From The Founders: Odondo — Re-imagining the customer service journey

A promise of a "customer service in a box" platform experience

With a virtual call center concept at the heart of their business plan, Odondo’s unique platform is disrupting and transforming the delivery of customer service, for those looking to bolster an existing in-house team, or where customer service is currently outsourced but not delivering. We had the chance to sit down and dig into the core of Odondo’s mission and vision as we talked to one of its founders, Aamir Baloch, who has raised 100% of its target funds through Eureeca and is now in overfunding.

Promising a “customer service in a box” platform experience, Aamir has let us pick his brain with a few rounds of questions to better understand how they came up with such a different approach to re-imagining the delivery of customer service in a £270 billion global market that continues to grow.

Q: What problem does your company solve?

Aamir Baloch: Odondo resolves several existing issues with issues companies face with customer service today. Regardless of whether it’s in-house or outsourced, the traditional model of customer service delivery suffers from inflexibility, low-quality agents, and high costs that cost businesses time, money, and a better customer experience. With Odondo, we aim to fix those issues with cost-effective customer service solutions that will soon be autonomously built, resourced and managed.

Q: What makes your company unique in your market?

A.B: Odondo’s platform matches a network of remote-working, gig-economy agents to clients on-demand, providing them with higher quality customer service, delivered flexibly and all at a lower cost. With over 150 agents today, we plan to grow and rollout “customer service in a box” – a self-service version of our platform that will revolutionize how clients build and manage their customer service functions. Simply put — we’re easy to use and only pay-as-you-use.

Q: What made you decide to try crowdfunding?

A.B: Our proposition is simple — to understand the problems within the customer service industry and solve them. Many of the issues are very well known to anyone who’s had to sit and wait on the end of a phone call for ages. We plan to roll out a self-service customer service platform and tools that are easy to use, pay-as-you-use, and deliver a top-quality customer experience, and would like to invite everyone to join our journey.

Q: Where do you see your business and market in 2 years?

A.B: We’ve gained real traction over the last 12 months through our “managed service”, with revenues of £1.5M as we continue to reimagine the customer service journey and delivery. In the current economic climate, companies are becoming ever more sensitive to customer sentiment, and great customer service is increasingly becoming a real differentiator for forward-thinking companies. The great thing about our model is that we don’t need to own the market to be successful — we’re well on the way to becoming a huge company. At the current run rate, we aim to break even in the next year.

Q: What are you most proud of in the years you have been operating?

A.B: Lots of things! But mainly the tenure of some of our clients and agents for one, some of whom have been with us for more than a year and who clearly love what we do and how we do it. Our goal is to continue making our clients and partners happy with Odondo’s services.

Q: You have the funds raised – what is the first thing you plan to do?

A.B: Take a minute to catch our breath and then push on — the funds will help us grow our sales team and tackle new geographies of which MENA is a priority. We also plan to grow our tech team to help us deliver our unique and cost-effective self-service customer service platform to the SME market who are currently priced out of outsourcing.

Q: How would you qualify the investor response so far?

A.B: The engagement has been great so far! We believe that investors understand the problems we’re solving for firsthand, and get what we’re doing to radically change things for the better. We believe that once we transform the customer service experience, we’ll set a precedent with our platform and easy-to-use solution services.

Agile Customer Service That Scales with Demand

Odondo’s distributed on-demand model gives you access to experienced, high-quality agents that deliver better customer service at a lower cost. It’s that simple. Even more so after our interview with Aamir — we see a clear picture of Odondo.

One that shows their solutions revolving around a customer-centric approach on solving the complex customer service problems with a “customer service in a box” self-service platform. We hope investors and future clients will witness how Odondo will transform and revolutionize how they provide a new journey to clients and provide a brilliant brand experience.