Bella & Duke logo
Client

Bella & Duke

Business type

Online Retailer – Subscription Service

Business area

Multi-channel customer service

“Contact Centre Panel saved a lot of our time in terms of shortlisting agencies and organising pitch presentations. They were extremely candid in terms of agencies past experience and appropriate fit for Bella & Duke. I would highly recommend using their service.”

Tushar Kaul, Chief Marketing Officer, Bella & Duke

Bella & Duke produce natural raw pet food to ensure dogs and cats are as healthy and happy as possible. They take the best ingredients that can be found, blend them together in their kitchen following the latest nutritional science, freeze them immediately and then deliver them to customers so they can feed them to their four-legged friends.

Their food is designed by nutritionists and approved by vets. Backed by cutting edge science, they only add an ingredient if it enhances the nutritional value of your pet’s meal. They pride themselves on carefully sourcing the best ingredients from British & Irish farms. Their food is free from grains, fillers and anything artificial.

Client challenge & requirements

Bella & Duke have experienced significant growth since the onset of the pandemic, they provide subscription-based frozen raw dog and cat food meals. Their rapid expansion meant they were quickly outgrowing their inhouse customer service capability. They had to decide to either increase the headcount of their in-house team in Perthshire, Scotland, at great expense and a challenge due to lack of suitable employees, or to look to an outsourced contact centre partner, who could not only deal with the scale and flexibility Bella & Duke would require, but also deliver a controllable cost-effective solution.

The team at Bella & Duke were open to a range of locations, however, they were favouring a partner who could support onshore in the UK, or near or offshore or transition to a nearshore/offshore location when the time was right to do so. Ultimately, no matter the location, Bella & Duke were looking for an outsourced partner who could deliver the highest level of customer service, forming a seamless extension of the Bella & Duke family.

  • Experiencing significant growth, accelerated by the pandemic
  • Enlargement of inhouse customer service operations was being hampered by geographic location
  • Inhouse expansion was proving to be costly and not sustainable
  • Wanted to work with a contact centre outsourcer who could provide onshore (UK) now and near or offshore operations in the future
  • Wanted an outsource partner who could replicate the high level of customer service delivered internally
  • Outsource partner needed to fit with the culture of the organisation
Solution

Working in partnership with Bella & Duke, we were able to understand their specific requirements, around variable FTE numbers, growth potential and the focus on exceptional customer service delivery across several channels. It was our job to get a clear understanding of contact types, service level requirements, process and technology. Following our tried and tested briefing process, we were able to identify a range of best of breed outsourcers who could deliver Bella & Duke’s requirements both on a local and global level.

  • Define and agree the brief inline with their specific requirements
  • Identify prospective outsourcers, from the Contact Centre Panel partner network, who were able to fulfil the requirements
  • Assisted the client throughout the selection process helping them score the submissions and advising on contractual requirements
The result

We were able to deliver a robust and interactive selection process, providing Bella & Duke with the right tools and support to enable them to make informed decisions at key stages of the process. As a result, we helped Bella & Duke to source a provider who could deliver both their current requirements and support their long-term growth plans. Contact Centre Panel continue to act as a ‘safe pair of hands’ for both Bella & Duke and their chosen partner, providing ongoing support when called upon.

Client comment

Tushar Kaul, Chief Marketing Officer, Bella & Duke provided his thoughts: “We were looking for a contact centre who can replicate our TOV and improve customer retention.”

He continued: “Contact Centre Panel were instrumental in helping us identify experienced and agile contact centre agencies. They supported in educating the agencies with our brief and shortlisting the final three. Their inputs throughout the process were most valuable to Bella & Duke as it helped shape our decision of selecting the ideal partner for us.”

Tushar concluded: “Contact Centre Panel saved a lot of our time in terms of shortlisting agencies and organising pitch presentations. They were extremely candid in terms of agencies past experience and appropriate fit for Bella & Duke. I would highly recommend using their service.”