In today’s world, where smooth customer experience can make or break any company, a growing startup (hereafter “the Company”) in the photography industry approached us with a unique challenge. Here’s what they wanted to achieve:
GOAL:
Scale effectively by optimizing their processes and outsourcing multiple operations to a dedicated team.
OUTCOME:
- 68% increase in ticket resolution rate
- 46% faster resolution times
The Challenge: Enhance Customer Experience and Organize Workflow
The Company knew we’d had extensive experience in managing call center projects for startups. So, they approached us with the following challenge — to operate the cold-calling call center across three regions: Germany, the US, and Spain. After we established the regional outreach, the Company wanted us to focus on new tasks:
The Solution: From Handling Calls to Building a Multi-Team Outsourcing Model of 5 Sub-Divisions
Solving the Initial Challenge
We started our cooperation with the Company by setting up a call center with three sub-teams dedicated to different regions: Germany, Spain, and the US.
These teams were focused on cold calling restaurants, offering professional photography. One of our initiatives was to create a special script to greet the callers, as well as custom answering scripts.
Key Elements of the Solution
- CRM Implementation. We implemented CRM, which allowed progress tracking and efficient task management. It also helped with analyzing frequent issues and requests, using data to enhance customer experience.
- AI Implementation. By integrating AI with human agents, we achieved a higher ticket resolution rate and customer satisfaction score. We implemented virtual AI assistants, who answered frequently asked questions, sorted and categorized customers’ queries, and collected data for further analysis.
- Custom Landing Page Integration. We developed a landing page, eliminating manual form submissions and automating key processes. This solution replaced the usual form for sending requests, which speeded up processing time and increased user loyalty.
- Scalability. As the project expanded, we hired additional team members to handle the growing volume of US calls.
Expanded Team Structure
As the Company grew, so did our involvement. In addition to call center, we created 4 extra teams over the past year, including:
- A customer support team handling chat and ticket support.
- A production team responsible for coordinating assignments.
- A community team focusing on onboarding and increasing their engagement with the platform.
- A management team focusing on customer satisfaction.
The Result: Achieving Growth With High KPIs
- After just a few months of collaboration, we set ambitious KPIs for the call center teams, targeting 100 calls per day.
- Despite the manual work involved, the teams exceeded expectations, adapting to new CRM systems and high workloads.
- The production team went from handling just 30–40 tickets per day to 300–400, reflecting the efficiency and adaptability of the outsourced teams.
Ongoing Collaboration
Our partnership evolved beyond the initial call center project. The Company’s preference for outsourcing key processes allowed us to continue building specialized teams to address community frustrations and improve overall satisfaction. The success of this approach enabled the Company to focus on growth, while we handled critical operational support. Today, the teams we created continue to support the Company’s rapid expansion.
Conclusion
This case study demonstrates how outsourcing startup support services can help companies scale efficiently, especially when internal resources are limited. By partnering with SupportYourApp, the Company expanded their operations, improved workflows, and delivered high-quality service to their customers without sacrificing growth. Our flexible approach and focus on scalability continue to drive their success.
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With over 10 years of experience crafting engaging and impactful content for brands, media, and social media, Iuliia is dedicated to creating human-centered stories that foster meaningful connections with customers and build recognizable brands. Her unique ability to translate various topics for different audiences sets her apart as a skilled storyteller.
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