Driving Growth & Great Customer Experiences for a Laundry Firm

The Client

The Client is a Chicago-based dry cleaning and laundry service provider serving over 6,000 households. They offer eco-friendly dry cleaning, laundry, alterations, and household item cleaning services, prioritizing quality and convenience.

The Challenges

The Client faced four key challenges in their customer experience operations:

• The in-house team struggled with high-volume customer interactions across multiple channels and lacked after-hours support, leading to delayed responses and inconsistent pickup and delivery notifications.
• Order processing errors, including incorrect cleaning methods and wrong item deliveries, affected customer satisfaction. The team also had trouble handling urgent requests efficiently.
• Identifying condominium partnerships and attracting customers in new markets was challenging, exacerbated by the absence of a standardized onboarding process, which hindered service quality and scalability.
• The Client failed to respond promptly to customer feedback across platforms, risking their online reputation and customer trust.

Solution

Hugo addressed the client’s challenges by implementing a comprehensive, multi-faceted approach.

Streamlined Communication and Order Management

• Hugo assembled a 4-agent team with expertise in laundry services to implement a two-tier support system for general and complex inquiries via email, chat, and phone, achieving a 2-minute average response time and after-hours email support for 24/7 assistance.
• The team created a comprehensive knowledge base, FAQ system, and customizable response templates to ensure consistent information and tonality across agents. Additionally, they offered concierge support via SMS and a call center for pickup and delivery, providing scheduling, real-time updates, and personalized assistance for customer inquiries.

Enhanced Quality Control and Issue Resolution

Hugo implemented a triple-check system at the pickup, processing, and delivery stages.

• A specialized “Garment Issue Resolution” team developed a troubleshooting flowchart for common issues.
• Direct communication with cleaning facilities was established for quick problem resolution, supported by bi-weekly training sessions.

Reputation Management

One agent was always assigned to promptly handle reviews using a sentiment analysis checklist and implemented a follow-up system for negative reviews.

Outbound Sales Support

• Hugo’s team researched and qualified leads for over 100 condominium units using diverse data sources and a scoring system based on location, size, and amenities.
• The team conducted initial outreach via phone and email, created detailed profiles for qualified leads, and presented top opportunities to the client, securing 2-3 new partnerships monthly.
• Hugo also streamlined partner onboarding with a standardized checklist, created a digital information package, and established a centralized FAQ database for easy access, supported by a continuous feedback loop. They maintained data quality through regular database cleaning and CRM updates and offered a 30% discount on first orders to attract customers.

Outcomes

• 50% reduction in complaints related to response times and order accuracy.
• Maintained a 2-minute average response time across all channels, with a 70% increase in after-hours customer engagement.
• 60% reduction in garment-related issues, with 95% of problems resolved within the first interaction.
• 80% increase in positive online reviews; 90% responded to within 24 hours.
• 2-3 new locations onboarded monthly; 40% increase in new customers from partnerships.

Thanks to Hugo, “We’ve streamlined our processes and elevated our customer experience while successfully expanding. Their expertise has been invaluable,” -Alex M., Head of Customer Service.