Pontica Solutions

BACKGROUND

Please describe your company and position.

I am the Former HR Manager of a transportation company

Describe what your company does in a single sentence.

Our company provides private and shared airport transfers from Geneva Airport to various ski resorts in the French, Swiss, and Italian Alps.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pontica Solutions to accomplish?

• To assist our call centre team

SOLUTION

How did you find Pontica Solutions?

Referral

Why did you select Pontica Solutions over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Pontica Solutions were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work for Pontica, as an outsourced call center partner for our company during the busy winter period, encompassed the provision of comprehensive customer support services via both email and telephone channels. Pontica's agents were responsible for directly interacting with our customers to address inquiries, resolve issues, and facilitate a positive customer experience related to their airport transfer services.

Summary of Key Deliverables:

• Efficient and Professional Handling of Customer Inquiries via Phone: Providing timely and helpful responses to all phone-based customer contacts.
• Effective and Clear Customer Communication via Email: Delivering accurate and comprehensive information through written correspondence.
• Accurate Booking Management and Modifications: Assisting customers with new bookings and changes to existing reservations.
• Timely Resolution of Customer Issues and Complaints: Addressing and resolving customer concerns in accordance with our guidelines.
• Adherence to Agreed-Upon Service Levels (SLAs): Meeting the performance targets defined in the outsourcing contract.
• Regular Performance Reporting: Providing us with insights into call center activity and performance metrics.
• A Positive Customer Experience: Contributing to overall customer satisfaction with our services during the busy winter period.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable outcomes demonstrating progress and success included a reduction in call wait times, a decrease in the number of calls received, and maintained (or improved) call quality as assessed through call recordings.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was characterized by on-time delivery and a high degree of responsiveness to our needs. Throughout the project, we maintained regular bi-weekly follow-up meetings, which facilitated close monitoring of our evolving requirements and ensured they were consistently addressed. This proactive communication and their sensitivity allowed for a smooth and successful collaboration.

What was your primary form of communication with Pontica Solutions?

Virtual Meeting

What did you find most impressive or unique about this company?

Their personal approach and flexibility.

Are there any areas for improvement or something Pontica Solutions could have done differently?

No, not at the moment. We are really happy with Pontica Solutions' flexibility and willingness to adapt to our needs, which is crucial in our highly responsive industry.

BACKGROUND

Please describe your company and your position there.

Stuart is a leading last mile delivery platform that connects small and big businesses to a fleet of geolocalised couriers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pontica Solutions JS?

Pontica solutions is managing 100% of our customer service operations, taking charge of the relationship with our customers and couriers while monitoring millions of orders per month.

SOLUTION

How did you select this vendor and what were the deciding factors?

Stuart's Vendor Manager moved to Bulgaria to do an extensive search, connecting with the largest operators in Europe. Pontica is a start-up, like Stuart, that culturally adapts to our needs. Pontica surpassed big players due to its flexibility and competitiveness in a dynamic environment, as logistics.

Pontica was selected in March 2020 as a backup team to face the challenges from the then recently announced global pandemic crisis of Covid-19. In less than 4 months and with a growth of 400%, Pontica managed to outperform Stuart's main vendor. Therefore, Stuart decided in September 2020 to move 100% of its operations to Pontica.

Describe the project in detail and walk through the stages of the project.

Stuart is a B2B delivery platform that connects businesses with couriers. Customer support handlas all incidents from Clients and Couriers as well as live monitoring and administrative work. Pontica Solutions is Stuart's main and only provider since 2020 and supports six countries and different areas:

• Client Support: Stuart supports the user of its platform in all the stages of the delivery process
• Driver Support: Stuart is the main point of contact for couriers dealing with simple requests, serious incidents, onboarding and payments.
• Live operations: Dedicated teams monitor daily thousands of packages ensuring deliveries in less than one hour
• Administration: Centralized and secured functions dealing with complex requests.

Through 2022, Stuart will extend its coverage to areas such as talent acquisition, IT support, and B2C customer support.

How many resources from the vendor's team worked with you, and what were their positions?

During the first four months of our relationship, we grew from 0 to 100 customer support employees, supported by a supervisor per team and a global manager. In 2021, we stabilized our operation by implementing Team Managers per language (1:50), Account Managers (1:100), Quality Specialists (1:40), and Training Teams (1:100) to support and manage its +300 employees.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Since Stuart has outsourced its customer services to Pontica in 2020, the customer satisfaction has increased from 62% (2019) to 69% in 2021. Over the same period, the courier satisfaction has increased from 75% to 81%. We have reduced 30% of our overall cost by outsourcing our services to Pontica and externalizing the operations.

How effective was the workflow between your team and theirs?

Contact with Decision Makers helps Stuart to refine its strategy and increase opportunities for two-way partnerships.

What did you find most impressive or unique about this company?

• Their operational effectiveness and flexibility have been impressive. They focus on clients’ business goals first and KR alignment
• Vision for the future adapting to Stuart's needs and growing together

Are there any areas for improvement or something they could have done differently?

Stuart is recognising the need for more proactivity in supporting QA & software solutions. Given Pontica's size and capabilities, extending quickly to new territories could be a challenge for the actual structure.

BACKGROUND

Please describe your company and position.

I am a Department Head at Qonto

Describe what your company does in a single sentence.

Qonto is a financial services company operating in EMEA.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pontica Solutions to accomplish?

• Source profiles quickly
• Scale

SOLUTION

How did you find Pontica Solutions?

Referral

Why did you select Pontica Solutions over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Pontica Solutions were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Several Customer Management assignment:

• Onboarding: project management to train customer and push feature adoption
• CSM: maximise retention & upsell among customers
• Support: process customer tickets in an efficient & qualitative manner

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Profiles sourced quickly, allowing to absorb a fast-increasing customer base
• High CSAT (from 80% to 90%+ once staffed through Pontica)

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes

What was your primary form of communication with Pontica Solutions?

Virtual Meeting

What did you find most impressive or unique about this company?

They have strong account management and important alignment with our needs and priorities

Are there any areas for improvement or something Pontica Solutions could have done differently?

No