From In-House Support to a Multichannel Outsourced Operation
Protecting customer experience through a complex transition
METRO needed to transition from an internal contact center to an outsourced model while preserving service continuity, customer data integrity, and consistent support quality across a complex retail operation.
Seamless operational transition
The move to outsourcing had to happen without interrupting day-to-day customer support or creating gaps in service during the handover.
Secure customer data transfer
Customer profiles and interaction history needed to remain accurate, accessible, and securely managed as processes moved into the new operating environment.
Consistent multichannel service
Customers contacted METRO through several channels with requests ranging from product availability to complaints and wholesale inquiries. The new model needed to deliver the same service standards across every touchpoint.
A structured outsourced model built for continuity
Simply Contact took over day-to-day support through a model designed to preserve service continuity, maintain clear ownership, and improve visibility across a high-volume retail operation.
Smooth transition
Processes and responsibilities were transferred without disrupting customer support as METRO moved from an in-house to outsourced model.
Multichannel support
The team handles requests across multiple service channels, helping maintain consistent service regardless of how customers contact METRO.
Retail-ready team
Agents support both individual shoppers and wholesale or HoReCa clients, working across a broad range of retail inquiries.
Performance oversight
Analytics, reporting, and ongoing performance reviews provide visibility into service quality and help identify areas for improvement.
One customer view across every channel
As part of the outsourcing transition, Simply Contact implemented a CRM environment that centralized customer profiles, interactions, and support data in one system. This gave agents better context while improving data control, monitoring, and reporting.
Unified customer profiles
Customer information and interaction history are maintained centrally, giving agents consistent context across requests.
Multichannel case management
Requests from different service channels are captured and managed within one support environment.
Secure data handling
The CRM setup strengthened control over customer information and supported reliable data management throughout the transition.
Better analytics and reporting
Centralized support data improves performance monitoring, cross-channel reporting, and visibility into customer activity.
Vadym Stoliarov
Quality Manager · Simply Contact
Vadym oversees quality and operational standards for the Metro Cash & Carry project, managing performance across a high-volume multichannel support operation handling up to 12,000 requests per month.
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Customer support across retail and wholesale needs
STORE & PRODUCT SUPPORT
- Store locations and opening hours
- Shopping-center rules
- Product prices and availability
- Promotions and special offers
LOYALTY & CUSTOMER CARE
- Loyalty program questions
- Customer consultations
- Full-cycle complaint handling
- Resolution of service-related issues
WHOLESALE & PARTNER SUPPORT
- Wholesale customer inquiries
- HoReCa-related requests
- Partner support
- Business customer guidance
Quality managed across every channel
A dedicated quality function supports consistent service standards across METRO’s high-volume multichannel operation.
Performance is monitored through structured analytics and reporting, giving the team visibility into response quality, speed, and customer experience across channels.
Ongoing quality oversight helps maintain consistent communication standards and identify areas for operational improvement.
Retail expertise for consumer and business customers
METRO support requires more than general customer service knowledge. Agents work across a broad product range and support both individual shoppers and professional customers.
Wholesale & HoReCa context
Agents understand the needs of wholesale and HoReCa customers and can handle business-specific requests alongside consumer inquiries.
Broad product knowledge
The team works across food and non-food categories, helping customers with availability, pricing, promotions, and product-related questions.
Customer-specific guidance
Agents adapt communication and recommendations to different customer types, from individual shoppers to partners and professional buyers.
Fast response, consistently high service quality
The outsourced multichannel operation combines high request volumes with fast resolution and strong customer satisfaction across retail and wholesale support.
of requests are resolved within 120 seconds
of customers rate service quality as excellent
customer requests handled per month
service channels managed within one operation
OPERATIONAL OUTCOMES
- Customer support transitioned from an in-house to outsourced model without disrupting service continuity
- CRM implementation centralized customer interactions, data, and reporting
- Consistent support maintained across individual, wholesale, HoReCa, and partner requests
- Multichannel visibility improved through structured analytics and performance monitoring
Olga Syomkina — Quote
We've 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.
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