Case Study | Shropshire Food Delivery Company


Running a successful delivery business means having a slick, efficient, reliable back-office team managing operations – but what happens when this isn’t the case?

For one Shropshire-based delivery provider, this unfortunately was the reality. That was until they found DeskFrnd.


Having previously recruited employees in a more ‘traditional’ way, and worked with an expensive call centre to assist with their administrative needs, our client was frustrated at the employment obstacles they were facing. It was extremely difficult to recruit – thanks to the anti-social hours, and the minimal availability of candidates in their local area. Plus, they were frequently let down, with no-shows being a regular occurrence, and sickness days being fully taken advantage of.

Without a team of motivated and loyal staff members in-house, the logistics of the delivery system began to fail. Their role is crucial – monitoring the remote delivery workers on the road, watching orders coming in, ensuring they’re being fulfilled, and dealing with any queries. Without this need fulfilled, the service offering was reduced, having a detrimental knock-on effect to customers and the reputation of the business.


In December 2021, DeskFrnd introduced them to a team of 3 individuals – two of which work throughout the week, and a third who assists with the busier shifts of Friday and Saturday evenings. Providing crucial administrative support, they’re responsible for ensuring a seamless service throughout the business, as well as being the first point of contact for customers to deal with all questions and queries. As eloquent English communicators, who work to suit the UK hours required, it’s unnoticeable that they’re in fact located almost 4000 miles away in Asia.

Frequent contact is made between the company and their DeskFrnd team – with regular meetings and reviews. This gives both parties the opportunity to raise any concerns, ask questions and iron out any teething issues.

No longer is the client being let down by no-shows, or unreliable candidates. Instead, they’ve created a team of loyal, motivated and dedicated employees, who have removed constant headaches and worries.

Following the initial connections, DeskFrnd assisted with the seamless integration into the business and the personalised employee training to ensure they completely embodied the client’s company culture.

In a world of remote and home working, it’s no different that they’re located across the world, than if they were on the other side of town. Plus, it saves money – with business and office costs redundant, and a labour saving with wages around half of the UK minimum wage. 

The partnership with DeskFrnd has enabled the director (and his team) to focus their attentions on other areas of the company, such as generating new business, with the knowledge that the day-to-day operations are now running smoothly, and no longer a major cause for concern.


“Before DeskFrnd, we were often let down by staff members, which had a detrimental effect on the business – and was a huge risk to its longevity. I was incredibly stressed and couldn’t seem to get the right fit in terms of the team. That’s until I found DeskFrnd.

Just over a year ago we embraced their innovative ways of co-employment, and will never look back. DeskFrnd are a great team to work with – nothing is too much, and they’ve completely transformed the structure of the company. It’s been a turbulent year for me, and so I’ve perhaps not been the easiest client for them, but they’ve been extremely flexible and accommodating, evolving and adapting to my ever-changing needs.

Now, I have complete and utter faith in my fantastic team, and am incredibly grateful for the value they’re bringing to our company.” – Company Director

Case Study | Online Marketing Agency

About the client

Our client is an online marketing agency, revolutionising the way online marketing is applied to most businesses. They offer the most modern marketing methods, implemented with tailored packages to suit their diverse customer base.

DeskFrnd Team Setup

DeskFrnd runs a team of four dedicated operators covering 12 hours per day, working to support a wide range of businesses that use our client’s services. The exponential growth of their brand meant they needed a customer support team to assist with marketing enquiries, ensuring customers see the best results in their campaigns.

DeskFrnd Team Results

– £40k+ per year in overhead reduction
– 95%+ customer satisfaction
– 30-second response times
– 2x burst capacity over the business periods
– 0 downtime due to staffing or recruitment

What the client is saying about DeskFrnd

We’re a relatively small team though we have extreme growth potential, which DeskFrnd is finally helping us achieve. Managing enquires overnight and at the weekends left minimal time to focus on other areas of business, but our dedicated customer support team means we can now satisfy customers whilst focusing on developing our infrastructures.

The DeskFrnd team are professional and knowledgeable surrounding our brand and services, making it a pleasure to work with them. We’re excited for the future as we continue to up-scale our support and grow even further in sales.”

About DeskFrnd

We build full-service support teams that flex and scale monthly. Our dedicated teams provide technical product and service support and also handle wider issues too – such as invoicing, escalations, and more.

We operate out of multiple countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 100+ trained individuals in one month. Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.

Our service comes fully managed. We use a three-part management system to ensure consistently high performance from all of our Specialists.

Case Study | National Security Provider


When growing some particular businesses, handling operations out of hours can be a huge barrier to success – with the labour to manage this being extremely expensive.

This was an issue faced by a national security provider, covering various sites across the UK. Until they were fortunately introduced DeskFrnd.


Having previously handled late-night enquiries and call-outs with an expensive in-house coordination team, our client faced significant restrictions for the future. Finding in-house staff for such anti-social roles was a challenge alone, never mind retaining these individuals. As a result, their costs were through the roof, and they were in need of a sustainable way of working.

The downtime caused by a lack of retention was reducing their ability to maintain their clients’ resilience. With their service offering slowly reducing, their reputation was at stake, and their likelihood of winning new tenders was plummeting. They knew that they had to find an alternative solution in order to operate smoothly and project growth in the future.


At the beginning of 2021, DeskFrnd introduced them to a team of 8 operators who are responsible for managing client enquiries outside of typical work hours. This includes alarm responses, welfare checks and Adhoc security requirements. By covering these elements, our client could return to taking on new sites with confidence because they have the peace of mind that out-of-hours workloads were taken care of. In fact, despite their new members being located on the other side of the world, the service was elevated massively. The difference is night and day from the initial in-house operators being spread too thin and feeling burnt out.

The initial team and the DeskFrnd team are in regular communication to ensure no information is lost between the shifts, as this could cause major issues. This also gives the DeskFrnd team the opportunity to ask any questions and raise their concerns.

The two teams have been working together seamlessly, and the business is now no longer letting down clients who require support outside of the typical 9-5 working hours. This is a huge weight lifted off their shoulders.


“The DeskFrnd team have been fundamental to our growth and ability to provide high-quality protection around the clock. We take pride in our response time and the operational resilience we offer to clients; DeskFrnd has allowed us to excel in these areas and set ourselves apart from the crowd.

We started with a small in-house support team, which proved to be a struggle on its own. We now have DeskFrnd covering all out-of-hours operations. This has given us the opportunity to focus on other aspects of the business, meaning we can reach growth targets with fewer restrictions and fewer factors negatively impacting our reputation.

DeskFrnd’s account management team are always happy to help when we need it, and we’re forever grateful that we found such a service. ” – Director