About MadeComfy
MadeComfy is a hospitality business based in Australia that offers short-term rental services for apartments and houses entrusted by homeowners. The company assures that all listed properties have been carefully chosen, meet company standards, and that every guest will get a feel of character and comfort.
Excellent service, location, and quality property units have helped MadeComfy achieve growing success over the years. When the 2020 global crisis arrived, the impact on the business was significant: profits declined while demand remained high, and the available list of premium units was insufficient to accommodate more renters. To save money without layoffs, management formed cross-functional teams (called “MadeComfy mini-pods”) with members from marketing, sales, and technology. The mini-pod was introduced in response to a crisis, but is now a permanent part of MadeComfy’s operations.
Business Needs
TREC Australia hosted a boardroom presentation event in 2019 that MadeComfy’s CEO attended. In 2022, a reconnection happened. MadeComfy was looking to partner with a contact center in the Philippines to upskill their operational process. Due to high demand, handling customer queries had become challenging.
- MadeComfy needed a seamless approach to support mass guest inquiries across channels in the most efficient and professional manner.
- Improve the call abandonment rate with active support of agents to keep the business running smoothly, especially during peak hours.
MadeComfy’s target was 14 full-time equivalents for the business.
The Solution
MadeComfy sought a flexible vendor with similar culture and values, but most importantly, an expert in local Australian account management. MadeComfy chose TREC Australia after a thorough evaluation of other BPO providers. The decision was based on the expertise presented about the business, the professionalism of the TREC team, and the loyalty of the employees, recognizing how many have been with the company for over 10 years.
TREC Australia’s Director, Scott Wooden, facilitated the first meeting with MadeComfy’s decision-makers Roman, Simon, and Peata. Subsequent meetings were primarily supervised by Jackie Guillen, TREC’s Senior Team Lead, with coordination from Michael Gozon, TREC’s Operations Manager, and Donna Portales, TREC’s Manager.
The Manila team concluded to provide MadeComfy with an Inbound Solution that includes phone, email, and live chat support to fully back MadeComfy’s guest experience journey.
Results
MadeComfy has successfully launched its partnership with TREC Australia, taking their business to the next level.
- Achieved a streamlined customer experience for better customer retention.
- High call volumes are now efficiently managed while delivering call quality.
- Access to a dedicated support team and real-time metrics of agents.
MadeComfy saw a significant improvement in their abandoned rate in just one month after working with TREC Australia. The GX Manila team’s efforts have led to an abandoned rate of about 5%, compared to MadeComfy’s usual result of 17%.