When a collaboration isn’t driven by contracts but by shared values, mutual trust, and a relentless focus on impact, it shows.
Over the past two years, Silver Bell Group and Intelisale have built more than just a business relationship. Together, we’ve shaped a joint approach to customer experience, team integration, and growth that feels less like outsourcing and more like one team with one mission.
In this interview, we sit down with Intelisale’s CEO, Nemanja Mališić, to reflect on how this partnership started, how it evolved, and what’s coming next.
1. How would you describe the partnership between Silver Bell Group and Intelisale in one sentence?
A partnership not built on contracts but on shared values, mutual understanding, complementary expertise, and business that makes sense.
2. What do you consider the key success factors in your collaboration over the past two years?
The most important thing is that we connected as people: in our values, our attitude toward work and clients, and the way we communicate. Everything between us is direct, open, and honest. When that’s the foundation, everything else builds on top.
Another key factor is how complementary we are. We know our product and the tech behind it. But when SBG first asked us questions about KPIs, processes, and support analytics, we realized how much we didn’t know. And they didn’t come in with a “we’ll teach you” attitude. They asked, listened, understood, and then guided us step by step. That’s real partnership. And that’s what makes it successful.
3. How have the interpersonal relationships between the teams evolved over time?
At the start, there was some resistance on our end. Honestly, people asked: “How can someone from outside our house do our work?” But the SBG team quickly changed our minds. From day one, they wanted to understand our product, our clients, our way of thinking. They didn’t try to take over. They blended in.
And very quickly, you stop noticing who works for which company. Today, we’re one team. We share challenges, wins, jokes, and the hard work. The atmosphere is one of true support. And best of all, everyone feels it.
4. Can you share a moment or anecdote that reflects the great team dynamic between us?
There are many, but one moment at GITEX in Dubai stands out.
We had a five-minute meeting scheduled with a high-profile potential client. You know how it goes: big company, busy executive, almost no time. The meeting felt cold, like nothing would come of it.
But just as we were wrapping up, a colleague from SBG had a spontaneous idea for a possible partnership model. He shared it casually, but clearly. That moment changed the tone completely. The client leaned in, got interested, and a few minutes later, we had a deal.
It wasn’t a lucky last-minute pitch. It was the result of preparation, trust, and belief in a team that truly knows how to deliver. I was proud we were on the same side.
5. How would you describe the working atmosphere between Silver Bell Group and Intelisale?
Warm. Human. Focused.
When your partner doesn’t count every minute and doesn’t see you as just a client but as part of the same team, you know you’re in the right place. The atmosphere isn’t rigid or overly corporate. We work, we make mistakes, we learn, and we grow together. And it’s still very professional and value-driven. That feeling carries over to our clients. And they notice.
6. What’s the main value this partnership brings, and how does it impact both companies?
For us, it’s a complete transformation of client support.
We went from a team that reacted only when someone called or wrote to a team that now proactively thinks about client needs, tracks metrics, offers solutions, and builds relationships. A real shift to what we now call Customer Experience, or CX.
And we couldn’t have done that without SBG.
At the same time, I believe we’ve also brought value to them: our product-driven mindset, tech expertise, and probably some new energy too.
Most importantly, we give more to clients, and that shows in measurable results.
Stronger teamwork. Better CX. Real results.
If you’re searching for a team that brings not just expertise but alignment, trust, and measurable impact — let’s talk. At Silver Bell Group, we don’t just deliver a service. We become part of your growth journey.
Get in touch with us to explore how we can build something exceptional together.
