Opportunity
One of our grocery delivery service clients was experiencing a period of accelerated growth over the holiday season. While trying to catch up with seasonal overflow of customer demands, business also started growing exponentially when the need for food delivery services increased due to COVID-19.
Throughout the pandemic, more orders were placed and more customers were emailing for support regarding their services. Our client’s customer care team didn’t have enough agents to resolve each email and were failing to respond to questions or concerns in a timely fashion. Growth projections and staffing were projected to support a 10% year over year growth rate. Due to the unexpected growth (200% YOY), they had to close the chat option, stop marketing in new markets and work towards reducing volumes in other ways to keep up.
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Transforming Outbound Sales Performance for a National Telecommunications Provider
When outbound sales programs run across multiple vendor partners simultaneously, sales performance gaps can go undetected for months. Without a unified view of the data, there is no reliable way to identify where underperforming calling windows are draining resources, which lead segments are producing returns, or what operational changes would have the greatest impact.
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