Case Study
Technology Industry
How we helped a tech company scale to global impact.
CLIENT OVERVIEW
Our client is a leading platform for connecting individuals looking for household services with top-quality, pre-screened independent service professionals. From home cleaning to handyman services, this client instantly matches thousands of customers every week with top-rated professionals in cities all around the world. They’re known for their seamless 60-second booking process and secure payment, backed by their signature Happiness Guarantee.
CHALLENGE
Our client’s original process involved their listed professionals providing an in-person quote to potential customers. Due to the ease and affordability of services offered, they were faced with the challenge of scaling to meet exceptionally high demand. The increased demand made their traditional model untenable and necessitated a team that could improve productivity, quality, and sales support.
SOLUTIONS
ROI CX Solutions proposed the implementation of a direct training program that would last up to two weeks and have a fully dedicated quality management program. This training and quality management program would sustain a headcount of up to 40 agents, who were empowered to continue development and promote exceptional performance and behaviors.
RESULTS
Upon implementing the training and quality management program, ROI CX Solutions was able to field an exceptional team in less than the six-week target window that was set by the client. This team has been able to sustain a sales-per-hour rate of .75. Additionally, ROI continues to improve the training curriculum through constructive feedback that is implemented both internally and in partnership with the client.
In our years of partnership, our client’s scope and reach have grown to a national-level footprint. With this growth in services, the ROI CX Solutions team has also grown.
CLIENT QUOTE
The platform’s rapid growth was creating challenges for our business, and we needed a solution to help us scale our services while maintaining high-quality standards. ROI CX Solutions provided us with a comprehensive training program that empowered our agents to deliver exceptional performance, ultimately helping us to connect thousands of customers with top-rated professionals worldwide. The ROI team has been instrumental in our success, and we look forward to continuing our partnership as we expand our services even further.