A Toronto courier operation went live in four days.
A last-mile courier needed support coverage fast and worried onboarding would drag. The desk learned their software and went live in four days.
The challenge
A growing Toronto last-mile operation was drowning in “where is my parcel” calls and needed support coverage quickly. Their main worry was onboarding — previous vendors had taken weeks to learn their tools, and they couldn’t afford a long ramp.
What we did
- Ran an accelerated onboarding focused on their routing and tracking platform.
- Trained agents on their delivery exceptions and customer-update process, with bilingual English/French cover for the market.
- Started with a short shadow period, then took live calls.
The result
The desk was answering live customer calls inside the operation’s existing software in four days — faster than their last in-house hire had ramped. Status-call volume to the core team dropped immediately.
Onboarding was days, not weeks. They learned our software faster than our last hire.
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