After repeatedly launching successful Kickstarter campaigns, Peak Design has garnered a positive reputation attracting a high volume of customers.

Peak Design highly nurtures their in-house talent but are open to the acquisition of more human resources that can add to the experience of Peak Design. With their rapid growth and the customer support tickets piling up for their in-house team, it became clear that in order to keep up with the increasing global interest for their products, Peak Design needed to outsource their customer service to support multiple communication channels while covering different timezones for their international customers.

In addition, the administrative burden of hiring in-house staff was not cost-effective and was very time-consuming.

To build their envisioned dedicated customer service team, Booth provided Peak Design with a shortlist of pre-vetted, highly-skilled talent who matches their culture and business needs. Peak Design was able to get to know each candidate individually, assessing whether their soft skills will be the right fit for their team.

They initially started with 3 employees (a Team Leader and 2 Senior Customer Service Associates) under a fully managed service model where Booth was responsible for managing the day-to-day operations, with key performance indicators that include CSAT and service-level agreements to meet the daily target of handling customer service tickets within a 6-month period.

After a 6-month period, Peak Design was confident in their team and processes to move from a Managed Services model to a Staff Leasing work-from-home model under the guidance Booth's Operations team.

The customer service team has seamlessly adapted into Peak Design's culture resulting in an increased productivity but more importantly, a consistent increase in customer satisfaction.