Case Study: a multibillion-dollar international retailer scales holiday customer support with Inktel

a multibillion-dollar international retailer scales holiday support 100% with inktel in 20 days

A multibillion-dollar international retailer faced the challenge of scaling its customer support to handle a 100% surge in Q4 holiday volume. With only 20 days to implement a solution and no prior experience with outsourcing, the company partnered with Inktel to rapidly deploy a support system without adding internal headcount.

Inktel implemented its proprietary Normandy Implementation Process, first deploying chat and email support to provide immediate relief. The solution resulted in zero operational downtime, 40% faster resolution times, and a significant boost to internal team morale. Post-holiday, Inktel laid the foundation for a full omnichannel support system, proving the value of outsourcing and making it a permanent part of the retailer's strategy.