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.

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