The Key to Sustainable Scaling:
How This Company Saves $600K/year with WBN Remote Professionals
Key Results
- Scaled from 1 to 22 remote professionals
- Saved over $600,000/year in salaries.
- Customer Care Team's resolution rate maintained between 96-98% monthly.
The Challenge:
Dropoff, a same-day delivery service and technology company, faced several challenges in managing their staffing needs. They work with a wide variety of clients, predominantly in business-to-business deliveries but also to final consumers, requiring a 24-hour operational team.
They also needed to chart out specific roles and schedules to accommodate their round-the-clock operations. These staffing challenges proved most difficult, as Dropoff's 24-hour service required constant management and oversight to ensure seamless delivery operations.
Initially, they struggled to find reliable and proactive remote professionals. They needed a scalable solution capable of providing both administrative support and handling more complex roles, such as dispatch management and customer service. Previous outsourcing attempts from the Philippines fell short due to issues with initiative, language proficiency, and time zone alignment. Additionally, locally hired candidates often failed to show up for interviews, further complicating their hiring process.
Searching for a better alternative, Dropoff turned to WorkBetterNow, hoping to finally find a solution that met their high standards and operational needs.
“I was initially drawn to WorkBetterNow for financial reasons, hoping to find high-quality talent at a lower cost,” says Sean Spector, CEO and Co-founder of Dropoff. “We quickly discovered that professionals from LATAM are not only cost-effective but also exceptionally proactive, often outperforming their counterparts from other regions. Their proficiency in English, similar accents, and time zone alignment provide a distinct advantage over talent from places like India or the Philippines.”
The Solution:
Dropoff partnered with WorkBetterNow to build a robust team of remote professionals from Latin America. Initially, they shared their first WBN assistant between departments within the company, which proved highly effective. The success of the remote professional lead them to expand the team and bring on more dedicated remote professionals.
Despite the challenge of needing to fill various roles with different schedules, WBN successfully met their staffing needs, presenting multiple high-caliber candidates for each position.
They quickly expanded to a team of 22, including:
- • 2 Administrative Assistants
- • 8 Dispatchers
- • 1 Dispatch Manager
- • 4 Dispatch Representatives
- • 1 People Operations Coordinator
- • 6 Customer Service Representatives
WBN’s comprehensive vetting and matching process ensured high-quality talent with strong English proficiency, cultural alignment, and a proactive attitude. Initially, Dropoff utilized WBN as an extension to their team for recruitment. Now, all new personnel for the Customer Care Team are made exclusively through WBN. This shift not only saves time but also enables them to recruit more swiftly. WBN also offered easy onboarding and continuous support, ensuring that Dropoff’s remote team could quickly integrate and excel in their roles.
A prime example of this is Estefania, who started with Dropoff as an Administrative Assistant. Through targeted, company-specific training, Estefania transitioned to the role of Regional Operations Assistant. This move significantly increased her impact on Dropoff’s operations, demonstrating her ability to adapt and excel in a more complex and demanding role.
On top of that, another of Dropoff’s WBN remote professionals who is excelling in customer care is about to move into lead account management—a position requiring higher responsibility and skill. By recognizing and nurturing talent within their existing workforce, Dropoff is not only filling key roles but also ensuring that their team members feel valued and motivated to contribute their best to the company.
Both our customers and internal teams have given positive feedback about the productivity and efficiency of our LATAM professionals. These remote professionals are eager to learn, continuously improve their skills, work well as team players, and provide excellent customer care. Additionally, they have adeptly mastered dispatching tasks. Overall, we've achieved greater scalability at a reduced cost.”
— Sean Spector, CEO and Co-founder
The Results:
The collaboration with WBN resulted in:
WorkBetterNow has transformed our hiring process with their thorough vetting and onboarding. When we needed a replacement quickly, they delivered in just two weeks without any disruption. The support we receive make hiring and replacing talent incredibly easy and stress-free.”
— Timothy Driscoll, Director of Dispatch at Dropoff
The Customer Care Team's response rate consistently falls between 96-98% each month. With the monthly volume of inquiries increasing by 1,000 since the start of the year, Dropoff has been able to keep up with the new demand largely due to the assistance provided by WBN team members.
Top WBN professionals, Kadian stand out for their proactive nature, consistently scoring 100% on quality assessments. Kadian leads weekly in both inbound and outbound calls, consistently exceeding 50 contacts per day, compared to the average daily contact rate of around 40.
Since integrating WBN professionals into their Dispatch department, Dropoff has consistently maintained or exceeded delivery on-time percentages in the high 80s, even with increased volume demands.
"From the start, WorkBetterNow professionals have been a game-changer for us, fitting right in with our team. They're not just here temporarily; they're dedicated and serious about their careers. They've been able to pick up new systems swiftly, sometimes even teaching us a thing or two. It's like they're part of the company, not just a supplemental workforce. We've grown together, and WBN has been a key player in this growth."
— Timothy Driscoll, Director of Dispatch at Dropoff
By leveraging WBN’s talented remote professionals, Dropoff has not only scaled their team effectively and significantly reduced costs, but they also enhanced their overall productivity and operational efficiency.
Ready to experience similar results for your business? Schedule a free consultation with WorkBetterNow today and discover how our top-tier remote professionals can help you save on costs, streamline operations, boost productivity, and achieve your business goals.