A Story on the Road to Hyper Growth: The Journey of Exponentially Scaling People
Passengers around the globe enthusiastically embraced this innovative ride-sharing service. However, the hyper growth nearly stretched the company’s internal resources and customer support to a breaking point.
Hiring and training gaps led to high turnover within the client’s customer support team that had a trickle-down effect of increased costs, poor customer response times and subsequent customer service issues. The company quickly realized that although they were an industry innovator, they didn’t have the expertise to hire, train and scale a customer support team that could meet the demands of the rapidly expanding business.
That’s when they came to us. Read the full case study here.