Client Review Title: Customer Service Outsourcing for Rewards Platform
Overview
This customer service outsourcing case study highlights how a fast-growing rewards platform improved global customer support performance through a structured outsourcing model. Scrambly, a rapidly expanding rewards platform, faced challenges in scaling customer support for a worldwide user base.
OBI Services was engaged to restructure and manage the entire support operation, establishing a dedicated 24/7 multilingual customer support team. This overhaul significantly enhanced the user experience, resulting in a 28-point increase in CSAT to 100%, a 35% improvement in issue resolution, and a reduction in first response time from 10 hours to under 2 hours, all while maintaining the existing operational budget.
The Client’s Goals
Scrambly sought to improve its customer support system to better serve a growing global user base. The company aimed to provide 24/7 multilingual support to users worldwide, speed up response times, and reduce ticket backlogs. Improving customer satisfaction and retention was a key objective. Establishing a data-driven reporting system was also prioritized to monitor performance and guide continuous improvements.
The Challenges
Before partnering with OBI Services, Scrambly encountered major challenges in its customer support operations. Response times averaged ten hours per reply, and global users experienced long wait times due to limited coverage. Service quality varied across languages, and the internal team was overstretched without a scalable support infrastructure.
Scrambly needed a flexible, reliable outsourcing partner to manage customer inquiries and back-office tasks without expanding its internal team or increasing operational costs.
Our Approach
Recommended Strategy
OBI Services developed a customized support operations strategy tailored to Scrambly’s platform and user base. The approach focused on delivering 24/7 coverage across multiple time zones, deploying a dedicated support team trained specifically for Scrambly’s workflows, and using performance metrics such as CSAT, resolution rates, and first response time. Maintaining a consistent brand tone and seamless user experience across all channels was a core priority.
Execution
OBI Services assembled a team of six to ten agents to manage Scrambly’s global support operations. The team handled inquiries via email, live chat, and social media. Responsibilities included account access assistance, password resets, reward redemption support, payout verification, offer tracking, and platform navigation guidance.
The team also managed back-office tasks such as ticket triage and data entry. All agents were fully integrated into Scrambly’s CRM and communication tools. Weekly performance reports tracked customer satisfaction, resolution rates, and response times, while regular quality assurance checks ensured accuracy and consistency.
Results & Outcomes
The partnership between Scrambly and OBI Services delivered measurable and sustainable improvements across key performance metrics. Customer satisfaction (CSAT) increased from 72% to 100%, reflecting a 28% improvement in user experience. First response time was reduced from 10 hours to under 2 hours, while resolution rates improved from 65% to 88%. Support availability expanded from limited hours to full 24/7 global coverage.
Operational efficiency also improved, with Scrambly maintaining stable operational costs despite extended service hours.
Additional Results:
- Enhanced user retention and improved app ratings
- 24/7 multilingual customer support delivered without additional cost
- Stronger brand trust and customer loyalty through consistent service quality
What Businesses Can Learn From This Case Study
- How 24/7 customer service outsourcing improves response time and customer satisfaction
- Why multilingual support is essential for global digital platforms
- How data-driven performance tracking improves service quality
- How outsourcing scales support operations without increasing internal workload
Why This Matters
In the competitive rewards app industry, user experience plays a critical role in retention and platform success. Delayed responses or unresolved issues directly impact user trust and app store rankings.
By partnering with OBI Services, Scrambly achieved fast, reliable, and data-backed customer support, strengthening long-term growth while maintaining cost efficiency and operational stability.