Pedidos Ya Latin America
Xtendo increased the NPS by 35% by providing contact center services to the Delivery Hero Group in Latin America, while also boosting productivity by 110%.
The client
Leading multinational company in logistics services for retail.
The challenge
Increase user NPS, boost contact center productivity, and reduce hourly costs.
110% growth
in productivity over 24 months
35% growth
in NPS over 2 years
+500,000 transactions
processed monthly
+30 business lines
served simultaneously
Customer Satisfaction (CSAT)
CSAT above the industry average for Quick Delivery
Client Industry
Retail
Target Contacts
App users, delivery riders, and businesses listed on the platform (restaurants, bars, pharmacies, supermarkets).
Type of service contracted
Outsourcing of customer service processes and channels. Contact Center/CX.
Target Countries
15 Latin American countries
The solution
A team of human agents trained in customer service and channel management is implemented, led by experts in management and coaching from Xtendo Global.
The service is delivered in a 100% remote model with agents working from 4 countries, supported by a mentorship and continuous training framework. Additionally, attractive performance-based incentive plans and talent promotion programs for leadership potential are included.
Productivity is increased from 5 to 12 cases per hour per agent within 24 months, and NPS is improved from 40.5% to 55%.
Xtendo Global designed a flexible and robust 360° operational structure that covers more than 30 specialized business lines across three critical verticals: Customer, Partner, and Rider Service.
We scaled an operation from 20 to 900 collaborators, ensuring quality in a three-sided marketplace (Users, Merchants, Riders) with high criticality, immediacy, and demand peaks during an explosive regional expansion.
By leveraging a pioneering remote work model, Xtendo Global’s BPO achieved superior adaptability compared to traditional structures, enabling it to absorb massive volume growth during the pandemic with unmatched flexibility, agility, and speed.
This full integration allowed PedidosYa to safely increase its operational capacity, transforming a pilot team into a reliable, efficient, and highly scalable execution arm.
Xtendo consolidated exponential growth in PedidosYa’s operational capacity and quality, fully managing its ecosystem with efficiency metrics that exceed the global industry standard.
What they say about Xtendo
“The synergy we’ve achieved with Xtendo has gone beyond the traditional client-vendor relationship to become a true strategic partnership. What really sets them apart is their people: a professional, empathetic, and always-available team that ensures open and close communication, with a focus on achieving our goals and operational excellence.
Thanks to their proactive approach to continuous improvement, they have been able to adapt to our challenges with agility, exceeding expectations. The excellent results achieved reflect a shared commitment to excellence that establishes them as a cornerstone of our mission: to simplify the daily lives of millions of people, ensuring the best experience with every interaction.”
Contact Ops Sr Manager PedidosYa
“I would like to thank the entire Xtendo team for their support and for generating work synergies and strategies for the future. It is a pleasure to work with a team that is so committed to its clients, and where we can always support each other. Thank you very much for your efforts.”
Sr. Manager Partner Care
PedidosYa
“We really wanted to thank you for your professionalism and promptness with each request. In any company, certain situations may arise that require making adjustments and requesting a certain degree of flexibility from the supplier with whom we work and have a partnership, in order to adapt to the needs of the business we are part of, especially considering how dynamic and agile it is. You once again demonstrated your commitment and high professionalism by coming back to us with the actions carried out, as well as with the proper registration and impact on the rostering in a timely manner with everything that this entails, for correct processing by our team. This is the type of attitude that is a pleasure to work with and that invites us to continue generating new business opportunities in the future, to continue nurturing this partnership. Our thanks to the entire Xtendo team for accompanying us in the best way in this new stage.”
