Marke.tel

BACKGROUND

Please describe your company and position.

I am the CEO of PBT

Describe what your company does in a single sentence.

I am the CEO of PBT, Working Together to be New Zealand's Express Freight Network we do provide the most comprehensive range of freight services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Marke.tel to accomplish?

• To expand front-line coverage, smooth volume peaks, and increase speed/accuracy for order creation, POD/claims handling, and basic PBTOne L1 issues - without increasing headcount.

SOLUTION

How did you find Marke.tel?

Online Search

Why did you select Marke.tel over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Marke.tel were assigned to this project?

6-10 Employees

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

Front Office (10 FTE): 8x customer support (voice/chat/email), 2x L1 technical support.

Back Office (11 FTE): 6x order processing, 3x data entry, 2x data labeling/QA.

Deliverables: NZT shift coverage, SOPs/playbooks, ticket/order handling, POD/claims preparation, address validation, VBS/container status updates, and L1 troubleshooting with escalation to L2.

RESULTS & FEEDBACK

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

First-response time (email/chat): decreased by about 60%.

CSAT: increased from about 4.2 to 4.7 (out of 5).

Order entry accuracy: stayed at no less than 99.4%; rework decreased by about 40%.

Claims/POD cycle time: decreased by roughly half.

Backlog (email/cases): decreased by 70% in peak weeks.

Live-chat pickup within 60 seconds: at least 90% during staffed hours.

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

Timely and organized: one TL for Back Office and one for Front Office as the single points of contact for the two streams, weekly check-ins, shared dashboards, clear SLAs, and fast escalations to L2. Phased ramp-up to 21 FTE within a few weeks with no service gaps.

What was your primary form of communication with Marke.tel?

• Virtual Meeting
• Email or Messaging App

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

I was impressed with their ramp-up speed, stable quality under load, and reliable coverage. (they covered rotations with their own buffer staff - no gaps).

Are there any areas for improvement or something Marke.tel could have done differently?

We recommend adding backup Team Leads for emergencies to ensure seamless communication and continuity.