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~ Salesupply ~

difficult to bring Salesupply employees to the quality standard the positive perception of customers made an important
we required within a few months,” he says. contribution to expert’s good performance,” explains
Marcus Willbold.
Boom in demand during lockdown makes rapid
scaling necessary “Would recommend Salesupply without reservation”
The online business of the group suddenly took on a whole The Head of Ecommerce is satisfied with Salesupply’s
new dimension with the start of the corona pandemic in performance: “Salesupply has proven to be a very reliable
the spring of 2020 – and the repeated lockdowns. “Scaling partner, not only in terms of scaling the volume of
customer support with the unanticipated multiplication of the collaboration but also in the close contact at the
our online transactions was a challenge,” reports Willbold. management level. This has made it possible to quickly
“Salesupply succeeded in growing the support team for our overcome short-term, unforeseeable challenges together.”
online shop by 80% within a very short time. Interim backlogs
could thus be processed swiftly, and it was possible to meet On the part of expert, the good collaboration has led to
our targets for customer support even with the strong growth consideration of also involving Salesupply in other back-
in online sales.” end areas in the future. “I would recommend Salesupply as a
customer care service provider to other companies without
Measurable positive outcomes in the support quality any hesitation,” says Willbold – and adds a practical
Salesupply was able to meet the specifications from expert recommendation: “Below a turnover level of 30 to 50
both in the average wait time for telephone support and in million euros, I would start with customer service in-house
the response time to customer e-mail enquiries. Another first. Once you have worked out all the basics, it is much
indicator that is important for expert is the customer easier to connect a service provider for further scaling, as
satisfaction value measured via Trusted Shops. Despite the was the case with expert.” ••
corona-related boom in demand, expert is already very close
to the targeted value of 4.8 with 4.58 points in spring 2022.
The high service level was confirmed by the good score in
the Wirtschaftswoche customer service rankings: In both
2020 and 2021, expert was named as part of the group of
leading electronics retailers receiving the “Top Service”
award. “The work of Salesupply and how this affects

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