Integrated Marketing Manager The Nest by Concentrix
Global Customer Support Director Podimo
Account Executive Nordics Zendesk
Scaling customer experience is tricky—especially when growth is rapid, margins are tight, and operations are fragmented. In our webinar, Podimo shared how they worked with The Nest by Concentrix and Zendesk to overcome these challenges while maintaining quality and efficiency.
Podimo initially scaled reactively, hiring local agents for each new market. Anna Senso explains:
“We started hiring people for each local language—Danish, Norwegian, Finnish—but eventually we realized it was unprofitable and fragmented our support.”
Insight: Instead of reacting to growth, design CX operations as if you’re already a global player. Build frameworks, processes, and systems that scale, even if you only have a few agents today.
Matt from The Nest highlights a common mistake:
“Startups often rely too heavily on headcount or technology alone. The right balance—people bringing empathy, processes giving clarity, and technology providing efficiency—is critical.”
Podimo applied this by:
Maintaining a central core team to manage all markets
Standardizing processes across countries
Leveraging AI and translation tools to support multilingual queries
Result: streamlined operations and consistent customer experiences worldwide.
When volumes spike, reactive hiring is costly. Podimo’s solution:
“Automation helped us manage spikes, like subscription changes or launches, without increasing headcount. Agents could focus on high-value interactions,” says Anna.
They implemented automated responses and workflow triggers to handle common, low-effort requests while maintaining a human touch where it mattered.
Podimo built a knowledge base covering 95% of common queries. Anna shares:
“We structured it so any agent can resolve an issue quickly, using macros, shortcuts, and pre-built responses. It grows with our product, not against it.”
Insight: A structured, modular knowledge base enables:
Fast onboarding of new agents
Efficient automation and AI integration
Consistency in customer interactions across markets
Instead of just tracking ticket volume or average handle time, Podimo and The Nest focus on:
Cost per resolved contact
SLA adherence
Customer satisfaction
Matt explains:
“If your cost per resolved contact is decreasing while satisfaction is maintained, you’re scaling efficiently—anything else is just noise.”
Rather than hiring multiple local teams, Podimo implemented:
Translation tools integrated into Zendesk
Cross-functional agents capable of handling queries from different regions
Anna notes:
“One agent can now handle conversations in Mexico and Finland. We maintain quality without multiplying headcount.”
Podimo ensured support was proactive, not reactive, by embedding teams into the product lifecycle:
“We attend weekly product jams and work closely with tech teams. This keeps our processes and knowledge base aligned with new features,” explains Anna.
Benefit: Fewer firefights, faster response to product changes, and smoother customer journeys.
Matt’s final advice for scaling efficiently:
“Draw your customer journey, audit where effort is spent, and ask: Can this be automated or made easier? Usually 20–30% of effort is repetitive—start there.”
Podimo combined audits with AI, automation, and structured processes to reduce rework, lower costs, and improve customer experience.
✅ Outcome for Podimo:
Cut operational costs by over one-third
Standardized customer experience across multiple markets
Scalable processes that allow for future growth
High customer satisfaction and retention
Podimo faced rapid growth and multiple challenges:
With support from The Nest and Zendesk, Podimo:
Result: Customers now enjoy a uniform experience whether they’re in Finland, Mexico, or Germany, while Podimo protects margins and scales efficiently.
