Case Study

Travel Marketplace Gets a Customer Support Team that Surges to 3X the Size
Commercial
8
Users
5
Departments
27
Processes
Executive Summary

This Series B Travel and Entertainment startup builds, curates, and delivers the best travel experiences for a community of 35,000 members, revolutionizing fan interaction into a brand's best—and most authentic—sales channel.

Employees
Series B
Funding Round
$88.5M
Funding Amount
The Process Stack
The chart below shows the largest groups processes we've run for clients over time, their "process stack."
A Series B travel and entertainment startup builds, curates, and delivers the best travel experiences for a community of 35,000 members, revolutionizing fan interaction into a brand's best—and most authentic—sales channel.
Outcomes
  • Customer Support - Inbound emails, chats, social.
  • Managing Disputes
  • General Research - Finding the Best Hotel Deals
The Need

The entertainment company helps brands share epic experiences, like backstage passes or new night clubs, with millennials through a members only event marketplace. They were looking for a partner capable of helping them deliver world-class brand experiences even with extreme changes in seasonal demand. The challenge? Finding members, connecting them to vendors, and managing their experience. The company needed a vendor that would deliver the same world-class quality and provide an extreme surge capacity.

The Story

Following COVID, the demand for travel dropped. Then spiked again immediately. The team needed to grow their customer support operation. They'd worked with BPOs before but they weren't able to provide the desired brand experience.

Invisible's team includes 25 FTEs with surge capacity to reach 90 (ENTER) in busy seasons with just 3 weeks notice. Importantly, Invisible manages inbound calls, emails, and chats with a level of quality nearly indistinguishable from the internal team.

The Impact
TOOLS USED IN PROCESS
No items found.

Get this Stack

How one company goes from an industry specific pilot to outsourcing the load across every department. Quibusdam corporis sint nemo fugit architecto et. Eveniet occaecati voluptatem ipsa est nostrum eos ipsum.

GIVE YOUR KEY LEADERS LEVERAGE

INDUSTRIES
INNOVATION
MODEL
WHY BREADTH MATTERS

Our core capabiliites, always the same, can be combined into unique process stacks that create endlessly unique solutions for our customers. This year alone, we’ve run X processes for Y type companies ranging from small to large and yada. While our processes are standardized, no client’s use of Invisible is the same.

Why Worksharing?
Keep Exploring.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Subscribe to our newsletter.
There's a guest bot-columnist. #GPT-3
Subscribe to our newsletter.
There's a guest bot-columnist. #GPT-3