Blauband’s Outsourcing Success with Non-Traditional Models and Metrics.

Blauband struggled to balance traditional customer support functions and metrics with the need for a more comprehensive and adaptable support system that an outsourced partner could execute with excellence. 

Andreas Janssen, CEO at Blauband GmbH, highlighted that while standard KPIs in customer support focus on metrics like response time, his company’s approach was different. “We enrich our customer support with more tasks,” Janssen noted, emphasizing that traditional KPIs were not always applicable. 

The challenge was finding a suitable partner to integrate seamlessly into their operations and culture.

Blauband chose WOW24-7 as their outsourcing partner due to their flexibility and organizational effectiveness. Andreas appreciated WOW24-7’s ability to seamlessly integrate with their team, stating, “They are very close to us. They’re integrated, and they work very well.”

Over three years, WOW24-7’s core team adapted to Blauband’s unique business model and culture. Andreas described a specific instance where WOW24-7 demonstrated their capability: “I gave them a target client profile and asked if they could conduct research online. They came back with such enormous results.”

This showcased WOW24-7’s ability to perform beyond the expected customer support functions by understanding and aligning with Blauband’s business needs on all levels.

The partnership with WOW24-7 significantly improved Blauband customer support operations.

Andreas noted that the team’s understanding of Blauband’s business allowed them to execute even the most specialized tasks. “They know how we tick, they know what we do, they know us so well, and they know the clients so well.” This integration provides seamless customer experiences and allows Blauband to leverage everything from AI tools for lower-end tasks to enhancing their support function’s overall effectiveness and efficiency, where the customer support operations from WOW24-7 are seamless to the customer.

Andreas concluded, “It’s working very well,” reflecting the successful outcome of the partnership with WOW24-7.