24/7 Billing Support at Scale for an IT Expert Marketplace
Meeting peak billing demand without excess capacity
As Howly’s subscription base and transaction volume grew, billing support had to scale with it. Demand was uneven throughout the day, with significant evening and night peaks, while customers still expected fast, clear answers to payment and subscription questions.
Night-time demand peaks
Call volumes rise sharply during evening and night hours, requiring reliable coverage when demand is highest.
Complex billing questions
Agents handle subscriptions, failed payments, charges, and billing cycles, often translating complex platform logic into clear explanations for non-technical users.
Cost-efficient capacity
Demand fluctuates throughout the day, so the operation needed enough flexibility to absorb peaks without carrying excess capacity during quieter hours.
Coverage matched to real demand
Simply Contact acts as the first point of contact for Howly’s billing inquiries. The staffing model combines dedicated night coverage with flexible daytime capacity, keeping response times stable during peaks without overstaffing quieter hours.
Dedicated night coverage
Dedicated night agents handle the highest-volume hours, ensuring consistent billing support when customer demand is strongest.
Blended daytime staffing
During daytime and morning periods, blended agents shift between workloads based on demand, maintaining coverage while keeping utilisation efficient.
Shift-level management
Three team leads support the operation across shifts, with one dedicated to nights and two covering daytime operations.
Anna Mazur
Project Manager · Simply Contact
Anna has managed technology sector support projects at Simply Contact for 5+ years, working with both SMB and enterprise clients. She leads the Howly project with a focus on expert-level response quality at high volume.
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End-to-end billing support for platform users
SUBSCRIPTIONS & RECURRING BILLING
- Subscription and plan questions
- Billing cycle clarification
- Recurring payment and charge guidance
PAYMENTS & TRANSACTIONS
- Payment issues
- Failed transactions
- Payment status clarification
BILLING GUIDANCE & ESCALATION
- Charge explanations
- Clear guidance for non-technical users
- Escalation when further investigation is required
Built to grow with the platform
The operation started as a small pilot and expanded alongside Howly’s growing user base and transaction volume.
Simply Contact developed a 24/7 staffing model with dedicated night coverage and flexible daytime capacity, allowing the team to absorb higher volumes without overstaffing quieter periods.
The setup was designed to keep growing as Howly added new service categories and transaction volumes increased.
Higher volume, stronger productivity
The billing operation scaled dramatically alongside Howly’s growth while improving agent productivity and maintaining reliable coverage during peak demand.
calls handled per month
higher agent productivity within 6 months (from 7 to 10 calls per hour)
agents as the operation scaled within the first year
OPERATIONAL OUTCOMES
- Stable performance maintained during peak evening and night demand
- Billing capacity expanded alongside Howly’s growing transaction volumes
- Support scaled as new expert categories were added to the platform
- Billing support no longer constrained the platform’s continued growth
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