the flagship free assessment on their site, now offered in nine languages: English, German, Finnish, Korean, Italian, Portuguese, Spanish, Swedish and Taiwanese. The True You Test is sold on their store as a monthly subscription.
Software we shipped in the mid-2000s is still generating revenue for that client today. Most agency case studies cover eight months and end when the invoice does.
You do not have to take our word for any of this. In January 2010, the client wrote it down: "Waqas has been in charge of our Customer Service support center for over 5 years. He has also arranged for some unique programming requirements for the development of an important service and marketing program that has been very successful. As a result of that implementation, we have gone back to have Waqas create the same system in the Spanish and German languages, with Italian now on the drawing board." That recommendation is still public, and the assessment he is describing is still live sixteen years later, now in nine languages.
Other engagements
- From 4% of revenue to more than half, while the business grew eight timesA supplements and men’s products company had an affiliate program producing 4% of revenue. Five years later it was more than half, of a business that had itself grown eightfold.
- Ten years as the technology behind someone else’s businessA Pakistani e-commerce brand founded on a Facebook page in 2016, with no store and no cart. I have been its technology partner ever since.
- The sales team was losing 60% of its week to hand-written quotesA site measurement app, built offline-first, so quotes get produced in front of the customer instead of two days later in the office.