Expanding Support Operations in Europe for a Leading Mobility and Food Delivery Platform
Simply Contact supports an international tech company across two core business areas: ride-hailing and food delivery. Our team ensures 24/7 support with flexible methods and plays a key role in strengthening client operations across Poland, Romania, and Moldova.
Meeting the challenge
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Challenge
The client requires support for its two core business verticals: food delivery and ride-hailing. Our partnership began in 2020 with the initial objective of building a high-performing support team of 90 agents and scaling operations from 12,000 to 110,000 monthly requests in six months.
After meeting these goals, the scope expanded. Simply Contact was entrusted with additional support markets, including Poland, Moldova, and Romania, broadening our customer support coverage while maintaining cost efficiency and consistent service quality across both business verticals. -
Focus areas
- Design and refine support workflows to maximize operational efficiency and service quality.
- Manage multi-channel support across chat and ticketing systems with speed and accuracy.
- Maintain consistently high CSAT scores through proactive quality monitoring and training.
- Provide end-to-end support for riders, drivers, couriers, eaters, and partners across diverse locations.
- Resolve incidents through root-cause analysis and tailored remediation, including compensation where relevant.
- Handle escalations with professionalism, turning critical moments into opportunities for brand loyalty.
Entrusted with new markets
This partnership began with support operations based solely in Ukraine. As the collaboration evolved, Simply Contact was entrusted with additional support markets. We're proud to have played a key role in expanding coverage to Poland and now continue to support the client as it scales customer service operations in Moldova and Romania.
Our ability to quickly adapt processes, build multilingual teams, and sustain high service quality during rapid scaling has positioned us as a trusted partner in supporting market expansion.
Operational blueprint for scalable market entry
Aligning recruitment strategy with regional expansion plans
Adapting training programs to reflect local market specifics, regulatory nuances, and customer behavior in each new geography
Developing multilingual support teams capable of switching between languages and cultural contexts with ease
Expanding internal knowledge management systems to support new verticals, policy updates, and localization needs
Scaling feedback loops and quality assurance practices to monitor service performance across all regions
Maintaining a cadence of weekly and monthly business reviews (WBRs and MBRs) to track KPIs, align priorities, and optimize support operations across markets
Approach to greater flexibility
To support the client’s two core verticals—food delivery and ride-hailing—we developed a blended, cross-functional support model designed for real-time adaptability.
Each vertical has its own rhythm: food delivery sees peak volumes during lunch and dinner hours, while ride-hailing traffic surges in the mornings, evenings, and on weekends. With this in mind, we trained agents to work across both verticals and channels (chat and email), allowing seamless transitions based on real-time demand.
This setup enables agents to switch between verticals and communication channels throughout the day, handling food delivery chats during meal rushes, then pivoting to ride-hailing emails or chats during commuting hours.
By actively balancing workload and reallocating resources as needed, we’ve significantly increased operational efficiency, reduced idle time, and improved response times during high-traffic periods.
Achievements
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- Increased CSAT from 64% in 2020 to over 80% in 2022, surpassing industry benchmarks.
- Reduced recurring complaints by 70% by identifying root causes and refining scripts with a focus on empathy and clarity.
- Scaled support operations across Poland, Ukraine, and Bulgaria.
The result
Over five years of partnership, we’ve remained a reliable provider, expanding our support operations and ensuring the client's operational stability.
We currently manage over 10,000 daily requests across two communication channels, delivering consistent 24/7 support.
Through strategic hiring, continuous agent development, and data-driven process improvements, we’ve strengthened customer retention and significantly boosted the client’s Net Promoter Score.
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10,000
requests resolved per day
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4
languages of service
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260+
agents on the project
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5+
years of cooperation
