How Sqwad supports Indy in managing their customer relationships: a successful partnership!

19/2/2025

Customer stories

Indy, a leader in accounting tools for freelancers and small businesses, called on Sqwad to outsource 70% of its customer service, including the front and back office, with a high level of expertise.

70% outsourced activity with Sqwad (front and back office)
97% Customer satisfaction rate
In-depth expertise in accounting, taxation and social aspects

‍

Since its creation in 2016, Indy has established itself as one of the leaders in the market of accounting tools for the self-employed and small businesses (VSEs/SMEs). Its mission: to simplify accounting management for these professionals who are often overwhelmed by the administrative and fiscal aspects of their activity. By offering automated solutions and tools adapted to their needs, Indy allows its users to focus on their core business while ensuring effective management of their accounts.

‍

One of the major challenges for Indy is to maintain an irreproachable quality of service, especially in the field of customer care. With a customer satisfaction objective of 97%, the company has always made it a point of honor to offer quality service, well above market standards. But this ambition requires quality resources and partnerships, and that's why Indy called on Sqwad.

‍

Sqwad

The challenges of outsourcing customer service

Indy faces several customer service challenges:

Expertise requirement: Indy's customer service requires a thorough understanding of accounting, taxation and social dimensions. Customer care agents must be able to answer complex and technical questions, often related to tax returns or to the accounting specificities of self-employed persons.
Understanding Indy tools and products : Agents need to be able to understand Indy's tools and interact effectively with the product team to quickly resolve issues or optimize the user experience.
Seasonality of requests: Indy's business experiences seasonal peaks, especially during the fiscal year-end period, when the volume of support requests increases sharply. This seasonality requires the ability to adapt quickly and the fluid management of resources.
Productivity and competitive cost: Finally, outsourcing must meet a double imperative: guarantee maximum productivity while maintaining competitive costs for the company.

Sqwad was chosen to meet these challenges.

‍

Why choose Sqwad?

Gaël, Head of BPO at Indy, explains: “What convinced us was beyond the fact that they are the best, they are the values. Indy has a strong commitment to human values, including caring, transparency, and ownership. These are values that we have found at Sqwad.”

‍

Indy outsourced 70% of its customer service with Sqawd, including the front office (welcoming and providing direct support to customers) and the back office (processing requests internally). Sqwad agents are responsible for managing the majority of interactions via chat or email. In addition to expertise in accounting and taxation, Sqwad ensures maximum responsiveness, which is essential to meet the urgent needs of Indy's clients during busy periods.

‍

Effective collaboration and a gradual rise in power

Indy started its collaboration with Sqwad with a specific volume of activity and gradually strengthened the collaboration after seeing satisfactory results.

‍

“We outsource part of the activity to Sqwad and to another partner. But we are gaining momentum alongside Sqwad, following satisfactory results,” explains Gaël. The company plans to invest more in this collaboration as the results continue to meet expectations.

‍

Today, Sqwad is involved in 70% of Indy's outsourced activity, not only in the back office, but also in the management of clients subject to corporate tax. This part of the business requires additional expertise, which Sqwad has been able to provide thanks to its specialized teams.

‍

A bilateral relationship based on trust and efficiency

The partnership between Indy and Sqwad goes beyond simple outsourcing. “The idea is to create a bilateral relationship where exchange and collaboration are constant. Feedback is shared in both directions, which allows us to refine our processes constantly,” explains Gaël.

‍

The aim is to continue to strengthen this relationship, not only to meet current needs, but also to anticipate future developments. Indy invests in this long-term collaboration, convinced of the added value that Sqwad brings to its customer service.

‍

The added value of Sqwad

Sqwad's assets for Indy are:

Values
Flexibility
Proactivity

‍

In conclusion, Gaël highly recommends Sqwad for all businesses with customer service needs: “Yes, clearly, I recommend Sqwad for everything related to customer service. They are responsive, professional and understand our challenges, while being able to provide in-depth expertise on technical subjects. It is a collaboration based on trust that, for us, makes all the difference.”

‍

Thanks to Sqwad's expertise, Indy was able to not only meet, but exceed, its customer satisfaction goals, while ensuring optimal management of its resources. By outsourcing 70% of its customer service to a trusted partner, Indy has succeeded in combining quality, responsiveness and productivity, for the greatest benefit of its customers and its business.

‍

How Trade Republic controlled peak activity thanks to Sqwad

A European leader in commission-free mobile brokerage, Trade Republic collaborated with Sqwad to meet the challenges associated with its hypergrowth, including managing peak activity and optimizing its customer service.

Lire l'article

Telesales insurance: how to reconcile performance, compliance... and artificial intelligence?

How to reconcile commercial efficiency, regulatory compliance and customer experience, while integrating artificial intelligence? In this new episode, Arnaud Delpierre (CEO of Dékuple Assurance) shares his feedback.

Lire l'article

5 tips to make your contact center truly agile - (with self-assessment test)

In a world where customers expect instant, personalized, and frictionless responses, agility is no longer a luxury, but a survival condition for contact centers.

Lire l'article

Voir tous les articles