Today, there aren’t many people in Israel who haven’t heard of Lupa — an online photo printing business allowing users to quickly and easily create personalized photo albums, calendars, gifts, and more via a smartphone app or browser interface.
Lupa had faced increasing pressure in recent years, as the volume of inbound customer requests grew month-on-month. Things came to a head when COVID hit, with even greater demand for their services. The team at Lupa knew they needed to overhaul their customer service platform to cope — which is when they turned to Adelante.
We sat down with Odelia Shiron, director of the Lupa information systems department, to talk about how working with Adelante helped get things under control.
“The solutions offered by Adelante are saving us days of work, which we at Lupa very much appreciate!”
“During the first lockdown,” she recalls, “thousands of customers called our company, and that created a heavy load on the system. We had to close a few channels because of this situation.”
One of the first things the company had to deal with was the duplication of customers’ requests via multiple channels. Nowadays, there are many ways to reach companies, like WhatsApp, emails, phones, the company’s website, social networks, and many more.
“Duplicate tickets consumed our time as we had to readdress the same issues again and again”
“We noticed,” says Odelia, “that many customers were contacting us on several different channels with the same request or question, which created a lot of pressure for the service center. At first, we did not know how to deal with it – as dozens of tickets were coming in daily.”
The desire to improve an all-important aspect of the company’s customer service system had led Lupa to contact Adelante, which specializes in implementing advanced technological solutions to improve service and support processes.
“The changes Adelante put in place streamlined the workflow — and sped it up”
After discussing and characterizing Lupa’s needs, they decided to use Adelante’s platform for merging duplicate tickets, based on Zendesk, to bring about a significant change in the service system at Lupa. And, according to Odelia, this was the right decision, made at a time so critical to the company.
“The changes Adelante put in place,” she points out, “largely streamlined the workflow and sped it up. Currently, customers get responses for all of their requests in one place. Representatives can also deal with a single request – concentrated and detailed – while looking at all the customer’s previous requests, made on a number of platforms, on the same screen – without looking for information in different places.”
“Adelante’s solutions solve about 10-15% of our customer requests every day — without the need for a human agent”
“Everything is now in order,” summed up Odelia, “The new working method helps both our representatives and our customers. They get the answers to their requests in a much quicker and more convenient way.”
And for those who want to understand how much the Adelante system has helped improve Lupa’s work, Odelia provides some data to shed further light on the process. “We get thousands of monthly requests, and Adelante helps solve 50 – 70 help tickets from all of our customer communication channels daily. This number of tickets represents 10 to 15 percent of the help requests, significantly reducing the burden on our customer service representatives.”
“Apart from the solution itself, we noticed that Adelante was attentive to our needs, and that was very important.”
Odelia explained that they were looking for a solution to this problem for a long time but did not find the right one. “But then,” she explains, “we got a positive recommendation about Adelante, and they turned out to be great partners. At every stage, we felt as if we were being supported from all directions and not only focused on solving support requests — and that’s the point.”
Odelia continues, “Adelante’s willingness to broaden its scope of service and provide solutions to other problems along the way was, and is, a reflection of the company’s desire to help with anything that also affected this specific project.
“Adelante — they’re more of a business partner than just a provider.”
“Today, I would wholeheartedly recommend Adelante’s service to anyone interested.” she emphasized, “As for me, I have no doubts about choosing their service. Although Adelante is a young and innovative company, it has the experience and knowledge to focus on your specific problem and provide you with a quick and effective solution.”