XO CASE STUDY
Proven Results
96%
CSAT Achievement Out of Training
25%
Cost Per Error Reduction
2-3%
Industry Low Attrition Rate
7.8%
Customer Retention (7% Target)
Client Background
As the
market leader in meal kit subscription services, HelloFresh Group
is no stranger to utilizing BPOs to support their customer experience operations.
In 2021...
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.
XtendOps
Approach
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
