Y-CON BPS

BACKGROUND

Please describe your company and position.

I am the Project Lead of Dansa Polyurethane Industry SAS. 

Describe what your company does in a single sentence.

We offer high-quality memory foam pillows and mattresses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Y-CON BPS to accomplish?

• Improve interactions
• Promote to new customers
• Assist and manage claims
• Improve Sales

SOLUTION

How did you find Y-CON BPS?

• Online Search
• Referral

Why did you select Y-CON BPS over others?

• Close to my geographic location
• Great culture fit
• Company values aligned

How many teammates from Y-CON BPS were assigned to this project?

20

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

To enhance the quality of post-sale service, increase virtual sales conversions, and improve overall customer satisfaction through smart outsourcing solutions.

Customer Interaction Management

Provided real-time assistance through chat and phone to guide users through the virtual sales process.
Resolved common customer inquiries related to product specifications, shipping, and payment.
Virtual Sales Optimization

Implemented human support at key points of the online shopping journey.
Monitored cart abandonment and re-engaged potential buyers with personalized follow-up.
Post-Sale Support and Quality Control

Coordinated delivery confirmations and ensured product reception met client expectations.
Recorded and escalated incidents related to damaged or incomplete deliveries.
Reporting and Performance Monitoring

Delivered weekly reports on sales conversions, customer satisfaction (CSAT), response times, and resolution rates.
Tracked abandoned carts and implemented targeted interventions.
 
Real-time customer support (chat and phone)
Abandoned cart recovery campaigns
Weekly performance reports (CSAT, NPS, conversions)
Quality assurance checklists for deliveries
Support scripts and process documentation
End-of-project summary report with metrics and insights

RESULTS & FEEDBACK

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

Order accuracy: 98%

Conversion Rate Increase:
Improved from 12% to 28%, reflecting a significant rise in completed purchases through the virtual store.
Abandoned Cart Reduction:
Dropped by 40% after implementing real-time human assistance and follow-up protocols.
Customer Satisfaction Score (CSAT):
Rose from 4.1 to 4.8 out of 5, indicating a higher quality of service and overall experience.
Order Accuracy Rate:
Improved to 98%, ensuring customers received their orders as expected, with fewer delivery issues.
Average Response Time:
Reduced from 12 minutes to 3 minutes, leading to faster and more efficient support interactions.
Repeat Purchase Rate:
Increased by 35%, signaling improved customer trust and brand loyalty.
Net Promoter Score (NPS):
Increased from +24 to +52, showing strong customer willingness to recommend the brand.
Complaint Rate Reduction:
Decreased by 60%, reflecting better coordination in logistics and after-sales service.

CSAT: 4.8/5

Conversion rate: 28%

Abandoned cart drop: 40%

AHT: 3 min

NPS: +52

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

The project was managed with a high level of professionalism and structure. The team at Y-CON BPS consistently delivered all agreed-upon items on time, maintaining clear timelines and regular progress updates. They were highly responsive to our evolving needs, adapting quickly to operational feedback and implementing improvements without delay. Weekly performance reports, real-time communication, and proactive issue resolution contributed to a smooth and efficient collaboration.
The service quality was excellent, with well-trained staff and strong supervision. A slight deduction reflects occasional need for minor adjustments during the onboarding phase. The experience was exceptional. Communication was smooth, the team was proactive, and results were clearly visible in our customer satisfaction and sales metrics.

What was your primary form of communication with Y-CON BPS?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most was the caliber of talent provided—university and SENA students who not only demonstrated strong academic backgrounds but also applied their knowledge directly and effectively to our operational needs. Their ability to quickly adapt, contribute ideas, and deliver measurable results made the collaboration truly stand out.

Are there any areas for improvement or something Y-CON BPS could have done differently?

While the overall experience was highly positive, one potential area for improvement could be expanding support coverage during peak hours to further reduce wait times. Additionally, offering more proactive insights or strategic suggestions based on customer behavior data could add even more value to future projects.