Technology · Nordic

The challenge

The company had grown across Europe faster than its English-only support could follow, and surveys pointed to language as the main cause of dissatisfaction in the fastest-growing German-speaking and Central European markets.

What we did

We built a single multilingual team in Katowice covering English, German, Czech and Polish, with Swedish added later. We built technical depth through a product certification programme.

Results

• Satisfaction in German-speaking markets from lowest to highest in three quarters
• First-contact resolution 34 percent higher
• Cost per contact well below the modelled single-market alternative
• A measurable drop in churn in Central Europe

Why it worked

Concentrating five languages in one low-cost city made multilingual support affordable and turned it into a retention lever.