CASE STUDY

CX and Transcription Services for On-demand Technology Brand

Customer Experience Management and Digital Content

Client Overview

Technology Brand Customer Success Story

Our client is a technology company that enables local businesses to meet consumers’ needs for ease and convenience with on-demand deliveries. By building the last-mile logistics infrastructure for local commerce, thousands of restaurants, convenience stores, pet stores, grocery stores, and more are at your fingertips, delivering the best of your neighbourhood on-demand.

The Challenge

Initial pilot scheme required for customer experience support with Menu Creation, Menu Activation, Menu Updates and Max OutReach to establishments

Q1 2022 ramp-up of client campaign, adding two further projects and an urgent need for 200+ associates to be hired ASAP
English and German language support required

The Solution

Step 1

Onboarding and training plan distributed and delivered within three weeks

Step 2

Urgent volume hiring strategy (Recruiter pool, Core Recruitment Team and Pool of Interviewers built as part of the strategy)

Step 3

Resulting in 200 associates hired within two weeks

Customer experience and Transcription services including:

The Results

503

From inception in March 2018 with a pilot of 3 associates, the account has exploded to a total of 503 people as of March 2022 (16,666.66% increase)

552%

Menu updates TAT (turn-around time) high of 522% (Jan 2022)

179%

New menu TAT high – 179% (Apr 2021)

5/5

5/5 Maximum CSAT scores achieved