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Case Study

Delivering 48% Greater Efficiency & Enhanced Customer Experience for a Leading Photo Product Group

From Complexity to Control: A Unified CX Model

Our client is a European group of photo-product brands, turning customer’s pictures into books, prints, wall art, and personalised gifts across multiple markets. As volumes and expectations grew, particularly around key seasonal peaks, they needed a single partner to stabilise service, unlock efficiency, and give them a clearer view of performance across languages and channels.

The DDC Group runs a centralised, multilingual customer service operation from our nearshore hubs in Bosnia and Serbia, providing:

  • Customer experience operation
  • Digital & social response
  • Order & post-sale support
  • Complex case & escalation management
  • Insight, QA & continuous improvement

All of this sits under a single governance model with shared MI, regular performance forums, and a joint improvement roadmap, giving the client consistent coverage, stronger control of outcomes and a scalable platform for future growth.

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Client Requirements

When the client first engaged with The DDC Group, they were looking to consolidate their outsourced operations to a single strategic partner who could deliver end-to-end services. Their key needs were:

  • One multilingual operation, with consistent service levels and brand tone of voice.
  • A partner who could support all major channels - calls, emails, messenger, and social media – for seamless CX
  • Manage seasonal demand without permanently increasing internal headcount.
  • Gain transparent performance data to guide improvement.
  • Build a platform that could later extend into specialist case handling, content, and learning.
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The DDC Group was selected as the outsourcer of choice for our customer experience, back office, and multilingual expertise. As is the DDC way, we tailored a solution to their needs and financial requirements. Moreover, our ability to adapt to their supply and demand was a major contributor to the decision-making process.  

Our Solution at a Glance

The DDC Group delivered a scalable, multilingual, multichannel CX solution that:
1
A dedicated CX team covering all voice and non-voice activities
2
Omnichannel support across calls, email, messenger and social media, delivered 363 days a year
3
A back-office layer to handle adjustments, credits, order checks, and follow-up tasks.
4
Quality and performance management with clear KPI’s for AHT, FCR, CSAT, adherence, and reopen rates

 

5
A roadmap that expands into specialist workflows, content creation, and LMS-enabled training, giving the client a scalable platform for future change.

Since our partnership started in 2021, the operation has moved from rapid stand-up in challenging conditions, through stabilisation and scale-up, to a mature, data-led hub that now underpins rebrand activity, tier consolidation, and ongoing optimisation.  

Key Elements of our Solution

91000

calls handled in just 6 months

10

languages delivered for top-tier CX

44000

emails managed seamlessly
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Agile workforce that adapts to demand.
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Quality assurance experts implementing strategic insight.
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A partnership approach with seamless system integration.

Proof of Transformation
Tier 1 Performance Improvements:

(Tier 1: Storio’s frontline support, handling high-volume, lower-complexity customer contacts quickly across channels)

  • Improvement in Reopen rate - tickets coming back open reduced by 42%, meaning improved customer experience, and lower cost to serve
  • 11.8% increase in response rate (85% → 95%)
  • 9.2% improvement to CSAT score (76% → 83%)
  • 42.1% reduction in re-open rate (19% → 11%)
  • Like-for-like volumes deliver a 48% reduction in delivery effort, enabling a material reduction in cost-to-serve.
Tier 2 Performance Improvements:

(Tier 2: specialist support for complex, high-risk, or escalated cases that require deeper investigation)

  • AHT reduced by 187 seconds

  • 41% improvement to the average resolution time

  • CSAT stabilised in the mid-70% range for complex cases.

 


 
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DDC

From Delivery to Co-Creation

The strength of our partnership lies in its reliability with depth: consistent delivery on mission-critical work paired with a performance culture that solves problems before they surface. Seasonal volatility is absorbed without disruption; first-time outcomes improve because of the high levels of insight that guide decisions. Over time, this has created a foundation of trust where operational predictability and strategic intelligence coexist.

What began as contact handling has matured into an integrated operating model: tier consolidation, specialist workflows, content and knowledge ecosystems, and an LMS-enabled development framework.

The next chapter together is about reshaping the CX model for a tech and AI-defined era, turning professional-services capabilities into visible, organisation-wide change, and shifting the partnership from “provider of capacity” to co-creator of capability.

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