24/7 Billing Support at Scale for an IT Expert Marketplace
Simply Contact x Howly partnership
Client overview
Howly is an IT-driven platform that connects users with verified experts across more than twenty industries, including Electronics and Devices, Home Appliances, and Financial Services. Available 24/7, the platform helps customers resolve everyday technical and service issues through expert consultations.
As Howly expanded its expert network to more than 100 specialists and added new service categories, billing support became a critical part of the customer experience.
Howly's challenges
Howly needed a billing support partner that could scale fast without disrupting customer trust. The main challenges included:
- Rapid growth in subscription-based users and transactions
- High call volumes during evening and night hours
- Complex billing questions tied to an IT platform with recurring payments
- The need for clear, non-technical explanations for non-technical users
- Maintaining efficiency while demand fluctuated throughout the day
Our solution
Simply Contact became Howly’s first point of contact for all billing-related inquiries, fully integrated into its support ecosystem. To match Howly’s usage patterns, we built a blended support model with strong night coverage. Our team handles:
- Subscription questions
- Payment issues and failed transactions
- Charge explanations and billing cycles
- General billing guidance for platform users
Operational setup
Call volume:
- Around 20,000 calls per month
- Coverage optimized for peak evening and night demand
Shift model:
- Dedicated night agents ensure fast response when demand peaks
- Blended agents maintain continuity during daytime and morning hours
- Three team leads manage operations: one for nights, two for day shifts
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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Blended staffing model
Instead of overstaffing quiet hours, we use blended agents who switch between channels and projects. This keeps productivity high and costs controlled.
Billing expertise for IT services
Our agents are trained to explain subscriptions, transactions, and platform logic in simple, customer-friendly language, even when the underlying system is complex.
Scalable by design
The setup allows us to add agents quickly as Howly expands into new expert areas and increases transaction volume.
Achievements
Call volume grew from 216 calls per month with three agents to 20,000 calls per month
Agent efficiency increased from 7 to 10 calls per hour over 6 months
Stable performance during peak night hours without sacrificing accuracy
Ongoing support aligned with Howly’s platform growth and expanding expert services
Long-term impact
Today, billing support is no longer a bottleneck for Howly’s growth. With Simply Contact as its operations partner, the company runs a billing function designed to scale with the platform. We combine disciplined operational management and industry-trained teams so Howly can grow its IT expert network without losing control over cost, quality, or customer trust.
