Case Study: Urban

Urban is the top at-home wellness platform in the UK. Urban confronted a problem that many quickly growing startups encounter: lengthy, administratively burdensome hiring procedures for a remote customer service crew that hampered their capacity to offer top-notch customer support. To solve these problems, Urban turned to Buddle for assistance in 2021.

Urban's Challenge

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Urban's remote hiring process was frustrating and time-consuming. The potential candidates they found elsewhere were simply not high-calibre.

In addition, training offshore candidates was "laborious", which often led to exits, either because Urban's internal team members were dissatisfied with the candidate or because they could not keep up.

"The recruitment process took weeks, if not months," says Joanna Brown, Urban's Director of Customer Experience & Operations.

One buddle RP to Team of Ten

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When Urban first became a Buddle client, they hired one Customer Service Representative to begin with.

In almost two years, they have grown their Buddle Remote Professional team to ten across several departments: Customer Support, Partner Support, Finance and Administration.

Before Buddle

High cost per role

Time-consuming recruitment processes

Low-calibre talents

After Buddle

Improved cost efficiency to output ratio

High-calibre Remote Professionals

30-40 hours saved per vacancy

40% reduction in recruitment costs

Happy Days

Thanks to Buddle, Urban's recruitment process is now much faster and more efficient.

"Candidates are well-briefed and well-prepared for interviews and there is far less admin for recruitment in general."

Buddle's RPs have not only brought significant capacity and efficiency to the team, but they are also excellent communicators, both internally and externally. Because of this, Buddle's RPs have become an integral part of Urban's company culture and fabric.

According to

Urban's estimates...

35-40

hours per vacancy are saved by working with Buddle

40%

reduction in recruitment costs by hiring Buddle Remote Professionals.

joanna-brown-at-urban

"Partnering with Buddle has been an absolute pleasure."

The fact that we can explore alternative roles, not just Customer Service, has been fantastic. I would highly recommend Buddle to any remote business.

Joanna Brown

Director of Customer Experience & Operations