Case Studies / How Multilingual Customer Support Outsourcing Helped Cardo Systems Hit Every KPI

Case Study

Cardo Systems

How Multilingual Customer Support Outsourcing Helped Cardo Systems Hit Every KPI

By Meriem Bourezza, Service Delivery Manager

For eCommerce teams looking to expand geographically

Updated on August 18, 2026

How Multilingual Customer Support Outsourcing Helped Cardo Systems Hit Every KPI

Services

Support Workflows
Building a Multilingual Team
Tracking Performance
Team Scaling

About the Company

Location

US, Europe
Language

European languages

Since 2003, Cardo Systems has built communication devices for people on the move, from motorcycle riders to outdoor enthusiasts. Cardo keeps them connected to their phones, music, and each other. Today, the company's hardware ships to more than 100 countries worldwide.SupportYourApp and Cardo Systems started working together four years ago. Cardo already had a support partner for the US market. They wanted to grow into multilingual customer support outsourcing and serve both the US and Europe. Within weeks, our team was handling customer interactions by email and chat.

Cardo Systems

"I trust your agents and treat them as company employees. I'm happy with our partnership. The proof? This year we terminated our contract with another company and now we only work with SupportYourApp on all things customer support."

— Dana Hay

Head of Customer Support, Cardo Systems

Cardo Systems

Challenges

A long-term, service-focused team

Cardo wanted a support team that would stay for years, care about the work, and keep quality steady as it grew.
Faster issue resolution and higher CSAT

Response times and customer satisfaction both needed to improve alongside the team's growth.
Fast scaling for European expansion

Major direct-service launches across Europe in 2025 meant growing the team quickly, without cutting corners.

Solution

24/7 Multilingual Customer Support Outsourcing for Cardo Systems

SupportYourApp built a multilingual team to cover both the US and European markets, then focused on keeping that team efficient as it scaled. Here's what that looked like in practice.

Building a multilingual support team

Agents covering both the US and Europe by email and chat, live within weeks of kickoff.
Restructuring for balanced workload

Rebuilt the team structure so customer interactions were distributed evenly across agents.
Tracking individual agent performance

Ongoing performance tracking helped catch and resolve quality issues early.
Closing workflow gaps through feedback

Regular feedback loops kept service quality high as the team grew.
Doubling the team for European expansion

Grew the team fast in 2025 to support new direct-service launches, without lowering quality standards.

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Results

Even as the team doubled in size for European expansion, KPI performance held steady across the board.

100

Emails replied to within 2 business days

+CSAT score maintained through fast team growth

+QA score across the entire support team

In 2025, Cardo ended its contract with its other support provider and made SupportYourApp its sole partner for customer support.

Meriem Bourezza

Service Delivery Manager

Meriem manages global customer support programs and complex operations across international teams. Beyond her professional work, she pursues her passion for theater and music, writing scripts and composing original pieces.

Posted on July 12, 2026