Seamless transition of leading European frozen food company customer care line

Client overview

A leading European frozen food company entrusted Ant with the crucial task of managing their Customer Care Line across 8 European languages. This transition marked a significant change as we replaced an incumbent provider who had served the company for 14 years.

Client challenge

The project presented several challenges, including the need to swiftly migrate services. Additionally, we were tasked with transferring existing staff and management under TUPE regulations while ensuring the retention of critical knowledge. Documenting the extensive knowledge held by the incumbent team was essential to guarantee a seamless transition.

Our solution

We devised a comprehensive solution tailored to address the client’s challenges.

• Remote work package – We implemented a combination of remote working and office-based resources, drawing on our experience in rapidly establishing and managing remote workforces during the pandemic. This approach allowed for continuity in service delivery without the need for immediate physical relocation.
• Operational assessment – We conducted a thorough assessment of the current operations to identify areas for improvement. This proactive approach enabled us to streamline processes and optimise performance.
• Enhanced support and management processes – We implemented robust support and management processes to surpass all Key Performance Indicators (KPIs) within the initial months of service management. By leveraging our expertise, we ensured a seamless transition while maintaining service excellence.
• Knowledge base enhancement – We enhanced and rebuilt the existing knowledge base, enabling the delivery of improvements in the customer experience journey across all key performance measurements.

Results

The implementation of our solution delivered significant results for the client.

• Smooth transition – Despite the time constraints, we seamlessly migrated services, ensuring uninterrupted customer support.
• Knowledge retention – Through effective TUPE processes and documentation efforts, we preserved critical knowledge, facilitating a smooth handover.
• Employee retention – By providing remote work options, we retained valuable staff members, minimising disruptions to service delivery.
• Performance improvement – Our proactive approach led to the enhancement of support and management processes, resulting in us surpassing the KPIs within the initial months of service management.

Our strategic approach and proactive measures not only facilitated a seamless transition for the client but also laid the foundation for long-term success in managing their Customer Care Line. By leveraging our expertise in remote workforce management and operational optimisation, we ensured that the client received exceptional service from day one of the partnership.