OceanApart WOW24-7

Client Description

OceansApart, a Germany-based retail company, produces fashionable, comfortable feminine activewear. They believe activewear should be a source of confidence and strength.

They empower & inspire people, embracing their uniqueness — all in the spirit of enjoying the moment & living life to the fullest. Alongside Germany, OceansApart is celebrating success in France, Italy, Spain and Poland.

Pre-Outsourcing Challenges

Support Efficiency Concerns

Peak seasons like Black Friday & pre-summer sales strained the in-house team, causing delays and inconsistency, impacting efficiency.

Team Management and Workload

Challenges in managing a high-performing team: staffing, training, and agent workload, affecting issue resolution and leave requests.

Inquiries in a Multilingual Context

Maintaining excellence, brand consistency, and reputation protection were vital while handling diverse inquiries across languages and cultural nuances.

Outsourcing Hurdles

Concerns encompass hidden costs, inconsistencies, language proficiency, inquiry handling, time zone issues, and required software/process changes.

Our approach to these challenges?

Delving into the Business Challenge

After analyzing all their support challenges & expectations, We conducted a detailed assessment, identifying the scope. With this in mind, we crafted a tailored project roadmap to meet their unique needs and goals.

This became the foundation of our efforts, especially considering OceansApart's focus on feminine activewear, which presented unique challenges and opportunities, underscoring our commitment to tailored solutions for success.

Team Formation, Training & Team Management

Our Onboarding Manager with key stakeholders crafted a customized onboarding strategy. We selected and recruited agents, involving client in the selection process to align with OceansApart's values.

Agents got thorough training, incl. inquiry handling, stress management, and Tone of Voice testing for an offline showroom-like experience. Team Lead constantly distributes the workload among agents, provides product updates, monitors performance & trains new agents.

Management & Performance Excellence

We upheld ongoing communication with OceansApart's representatives, ensuring efficient project management & prompt issue resolution, consistently fulfilling the service levels we both agreed upon.

Performance was rigorously monitored, with results constantly compared against the predefined metrics outlined in the Service Level Agreement (SLA) established at the outset of our collaboration.

Customer Success Advancements

Our commitment to excellence was fueled by adaptability. A Customer Success Manager ensured open communication, managing progress, troubleshooting, enhancing workflows in response to their evolving needs.

We flexibly adjusted team size to provide seamless support during seasonal peaks like Black Friday & pre-summer sales. That way, we uphold the highest standards of support quality, even during periods of heightened demand.

Key project results:

Efficient Response Times: 3 times quicker

This remarkable enhancement not only reduced customer wait times but also contributed to higher engagement and smoother interactions.

Enhanced Customer Satisfaction (92% to 96%)

This signifies not only faster responses, but also a more positive customer journey, leading to increased brand loyalty, improved online reviews, a bolstered market standing, & increased sales growth.

Team Size Adjustments (Scaled over 7x, then optimized for efficiency)

OceansApart adeptly managed seasonal surges, demonstrating scalability by efficiently adjusting team size, depending on their needs.

Increased Productivity Due to a Dedicated Team Lead

Team Lead autonomously oversees tracking working hours, quality assurance, workflow enhancement, agent training, and database updates. Less customer's involvement, leading to increased productivity.

Development of a Versatile Strategy:

They can confidently employ tailored tactics for various countries and languages, enhancing their global market adaptability and responsiveness.

How client evaluates our services in numbers

Item Points on a 10-point grading scale

Overall satisfaction

9/10

Overall client covering

8/10

Agents' performance, product knowledge, and process knowledge

8/10

How likely would you recommend us to friends and colleagues in other companies?

9/10

Value for money for services

10/10

What our client says

Evelyn Barthier
Senior Vendor Operations Manager

With their support, we conquer peaks, manage surges, and cherish our emotional connection to their empathetic team!

I love that there's a Team Lead on the project. There are a lot of things that she does by herself: tracks the working hours, does the quality assurance, improves the workflow.