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Groupon

5000
suppliers in network
1600
retail deals posted every week
500
travel deals posted every week

Client:

A global e-commerce leader that’s reinventing the traditional small business world by helping merchants access more customers and sell more effectively. By leveraging its global relationships and scale, it offers consumers incredible deals on the best stuff to eat, see, do and buy in 48 countries.


Challenge:

To create a single outsourced operation to support supplier management and website administration across EMEA for Groupon Getaways as a proof of concept – and then replicate its success across Groupon’s EMEA sales operations.


Solution:

A consolidated outsourced operation supports Groupon Getaways and retail business across EMEA from a single lower cost nearshore location. It has cut Groupon’s cost per deal by over a third.

“We’re delighted with this partnership and will continue to put our trust in Webhelp as we pursue our business mission. It’s refreshing to work with a team that spots opportunities to evolve our processes, make changes and continuously improve.”

Jonathan Starkings, EMEA Travel Manager, Groupon

The operation:

A nearshore operation in Romania serving the EMEA market:

  • An advisor team of 100 rising to 110 at seasonal peak
  • Managing a network of over 5,000 suppliers
  • Processing an average of 250 supplier invoices a month
  • Posting around 500 travel and 1600 retail deals every week
  • Creating website content in Dutch, English, French, Italian, Spanish, German and Polish

“We have asked the team to focus on Europe’s sunny destinations, such as Greece, Turkey and Croatia. By entrusting Webhelp with directly prospecting potential partners, we hope to offer good travel deals in countries from which Groupon has withdrawn due to its reorganization. I also hope that Webhelp will make it in markets that weren’t profitable to us until recently. If their help makes it possible for us to sufficiently reduce our commercial costs, especially when it comes to approaching smaller hotels in Europe, we will then be able to build up a fantastic base of travel deals to match our own ambition, namely that our customers primarily consult Groupon to discover the best deals available in every destination.”

Jonathan Starkings, EMEA Travel Manager, Groupon


Results:

  • A new outsourced model for Groupon in EMEA and a firm foundation for continuous improvement
  • One third reduction in cost per deal

BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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