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Canada3PL / LogisticsMontreal, Canada
Polaris 3PL
Bilingual offshore customer service for a Quebec-based 3PL.
Team Size
24 FTE
Duration
16 months
Cost Saved
53%
Challenge
The problem
Bilingual (English + French) customer service was hard to staff locally and even harder to scale during peak season without OT costs ballooning.
Solution
What Operanta did
We deployed a 24-agent bilingual customer service & track-trace desk, with documented escalation matrices and integration into the client's Cargobase and CargoWise stack.
Result
The outcome
- Bilingual coverage 6am–11pm ET, 7 days/week
- First-contact resolution improved from 54% to 81%
- Peak season handled without overtime spend (saved CAD $260K)
- Customer churn dropped 38%