Case study · E-commerce

Optimizing Rush Hour Performance for Food Delivery App

One of the largest online food-ordering platforms handled lunch and dinner rushes smoothly, with CSAT at 85–90%, after Fusion CX right-shored support to Montreal and scaled the program 21X.
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Optimizing Rush Hour Performance for Food Delivery App
85–90%
CSAT, even through rush hours
Client
One of the largest online food-ordering enterprises, connecting diners with local restaurants
Industry
E-commerce · Food delivery
Services
Contact center and chat support
Delivery
Right-shored, Montreal, Canada
The results

Rush hours, handled.

Benefits of the right-shored chat program.
21X | scale through Fusion CX solutions 85–90% | CSAT 4 | chats per hour per agent
01Challenge

Demand that spikes at every mealtime.

Demand swung sharply during lunch and dinner rushes, varied through the year and changed suddenly with special events and weather. Earlier fixes, such as capping volumes, moving calls to chat or prioritizing some customer groups, hurt customer satisfaction.

Rush-hour volatility

Lunch and dinner peaks every day.

Seasonal variation

Changing demand with minimal headcount variance.

Emergency spikes

Special events and weather changed volumes fast.

Low CSAT

Capping volumes left customers unhappy.

02Solution

Right-shored to Montreal and built to flex.

Fusion CX, which had provided contact center services with 10–15 FTEs since October 2016, was awarded the client's entire chat program in June 2017 and delivered it from its Montreal, Canada center.

Right-shoring

From the USA to Montreal, Canada.

Fast ramp-up

Personnel readily available in Montreal.

Program-specific learning

Exclusive technologies and learning tools.

Flexible schedules

Shifts and incentives matched to high-volume periods.

03Impact

Smooth rush hours with 85–90% CSAT.

The program scaled 21X. CSAT improved to between 85% and 90%, agents handled four chats per hour, and the concurrency target was met, increasing agent utilization and profit margins.

The client managed rush hours smoothly without a negative impact on CSAT and reduced the total cost of ownership of the function.

Flexible scheduling beats capping volumes when demand spikes are predictable by the hour.

04Key insights

What other programs can take from this.

  • Right-shoring can add capacity quickly while keeping cost under control.
  • Chat concurrency raises agent utilization during peak hours without hurting CSAT.
  • Flexible schedules and volume incentives help teams absorb rush-hour and weather-driven spikes.
Download the full case study

In this case study, you’ll see:

How rush-hour volatility and weather-driven spikes hurt customer satisfaction
Why right-shoring to Montreal, flexible schedules and program-specific learning tools worked
How the program scaled 21X while lowering total cost of ownership
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Online Food-Ordering Enterprise
Case study · E-commerce

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