The challenge of providing customer service that meets expectations
Manon explains:”Customer service is really our baby. We used to do everything in-house, but as our business grew, it became necessary to expand our capabilities without compromising quality.”
Before turning to Sqwad, En Voiture Simone had an initial outsourcing experience that did not meet her needs. The lack of responsiveness and the differences in the tools used had hampered the results. This reinforced the desire to choose a partner who is both flexible and aligned with their values and the way they work.
A collaboration based on proximity and a shared understanding of the challenges
The geographic proximity of Sqwad's offices facilitated collaboration, but it was above all the shared culture that made the difference. Manon continues:”We speak the same language, use the same tools like Slack, and share a common vision of good customer service. It makes everything much more fluid and efficient..”
With a dedicated telephone team available from Monday to Friday from 9 a.m. to 7 p.m., Sqwad allowed En Voiture Simone to answer all student questions instantly. In addition, the team takes care of all the asynchronous part, responding to emails and ensuring smooth and fast administrative management.
Impressive results and a rich customer experience
The first few months of collaboration confirmed that the partnership with Sqwad was a success. Manon is particularly proud of the launch of the telephone service:”We are one of the only online driving schools to offer this service. It is a real asset in an increasingly competitive market..”
Beyond the telephone aspect, outsourcing has made it possible to strengthen the overall effectiveness of customer service. ”We had this fear of losing quality, but on the contrary, we saw a real gain in availability and satisfaction. Our students are more serene, and we have better management of requests.”
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