Setting up a digital operations team to meet huge demand
A global specialist in shoppable marketing solutions, founded to connect content to commerce and provide brands with a frictionless online equivalent to in-store impulse purchases.
Due to COVID, our client had a massive increase in demand, more than their internal team could cater for. In a fast-growing market, they needed to rapidly hire a substantial team, to train them to operate their system and code the setup of thousands of e-commerce campaigns.
Our goal was to help them scale and operationalise their processes – in particular establishing really effective quality and performance metrics.
CAMPAIGNS SET UP
IMPROVEMENT IN RESPONSE TIME
The main key success point of this project was to have a very good team in South America which were able to fit really well with the European working culture, helping our client business to grow during the challenge of the COVID period and also with high-quality work and results, satisfying both the client and its largest global accounts.
Our team had set up well over 22,000 campaigns for markets in Europe, Latin America and the USA in 8 months.
Through a detailed focus on efficiency, a 2.5x improvement in response time has been achieved.
In 2 weeks, we recruited and set up two bespoke teams in Córdoba, Argentina, with excellent English, Spanish and Italian language capabilities and the required digital skills.
This provided the additional capacity to serve large campaigns to their biggest customers and worldwide campaigns. In addition, we applied our process engineering expertise to ensure quality and to continuously improve efficiency.