Service Delivery & Customer Support

Case Study

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A n education technology company was looking to expand their offering beyond their highly seasonal B2C product. In order to focus their limited internal resources on building, selling, and operating their new B2B product the company partnered with Enshored to operate their

B2C product. This product enables university professionals to apply to roles at academic institutions by compiling their application materials and requesting confidential letters of recommendation.

AS PART OF OPERATING THE B2C PRODUCT, ENSHORED EXECUTES THE FOLLOWING TASKS:

• Quality checks for file readability and formatting

• Aggregation of content from multiple data sources

• Delivery of aggregated application content to academic institutions via email or specific institution systems

• Customer outreach as issues are identified

• Customer service to answer customer inquiries via email

• Client Applications: Internal Client Custom Application, Salesforce and ZenDesk

The client was struggling to hire and train resources for their four-month peak season, where the tens of thousands in weekly applications are 6X the volume during off-peak periods. In addition, the client needed their internal resources to launch, market, and sell their B2B product to academic institutions to accelerate growth. The client partnered with Enshored to alleviate their resourcing bottleneck via the following approach:

1 Worked collaboratively with the client leadership team to build a fundamental understanding of the B2C workflow process. Created proposals to segment the workflow into separate business functions, including defining specific quality, timeliness, and productivity metrics for each.

2 Enshored began by augmenting the existing client team during the peak season. The work involved quality checks, aggregation of content, delivery of applications to academic institutions, and customer outreach if issues were identified.

3 Based on successful execution during the peak period, Enshored now operates the entire B2C workflow during both off-peak and peak periods. This includes the forecasting and flexing of resources to meet customer demand and achieve performance metrics.

4 Finally, our familiarity with the product enabled Enshored to augment the client’s customer service team to assist customers.

Enshored is managing the end-to-end B2C workflow for the client, enabling them to focus their limited resources on launching their new B2B product to academic institutions. In addition to freeing up internal resources, the following performance metrics were achieved:

• 50% reduction in service delivery errors.

• Reduced time to delivery from 3 days to 1 day

• Increased customer service availability from 8 to 16 during weekdays and from 0 to 8 hours on the weekends

• 50% reduction in delivery costs

• 25% annual growth in B2C product sales

ENGAGEMENT PROCESS THE RESULTS

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We accomplish this through on-site visits where we connect with your senior management team to understand and analyze the current state of people, process and technology. We then leverage our experience and scale across similar engagements to identify how we can best support rapid growth.  Our output from these visits will include a series of options that allow your business to move forward at a pace that best suits your situation.

Enshored’s Service Delivery and Customer Support services provide our clients with quality-driven resources to operate their proprietary business processes. Enshored augments client’s technologies with human intervention to deliver flawless customer experiences. Our Service Delivery and Customer Support solution includes:

• End-to-end workflow management

• Quality checks and content reformatting to enable service delivery

• Customer outreach and issue resolution

• Inbound and outbound customer service

• Business process reporting, e.g. performance metrics, cost of delivery

Advantages:

• Augment systems with human intervention to ensure flawless delivery and improve customer satisfaction

• Focus resources on growth opportunities with new products and markets

• Solutions are technology neutral – providing integration and support across multiple applications and systems

• Scale resources up and down throughout the calendar year to meet peak seasonal needs for activities

• Lower transaction costs

Enshored is a creative outsourcing partner to high-growth companies, globally. We help our clients tackle the challenges associated with that growth by allowing them to keep quality high, maintain profit margins and focus management attention on what is truly important to their business.

Service Delivery & Customer Support

For more information about our Service Delivery & Customer Support services or others, visit our websiteenshored.com or call 800-677-1086