Brewing Better Support: How Boldr Helped Odeko Serve Up Excellence

"Seriously, you all are the best. Quick to respond, and the issue is normally super minor, and you always make sure to get it handled fast. When people talk about customer service, they should use you as the standard" - an Odeko Customer 

Executive Summary

“After a loss of confidence in their previous BPO provider, Odeko needed a reliable outsourcing partner to deliver high-quality tech support and ensure a seamless service for coffee shops across the U.S., driving customer revenue and net dollar retention without sacrificing quality. 

As they scaled from 6 to 16 markets in just a year, Boldr built a dedicated team that matched Odeko’s high standards and service ethos. In just 6 months, we helped reduce First Response Time (FRT) by 74%, significantly improving customer experience and operational efficiency.”

The Challenge: Scaling a Service Worthy of a Premium Product

Odeko is known for delivering a premium experience to independent coffee shops across the U.S. Their rapid growth, expanding from 6 to 16 markets in under a year, increased their need for consistent, high-quality support. Their internal team was committed to maintaining service excellence, but their BPO partner was failing to provide the support they needed. 

This led to their in-house Tier Two specialist (who should have been focusing on complex issues) having to cover the Tier One queue, stretching their bandwidth and pulling them away from their actual responsibilities.
Odeko’s internal team, deeply committed to their client relationships, found that their outsourced support didn’t meet the level of care and ownership they expected, making it hard for Odeko to step back from day-to-day support fully. This is why finding a reliable partner that would scale with them wasn’t just a priority; it was a necessity.

These were some of the BPO challenges they were facing:

• A lack of leadership and monitoring
• Poor attendance and unreliable coverage
• Lack of assistance in training, development, and escalations
• Communication issues
• Low-quality customer responses (team members sounding robotic and lacking comprehension skills)

Odeko was looking to shift from a growth-at-all-costs model to a profitable, efficient growth strategy. This meant maintaining a high-quality support experience through growth and earning the trust of their on-the-ground sales teams, ultimately freeing them from the support queues.

The Solution: A Dedicated Team Driving Reliable Coverage, Expert Training, and Best-in-Class CX Practices

To address Odeko’s challenges, Boldr developed a holistic, tailored plan focused on building a team specifically designed to meet Odeko’s customer needs and business objectives, covering everything from recruitment and onboarding to ongoing performance management and continuous improvement. 

Our approach focuses on:

• Customized Recruitment: We built a dedicated and product-savvy tech support team with strong soft skills, attention to detail, bilingual capabilities, and a deep sense of ownership.
  
  
• Effective Onboarding: To build a team that felt like an extension of Odeko, we developed a comprehensive training program. This included detailed playbooks, scorecards to track key metrics, and ongoing coaching from our team captain and Boldr’s Learning & Development team to train and upskill team members continuously.
  
  
• Reducing Turnover and Churn: By equipping our team members with the right skills, benefits, and support they need to fulfill their roles, we proactively improved retention, anticipating staffing needs and filling in the gaps when needed without disturbing support queues for overall team performance.
  
  
• Strategic and Flexible Coverage:  We provided staffing for holidays, which their previous BPO vendor had not supported. This ensured that Odeko’s internal teams no longer had to cover shifts outside their scheduled hours.
  
  
• Improved Customer Experience: We focused on training our team members to become an extension of Odeko’s team, adopting their tone and voice to improve consistency, while delivering quality responses and improving CSAT scores.

What Have We Built Together?

Since partnering with Odeko, we took it as a challenge to build a team that could help drive revenue and growth, giving their Tier Two team the time and capacity to focus on scaling their business. Boldr successfully built a well-trained, dedicated team that delivers excellent customer experiences for their premium market while maintaining high service quality and reliability.

Here are our results so far:

• Achieving a 92% CSAT score: CSAT improved 7.5% from November to January, surpassing the 90% goal set for the entire support team (T1 and T2).
  
  
• Improved First Response Time: Reduced first response time by 74% in six months
  
  
• High-Quality Tech Support: Through continued improvement and ongoing learning through coaching, our team has consistently achieved quality performance with an average of 90%. 
  
  
• Handled Growing Ticket Volume: As ticket volume increased month over month, our team kept pace, delivering fast, high-quality support without sacrificing performance.
  

 A bright future ahead

We are proud of the partnership we have created with Odeko. By confidently delivering a team that strives for excellence, we have demonstrated our commitment to sustainably growing their business.
Katie Rose, Odeko’s Sales & Customer Success Leader, shared her thoughts on our partnership:

“Boldr’s performance in managing the majority of the tickets has been favorably BETTER compared to our previous vendor [...] Thanks to the team's efforts in taking the majority of the volume, I was able to transition one of our team members in Tier Two Support into the role of Onsite Process Support for the Denver market.”

As we look ahead, we are excited about the opportunities for continued growth and deeper collaboration with Odeko, ensuring that their customer experience remains strong, scalable, and impactful.
Connect with global talent and start scaling your business with Boldr’s ethical outsourcing today.

Aitana Rangel Garibay is Boldr’s Marketing Specialist and she is passionate about writing purpose-driven stories.