Accounting Software Case Study

Scaling Small Business Customer Service With Speed and Flexibility

 A leading accounting software company needed to rapidly expand customer support while accelerating new agents to proficiency. Working Solutions delivered flexible capacity that exceeded staffing goals and strengthened customer satisfaction. 
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+10%

Above Staffing Goal

 

60 NPS

Customer Satisfaction

 

 

30%

Seen Rate

↑ 470%

Increase in Seen Rate in 120 days.

 

The Challenge: Scaling Small Business Customer Support

A leading accounting software provider needed to strengthen customer service for its small business customers while managing fluctuating call volumes. The challenge was twofold: scale staffing quickly and accelerate new agents to proficiency without compromising customer satisfaction.

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Two Operational Priorities: Staffing Agility and Speed to Proficiency 

Intuit SBSEG encountered two primary challenges in its customer service operations.

 

Staffing Agility

Build flexible capacity that could respond to changing customer demand without unnecessary fixed costs.

Speed to Proficiency

Recruit and prepare agents to support accounting software customers quickly while maintaining service quality.

The Solution: Flexible Staffing Built Around Customer Demand

Working Solutions combined targeted recruiting with a flexible workforce model designed to scale alongside changing customer demand. 

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Targeted Recruitment

Used skill-specific recruiting and screening to identify candidates with relevant accounting software and customer service experience. 

Flexible Workforce Model

Aligned staffing capacity with changing call volumes to support service levels while managing workforce costs. 

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

The Results: Faster Scaling and Stronger Customer Service

The flexible workforce strategy delivered measurable improvements across staffing, operational efficiency, and customer satisfaction.

Customer service clerk stands in a luxury jewelry shop

Exceeded Staffing Goals

Surpassed recruitment targets by 10%, providing the capacity needed to support changing demand. 
Exceeded Staffing Goals

Improved Operational Efficiency

Accelerated agent proficiency and aligned staffing more closely with customer demand. 
Improved Operational Efficiency

Strengthened Customer Satisfaction

Achieved a 60 Net Promoter Score (NPS) within the first 30 days while improving other key service measures. 
Strengthened Customer Satisfaction

The partnership with Intuit SBSEG exemplifies the value of a tailored workforce solution that drives operational excellence. Working Solutions met and exceeded client expectations by prioritizing targeted recruitment, flexibility, and operational efficiency, ultimately enhancing customer satisfaction and service delivery.

Flexible Capacity Without Sacrificing Customer Experience

For companies with fluctuating customer demand, workforce flexibility can provide more than additional staffing. The right model can help organizations scale capacity, accelerate proficiency, and maintain high-quality customer service without building unnecessary fixed costs. 

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Need Customer Service Capacity That Can Flex With Demand?
Who We Are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.