DIRECT-TO-CONSUMER: FLOWERS
Client Overview
With an undying passion for flowers, this London-based flower delivery service specializes in bringing fresh, seasonal blooms directly to customers’ doors through weekly or fortnightly subscriptions. Each bouquet, meticulously curated by their team of florists, offers a unique selection to enliven homes and spaces. Prioritizing simplicity and convenience, they strive to spread the joy of fresh flowers while championing sustainability and supporting local growers.
Strategy
The client meticulously searched for an outsourcing partner and chose Boomerang. Their goal was to seamlessly integrate Boomerang, setting high customer service standards. This strategic decision aimed to enhance efficiency and service quality, ensuring Boomerang’s contribution exceeded expectations and fortified the client’s market position.
Challenges
The client’s challenges include supporting customer support inquiries related to shop and gifting, responding to negative bouquet ratings, and addressing various flower-related questions such as knowledge, quality, and advice. They need to excel across multiple communication channels including phone, email, and chat while demonstrating proficiency in utilizing digital channels effectively.
Outcomes
The client says; “In a short time, Boomerang seamlessly integrated into our operations, evolving from an outsourcing provider to an extension of our business. Their dedication to top-tier customer service has been evident. Choosing Boomerang has paid off strategically, enhancing our ability to deliver exceptional service. Their alignment with our brand’s values fortified our position”.
The Result
“Today, we manage 50% of our customer service in-house and entrust the other half to Boomerang. They’ve truly become an extension of our business, and we couldn’t be happier with the results.
We wholeheartedly endorse Boomerang as a trusted outsourcing partner. Their expertise, dedication, and seamless integration into our business have exceeded our expectations, and we believe they can do the same for any organization seeking a world-class outsourcing solution”.
