Client
Butternut Box
Sector
Customer Service Multi-channel Online Retail Subscription
Service
Contact Centre Sourcing
How to support growth, maintain high service levels and do it cost effectively.
An online fresh dog food retailer providing a premium product. Butternut Box has grown rapidly, impacted positively by the pandemic as shopping behaviours changed and subscriptions increased.
Challenge
As a result their in-house operation was becoming overwhelmed and increasing headcount would be a challenge, they needed flexibility to ramp whilst maintaining high levels of customer service at a sustainable budget.
Equally they needed a partner who could align to their culture and ways of working.
Solution
We reviewed key information to understand their needs, they had just implemented new systems so we had be clear how an outsourcer would support, additionally we:
- Reviewed staffing requirements,
- Developed a bespoke brief
- Ensured prospective partners core values were aligned
- Helped with outlining the solution and cost benefits for each location.
Outcome
Based on an equitable CCP process we provided a scoring matrix and commercial analysis templates,scheduled and hosted all necessary meetings.
Butternut Box selected one of our partners based in South Africa, we provided support as necessary and a strong partnership was quickly established and has seen additional service lines added.
Keisha Garfoot, Customer Love Manager, Butternut Box“Customer Contact Panel made us feel at ease during the whole process. Bringing on a partner in such a short amount of time felt like it should have been a stressful job but they made us feel completely at ease and the process was painless.
We’ve recommended Customer Contact Panel to many other companies going through the same process and will continue to recommend them.”
