Case Study: Afresh builds a global support team with Boldr

Afresh scales global support with Boldr and impact sourcing in South Africa

Afresh, a company that prevents food waste in grocery stores, faced the challenge of scaling its technical support team to provide 24/7 coverage for its mission-critical product. Their Director of Support, Keisha Armand, initially saw outsourcing as a necessary evil but needed a cost-effective and ethical solution to handle overnight support and a major upcoming customer rollout. They partnered with Boldr to build a global team of support engineers.

Boldr implemented a solution by providing highly skilled support engineers who became fully integrated teammates. The partnership delivered measurable success against KPIs for volume, speed, and quality, easily proving its value to Afresh's leadership. A major result was the elimination of a burdensome on-call rotation for the US team, drastically improving work-life balance. Furthermore, Afresh participated in Boldr's impact sourcing initiative, hiring and upskilling junior talent from South African communities, which provided stellar temporary staff and created meaningful opportunities.

Afresh