Pontica Solutions AD
visit site- Undisclosed
- 1,000 - 9,999 employees
- Sofia, Bulgaria
Pontica Solutions is an international outsourcing company founded in 2015 specialized in delivering customer experience (CX) and innovative digital solutions. 800+ experts from Sofia, Varna, Burgas, Bulgaria and Kraków, Poland work for their clients - global companies in High Tech, FinTech, Health Tech, Games and Entertainment, Logistics and E-commerce. Services include CX in 20+ languages, Software Development and Technical Support, AI and Digital Transformation, Training, Quality Assurance, Recruitment solutions.
Client Insights
Industry Expertise
20%
15%
15%
15%
15%
10%
10%
Client Size Distribution
Small Business (<$10M) 10%
Midmarket ($10M - $1B) 60%
Enterprise (>$1B) 30%
Common Project Size
$1,000,000-$9,999,999 1 project
Clients
This provider has not added their key clients.
Highlights from Recent Projects
Pontica Solutions AD was hired by Stuart, a leading last-mile delivery platform, to manage their entire customer service operations. The project involved overseeing the relationship with customers and couriers, as well as monitoring millions of orders per month. Pontica was chosen for its flexibility and competitiveness in the dynamic logistics environment. Within less than four months and with a growth of 400%, Pontica managed to outperform Stuart's main vendor, leading Stuart to shift 100% of its operations to Pontica by September 2020.
The project was extensive, with Pontica becoming the main and only provider for Stuart since 2020, supporting six countries in various areas. These areas included client support, driver support, live operations, and administration. The team grew from zero to 100 customer support employees within the first four months, and by 2021, the operation was stabilized with team managers, account managers, quality specialists, and training teams supporting and managing over 300 employees.
The results of the project were impressive, with Pontica surpassing large competitors due to its adaptability and competitiveness. Despite the challenges of the global pandemic, Pontica managed to outperform Stuart's main vendor in less than four months. This success led to Stuart deciding to move all its operations to Pontica. Plans are in place for Stuart to extend its coverage to areas such as talent acquisition, IT support, and B2C customer support through 2022.