Customer Support Outsourcing for Pet Tracker Brand | Case Study

Overview

Tractive is a global pet technology company headquartered in Austria that provides GPS tracking and activity monitoring solutions for pet owners. As its customer base expanded across multiple countries and time zones, maintaining responsive and consistent customer support became increasingly important. To address these growing operational demands, Tractive partnered with OBI Services to create a scalable support model capable of delivering high-quality customer experiences worldwide.

OBI Services created a dedicated 24/7 customer support team. This team handles inquiries, troubleshooting, and replacements across many channels. Within months, the collaboration showed measurable success. First-response times were 30% faster. Ticket resolution rates increased by 25%. Customer satisfaction (CSAT) scores improved as well.

The engagement started in March 2024 and is still active. It operates with a budget range of $50,000 to $199,999. Across all evaluation criteria, it has received a perfect 5.0 rating.

The Client’s Goals

Reducing response and resolution times was critical because delayed support interactions could negatively affect customer trust and product adoption. Tractive also sought to maintain consistent communication standards across all support channels while managing increasing ticket volumes generated by its growing international customer base.

The Challenges

Before collaborating with OBI Services, Tractive’s internal support team encountered significant challenges. These were due to rapid growth and increasing user demand.

During product launches and seasonal sales campaigns, support requests increased significantly. Common inquiries included device activation, GPS connectivity issues, subscription management questions, and replacement requests. These spikes created pressure on internal resources and increased the risk of longer response times.

Tractive required a partner capable of integrating seamlessly into their existing workflows. The partner needed to embody their philosophy of customer happiness. Additionally, scaling efficiently without compromising quality was essential.

Our Approach

Recommended Strategy

OBI Services developed a detailed customer support outsourcing solution for Tractive’s international operations.

The strategy included:

• Building a dedicated team of 6–10 agents trained in Tractive’s systems and tone of voice.
• Establishing 24/7 multi-channel support (email, chat, social media).
• Install a feedback-driven performance framework. Check key metrics like Customer Satisfaction (CSAT), First Response Time (FRT), and resolution rates.
• Maintaining proactive communication and reporting cycles with the client’s leadership team.

Execution

The dedicated team from OBI Services was seamlessly integrated into Tractive’s support systems. This included connecting with their helpdesk and CRM tools.

Key responsibilities included:

• Responding to customer inquiries on device setup, connectivity, and subscription issues.
• Processing replacements and account support requests.
• Monitoring and maintaining SLAs for response, resolution, and satisfaction metrics.
• Conducting weekly performance reviews, QA checks, and continuous improvement sessions.
• Supporting internal training with feedback from frontline interactions.

The OBI Services team showed flexibility and adaptability. This was especially evident during product rollouts. They effectively managed promotional seasons that required dynamic support scaling.

Results & Outcomes

The collaboration produced measurable operational and performance gains across many customer experience metrics.

Key Results:

• 30% decrease in first-response time across email and chat channels.
• 25% improvement in ticket resolution rate within the first quarter.
• Noticeable increase in CSAT scores, reflecting enhanced user satisfaction.
• Reduced backlog during high-demand periods and product launches.
• Consistent global coverage with seamless cross-time-zone support.

Tractive expressed appreciation for OBI Services. They commended their proactive management and clear communication. They also recognized their continuous improvement mindset. Tractive described their partnership as crucial to enhancing customer satisfaction.

Why This Matters

For companies operating in the pet technology industry, customer support is directly tied to customer retention and product adoption. Fast issue resolution helps maintain user confidence, particularly when products involve GPS tracking, subscription services, and device connectivity. This case study demonstrates how structured support operations can help growing technology companies maintain service quality while scaling internationally.