Backoffice Pro Enhances Medication Retailer's Support System, Achieving 40% Cost Reduction

The Brief

• Client Profile: A leading online medication retailer known for its extensive range of pharmaceuticals and healthcare products, serving a global customer base.
• Industry Domain: E-Commerce in Pharmaceuticals
• Challenge Faced: The client needed help managing a high volume of customer emails and phone calls, leading to dissatisfaction and increased operational costs. Their existing support system could have been more efficient, causing long response times and high call abandonment rates.
• Project Objective: The objective was to overhaul the customer support operations to handle high volumes efficiently, reduce response times, and cut operational costs. The client aimed to enhance customer satisfaction and focus on business expansion by implementing an adequate support system.

The Solution

Backoffice Pro implemented a comprehensive solution to the client’s customer support challenges. The strategy involved establishing a robust support system and optimizing operations. Key components included:

• Expert Team: Assembled a skilled team to manage high volumes of customer emails, significantly reducing response times and improving satisfaction.
• Outsourced Call Center: Introduced an outsourced inbound call center to handle customer calls efficiently, which led to a notable decrease in call abandonment rates.
• Operational Efficiency: Streamlined processes to enhance productivity, reduce turnaround times, and achieve a 40% reduction in operating costs.

The Outcome

The strategic implementation substantially improved the client’s customer support operations. Key results included:

• Cost Reduction: A 32% reduction per qualified lead, enhancing overall cost efficiency.
• Increased Sales Conversion: Increased the sales conversion rate by 7%, leading to higher revenue.
• Quarterly Growth: The client attained a 13% growth rate in the first quarter, transforming it into an industry leader.