How a Restaurant POS Software Company Enhanced Customer Support and Saved $6,500 Monthly
A FemTech startup specializing in pelvic health devices sought to expand its market presence in the United States and Japan. The founder, who had successfully built a sales network with Walmart, faced increasing operational demands and needed support to:
- Drive partnerships and increase sales.
- Manage customer inquiries effectively.
- Expand market presence in the United States while focusing personally on Japan’s expansion efforts.
Understanding Client Requirement
The Restaurant POS software company faced increasing customer demand and required extended support hours to meet client expectations. Their in-house team struggled to cater to on-demand support during non-business hours, leading to delayed response times, customer dissatisfaction, and work overload.
To address these challenges, the company sought to hire experienced technical customer support executives who could quickly adapt to their operations and provide seamless support. They needed the team in place within a week, with the flexibility to replace underperforming staff if necessary.
Streamlined Recruitment Process
withRemote.ai’s technical talent acquisition team initiated the recruitment process by understanding the client’s specific needs. The criteria included:
Prior hands-on customer support experience with US-based clients.
Proficiency in language and communication.
Strong problem-solving skills and relevant technical expertise.
The team sourced over 1,424 applicants through an internal database, LinkedIn, and Indeed. After a rigorous screening process, 15 candidates were shortlisted for client interviews. The client ultimately onboarded two candidates who were dedicated full-time to their account.
Efficient Remote Team Management
To ensure seamless operations, withRemote.ai implemented a robust management structure:
Dedicated Project Manager. Assigned to oversee the performance and deliverables of the support executives.
Advanced Tools. Utilized a ticketing system and Insightful, a productivity management tool, to monitor working hours and availability.
Structured Shifts. Support was extended to cover 5 PM to 11 PM MST on weekdays and 10 AM to 11 PM MST on weekends, ensuring comprehensive coverage.
Regular Communication.
- Daily stand-up calls with the client.
- Weekly review meetings with withRemote.ai management to address concerns.
- End-of-day updates from the team to the client.
Results and Impact
To ensure seamless integration and optimal performance, withRemote.ai established a robust management structure:
Reduced Response Time: The response time was cut down to 1-2 minutes, leading to improved customer satisfaction and faster issue resolution.
Monthly Cost Savings: By leveraging a remote support team, the client saved approximately $6,500 per month, benefiting from reduced costs in:
- Office space and utilities.
- HR management overhead.
- Talent acquisition and retention.
Improved Operational Efficiency: The remote team seamlessly integrated into the company’s workflow, allowing internal resources to focus on core operations and reducing the burden on the in-house team.
Recruitment Process
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Steps | Process-Flow | No. of Candidates | Sources / Method |
|---|---|---|---|
1 | Total Candidate Sourced Pool | 1424 | Internal Database pool withRemote, LinkedIn & Indeed Search |
2 | Initial Screening | 1282 | Extensive search based on client’s requirements. |
3 | Resume Evaluation & Internal Round Interview | 746 | Phone call screening & Google Meet Interviews |
4 | Shortlisted Candidates sent to Client | 15 | Shared Curated list via spreadsheet and Resume uploaded in drive |
5 | Client Interview | 12 | Conducted in-depth interviews of candidate. |
6 | Candidate Finalization and Onboarding | 2 | Reviewed documents, completed background verification, issued offer letter, and successfully helped the client to onboard remotely, ensuring a smooth transition and alignment with the client’s goals. |
Conclusion
The strategic decision to onboard a managed remote team enabled the Restaurant POS software company to enhance their customer support services while achieving substantial cost savings. By partnering with withRemote.ai, they successfully met client demands, extended support hours, and streamlined their operations, ensuring long-term success.
