How Outside Inc. outsources customer support for 25+ brands
"Our partnership with Work for Impact has been nothing short of AMAZING. Not only have we seen significant cost savings, we’re on track to end the year with a staggering 99% CSAT!"
Marco Velasco
Director of Customer Success
25%
cost saving
91%
improvement in reply time
92%
improvement in resolution time
About Outside Inc.
A lifestyle company with a 250M+ reach
Outside Inc. is a media and lifestyle company that focuses on outdoor recreation, travel, and adventure. Across its 25+ media, digital, and technology platforms, it serves 250M+ users, creating an experience for both longtime adventurers and those just getting started.
The challenge
Scaling customer support
Having acquired multiple brands, Outside Inc.’s customer support team was experiencing growing pains. They urgently needed to scale the workforce to handle approximately 3,000 issues every week, as their in-house team was overwhelmed by the high volume of Tier One and Two customer support tickets. This prevented them from dedicating the necessary resources to the more complex Tier Three tickets, as well as delivering on other important projects.
The solution
Outsourcing 55% of Tier 1 & 2 tickets
Outside Inc. turned to Work for Impact to save costs, improve customer satisfaction, and power agile growth. Our recruitment team helped them recruit customer service agents with relevant qualifications and a passion for outdoor activities. Within days, Outside Inc. had a remote team of customer support specialists, capable of handling the majority of Tier One and Two support tickets.
"Work for Impact saves 25% of our budget and frees up our internal team so we can focus on streamlining operations."
Marco Velasco
Director of Customer Success
The impact
Customer support transformed into an efficient & agile operation
99% customer satisfaction score
With highly-trained, passionate talent delighting customers in every interaction, Outside Inc. is on track to end the year with a 99% CSAT score.
More productive in-house team
Work for Impact talent now handling backlogs, calls, and queues, Outside Inc’s in-house team is free to focus on more complex issues and projects.
92% improvement in ticket resolution time
With a multi-timezone team across 3 countries, Outside Inc. experienced a 92% improvement in resolution time and a 91% improvement in reply time.
25% costs saved
By cutting out the outsourcing middleman, Outside Inc. gets access to the best talent globally, while reducing payroll costs and paying talent fairly.
Increased agility
While Outside Inc. would have previously needed several months to backfill open positions, it can now scale operations up and down in days.
"We partner with companies that align with our core values and provide strong support, so Work for Impact’s Pathways program and commitment to fair pay are important to us."
Marco Velasco
Director of Customer Success