Case Study: UrbanStems scales seasonal customer support with Boldr

UrbanStems handles 130% higher phone volume with Boldr

UrbanStems, an online flower delivery company, faced the immense challenge of scaling its customer support to handle unprecedented demand and uncertainty during the 2020 Mother's Day season, which was amplified by the COVID-19 pandemic. They needed a flexible solution to manage potential volume surges across multiple scenarios. To address this, they turned to their existing partner, Boldr, for practical and tactical seasonal support.

Boldr implemented a highly adaptable staffing and support plan, which included creating an internal task force to manage cross-training, hiring seasonal staff, and preparing to scale the team up to 10 times its normal size for specific shifts. This solution led to a runaway success; despite phone volumes being 130% higher than the highest forecast, Boldr managed the lines so effectively that customers had their issues resolved on the first call. The partnership resulted in the smoothest and most successful Mother's Day UrbanStems had seen, with excellent revenue, support metrics, and team wellness.

UrbanStems