Retail and ecommerce · Polish private sector

The challenge

The problem was volume concentration: the November peak generated six to nine times normal volume in 72-hour windows. The internal team was oversized for most of the year and overloaded on the days that shape brand image.

What we did

We built a managed service sized to normal volume with a contractual surge protocol activated by volume thresholds and the campaign calendar. We instrumented contact reasons, which showed part of the peak was status enquiries that better communication can pre-empt.

Results

• A peak 8.1 times the baseline absorbed with service levels held
• Drop-off below the previous best result on an ordinary day
• Lower fixed operating cost than the oversized internal model
• Post-campaign volume about 21 percent lower after notification changes

Why it worked

A marketplace is judged on its worst 72 hours, and pre-trained surge capacity costs less than the alternative.