Case Study: Leading Global Online Medicine Retailer achieves faster customer support and 40% cost savings with Flatworld Solutions

Flatworld's customer support services spelt success

Leading Global Online Medicine Retailer, a global online pharmaceutical company, was struggling to keep up with growing email and voice support demands as operations expanded, leading to slow responses, cancelled orders, and missed sales opportunities. Flatworld Solutions stepped in with its call center services to help the customer improve support efficiency and customer satisfaction.

Flatworld Solutions created a dedicated team to manage around 9,000 emails per month, reduced email response times from days to under 10 hours, and provided 24x7 support. It also helped improve voice processes, cut customer support costs by 65%, reduced call handling costs by 50%, lowered complaints, and delivered an overall cost saving of 40% while supporting sales over the phone.