Faster Response Times & Scalability: How We Transformed Support for Flibco

GOAL: 

As a European airport shuttle service, Flibco, expanded and their customer base grew, they needed to enhance support coverage and manage irregular inquiry volumes effectively.

OUTCOME:

• 24/7 coverage: no missed inquiries
• Improved customer experience: faster responses, consistent service, and higher satisfaction
• Scalability: easy adjustments to peak seasons and quieter periods

When Flibco approached SupportYourApp, they were looking for a reliable 24/7 transportation customer service with a bilingual support solution in English and French. Their goal was to improve coverage while ensuring flexibility in handling fluctuating workloads.

Through a strategic partnership, we helped Flibco build a scalable support system that optimized costs and improved the overall transportation customer experience.

THE CHALLENGE: Achieving 24/7 Flexibility and Scalability

Flibco partnered with SupportYourApp at a crucial stage of their expansion. With an increasing number of travelers using their shuttle services, they faced several challenges:

THE SOLUTION: A Tailored Support Strategy

To address these challenges, we implemented a phased approach, starting with a mixed support team and evolving into a fully dedicated model.

Mixed Support Team for Initial Flexibility

We began by assembling a team of dedicated and shared agents. This setup provided Flibco with round-the-clock transportation customer service outsourcing without inflating costs, ensuring that inquiries were resolved promptly during both peak and off-peak hours.

Workload Analysis and Strategic Transition

As Flibco expanded and their customer base grew, we conducted a comprehensive workload analysis. The data revealed an increase in inquiries, especially leading into the holiday season when travel demand was highest.

Based on these insights, we recommended transitioning to a fully dedicated support team. Over the course of two months, we worked closely with Flibco to implement this transition smoothly, ensuring the team was ready to handle the surge in transportation customer service before the peak travel season.

Multilingual Expertise and Cost Efficiency

By providing bilingual support in English and French, we addressed Flibco’s need to serve a diverse customer base effectively. At the same time, our flexible team structure allowed our client to optimize costs by aligning support resources with real-time demand.

THE RESULTS: Exceptional Customer Support and Scalability

Our tailored approach delivered measurable results for Flibco:

With SupportYourApp’s expertise, our client successfully transitioned to a scalable, cost-effective 24/7 bilingual support system, reinforcing their commitment to exceptional customer care and paving the way for future growth.

Conclusion

This partnership thrived thanks to a customized approach, seamless collaboration, and the ability to respond to Flibco’s evolving requirements for customer service in transportation. By starting with a flexible support structure and smoothly transitioning to a dedicated team, SupportYourApp not only solved immediate issues but also created a scalable system for our client’s future growth.

With customer support fully covered, Flibco could concentrate on expanding its core service of reliable airport shuttles, confident that their passengers received round-the-clock bilingual assistance. Through strategic planning, multilingual expertise, and a focus on adaptability, SupportYourApp delivered a sustainable, efficient solution that met the demands of a rapidly growing business.

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