Success Story
Homerr
“Doubling the team and improving customer satisfaction in a short time”
“Doubling the team and improving customer satisfaction in a short time”
Homerr is a sustainable package carrier specialized in delivering consumer packages to and from parcel points in Belgium and the Netherlands. Named one of the fastest growing companies in the Benelux in 2022 and recently acquired by Vinted.
Homerr faced a major challenge when the support team couldn't keep up with the rapid growth. Recruiting new and high-quality people was very difficult with long lead times. This resulted in slower growth and declining customer satisfaction.
At the same time, Homerr realized that Customer Service was not the only area of concern, but that there was also a shortage of sufficient capacity in several essential domains. Therefore, they also sought a way to scale up back-office activities.
CloudTeams was called in and within 3 days, the agents were trained and tested. Within a week, the team was operational and the backlogs were brought to an end.
“In the midst of the coronavirus crisis, we experienced rapid growth, which also posed challenges internally, especially because we were unable to scale up as quickly as we would liked. Additionally, at that time, we didn't have the resources to invest in recruitment, selection, and salaries.
At an event, we connected with CloudTeams and were impressed by their swift and flexible approach. They immediately understood what was important to us, and we were able to collaborate with them in a short time frame. We started with a small test of five agents, but soon realized the quality was excellent, leading us to expand to multiple departments.
CloudTeams has truly become a partner we can rely on. Communication lines are short; our head of support has daily Q&A sessions with CloudTeams, and we receive weekly reports providing a 360-degree overview of our performance.”
Director Customer Experience at Homerr
Experience the positive impact of CloudTeams. Outsourcing essential support and back office doesn't have to be complicated
After 3 months, an evaluation will follow and together we will determine whether the goals have been achieved and what is needed for the future.
From 2 dedicated agents
During the first 3 months
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