TLDR:
Client: Graphite - Supply Management SaaS
100% of Graphite's customer support team built with Srenet
26 Team Members
5,300+ Resolved tickets a month
8,000+ Data validation requests
The Problem:
Graphite faced a common challenge in the competitive hiring market, where building a strong Customer Support team was proving to be a difficult task. Their goal was to provide prompt assistance while increasing customer satisfaction. This would result in them achieving their business goals and increase their retention.
Additionally they needed to expand their workforce globally, but weren’t sure how to do it or where to start.
The Solution:
Two weeks after meeting with the Srenet team, Graphite received quick support to interview and onboard qualified, driven and cost-effective team members. They scaled their operations timely and seamlessly, not having to compromise their quality, brand voice and service standards.
Thanks to Srenet’s exclusive talent pool and the hands-on hiring experience, Graphite built a winning customer service team in a few weeks – and bridged the gap to working with top international talent at the same time.
“Srenet listens to what I need. They have a great pre-screening process, I’m not getting candidates that aren’t qualified. I’m getting people that match my needs.”
The Result:
Today, Graphite's customer support team of 25+ people has been built entirely through Srenet, where they are producing more than 5,300+ resolved tickets each month.
Because this initial team has performed so well, they've also grown other teams through, including data analysis where they're now completing more than 8,000+ data validation requests each month.
Through Graphite's dedicated Client Success Manager from Srenet, they can count on ongoing support, performance reviews, and best practices to consistently deliver top-notch results for international team members for the specific job at hand.
"Our Srenet team members are as good or better than what we have seen domestically. I am reluctant to even extend our domestic workforce in some areas because our Srenet workforce has been so great.” -Laura Florence, Director of Customer Success
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