Manufacturing · DACH, Germany

The challenge

German technical support was the manufacturer's most expensive and slowest line. Two previous attempts had failed: offshore delivered German unusable in a technical conversation, and a German supplier offered no cost difference to justify the change.

What we did

We built a dedicated German-language team in Bielsko-Biala, hiring for technical aptitude alongside language and integrating directly with the ERP and parts catalogue, with quality calibrated by a German-speaking analyst against a German-written framework.

Results

• Response time on parts enquiries cut from several days to under 90 minutes
• Cost per contact 43 percent lower than the German baseline
• Technical first-contact resolution at 79 percent
• Team expanded from 9 to 22 seats with Czech added

Why it worked

The problem was language plus technical literacy, and recruiting for both is a hiring decision, not a training programme.