Increasing Glovo’s Partner Network

  • Client Profile

    Industry: On-demand Delivery and Logistics
    Location: Spain
    Size: 4,000-5,000 employees

  • Company Bio

    Glovo is the fastest-growing delivery player in Europe, Western Asia, and Africa. With food at the core of its business, Glovo delivers any product within your city at any time of day. Glovo currently delivers over 100M+ annual orders and operates in 22 countries and 750+ cities.

Overview

Our agents helped Glovo increase their partner network by working with businesses such as restaurants, cafes, shops, etc. to tell them about Glovo’s services and onboard them into their client network.

Business Challenge

Since Glovo operates a large courier service, they are always on the lookout for new potential business partners. However, they did not have the internal human resources to conduct such a search and speak with businesses about potential partnership opportunities. Since Mindy Support was already providing Glovo with customer support services, they asked us to extend our service offering and start searching and attracting new clients as well. They were looking for agents with the following qualifications: 

 

  • Easy-going with Tech product and capacity to understand our value proposition

  • Problem-solver

  • Perfect communication skills with our Partners over the phone delivering the best experience

  • Previous experience in customer support

  • Interpersonal skills, patience, empathy 

  • Basic English (tooling level) is a plus 

  • Previous experience using Salesforce is a plus

  • 80%

    of new partners were satisfied with the process

  • 85%

    of the partners were activated on the platform in less than 5 working days

Solutions Provided by Mindy Support

In order to assemble a team quickly, we shifted 3 agents who were already providing customer support services for Glovo to work on the new network expansion project. Glovo quickly approved the new team members and they went to work right away. Potential partners included representatives of restaurants, cafes, shops, etc. anyone who wants to cooperate with Glovo providing the customer with the opportunity to use their product by courier delivery.

The responsibilities of the agents included teaching potential partners how to use Glovo’s system, and explaining the terms of the contract. They also explained the algorithm for accepting and sending orders and working with couriers. All of the communication was done in Russian and Ukrainian since they were looking to expand the partner network in Ukraine.

The agents have been working on the project since February 2020 and are showing great results and without any problems. In fact, the agents that Mindy Support provided have been demonstrating outstanding results, so Glovo negotiated with Mindy Support to promote these agents and provide them further career opportunities within Glovo’s inhouse team. 

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.

Results Delivered to Glovo

  • Several hundred partners are connected

  • 85% of the partners were activated on the platform in less than 5 working days

  • 80% of new partners were satisfied with the process