Case study

We increased customer satisfaction with a comprehensive service for a company from the oil sector

We provided comprehensive support for a company from the oil sector, serving individual and business customers as well as service station employees, which contributed to greater customer satisfaction and operational efficiency.

What challenges did we face?

* Providing comprehensive service to individual customers, business clients, and service station staff.
* Loyalty programme support – registering fuel cards, resolving customer issues, handling complaints.
* Conducting soft debt collection.
* Service provided in both Polish and English.

What we did:

Preparation

01
We created a 9-person team dedicated to the project.
02
We developed and updated training materials.
03
Together with the Client, we scheduled regular meetings to discuss ongoing needs and challenges.

Implementation

We introduced advisor performance monitoring and backup systems for analysing and improving conversations as well as ensuring service continuity.

Execution

We monitored and analysed conversations to continuously raise standards.

We adapted our actions to changing needs.

We provided regular performance reports, ensuring full transparency.

Results

Our activities for the Partner from the oil sector helped the company increase customer satisfaction and streamline processes, thereby improving efficiency.