Redefining the way Outsourcing works

On Demand Service Company

Company

A San Francisco based, venture-funded startup that powers a nationwide network of service providers to deliver best-in-class, in-home services such as appliance repair, TV installation, mobile device repair and more.

Founded in the year 2015 and has raised funding from Sequoia Capital, Temasek, Red Dot Capital, Viola, Samsung Next, and others. Proud to be named one of LinkedIn’s top 50 start-ups in 2018.

Source: Crunchbase

History

From the start-up’s beginning roots, they started with a few agents doing mainly: Inbound Tier 1 Customer Service calls and Inbound Sales Calls – all of which were simply forwarded to the US Managers.

The initial focus was phone and tablet repairs. As they grew and changed their name, they added more in home services namely, TV, Antenna and Smart Home device Installations.

As their funding increased, they added Garage Door Repair and Appliance Repairs. In 2019, they have switched their focus to Appliance Repairs and TV installations.

The company grew greatly and as they increase in their marketing spend, wider services and bigger market expansion in the US, they needed more agents and needed the call center to handle more tasks:

Inbound Support

Outbound Support

Chat Support

Sales Calls

Email Support

Text Support

Customer Retention

Guarantee

Refunds

Escalations

Upselling Memberships

Social Media Reputation Management

Process Booking for Customers

Appointment Updates

Collections

Data Entry

Results

Technodream is able to save thousands of dollars for this start-up company because of the efficiency of the agents meeting the set KPIs and targets with an increase of 1000% in inbound calls in a 4-year period and 200% increase in tasks per agent to handle.

Technodream was able to provide multitasking and flexible Agents through rigorous training with the retention rate of 90% per year.

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INCREASE IN INBOUND CALLS IN A 4-YEAR PERIOD
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INCREASE IN INBOUND CALLS IN A 4-YEAR PERIOD
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RETENTION RATE PER YEAR

Team

As the company was new to the BPO industry, with Technodream’s experience, it was able to assist in creating an organizational structure for them to support the company’s growth.

As the support team in the Call Center grew, Technodream recommended the addition of a Team Manager and 8 supervisors to cover their 24 hour operating hours.

This would ensure real time coaching, material updating, and tasks monitoring to achieve and ensure quality on tasks to hit and succeed in goals set in a daily and hourly basis.

The daily operation of the call center is highly fast paced with processes regularly updated/changed.

Technodream’s Team Managers also perform analysis of the work volume and give recommendations regularly to HQ.

Recommendations normally include:

1. Database improvement for customer support team, technicians and customers.

2. Streamlining processes relating to customers and technician interactions.

3. Data Forecasting for when and where manpower is needed.

With Technodream, the company is able to deliver excellent customer and technician experience,
taking care of their partnerships and multiple verticals.