Fliits
In just seven months, Fliits grew from 35 to more than 2,200 delivery drivers thanks to Xtendo’s outbound support. Maintaining an SLA of less than 24 hours, with 99% of queries resolved in less than 4 hours. And real-time absenteeism control that ensures service continuity in Spain’s challenging food delivery market.
The customer
A leading European company that manages last-mile fleets, offering comprehensive solutions to ensure efficiency and quality in deliveries.
The challenge
Scalability and delivery driver experience in Spain's competitive food delivery market. Fliits faced a challenging management situation due to rapid growth in demand that exceeded its operational capacity. The company needed a flexible and agile BPO solution that would allow it to expand its fleet of riders exponentially without compromising its service level agreements (SLAs) or the end customer experience.
35 to over 2,200 Riders
In 7 months
99% of inquiries are resolved
In less than 4 hours (none exceeding 24 hours)
Customer industry
Logistics, transportation, and last-mile delivery.
Target contacts
Riders who work for the app
Contracted BPO + AI solution
Outbound management for recruiting delivery drivers; inbound customer service + 2X Agent operational support (AI combined with human talent) for fleet management, coordination, and tracking of delivery drivers.
country target
Spain
The solution
Xtendo implemented an outbound management model, with more inbound attention and support, drawing on its extensive experience in logistics and fleet management. Xtendo’s remote team, together with our AI software, took on several key functions to optimize Fliits’ operations:
- Exponential fleet growth: the incorporation and availability of new delivery drivers was coordinated to ensure adequate coverage.
- SLA optimization: Ensured that 95% of cases were handled in less than 4 hours, with a maximum response time that never exceeded 24 hours.
- Reduction in absenteeism: Through proactive monitoring, absenteeism incidents were managed to ensure the presence of delivery drivers at critical times.
What people are saying about Xtendo
Aqui va Testimonio Jose
Jose Cliente Fliits
As Xtendo’s manager on this project, I am proud of the impact we have made. Our experience in the sector allowed us to understand Fliits’ needs and scale its operation exponentially without sacrificing quality. In terms of operational growth, our team’s dedication was crucial, as we implemented a strategy to attract new delivery drivers through outbound calls, helping Fliits grow from 35 to more than 2,200 active riders in just seven months. Our team’s proactive approach cemented the relationship as a strategic partner. In terms of SLA, we optimized processes to ensure that tickets were resolved in less than 4 hours, 99% of chats were answered in less than 5 minutes, and only 3% of calls were missed. Reducing absenteeism through proactive monitoring allowed us to ensure the presence of delivery drivers at key moments, which directly translated into greater reliability and efficiency for Fliits and its customers.
