Helping a Courier Company Expand Its Operations

  • Client Profile

    Industry: One demand
    Location: Spain
    Size: 1000-2000 employees

  • Company Bio

    The client is an on-demand courier service that purchases, picks up, and delivers products ordered through its mobile app. Currently, they maintain operations in countries across Africa, Central America, Europe, Asia, South America and the Caribbean.

Overview

As demand for the client’s services increased, they needed a customer support team to answer customer inquiries.

Business Challenge

Due to an increase in demand, the client needed to hire additional customer service agents to manage all customer requests and inquiries via phone, e-mail and chat. They needed a total of 75 new employees, each of whom needed to have at least two years of customer services’ experience and an English proficiency level of at least B1 (Intermediate). The working hours that needed to be covered were from 8:00 am to 2 am Kyiv local time.

 

The project was to be launched in stages with the first stage expected to begin on September 30, 2019. At the first stage there needed to be a total of 30 new employees. This would allow the client to touch base and get a better understanding of how well Mindy Support was handling the implementation of the project. Based on the results of the first stage, the cloud would proceed to the next stages of the project.

Solutions Provided by Mindy Support

Mindy Support had to find and recruit the needed number of candidates within a couple of weeks, since having the necessary personnel to service their customers was a mission critical goal for the client. After conferring all of the requirements with the client, Mindy began working on recruiting the candidates right away. We were able to recruit 30 candidates for the first stage of the project before the specified deadline, which allowed us to get started on time.

 

However, even though we recruited the candidates, the tough part was only beginning. Mindy Support worked with the client to train all of the personnel we were bringing on and later, the client entrusted Mindy Support to handle all of the training duties for them. Such mutual trust between Mindy Support and the client laid the foundation for further expansion into the next stage of the project.

Mindy Support is ISO 9001 certified. Our information security management system (ISMS) is built on the basis of ISO 27001:2013 international standards that helps organizations keep information assets secure.
We are committed to respecting all rights of the data subjects under the General Data Protection Regulation (GDPR) (EU) 2016/679. According to the Article 28 of the GDPR, the relationship between the controller and the processor are regulated by Data Processing Agreement, which we put in place with every Client.

The Results Speak for Themselves

  • The client expanded their support team to 75 customer service agents as was planned from the outset.

  • We were able to help the client achieve a customer satisfaction rate of 85% and higher

  • Such outstanding results were achieved in part due to high retention rates at Mindy Support