How weWow reimagined CX with Otrium

Otrium is a fashion outlet marketplace that connects premium brands with customers looking for quality fashion at better prices. As the company scaled rapidly, delivering great customer experiences at every stage of the journey became a bigger challenge, especially with growing order volumes, international markets, and seasonal peaks.

The challenge

In 2021, Otrium faced rapid growth and needed to standardize and centralize all their customer service operations without compromising quality. Key requirements included:

• Expanding support capacity to match customer demand
• Maintaining high customer satisfaction (CSAT) and quality scores
• Establishing 24/7 global support coverage
• Implementing effective fraud prevention measures

Not an easy ask, right? But nothing weWow couldn’t take on.

A shared culture focused on employee happiness made the partnership a natural fit, and a decision Otrium wouldn’t regret.

The solution

In order to meet its goals head-on, Otrium partnered with weWow to build a support operation that could scale with speed and precision. WeWow provided:

• Rapid scaling from 5 to 45 support agents during peak periods
• 24/7 global customer support coverage
• Implementation of fraud prevention protocols
• Continuous feedback and integration with Otrium's internal teams

What came out of it was a lean, agile support setup that felt less like outsourcing, and more like a true extension of the Otrium team.

The results

The collaboration yielded significant outcomes:

• Maintained an 85% CSAT score and 95% quality scores
• Established a scalable support model ready for international expansion
• Enhanced operational efficiency through strategic input
• Contributed to Otrium's position as a top-rated payment solution in the Netherlands

These outcomes proved that scaling fast doesn’t have to come at the cost of quality, alignment, or customer satisfaction.

Conclusion

weWow's partnership enabled Otrium to scale its customer support effectively, ensuring high-quality service during periods of rapid growth and laying the foundation for future international expansion.

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