Petbarn Cuts Wait Times and Pushes Satisfaction Off the Charts
Petbarn, Australia’s leading pet retailer, was struggling with long wait times and overstretched local staff. Partnering with Satellite Office, they built a dedicated offshore CX team in the Philippines. Within 12 months, wait times dropped by 99%, satisfaction hit 98%, and the team scaled to nine — all without losing culture or control.
“I’ve worked with a few BPOs before — this is different. It’s just easy. I could call Joseph ten times a day and he’d still answer with a smile.”
— Stacey O’Neil, Customer Service Transformation Manager, Petbarn
About Petbarn
- Industry: Retail (Petcare), offering expert advice and a broad range of pet care essentials across 150+ stores
- Roles offshored: from 7 to 9 offshore team members over 12 months
- Offshore functions: Messaging-based Customer Experience (CX)
Challenge
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Rapid growth in digital channels, particularly Messenger, created new demands on customer experience team
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Rising customer expectations meant long wait times and inconsistent service were no longer acceptable
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Pressure on our local teams highlighted the need for a more sustainable, scalable support model
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Strategic uplift in customer experience needed faster innovation and new solutions
Solution
- Satellite Office helped Petbarn build a dedicated offshore team of 9 Customer Service Coordinators and a Customer Service Supervisor
- Reduced Messenger wait times through 24/7 coverage and improved workflows
- Embedded “one team” culture via shared systems and regular cross-border contact
- Created a branded, co-managed offshore workspace aligned with Petbarn values
Key results
- Cut wait times on Messenger by 99%
- Customer satisfaction lifted to 98%
- Reduced first response time by 75%
- Delivered a seamless, co-managed solution with deep cultural alignment
- Freed up the onshore team to focus on complex customer needs and strategic initiatives
What Roles Were Offshored?
For Petbarn, the initial decision was to focus on Messenger support, aiming to improve response times and customer experience while aligning closely with their tone, standards, and workflows. From there, the business chose to expand to a full 9-person team, including 1 Supervisor, within the first 12 months.
Outsource by Role
Customer Service Coordinators
Frontline team members who manage customer interactions across channels like chat, email, and messaging. They handle inquiries, resolve issues quickly, and deliver service that reflects your brand’s tone and standards.
Customer Service Supervisor
Oversees the day-to-day performance of the customer service team, ensuring service standards, tone, and workflows are consistently met. They provide coaching, handle escalations, and keep operations aligned with business goals.
“The offshore team helped us scale quickly without compromising on quality. The numbers speak for themselves — from abandoned calls to response times and Messenger satisfaction, we’ve seen improvements across the board.”
— Stacey O’Neil, Customer Service Transformation Manager, Petbarn
A Seamless CX Transformation: Satellite Office and Petbarn
With a dedicated offshore team in place, Petbarn transformed its Messenger channel from a major pain point into a customer service strength, as customer satisfaction surged to 98%.
The offshore team didn’t just ease pressure on the local staff; instead, they became a true extension of Petbarn, working within the same systems, processes, and culture. Within 12 months, the team scaled to nine members, including a supervisor, helping Petbarn deliver faster, friendlier, and more sustainable customer experiences.
More than short-term relief, the partnership created a scalable model for growth, proving that offshoring could deliver both operational efficiency and brand-aligned service excellence.
Your offshore team is one conversation away
Book a free strategy call with our team and understand all the ins and outs of offshoring:
- Understand your objectives and discuss roles to offshore
- Answer all your questions on outsourcing
- Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps
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