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Cases: №1 Cases: №1

Case studies

See how Simply Contact helped industry leaders and startups transform their customer care, improve the quality of customer service, and increase cost efficiency along the way.

Online Banking Platform

24/7 service
3 service languages
18 agents on the project
1000 processed applications per day
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Our partnership has provided us with a valuable opportunity to engage deeply in the fintech sector, serving diverse clients across Europe and beyond. We do more than customer support; our expertise in document verification ensures accurate, secure services. We’ve really valued and enjoyed working with this company, and we’re excited to keep growing with them and other fintech clients.

Anna Mateusheva
Project Manager at Simply Contact

Airportr

Task

Airportr needed to put the bulk of customer support in reliable hands to ensure fast and efficient communication with customers.

Results
up to 15 part-time agents in the team
4 communication channels
24/7 operations
3 service languages
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Cases: №1

We really enjoyed our time working with the Simply Contact team. Our collaboration resulted in increased customer satisfaction and rapid response times. The team was highly responsive and maintained open communication through virtual meetings and emails. Clients can anticipate a team that not only meets but exceeds expectations in delivering results.

Sophie
Head of Customer Support

Office of the President of Ukraine

Task

Representatives of the Office of the President of Ukraine urgently needed to launch a support line for citizens who needed help or advice in the conditions of military operations.

Results
24000 calls handled per day
1 day to launch the project
2 service languages
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Cases: №1

Simply Contact presented themselves as an efficient, customer-focused company with outstanding crisis management skills and a strong emphasis on quality assurance. Thanks to their work, citizen requests are promptly processed. During our cooperation, the Simply Contact company has confirmed a high level of professionalism, efficiency and ability to solve emerging problems and complex tasks. We strongly recommend Simply Contact as a competent and reliable customer support services provider to work with.

Nadia Vasilieva
Institute of Digital Transformation of Ukraine

1545

Task

The contact center at the Cabinet of Ministers of Ukraine needed a reliable partner to process a large volume of appeals, provide assistance and consultations to people who found themselves in a difficult life situation during hostilities.

Results
1 day to launch the project
40 agents on the line
24/7 service
2000 processed calls per day
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Cases: №1

Simply Contact provided us with outstanding support and rapid execution in launching our contact center project within a single day. Their capability to efficiently manage over 2,000 inquiries each day has been crucial in delivering prompt assistance and information to our citizens in times of need. The professionalism and swift adaptability of the Simply Contact team have been key factors in the success of our government helpline.

Olena Marushchak
Government Contact Center

Fareportal

Task

Fareportal was looking for a solution that would help retain regular and potential customers, while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level. This was Fareportal’s first experience of cooperation with a company that provides outsourcing services. That is why the model of cooperation developed already in the process, improving and becoming more convenient for both parties over time and with experience. This means that in addition to the main KPI goals, new, but no less important tasks arose in parallel, so we rapidly changed and adapted work processes to existing requirements and flexibly adapted to any conditions.

Results
20000 calls handled per month
200 agents on the line
75% CSAT from 0%
3 departments
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Cases: №1

Through Simply Contact’s dedicated efforts, we’ve seen a notable increase in our Net Promoter Score and customer retention rates. They have established an exceptionally effective workflow, underpinned by a strong partnership and clear, transparent communication. The team’s outstanding performance has not only met our expectations but has also laid a solid foundation for a promising long-term collaboration.

Corissa Leong
SVP People & Culture, Travel Tech Company

Wizz Air

Task

Provide faster and better support for WizzAir customers in multiple languages, in order to reduce waiting time and enhance the quality of service.

Results
6000 calls handled per day
98 agents on the line
24/7 operations
7 service languages
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Cases: №1

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience

Yves Rocher

Task

Handle outbound and inbound calls and order processing tasks, provide a high level of service to clients and ensure a monthly sales increase of 10% or higher.

Results
2600 outbound calls handled per day
60 agents on the line
10% sales conversion increase
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Cases: №1

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals. Yves Rocher recommends Simply Contact as a qualified partner in inbound and outbound customer support.

Marina Voloshina
Head of Client Marketing

Transportation Startup

2 service channels
2400 requests resolved per day
24/7 operations
3 service languages
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Our team provides full 24/7 support for the company’s drivers and customers. Our main goals on the project were to launch quickly, establish an efficient training process, and ensure great performance monitoring & analytics. We also aim to adapt and stay flexible as our customer’s business goals and requirements change.

Oleg
Project Manager at Simply Contact

METRO

Task

Ensure a smooth transition from in-house to outsourced contact сenter to improve quality and customer experience and make sure data is transferred quickly and reliably.

Results
98% of requests resolved within 120 seconds
95% of clients mark service quality as excellent
5 channels supported
12000 сalls handled per month
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Cases: №1

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently, the Simply Contact support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows accumulating customers’ queries through multiple channels and ensures the security of clients’ data. Simply Contact proved themselves as a reliable partner, and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist

ONLINE STORE

Task

Consult clients, process orders, coordinate delivery, give warranty/service advice, and ensure at least 30% of incoming line sales.

Result
5500 calls handled per day
60% executed orders
3500 calls with leads
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Customer experience has significantly improved since Simply Contact came on board. Their impact can be verified by the influx of positive reviews and their rapid response time. We were impressed with their communication skills and empathy towards the customers. Without any hesitation, I highly recommend Simply Contact as a reliable partner.

 

Head of Customer Support

Nova Poshta

Task

Resolve customer requests for shipment tracking, delivery cost calculation, loyalty program advice, and additional service ordering.

Results
7500 calls handled per day
98% recevied calls
62 agents on the line
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Cases: №1

We started cooperating with Simply Contact in 2015. The project was launched quickly and on time. The IT work was perfect, and agent performance was satisfactory from the beginning. We are happy with the Simply Contact team’s performance.

Feliks Shumovkij
Cases: №1 Cases: №1
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