Market analysis
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How North Trampoline improved processes and scalability in 9 markets by outsourcing their customer service.
NORTH TRAMPOLINE
CASE AND RESULTS
In 2020, North Trampoline outsourced their Norwegian customer service due to a surge in demand. The partnership proved successful, resulting in excellent service and cost-efficiency. As a result, North Trampoline asked us to handle customer service for all their webshops, including their home market. We also handle orders, claims, and other back-office tasks for the North Trampoline team.
By outsourcing customer service to MakesYouLocal, they, among other things, became more adaptable and capable of handling large differences in volume depending on the seasons without having to worry about personnel. Other results include:
Complete scalability
achieved through customer service outsourcing
25%
shorter order handling time through process improvements
50%
less customer service conversations needed per order
COMPLETE SCALABILITY
When North Trampoline decided to outsource their Norwegian customer service to MakesYouLocal, they found how outsourcing that part of their business removed a scalability problem they had. Now they did not have to consider hiring or terminating customer service employees when orders surged in the spring, as that would be managed elsewhere.
The success in Norway led to an expanded partnership, with MakesYouLocal taking over customer service for all North Trampoline webshops, including their home market. This move was strategic, allowing North Trampoline to focus on their core business activities while MakesYouLocal managed customer interactions across 9 markets and 6 languages. The ability of MakesYouLocal to adapt to seasonal peaks and provide consistent, high-quality service across different languages and cultural contexts was key to ensuring that North Trampoline could scale up their operations without the added burden of managing an increasingly complex customer service network. This collaboration highlights the importance of choosing the right outsourcing partner to ensure scalability in international markets.
25% DECREASE IN ORDER HANDLING TIME AND BACK-OFFICE TASKS
The collaboration between North Trampoline and MakesYouLocal has led to streamlined processes that significantly reduced order handling time and other back-office tasks for North Trampoline. This efficiency is a result of cooperation between our e-commerce specialists and the team at North Trampoline. The MakesYouLocal teams now handle a range of back-office tasks, including order processing, seamless claim management, refunds, and returns, contributing to a more efficient and responsive operational setup that benefit the end customers.
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50% LESS CONVERSATIONS NEEDED
A key achievement of the partnership has been the drastic reduction of customer inquiries by over 50%. This reduction is attributed to the data-driven collaboration between North Trampoline and MakesYouLocal. By effectively managing customer service inquiries through native-speaking customer service teams across phone, email, and chat, and adhering to North Trampoline's tone of voice, the partnership has not only enhanced customer experience but also significantly reduced the volume of customer interactions. Taking learnings from customer services and using them to identify room for improvement in the processes, has ensured that less and less customers need to speak with an agent to get an answer to their question or to fix their problem. This efficiency allows North Trampoline to focus more on their core business activities while maintaining high customer satisfaction.
