Scaling Customer Support For Creative Group | 5CA

Founded in the Netherlands by two Dutch entrepreneurs, was the first e-voucher website in the world. Today, they operate multiple brands across more than 130 countries. In the last five years, they’ve disrupted several markets and experienced rapid growth, adding many services and solutions in the exchange of digital value.

When their fast-growing startup started gaining momentum, they realized they needed to speed up their response time to their customers and implement multilingual support. For that, they joined forces with 5CA.

The challenge. provides its customers with the the fastest and safest experience exchanging things such as gift cards, e-vouchers, and top-up codes. Though they already had a customer service structure in place — providing support in five languages with a shared agent inbox — they needed to scale up.

As the fast-growing startup experienced substantial commercial success, it gained millions of customers around the world. found it challenging to quickly reply to customers. Their ticket backlog was increasing, and their CRM system didn’t allow their desired flexibility.
They realized they needed a CRM that was a better fit for their needs and a flexible customer care partner to scale up their customer support.

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Our solution.

We onboarded in just three weeks. The process included access to our cutting-edge customer support tools, a fully-trained support team of enthusiastic agents, near real-time KPI reporting, and a Client Service Manager who works day in and day out to make’s customer services even better.

Integrating into the 5CA ecosystem meant implementing a customized new CRM system. This afforded them the flexibility they wanted and allowed for in-depth insights and analytics.

Using data visualization tool, Power-BI, we were able to deliver usable operational information such as reaction per case, contact ratio, and average first-time response as part of our Service Level Agreement. Access to these metrics and the ability to dive into them allows to make informed strategic decisions.

As a pilot for, we provided support via our proven work-from-home model which quickly yielded positive results. Now they aren’t restricted by geography, has access to a talent pool of agents from all over the world. We can now efficiently staff additional agents whenever support volume increases.

As partners, have a relationship focused on innovation and flexibility.

Reduced ticket backlog to an average reply time of 3 hours

Access to support tools allowed for in-depth insights and analytics

Agents seen as extension of the family

The results.

With no intention of slowing down, continues to deliver a fast and safe experience for its users.

Since working with 5CA, has:

  • Reduced ticket backlog from 4 days to an average reply time of 3 hours
  • Tier 1 and tier 2 agents working together as an extension of the family
  • Access to our support tools ecosystem allowed for in-depth insights and analytics

“We have a true partnership with 5CA. Tier 1 agents working together with tier 2. The 5CA team has become an extension of the team.”

Saskia Budel
Customer Support Manager

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