Scaling friendly support for every delivery

Challenge

As the Black Friday season approached, the Rituals customer care team was under pressure. Hiring in-house was slow, training took too long and the candidates they could find on their own did not match the standard they needed. Response times were already at risk and the brand experience was in danger.

The turning point

Rituals needed to scale fast while protecting quality and reducing stress. They chose Cocoroco for their ability to deliver speed, flexibility and ready-to-work professionals without contract complexity or compliance concerns.

Within two weeks Cocoroco deployed 80 Dutch-speaking professionals and 30 German-speaking professionals who were operational from day one. All candidates were pre-vetted and experienced in customer care so training time was almost zero.

What changed

The peak season became a new way of working. Rituals now hires exclusively from their fixed Cocoroco talent pool and uses the flex pool whenever seasonal demand rises. Their office footprint has reduced because most professionals now work remotely and productivity has grown.