The Functionary

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Overview

1000 - 9999

Employees

2017

Year Founded

ABOUT THE FUNCTIONARY

Nearshore Outsourcing and Staff Augmentation

Established in 2017 in Texas, The Functionary is a Nearshore Outsourcing provider that offers business process support services to individuals, small enterprises, mid-sized companies, and large organizations. The Functionary collaborates with retailers, OEMs, and distributors to offer assistance solutions for customers requiring help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. Having addressed over 5 million support requests, The Functionary boasts leading customer satisfaction scores, enabling clients to receive the assistance they need promptly.

Languages Spoken

English

HIGHLIGHTS

1000 - 9999

Employees

2017

Year Founded

Services

Focus

Industries

Clients

Services Provided

10% Generative AI

24% IT Staff Augmentation

33% Change Management Consulting

23% Customer Support Outsourcing

5% Live Chat & Chatbot Implementation

5% Support Technology Implementation (Zendesk, Intercom, Freshdesk)

About the Team

OUR STORY

Our leadership team is composed of experienced professionals dedicated to driving the company's success. At the helm is Sam Darwish, our CEO, who provides strategic vision and guidance. Supporting him are David Hostetler, Vice President of Operations for Global Services, and Mike Grigsby, Senior Vice President of IT for Global Services, both instrumental in overseeing the company's extensive operational and technological efforts worldwide. Additionally, Sergio Zetino serves as the Senior Regional Operations Manager for Latin America (LATAM), ensuring regional alignment with the company's objectives. Together, this team fosters a collaborative environment focused on operational excellence and strategic growth across global markets.

Portfolio

Global commerce services company

Unknown

This global commerce services firm specializes in enhancing online shopping experiences for leading brands. It operates through two primary divisions: one focuses on order fulfillment, contact center services, payment processing, fraud management, and order-to-cash services, while the other centers on design, consulting strategies, creative design, digital marketing, and web development. Located in Allen, Texas, the company has various operations worldwide. Business Challenge: An internal cost review indicated that outsourcing their help desk could lead to significant long-term savings. However, it was essential to achieve these savings while maintaining their established customer service quality. The company needed a partner who could sustain its high customer satisfaction standards and facilitate a smooth transition without any decline in service quality. Their search emphasized several reasons why The Functionary was an ideal fit. The Solution: The success of this collaboration is largely due to proactive communication and a thorough understanding of the company's operations. This has allowed for an uninterrupted customer service experience that feels seamless to customers, who may not realize it is outsourced. Their commitment to keeping an updated knowledge base and efficiently resolving customer issues highlights the necessity of ongoing communication. Regular conference calls with the company’s team enable The Functionary to share insights and refresh the knowledge base, maintaining high customer service standards. A Partnership By Design: The company views its alliance with The Functionary as beneficial, enabling its in-house customer service team to concentrate on more complex issues amid rapid e-commerce growth. The commitment to a genuine partnership has been crucial to the success of this collaboration in improving customer service capabilities.

Pricing Snapshot

Min Project Size

N/A

Avg Hourly Rate

N/A

Cost Rating

N/A

What Clients Have Said

"The Functionary delivers quality projects within budget and timeline expectations based on verified client feedback."

Based on verified reviews and internal benchmark data

PROJECT BUDGETS

No budget data yet. Reviewers either haven't shared a project budget or kept theirs confidential.

Select a service

Generative AI

IT Staff Augmentation

Change Management Consulting

Customer Support Outsourcing

Live Chat & Chatbot Implementation

Support Technology Implementation (Zendesk, Intercom, Freshdesk)

Locations

Headquarters

11698 Farm to Market Road 428

Aubrey, Texas, United States 76227

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