XO CASE STUDY
CSAT Achievement Out of Training
Cost Per Error Reduction
Industry Low Attrition Rate
Customer Retention (7% Target)
As the market leader in meal kit subscription services, HelloFresh Group is no stranger to utilizing BPOs to support their customer experience operations.
HelloFresh was looking to expand its nearshore capabilities & was sunsetting a US-based provider.
The company’s goal was to have 3 BPO partners in different locations to make sure they had location redundancy to avoid service disruption as their business continued to scale quickly.
Since the launch of the pilot XtendOps ability to consistently exceed performance in key areas has earned an expanded headcount to over 1000 agents. XtendOps now handles over > 80% of HelloFresh total inbound customer support volume and has outperformed all vendors for all sub brands.
This partnership enabled HelloFresh to reduce cost per box by over 50% , maintain record-high CSATs +95% , and consistently hit or exceed SLAs.
With HelloFresh's. acquisition of Factor XtendOps performance convinced company leadership to do a first time pilot with a nearshore BPO team, something they never believed could be successful. Since engaging with XtendOps, Factor has expanded office hours, reduced email backlog, decreased customer support expenses, and increased CSAT. We now manage 70% of the Factor Customer Success team in our Mexico and Philippines offices.
XtendOps has also worked with HelloFresh to establish different tiers of support.
We are the only BPO that handles VIP queues and retention efforts. In addition, we launched our XtendFlex program which provides flexible staff to help HelloFresh meet high demand during peak volume intervals while maintaining cost & appropriate staffing levels.
Rapid Scaling Across Multiple Geographies
Started with 130 agents and expanded headcount to over 1000 agents
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