Skip to content “What stands out most about OBI Services is their commitment to flexibility and continuous improvement.”
Tractive, a leading pet tracking company from Austria, has partnered with OBI Services. This collaboration aims to enhance and scale Tractive's customer support operations. Tractive needed a reliable outsourcing partner. Demand was growing, and they needed to cover more time zones. The goal is to ensure high-quality, multilingual customer engagement is consistently maintained.
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.
Tractive collaborated with OBI Services to enhance customer support capacity. This partnership aims to improve the quality of global user interactions. Key objectives included:
• Reducing response and resolution times across all channels.
• Maintaining consistent, brand-aligned communication with customers.
• Handling high-volume support tickets during global peak periods.
• Improving customer satisfaction (CSAT) and loyalty.
• Implementing a continuous improvement framework for support quality.
With a rapidly growing customer base, Tractive needed a partner to:
• Manage high-volume support tickets across many time zones
• Maintain consistent, high-quality communication across email, chat, and social media
• Improve response and resolution times without losing their brand’s personal touch
OBI Services appointed a dedicated team of 6–10 customer support specialists.
Their role is to manage global operations. The strategy included:
• Multi-channel support: Email, live chat, and social media help
• Product help: Guiding customers with device setup, troubleshooting, and replacements
• Account management: Handling subscriptions, billing, and warranty requests
• Performance tracking: Weekly reports, CSAT monitoring, and quality checks
We smoothly integrated into Tractive's systems. Regular virtual meetings and structured feedback loops kept us aligned. Continuous training and QA reviews enhanced efficiency and lowered escalation rates.
“Deliverables were consistently completed on time, and the team was proactive in addressing issues. Their responsiveness and organization made collaboration seamless.”
• 30% faster first-response times across all support channels
• 25% improvement in ticket resolution rates within three months
• Higher CSAT scores for chat and email support
• Reduced backlog during peak periods
• Global coverage ensuring customer satisfaction across time zones
“Their proactive and organized approach enhanced our customer experience globally.”
Tractive successfully scaled its operations by outsourcing customer support to OBI Services. This move also improved their service quality and speed. They selected OBI for its flexibility, responsiveness, and commitment to continuous improvement. This partnership enabled Tractive to concentrate on innovation while OBI managed global customer satisfaction.
“OBI Services quickly adapted to our systems, tone, and workflows. Their positivity and collaboration make them a standout partner.”
Tractive
5.0
Overall Score