Client
Bella & Duke
Business type
Online Retailer – Subscription Service
Business area
Multi-channel customer service
Bella & Duke
Online Retailer – Subscription Service
Multi-channel customer 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.
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.
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.
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.
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.”