With over millions of customers worldwide and offices in more than 20 countries, the company is one of the world’s largest suppliers of enterprise resource planning software, managing integrated accounting, payroll and payment systems.
The company was facing high seasonality which impacted its product range and marketing actions and it wanted to deliver a best-in-class and high-quality service to its clients. As such, to always deliver the best experience, the company had many prerequisites when it came to recruiting.
We set up an outsourced team of +200 SaaS experts in South Africa, Morroco and Germany to cover English, French and German for customer support, technical support, lead generation, IT helpdesk and back-office. Additionally, knowing that the company had existing prerequisites on hard skills, we made sure to continuously provide sales and specialist product training, as well as technical skills assessments to all team members.
- Increased customer satisfaction to reach 90% in under 2 months
- Attained a +50 Net Promoter Score
- Saved costs of c. EUR 1m between UK and North American markets for peak management