Increasing Customer and Associate Trust and Satisfaction

Increasing Customer and Associate Trust and Satisfaction

Employee Retention  •  Recruiting   |   09/28/2022

The Client

One of the first companies to successfully build, launch, and scale online brands in the fast-fashion footwear category. Their exceptional growth is fueled by their ability to incubate new brands, extend product lines, expand internationally, and pioneer innovation in omnichannel commerce.

The Need

Just prior to the onset of the COVID-19 pandemic, TechStyle had a backlog of returns from across the nation. They were also faced with an 18-month deadline to vacate their site to move to another location. TechStyle outsourced the entire project to ResourceMFG including hiring staff and leadership, arranging daily scheduling of carriers, and overseeing safety and quality.

  • Fulfillment orders were suffering because of low employee recruitment and high turnover rates in one of TechStyle’s three buildings.
  • Their current staffing partner was only filling 25–30 of the targeted weekly positions when TechStyle needed up to 80 positions filled per week.
  • TechStyle was experiencing a reduction in recruitment, employee performance, and overall job satisfaction. In turn, customer satisfaction was also waning.
  • TechStyle needed a staffing partner to provide an on-site support structure and detailed data to help maintain positions, reduce turnover rates, and increase customer satisfaction.

The Solution

With these goals in mind, we went to work:

  1. On-Site Management

    We provided an aggressive on-site support structure that included a strategic account manager, an on-site VIP recruiter, an on-site coordinator, a staff performance manager, and floor coaches for each shift. We also automated managerial reporting through our time and attendance technology.

  2. Recruitment

    We immediately funded a digital recruiting strategy and deployed grassroots recruiting efforts to fill the necessary positions for optimal output. In addition to the support of our VIP recruiter, we also created a VIP implementation team and a timeline to help organize recruiting efforts and gauge success.

  3. Order Fulfillment

    We studied the best practices from TechStyle’s California operation and leveraged those resources locally so we could capitalize on order fulfillment and productivity.

  4. Communication

    We established a weekly progress call with TechStyle to review on-site support, order fulfillment, turnover rates, employee engagement, and large- and small-scale successes.

The Outcome

The outcomes were:

  1. Associate satisfaction improved significantly

    Average associate satisfaction feedback is now 4.9 out of 5 stars.

  2. The filled-order percentage soared

    The filled-order percentage went from 50% with TechStyle’s previous partner to 101% with ResourceMFG.

  3. Employee turnover dropped

    Employee turnover dropped from 22% to 8% in 2 weeks.