Building operational structure and pet parent trust for a fast-growing telehealth provider.

The background.

Enjoying fast growth across the US, this digital petcare leader specializing in virtual veterinary services required exceptional, flexible CX to match. Facing this increased customer demand, the company’s initial setup proved insufficient. First response times were lagging, support processes were fragmented, and quality was inconsistent as rising request volumes overwhelmed the existing team and its systems. 

To address this, the pet telehealth needed a total customer experience overhaul. Its founders sought a mature partner equipped with the right tools and techniques to support rapid scale smoothly. Familiarity with our experts’ holistic, structured, and strategic approach led them directly to Transcom. 

The solution.

In just three months, Transcom’s team transformed our client’s CX, establishing exceptional support from scratch. Our CX Advisory’s work began with comprehensive performance analyses to identify process gaps, friction points, and key opportunities for improving efficiency and quality. We complemented this with customer journey mapping to ensure a profound, systematic understanding of every aspect of users’ experiences. Based on this, we introduced a custom training program and onboarding roadmap encompassing tone of voice, tools, knowledge, and processes. 

We seamlessly scaled our client’s support team from two to 40 agents in under a year, increasing headcount by 50% every three months while ensuring consistent service. To secure quality across operations, Transcom delivered a tailored QA framework as well as streamlining workflows, especially around prescriptions, to eliminate unnecessary back-and-forth and boost first-contact resolution (FCR). Supporting our client with CRM migration, organizational design and early planning for outsourced veterinary staffing, we went beyond bespoke, end-to-end CX to true partnership. 

The results.

The immediate impact of Transcom’s partnership was transformative. We slashed the first response time in half, from eight hours to just under four, ensuring customers received timely support when they needed it most. This decisive improvement, combined with our tailored training and efficient workflows, led to a remarkable 7.9% increase in CSAT in just one month and a consistently high QA score exceeding 85%. Today, our client is regularly earning 5-star reviews across all channels, a testament to the exceptional quality and consistency of support we’ve built from the ground up.

Solidified by these substantial gains, our partnership has continued to evolve and expand. This includes monthly meetings with the digital petcare leader to review KPIs, provide data-driven recommendations, and contribute strategic improvements. Beyond simply answering tickets, Transcom is proud to proactively support the brand in future phases of growth, securing a foundation of sustainable, high-quality CX to cultivate the loyal base behind their continued expansion.