The team encountered a significant issue with lost and dropped calls, with approximately 260 calls being missed daily, totaling around 1,295 calls each week. This high volume of missed calls affected customer satisfaction and led to longer wait times for drivers seeking assistance, ultimately impacting overall operational efficiency.

To address these pressing issues, the Horatio team was brought on board. After a comprehensive four-week training period, the Horatio team fully assumed responsibility for handling calls. Additionally, to ensure continuous and optimal coverage throughout the day, the internal schedule was restructured by strategically staggering agents' lunch and break times. This approach maintained a consistent level of support availability and minimized potential downtime. With an immediate positive impact on metrics, the company decided to increase Horatio’s headcount within a month of partnering with them.

The immediate positive impact of onboarding the Horatio team and adjusting the break schedule was significant. The number of lost and dropped calls decreased by 97.69%, going from 260 calls per day before Horatio joined to just 6 calls per day. This drastic reduction greatly improved customer satisfaction and reduced waiting times for drivers, leading to more efficient and reliable operations. Given the positive impact Horatio had, the company decided to onboard another of their lines of business soon after. The swift decision to increase Horatio’s headcount underscored the success of this partnership and the improved performance metrics.