Transform Your Client Experience into a Growth Engine

Your Partner in Client Experience Transformation

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services

Core Services

What We Do

As a collective of talented workers, we deliver tailored solutions to optimize client experiences, reduce costs, and enhance operational efficiency. From AI-powered automation to expert outsourcing, our services drive measurable results.

Claims Management for PDNR (Product Delivered Not Received)

Reduce refund rates by up to 15% while retaining more clients.

Fraud Prevention Outsourcing

Safeguard revenue and build client trust.

CX Technology Migration

Seamlessly transition platforms (e.g., Zendesk to Gorgias) for enhanced CX delivery.

CX Training and Quality Monitoring

Equip your team with actionable insights to prioritize high-value issues.

Escalation and Negative Review Management

Increase conversion rates by 5-9% through improved online ratings.

Email and Chat Support Outsourcing

Boost client lifetime value by up to 20% with faster, more responsive support.

Employee Performance Management

Save up to $15,000 per agent by reducing turnover and improving training.

managing-partners

Managing Partners

Dedication. Expertise. Passion.

Our Managing Partners are the driving force behind every project we undertake. They ensure seamless coordination, uphold accountability, and guarantee that our work meets the highest standards. With their leadership, we deliver results that align with our clients’ goals and expectations.

Yannick B. Prince

A management science graduate and data enthusiast with over 10 years of leadership experience, Yannick has excelled in increasing output (SLA) while maintaining top employee engagement and client satisfaction metrics (CSAT). He has managed teams as large as 200 employees in fast-growing environments such as BIXI and SSENSE. Yannick is also the founder of the Socially Responsible Investment Club of Quebec.

Phil Nadeau

An accomplished IT and e-commerce project manager with a unique blend of expertise. Armed with a Bachelor's degree in Industrial Engineering and a Computer Science diploma, Phil has extensive experience at companies such as PSP Investments, SSENSE, and Uni-Select. His deep industry knowledge and track record of successful project management make him a valuable asset for navigating the complexities of the digital world.

Harold Fioravanti

A customer service professional with over a decade of experience in leadership, coaching, and project development. Harold’s expertise spans HR, management, quality analysis, and offshore call center operations. He was awarded the Dicom Employee of the Year in 2017 and is known for his ability to drive success through process improvements and team development.

Eric Taillefer

With over 25 years of experience in contact center management and outsourcing, Eric has spearheaded major projects that optimize business processes and cost structures while migrating multinational operations to the cloud. Renowned for his hands-on management approach, Eric’s expertise is grounded in leadership roles at Bell Mobility, Nordia, BIXI, and Genesys.

Rémi Canton

A computer science graduate with 15 years of experience in customer experience and marketing, Rémi has honed his expertise in optimizing processes and integrating VR, AI, and automation solutions. As the founder of VR2GO and a former leader at Dental-Wings and SSENSE, Rémi is passionate about driving efficiency in high-growth environments.

Mathieu Rajaofetra

With a proven track record in scaling DTC eCommerce brands ($10M–$1B+ revenue), Mathieu specializes in enhancing ROI through exceptional customer experiences and conversion strategies. His expertise lies in reverse-engineering purchasing journeys, leveraging first-party data, and building scalable systems that align cross-departmental goals.

Ready to Boost Your CX?

We are a Gorgias Partner.

1. Discovery & Benchmarking:

We analyze your current CX strategy to uncover opportunities for growth and ROI improvement. Ask about our free CX Scorecard.

2. Optimize Operations:

Streamline manual processes and automate reporting for real-time insights that improve efficiency and decision-making.

3. Deploy AI for Quick Wins:

Implement AI for basic inquiries, resolving 15-20% of cases without human intervention.

4. Scale AI for Growth:

Expand AI capabilities to manage up to 70% of complex interactions, ensuring scalability and enhanced client satisfaction.

Our Proven Approach:
CX-as-a-Service (CXaaS)

about

Real Results

Enhance your business with our strategic solutions.

Tailored Support

Conversion Optimization

Claims Management

Personalized and responsive assistance to boost client lifetime value by 20%. We are here to elevate your success.

Drive growth with our proactive approach. Witness a 5-9% increase in conversion rates through review management and escalation strategies.

Experience a 15% reduction in refund rates with smarter claims management.

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