Ecommerce case study - keeping lawn care products subscribers happy

In this case study, we examine a lawn care subscription provider, and how we developed a solution to improve volume organization and process.

Featuring:

• Key improvements on ticket handling, agent availability and response time.
• An inside look at our lawn care client challenges.
• An overview of our customized solution approach.

Company details:

• Industry: ecommerce
• Location: United States
• Company size: 20 - 50
• Year founded: 2019
• Mission: make lawn maintenance easy, sustainable, and eco-friendly for all.

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The challenge

Peak season ticket management

Every company has its busy times, and peak season was no exception for this ecommerce company. Customer care lines and tickets were clogging up because of it, causing their staff tremendous difficulty in managing bulk tickets for new orders, especially during the months of February through May.

Current personnel were not sufficient anymore. They needed to hire more people, but they didn’t have the resources.

The solution

Hire a dedicated, qualified support team

With SupportNinja’s support, qualified and well-suited agents were identified and hired. Today, SupportNinja agents are able to map customer lawns, calculate the amount of product needed to maintain their lawn and seamlessly place an order on their behalf.

Additionally, a seasonal ramp was established to handle the massive number of tickets during their peak season. With a ticket management team that can help them scale during high seasons, they are now able to manage and respond to their clients promptly and effectively.

The result

Volume organization and process improvement

• Ticket handling
  All incoming tickets are being handled in an efficient manner.
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• Agents available
  Adequate amount of agents are now available to handle the workload.
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• Response time
  Average time to respond dropped by 40%, even with a 77% ticket volume increase.