The background.
Order.co is an AI-powered procure-to-pay platform revolutionizing the purchase and payment process for mid-market businesses and well-loved brands alike. As the platform grew, its team recognized the need for a support model that could scale flexibly while matching the company’s streamlined services. The challenge was to increase capacity in line with volume while ensuring strong integration, operational clarity, and consistency as complexity intensified.
Based in New York, Order.co sought a partnership in a location close to the US for tight collaboration. Time zone alignment and the ability to build in-person relationships were crucial. Our Colombian operations offered a strong nearshore solution. For the right balance of proximity, cultural alignment, and access to top talent, Order.co partnered with Awesome CX.
The solution.
Awesome CX launched our Order.co collaboration in February of 2024. Establishing a focused team in Bogotá, we championed a clear mandate: building a stable, agile foundation. Rather than rushing to expand, we placed our early emphasis on putting the right operational building blocks in place to make quality scalable. Key solutions delivered included:
- Consistent operating procedures: Working closely with Order.co, our team documented and standardized core workflows to ensure that requests were handled reliably regardless of volume or complexity. Clear guidelines reduced friction, supported faster onboarding, and unified quality expectations across functions.
- Staffing and attendance protocols: Awesome CX introduced structured scheduling and attendance practices to improve coverage predictability and reduce service disruptions. Strong governance ensured access to the right resources at the right times, facilitating responsive service levels that meet fluctuating demand.
- Performance measurement and visibility: For visibility into workload distribution, efficiency, and utilization, we implemented transparent and clear reporting and tracking mechanisms. In place of reactive readjustments, this enabled proactive and effective data-driven decision-making between Order.co and Awesome CX.
- Scalable team structure: With growth in mind, we designed an operating model including clearly defined leadership roles and progression paths. Our structured approach supported expansion across multiple lines of business while maintaining engagement, accountability, and continuity.
- Optimized support channels: We identified email as the optimal primary channel, combining this with a smaller volume of targeted phone interactions. This mix allowed the team to maximize quality while growing smoothly.
Our partnership with the procure-to-pay leader expanded from an initial focus on customer support to encompass order management and invoicing reconciliation within a year - a testament to mutual trust, diverse expertise, and nimble scalability.
The results.
Our bespoke nearshore model quickly delivered Order.co clear, measurable improvements. Within the first few months of launch, partnering with Awesome CX paid off across core KPIs. Highlights include:
- Boosting service level performance to 96% within the first month, providing consistent and reliable coverage.
- Slashing average handle time (AHT) by 50% from approximately 16 to 8 minutes, increasing efficiency and process clarity.
- Scaling from 6 to 21 full-time team members in under one year, supporting multiple lines of business.
In addition, the procurement tech leaders enjoyed stronger operational visibility, minimal attrition, and a support team that remains closely connected to internal stakeholders, with our convenient operations making collaboration easier. Overall, Awesome CX continues to deliver a thriving partnership built on accessibility, alignment, and trust - all while facilitating continued growth.
