The UK’s fastest growing supply chain management solution, iForce, partnered with us in 2018 to launch a brand-new customer care team to support its Marketzone business. The project aims to provide industry leading customer support for iForce Marketzone customers, using technology to maintain agile operational processes and quick resolution times. The launch passed smoothly, with a seamless handover of contact volumes.
The operation is designed to scale with iForce Marketzone by bringing in additional enterprise-level management, reporting, forecasting, quality monitoring and more as contact volumes rise. In today’s competitive business environment, growth can be the number one cause of failure. By enlisting an operation that is cost effective and fit-for-purpose at all stages of development, iForce Marketzone can focus on continuing its growth trajectory into 2019 and beyond.
We love working with iForce – we have a strong background in logistics and their model is incredibly exciting. We know they’re keen to provide a really top-notch customer experience and that’s our ideal client scenario. We’re enjoying being a part of their journey and are looking forward to what’s in the future for us both.Daniel Foster, Head of Customer Care, FM Outsource
Given the continued success of our Marketzone websites, we realised that we needed to enhance the Customer Service offer to our customers. After reviewing the products and companies in the market, we felt FM Outsource offered the most cost-effective solution. They understood both our industry and issues, so hit the ground running once appointed.Ryan Norris, Head of Commercial Development at iForce
Sign Up To The Newsletter
Improve your customer experience with insights from our newsletter. Subscribe today to get started.
Explore our latest insights.
A Guide to 24/7 Customer Care
At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.
Improving Brand Reputation for Our Clients
Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.
Case Study: Hotel Chocolat
As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.