UrbanStems is DC-based online flower delivery startup whose goal is “building the Hallmark of our generation.” With hip and modern branding, the company offers sustainably sourced bouquets, original designs, and “happiness delivered.” Considering UrbanStems’ focus on providing a world-class customer experience, it's no surprise that they’re one of the best in their industry, with a 300% year-over-year growth. But, in 2017, their reputation took a major hit when the Valentine’s Day orders came rushing in, but due to various reasons, their operations couldn’t keep up.
The next year, UrbanStems needed a partner to help them to mend their reputation with highly trained, short-term staffing. That’s where Boldr stepped in and offered their expertise in providing flexible, quality 24/7 customer experience solutions.
Want to know how it happened? Here’s the story:
Valentine's Day is, of course, one of the most important floral holidays of the year. But in 2017, UrbanStems experienced a "Flower Brownout." That day, the volume of deliveries was ten times greater than on a typical day.
With more deliveries scheduled, the support team received more tickets as well: up to 800 tickets a day during Valentine’s week (compared to the usual 200). And, as luck would have it, the company’s systems and tools crashed. The designated Valentine’s team was maxed out on their ability to promptly solve customer issues. As a result, bouquets were delivered late or, worse, not at all.