Seamlessly manage peaks and drive process and cost efficiencies across the entire value chain.
Use the perfect balance of human and digital support to drive maximum consumer autonomy while providing highly responsive service in times of urgent need.
By leveraging cutting-edge technology and human talent, we aim for long-term benefits for logistics platforms and carriers.
Accompany your customers throughout their journey
The startup operates in over 200 locations across the globe and with rising popularity, it saw an increase in the number of demands. The company was also struggling to maximize utilization and resources to support short-term peaks in demand that occur during both daily and weekly intervals. Thus, the company needed an outsourcing partner to bring stability, quality of service and the capacity to grow while providing a cost-effective model.
We directly designed an outsourcing for mobility model of customer and rider support that could grow as the business grows for better flexibility and agility. The model combines a consistent local structure for each site with support from a global account governance framework.
We set up a team of over 900 outsourced agents to cover customer service and rider support in French, Italian, Dutch, English and Arabic with operations coming from Europe, Latin America and Middle East.
A Spanish quick-commerce startup that purchases, picks up and delivers products ordered through a mobile app grew significantly especially because of the Covid-19 pandemic. On top of handling a higher number of orders, it was also facing massive seasonal challenges due to shopping peaks during weekends, holidays, etc. As such, it needed to adapt to the surge of orders and customer support tickets while maintaining its quality customer experience.
We set up an outsourced team of experts used to operating in a fast-moving industry to handle all types of requests in a timely fashion. We used our extensive experience in supporting delivery services to improve processes, quality and management indicators.
The dream team here to support the company was made out of +1500 outsourced agents to cover customer service, drivers and partners support through in-app chat, voice, email and social media.
