About our Client
Our client is an American company based in San Francisco, California that launched a medical cannabis delivery app of the same name in 2014.
How the Relationship Started
World Connection launched a 30-day Champion/Challenger pilot with a two-week training process. Our client wanted to see how WC would stack-rank against its existing outsourcing partner in Oregon.
The World Connection Advantage
Through our rigorous recruiting and onboarding process, WC we stood up a complimentary cross-section of agents with varying skills.
At the end of the pilot, we were beating our client’s long-term Oregon partner in Customer Satisfaction by 13%. During the following 60 days, we met all KPIs, and our client made the easy decision to move its entire service and support operations to WC.
13% Increase in Customer Satisfaction scores over incumbent
30 days – Length of Champion/Challenger pilot
60 days – The length of time it took our client to decide to transition all volumes to World Connection
“In my 20+ years, this was by far, hands-down, the smoothest onboarding I have ever had. I am very pleased with how things are going and impressed with the entire team at World Connection.”
– Vice President of Customer Experience