Pontica Solutions

Pontica Solutions was hired by Stuart, a last-mile delivery platform, to manage their customer service operations. The company was chosen for its flexibility and competitive edge in the dynamic logistics environment. Pontica took over Stuart's operations in less than four months, growing by 400% and outperforming Stuart's main vendor. The project involved managing incidents from clients and couriers, live monitoring, and administrative work across six countries. By 2022, Stuart plans to extend its coverage to talent acquisition, IT support, and B2C customer support. The collaboration started with 100 customer support employees and grew to over 300, supported by team managers, account managers, quality specialists, and training teams.

Pontica Solutions was selected by Qonto, a financial services company operating in EMEA, to quickly source profiles and scale. The decision to hire Pontica was influenced by its close geographic location, great culture fit, good value for cost, and positive referrals. The project involved several customer management assignments such as onboarding, customer success management, and support. The team from Pontica handled project management to train customers and push feature adoption, maximized retention and upsell among customers, and processed customer tickets efficiently and qualitatively.

A transportation company hired Pontica Solutions to assist their call center team during the busy winter period. Pontica was chosen for its affordable pricing, good value for cost, and positive referrals. The scope of work involved providing comprehensive customer support services via both email and telephone channels. Pontica's agents were responsible for handling customer inquiries, communicating clearly via email, managing and modifying bookings, resolving customer issues and complaints, adhering to agreed-upon service levels, providing regular performance reports, and facilitating a positive customer experience.