How Remodelmate Streamlined Operations and Improved Customer Support with DigiWorks
Marketplace • US
Background:
Remodelmate, an online marketplace for home renovations founded by Chad Hall and led by Logan Phillips as the Head of Operations, provides homeowners with a transparent and efficient platform for managing their renovation projects. The company aims to simplify the renovation process by connecting customers with local contractors, offering secure online payments, and providing options for self-management or concierge services. However, the company faced challenges as the head of operations was overwhelmed with multiple responsibilities, including customer support, coordinating with designers and contractors, and handling various operational tasks. To address these challenges, Remodelmate turned to DigiWorks, a platform connecting businesses with remote talent.
Challenge:
Remodelmate faced the challenge of a heavy workload on the head of operations, who was handling multiple responsibilities simultaneously. This led to increased stress levels, limited scalability, and a strain on customer support and operational efficiency.
3
Talent Hired
Technology
Industry
+160%
Customer Growth
200+
Hours Saved
Solution:
To alleviate the workload and streamline operations, Remodelmate partnered with DigiWorks and hired a team of three remote talents with expertise in customer service and operations.
Customer Service and Operations Team:
The remote talents hired through DigiWorks played a vital role in supporting Remodelmate’s operations and improving customer support. They were responsible for managing email communications, providing prompt and accurate responses to customer inquiries, coordinating with designers and contractors, and ensuring efficient workflow management. Their strong written and organizational skills, along with a logical and detail-oriented mindset, helped in accurately calculating quantities, such as tile volumes required for projects. Additionally, their customer-facing manner and professionalism enhanced the overall customer experience.
Results:
By leveraging DigiWorks and hiring remote talent for customer service and operations, Remodelmate achieved significant improvements in operational efficiency, customer support, and scalability.
Streamlined Operations and Reduced Workload:
With the support of the remote operations team, the head of operations at Remodelmate was able to delegate tasks, reducing their workload and enabling them to focus on strategic initiatives and business growth. The remote team efficiently handled email communications, coordinated with designers and contractors, and managed operational tasks, resulting in streamlined processes and improved productivity.
Improved Customer Support and Professionalism:
The remote customer service team provided exceptional support to Remodelmate’s customers. With their excellent written and verbal communication skills, they delivered prompt and courteous responses to customer inquiries, resolving issues efficiently. Their high level of professionalism and customer-facing manner enhanced the overall customer experience and built trust and satisfaction among clients.
Enhanced Scalability:
By leveraging the expertise of the remote operations team, Remodelmate achieved improved scalability. The delegation of tasks and efficient workflow management allowed the company to handle a larger volume of projects and expand its services without compromising quality or customer satisfaction. This increased scalability created new opportunities for growth and revenue generation.
Overall:
Overall, the partnership between Remodelmate and DigiWorks, facilitated by the hiring of remote talent for customer service and operations, led to significant achievements. The head of operations experienced a reduced workload, operational efficiency improved, and customer support was enhanced. With the support of DigiWorks, Remodelmate successfully streamlined operations, improved customer satisfaction, and positioned itself for sustainable growth in the online home renovation market.
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DigiWorks is an easy-to-use platform that helps small businesses and startups manage remote talent from around the world. DigiWorks offers a way for you to onboard, train, and pay people from all countries. Looking for an all-in-one platform where you can hire, manage, and build your remote team? Speak with us today and we’ll help you achieve your business goals!