Case Study

Achieving Customer Care Excellence with Global Support for Petcare Provider

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Overview

When a global company dedicated to pet-sitting was seeking to scale services, they turned to ContactPoint 360 (CP360) for caring service excellence to simultaneously support growth and also build trust and empathetic connections with customers. From day one, ContactPoint 360 (CP360) demonstrated value by building out key processes and introducing metrics tracking to drive end-to-end results across Voice, Live Chat, Email, and Back-Office.

Key Highlights

Beyond QA framework for CSAT improvements

Structured and standardized auditing process

Refined ticket processing status checks to enhance service quality

Staffing strategy with right-fit hiring and rightskilling

Follow-the-sun coverage

Challenges

Customer dissatisfaction affecting acquisition and retention

Lags in response time due to high ticket volumes

High operational costs with no established QA structure

Lack of quality checks

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

%

FTE savings

%

Productivity improvement

%

CSAT Increase

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