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How North Trampoline improved processes and scalability in 9 markets
Trampolines sell in spring. That is good for sales but can be hard for operations. North Trampoline needed someone who could follow that wave. We helped them scale, and now we handle their customer service setup in every language, across every market.
Spring rush with
nine markets to cover
Trampolines are not a simple product to sell or support. Customers often have questions about assembly, safety, compatibility and spare parts. In nine markets, across six languages, where it takes a little more than what you can put in your FAQ.
On top of that, for North Trampoline spring brings in many orders that put pressure on the whole operation. Not just on customer contact, but on everything behind it: processing orders, handling claims, managing refunds and returns.
At some point, you have to stop and look at what the feedback is actually telling you - from customers and from your own team. When everything moves too fast, quality suffers across the board.
A team that sounds like your team
We took over customer service for all North Trampoline webshops as a fully managed solution - phone, email, and chat, across 9 markets and 6 languages.
Every market is covered by native speaking specialists who know the product - and has even assembled the products themself. Their value is not just track a delivery, but explain assembly steps, handle a warranty claim, or work through a return without it bouncing back and forth.
The back-office side is part of it too. Our team processes orders, handles refunds and returns. That meant North Trampoline's own team could stop spending half their day on manual tasks.
Order handling time dropped by 25%. And because customers were getting clearer answers and fewer things went wrong in the first place, the volume of customer conversations fell by 50% per order. Less noise and more quality - both for the customers and for the team.
Does any of this sound familiar?
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