# Little Moons Case Study - Outsourced Customer Support

By partnering with The SaaSy People you can easily build a long term solution that’s both scalable and flexible – without having to hire new in-house team members!

Customer retention is 5x cheaper than customer acquisition.

The Challenges:

## Creating a thriving CS team

## Complete Management of Customer Service

Inconsistent customer service due to frequent account manager changes with previous partner.

## Timing

Time-consuming onboarding and training of new staff.

## Team Extension

The need for a customer service partner to act as a true extension of the Little Moons brand.

“Before we partnered with SaaSy, we actually worked with a different customer service agency. When I came in, [building the customer service department] was all quite new, and it was down to me to build up the customer service department, create it and run it how we wanted it to be run. The main challenges [with our previous partner] were that we had a continuous change of account managers, meaning we were continously using time to update account managers on how we envisioned our customer service to be.”

## Yasmin Currey

## Brand Executive, Little Moons

Primary Goals:

## Achieving Independent and Consistent Customer Support

A partner who could independently handle the day-to-day management of customer inquiries, reducing direct involvement in routine customer service tasks.

## Reliability and Consistency

After experiencing frequent changes in account management, a core goal was to find a stable and consistent partner to avoid the recurring cycle of retraining and re-establishment.

## Seamless Brand Extension

It was crucial that the outsourced team could act as a genuine extension of the Little Moons brand, providing responses and interactions that aligned with their tone and values.

"I knew moving forward, it was a case of looking for a company that was able to manage solely our customer service department and we definitely found it with SaaSy."

## The SaaSy Impact

Reviews, Repeat Business and Time Saved.

## Significant Time Savings for Internal Teams

Time saving, on average, of one working day per week allows the internal team time to be focused on the most meaningful work.

## Positive Customer Complaint Resolution

Customers consistently provide positive feedback on how their complaints are handled, often reporting that they leave the interaction feeling satisfied despite the initial issue.

## Agents Acting as True Brand Representatives

SaaSy's agents go beyond simply answering queries by crafting thoughtful responses that align with the Little Moons brand voice and proactively finding solutions rather than just escalating issues.

Building on a Foundation of Success.

## Focus on Maintaining Current Success

## Scalability for Future Growth when/if Needed

## Continued Satisfaction with the Status Quo

"SaaSy have just taken on the customer service role and the customer side of things with ease. We're super happy with SaaSy here!"

## Case Study: Little Moons

How streamlining customer support empowered Little Moons' growth and shaved a day off their week!

Little Moons are not your average dessert. These bite-sized balls of deliciousness encase creamy gelato in a soft, chewy mochi dough, creating a uniquely delightful experience that's both familiar and surprisingly new. These innovative treats offer a captivating combination of pure indulgence.

"It's saved me so much time as I'm not having to focus on customer service. On busy days, I'm saving two hours a day. In some weeks, it can be roughly 5 to 10 hours per week, freeing up a significant portion of my time to focus on other aspects of my role."