Transforming Operational Efficiency for a Leading Food Delivery Platform
Background
Our client, a leading global food delivery platform, faced several challenges related to customer support and operational scalability. To address these challenges, they collaborated with Mindbridge to implement a series of strategic initiatives aimed at solving these problems. We used our extensive industry knowledge and highly skilled team to tackle these issues from multiple angles and create different processes by which existing inefficiencies could be appropriately handled.
Challenges
The client’s primary challenges were as follows:
Cost Management:
The client faced multiple challenges and inefficiencies stemming from a fragmented in-house structure, where separate departments managed different functions. This disjointed approach resulted in rising operational costs and limited overall efficiency.
Operational Scalability:
The client required the ability to quickly adapt to seasonal shifts in demand and contact volume, calling for a highly flexible solution that could scale operations up or down with ease and efficiency.
KPI Achievement:
Maintaining strict key performance indicators (KPIs) to retain business and remain competitive in the industry had become a challenge for the client’s in-house teams.
Strategies Implemented
After thoroughly understanding our client’s needs Mindbridge introduced several strategic initiatives to overcome these challenges:
Chat Support Integration
We introduced chat support across Customer Support (CS), Restaurant Support (RS), and Partner Support (PS), assigning agents with the right skill profiles and providing them with targeted training to deliver hyper-specialized assistance for each function.
Customer Experience (CX) Team
This team of highly skilled and experienced agents was tasked with capturing and analyzing feedback from customers, riders, and restaurant partners—uncovering critical areas for improvement and identifying opportunities for growth and optimization.
Restaurant Onboarding Enhancement
Meqy prioritized enhancing the speed and effectiveness of training for both new and existing associates, leading to a significantly smoother restaurant onboarding experience through a complete overhaul of the client’s training and onboarding processes
Menu and Content Management
Our dedicated team of graphic designers streamlined the process of menu creation and updates for restaurant partners. They also implemented quality spot checks to ensure that all photos and menu content uploaded to partner apps and websites met high visual and accuracy standards.
Accounts Payable Support
A dedicated team was established to deliver financial, administrative, and clerical support—enhancing the client’s efficiency in managing financial transactions and related processes.
Quality Assurance (QA) Team
Our dedicated QA team conducted regular audits to ensure service quality remained aligned with the client’s standard operating procedures (SOPs), while also monitoring agent performance to maintain the highest possible standards.
Results
The implementation of these strategies yielded remarkable results for the client:
Cost Efficiency
Meqy delivered significant cost savings for the client by optimizing support operations and strategically deploying skill-based agents for specialized functions—ensuring top-tier quality and performance without compromise.
Scalability
Meqy enabled the client to seamlessly scale operations in response to seasonal demand fluctuations, ensuring optimal resource allocation and operational efficiency.
Enhanced Customer Experience
Multilingual support, efficient menu management, streamlined restaurant onboarding, and the expertise of our highly skilled agents all played a key role in enhancing the overall customer experience.
Meqy’s support in transforming the client’s customer support operations not only addressed existing challenges but also positioned the company for sustained growth and success in the highly competitive food delivery market. The strategic initiatives executed throughout the partnership underscore the critical role of adaptability and innovation in maintaining industry leadership.