Riding off industry growth, our client is transforming the way
goods move within cities by enabling anyone to have
anything - notably restaurant favorites - delivered on-demand.
Their revolutionary platform connects
customers with local couriers,
who can deliver everything from
batteries to a complete meal for a
crowd – with minimal wait time.
The problem? As the company grew, so did the demand for high-quality customer service.
$17 billion
$24 billion
Good. Because the market for online food delivery is set to grow from nearly in 2018 to more than in 2023,
according to Statista.
Ultimately, this had a direct revenue impact on the company and drove low CSAT scores.
It was also difficult to manage
non-peak performance.
Non-urgent inquiries, like
after
payment, , and such as utensils, did not receive the same resolution sensitivity. Requests were severely backlogged.
changing a credit card
explaining a delivery fee
reporting minor missing items
To tackle workforce and issues, TaskUs studied historical data and translated this to actionable resolutions to
volume
optimize peak and non-peak efficiency.
THE RESULTS
This efficiency positioned us to be agile to real-time volume,
and to continue to scale as our clients’ business grows.
TaskUs hosted weekly meetings to review assumptions, handle times,
productivity, and SLAs by ticket type and volume.
A process map was created to drive out scheduling inefficiencies.
A powerful workforce management tool was implemented to schedule teammates at optimal intervals.
A full-time analyst also sat on the production floor to monitor delivery performance.
All of this fed our
predictive forecasting model.
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How To Deliver Donuts & Burgers Efficiently ...
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TaskUs drove the cost per call down by 40% in just 45 days.
72% of handle time was reduced through the development of training materials.
10% increase in orders placed within 90 days.
1.6 point increase in average star ratings from diners, driving up the overall CSAT score
40% decrease in cost per call, from
$.90 to $.54
72% decrease in handle time from 430 seconds to 120 seconds (18% lower handle time than SLA)
TAP EACH ICONS
Good. Because the market for online food delivery is set to grow from nearly in 2018 to more than in 2023,
according to Statista.
$17 billion
$24 billion
Here's a story of our customer who is driving the food delivery market.
THE RESULTS
THE RESULTS
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