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Case Study

Helping a US Flower and Gifts Retailer Weather the Winds of Change

Relia group's Work-at-home solution contributes to preventing the tough situation of the COVDI-19. Even in the lockdown period, our blended WAH/WFS solutions are able to continue providing agents' resources to our clients.

Challenge

With businesses the world over coping with changes wrought by COVID-19 — lockdowns, transport shutdowns, and more — our client, a US flowers-and-gifts industry leader, still had to handle their yearly ramp-up, needing to increase operations by 7x while satisfying their signature high quality and customer service standards, along with government requirements and staff safety concerns.

Solutions

We devised a blended WAH/WFS (Work At Home/Work From Site) system, managing the transition by:
  • arranging the required infrastructure to enable agents to work at home, including laptops, high-functioning network environments, and meticulous security measures
  • providing nearby accommodations for WFS agents, as well as safe, exclusive transportation to and from our painstakingly-sanitized, socially-distanced sites
  • deploying a fully-online hiring process to amass the large volume of talents for the peak period
  • supplying virtual training and round-the-clock support for agents both remote and onsite

Results

  • We successfully transitioned 75% of our operations to complete WAH capability.
  • We still accomplished all core KPIs in terms of both sales index and customer satisfaction.
  • We achieved #1 answering rate status, among all the client's partner vendors.
  • We were able to ensure our personnel's utmost safety and motivation, even in the crisis.

Related companies

Altius Inspiro, Inc. / Altius Infocom, Inc.
Altius Inspiro, Inc.
We mainly provide CRM service for North America and the Philippines by Altius Inspiro, Inc. and Altius Infocom, Inc. in the Philippines. We also provide support in Spanish at the Nicaragua site as well.

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