German-Speaking Data Management

In Brief About The Client

Our client is one of Germany’s most popular and most widely used price comparison websites. This project is run by solute GmbH – a company that has been based in Karlsruhe since its foundation in 2004. The platform helps the online shopper find cheap deals from trustworthy shops. Detailed and clearly prepared product information makes it easier for the Internet user to decide between millions of offers from thousands of shops. Since 2006, the company has been regularly awarded with a TÜV certificate for its services which include:

• Price comparisons in more than 15 main product categories
• Category-specific filters for product searches
• Extensive product details in addition to price information
• Highest quality of price and product information

The Challenge

The greatest challenge we had was to increase the competitiveness of our client by building a team that could review and ensure the quality assurance of the price and product information. We had to offer a maximized number of employees at reduced costs with the same degree of quality, thus ensuring a competitive advantage for the company.

The Solution

The tough project was won by innotec thanks to the well balanced price/performance ratio that we offered. The project itself was delivered by the Bulgarian innotec operation.

From mid-April 2012 until July 2012 we managed to organize and supervise the entire transition process of the data processing service centre to Bulgaria. Afterwards, we established a so-called “managed service model”. This successful strategy meant that all technology and process frameworks were provided by us and that the client could retain the strategic control and process authority.

Thanks to the short implementation time we managed to achieve, our client entrusted us with further commissions and by the end of July 2012 a team of 30 specialists had started to work. The initial recruitment took one and a half months and more than 70% of the proposed profiles were accepted.

Since May 2013, the team has been carrying out customer research and support for data processing on products offered on the website. The working language is German and all assigned tasks are performed according to agreed SLAs and KPIs.

Benefits / Results

  • Cost savings of 45% on an hourly basis compared to the previous set up
  • Quick reaction times
  • Managed service model
  • Experienced recruitment
  • Quality, as measured by agreed KPIs and SLAs

The project is ongoing and by establishing a successful partnership with the client, we have often been able to grow the number of members in the team and to take on new responsibilities. So far, there are more than 70 people engaged in quality assurance and collecting relevant product information, including product images and videos in more than 400 product categories. We set up a separate team of 15 employees in 2013 for writing product reviews on a daily basis, thereby continuing to help our client succeed in gaining more competitive edge over its rivals.