Building a Customer Solutions Operation That Could Scale With Demand
The Challenge
Venus et Fleur, a luxury eCommerce and lifestyle brand, became Calltastic's first client in September 2019.
The company had built a rapidly growing brand, but its customer-service operation faced significant pressure during high-volume seasons—particularly Valentine's Day and Mother's Day.
The challenge extended well beyond answering calls and emails. Customers needed assistance with damaged or delayed orders, returns, replacements, reshipments, payment questions, product information, online ordering, and public-facing concerns.
Venus et Fleur needed an operation with greater structure, modern technology, and the ability to scale rapidly without sacrificing the customer experience.
The Calltastic Approach
The partnership began with customer-service consulting and operational design before expanding into a broader managed customer solutions operation.
Rather than limiting agents to traditional customer-service responsibilities, Calltastic helped build a team capable of taking ownership of the customer journey from the initial interaction through resolution.
What We Implemented
Calltastic helped establish and manage:
- Phone, email, and chat support
- Return and replacement workflows
- Shipping and reshipment follow-up
- Warehouse coordination
- Social-media and review escalation
- Order-placement assistance
- Customer-sales support
- Seasonal workforce planning
- Quality assurance and operational management
- Gorgias for email and chat management
- Aircall for phone operations
The technology remained client-owned, giving Venus et Fleur control of its systems while Calltastic supported implementation and execution.
The Results
The standard operation ran with approximately six agents. During major seasonal periods, the team expanded to approximately 35–40 agents, reaching 50 agents during the largest peak.
During the busiest periods, the operation regularly managed approximately 150–200 customer tickets per day in addition to phone and chat interactions.
The operating model reduced costs by approximately 45% while expanding the scope and scalability of the customer operation.
Beyond the numbers, the customer-service function evolved into a broader customer solutions operation capable of managing issues from initial contact through replacement, reshipment, or order completion.
The Outcome
Calltastic helped transform a seasonal customer-service challenge into a scalable, technology-enabled customer solutions operation built around the complete customer journey.