Customer Quote

XtendOps has set the new standard of how a BPO site should perform for 2 main reasons. First, they exceeded our customer satisfaction target by ensuring that from day one, every customer received the best experience possible. Second, they exemplify what it truly means to be a partner.

– Adam McCreery, Director of Customer Care

Client Profile

HelloFresh is a food subscription company that sends pre-portioned ingredients to users’ doorstep. It enables users to cook quick and healthy meals curated by nutritionists and chefs. HelloFresh aims to provide each and every household in its core markets the opportunity to enjoy wholesome home-cooked meals with ease and hassle free. Their subscription business model enables them to fundamentally change the way consumers think about their meals. and to develop new ways people prepare and consume meals, changing the traditional food supply chain. HelloFresh is at the forefront of disrupting a multi-trillion dollar industry all while providing simplicity, ease, and affordability for its users.

Introduction

As the market leader in meal kit subscription services, HelloFresh 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.

Approach

Since the launch of the pilot we have expanded our footprint to over 500 agents in 5 different locations (3 sites in Mexico & 2 in the Philippines). XtendOps now handles over 70% of HelloFresh total inbound customer support volume and has outperformed all vendors at a lower cost.

This partnership enabled HelloFresh to reduce cost per box by over 50%, maintain record-high CSATs +95%, and consistently hit or exceed SLA. HelloFresh is also utilizing XtendOps to support its other brands including: Factor, Green Chef, EveryPlate, Good Chop.

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. We also launched our XtendFlex program which provides flexible staff to help HelloFresh meet high demand during peak volume intervals while maintaining cost & appropriate staffing levels.

We have always had open and honest communication with their team, allowing us to work quickly and efficiently through any challenges that come our way. They have also been flexible and quick to pivot when, in our ever-changing business and these unprecedented times, things change. XtendOps is not only a BPO partner, but is truly an extension of the HelloFresh brand. We’re truly grateful to the XtendOps team for their dedication to exceptionalism and we’re excited to continue to grow together as a team.

– Adam McCreery, Director of Customer Care

XtendOps has also worked with HelloFresh to establish different tiers of support. We are the only BPO that handles VIP queues and retention efforts. We also launched our XtendFlex program which provides flexible staff to help HelloFresh meet high demand during peak volume intervals while maintaining cost & not overstaffing.

Conclusion

HelloFresh has supported our expansion efforts in new locations as well as participating in our various recognition events. Below are some videos that capture the strong partnership between the two companies.