CASE STUDY

Customer Service and Sales Support for a Technology Brand

Customer Service and Sales Support

Client Overview

Technology Brand Customer Success Story

Our client is a technology company focused on the retail logistics and distribution industry. Using some really clever tech and algorithms, they help find space in vehicles that are already on the road, and then calculate how these vehicles can vary their routes to make more deliveries in less time.

The Challenge

Customer Service and Control Services required to increase efficiency and support the client’s growth
Expert outsourcer required with relevant experience across the retail logistics and distribution industry

Operational support of our client’s key relationship with a blue chip retail operation – rolled out across the UK and Europe

The Solution

Step 1

Operation built out of World Class CX Centre in Johannesburg – 12 associates initially, quickly growing to 18 FTEs across 4 lines of business

Step 2

Subsequently implemented notable process improvements and automation driving down FTE headcount

Step 3

Customer service tasks including the setting up routes, booking query assistance, and updating of driver details on the platform

Customer experience services including:

The Results

11%

Overall productivity target exceeded by 11% – April 2022

115%

Route building optimisation at 115% to target

Expand

Quantanite Team increase to support the expansion of the business into Dubai

SLA

Client satisfaction was achieved due to meeting the training SLA