Expanding Support Operations in Europe for a Leading Mobility and Food Delivery Platform
customer requests handled per day
agents on the project
languages of service
core business verticals: ride-hailing and food delivery
European markets supported: Romania, Bulgaria, Ukraine and Poland
of partnership
Scaling two fast-moving verticals without losing service quality
The client needed to rapidly expand support for ride-hailing and food delivery while maintaining 24/7 availability, consistent quality, and cost efficiency. The initial goal was to build a 90-agent team and scale from 12,000 to 110,000 monthly requests within just six months.
Rapid volume growth
Support capacity had to expand dramatically in a short period without sacrificing response speed, accuracy, or customer experience.
Different demand patterns
Food delivery peaks around lunch and dinner, while ride-hailing surges during commuting hours and weekends. A fixed staffing model would leave teams either overloaded or underutilized.
Consistency across four markets
As support expanded across Ukraine, Poland, Romania, and Bulgaria, processes, training, and quality standards had to remain consistent while adapting to local customer and operational requirements.
One flexible team, two demand cycles
Simply Contact built a blended support model that reallocates capacity in real time across ride-hailing, food delivery, chat, and ticketing. This helps absorb peak demand while reducing idle time and keeping service levels stable.
Cross-vertical flexibility
Teams can support both ride-hailing and food delivery, allowing capacity to move where demand is highest.
Demand-based allocation
Food delivery peaks around meal times, while ride-hailing surges during commuting hours and weekends. Staffing shifts throughout the day to match these patterns.
Multichannel support
Agents switch between communication channels as workloads change, helping maintain faster response times across the operation.
Higher utilization
Resources are actively rebalanced across verticals and channels, improving operational efficiency without relying on constant overstaffing.
Oleh Filipovskyi
Project Manager · Simply Contact
Oleh manages cross-functional teams across multiple markets for this client. His work spans strategic planning, multilingual team management, and operational delivery across a high-volume and time-sensitive environment.
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End-to-end support across the mobility ecosystem
RIDERS & EATERS
- Trip and order-related questions
- Service status and issue clarification
- Account and payment support
- Resolution of customer complaints
DRIVERS & COURIERS
- Operational support during active service
- Trip and delivery issue resolution
- Account and process guidance
- Escalation of complex cases
PARTNERS
- Partner-related support requests
- Operational clarifications
- Service and policy guidance
- Coordination when further action is required
INCIDENTS & ESCALATIONS
- Root-cause analysis
- Tailored case remediation
- Compensation where applicable
- Escalation management for critical cases
From one market to a trusted expansion partner
The partnership started with support operations in Ukraine and expanded as Simply Contact consistently met the client’s volume, quality, and operational targets.
As the collaboration matured, the client entrusted Simply Contact with additional European markets. Each expansion required new recruitment, localized training, multilingual capabilities, and operational processes adapted to local customer behavior and market requirements.
This ability to scale quickly while maintaining service consistency positioned Simply Contact as a long-term partner for the client’s regional growth.
A repeatable model for entering new markets
As support expanded across Ukraine, Poland, Romania, and Bulgaria, Simply Contact used a structured rollout model to localize operations while keeping service quality and governance consistent.
Regional recruitment
Hiring plans are aligned with each market’s language needs, support volumes, and expansion timeline.
Localised training
Training reflects local customer behavior, operational specifics, and relevant regulatory requirements.
Multilingual teams
Agents are prepared to work across languages and cultural contexts while maintaining consistent service standards.
Knowledge & quality systems
Knowledge resources, QA processes, and feedback loops expand alongside each new market and business vertical.
Performance governance
Weekly and monthly business reviews keep KPIs, priorities, and operational improvements aligned across regions.
Turning recurring issues into better support processes
Simply Contact uses customer interactions to identify recurring problems, improve handling practices, and strengthen service quality across markets and both business verticals.
Root-cause analysis
Recurring incidents are reviewed to identify underlying causes rather than treating each case as an isolated issue.
Script and workflow refinement
Scripts and handling guidelines are updated based on recurring patterns, with a focus on clearer, more empathetic responses.
QA and agent development
Continuous quality monitoring, feedback loops, and coaching help maintain consistent standards as teams and markets scale.
Escalation and remediation
Critical cases follow structured escalation paths, with tailored remediation and compensation applied where appropriate.
Rapid growth with stronger customer outcomes
The support operation scaled dramatically while improving customer satisfaction, reducing recurring issues, and maintaining consistent service across two high-demand business verticals.
CSAT achieved up from 64%
fewer recurring complaints through root-cause analysis and process refinement
monthly requests reached within 6 months up from 12,000
OPERATIONAL OUTCOMES
- 24/7 support maintained across ride-hailing and food delivery
- Support successfully expanded across Ukraine, Poland, Romania, and Bulgaria
- A 90-agent team was built to support the initial six-month scaling target
- Blended staffing reduced idle time and improved capacity utilization
- Response times improved during peak-demand periods
- Data-driven process improvements strengthened customer retention and NPS
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