Furdeco & Koncept Offshore – Zouma
Introduction
As customer expectations rise and online retail continues to expand, last-mile delivery companies like Furdeco play a vital role in shaping the customer journey. Specialising in premium, two-person white glove deliveries across the UK, Furdeco built its reputation on careful handling, professional service, and delivering directly to the room of choice.
To keep pace with growth and ensure that every customer interaction remained exceptional, Furdeco partnered with Koncept Offshore – Zouma to strengthen its back-office operations and reduce operational costs. This case study explores how that partnership helped Furdeco scale efficiently, improve service quality, achieve significant cost savings, and stay focused on what they do best delivering with care.
Challenge
Furdeco, a specialist white glove delivery company based in the West Midlands, was experiencing rapid growth. Their commitment to delivering high-value items with care demanded an exceptional level of operational coordination—something increasingly difficult to manage internally.
With rising volumes, they faced challenges in:
- Handling more customer service and premium support requests
- Ensuring accurate and timely delivery planning
- Managing back-office operations without significantly increasing overheads
Furdeco needed a scalable, reliable solution that would support growth without compromising quality.
Solution
In 2023, Furdeco partnered with Koncept Offshore – Zouma, a back-office offshoring partner, to build a flexible and cost-effective support operation.
What started with a team of just 10 quickly grew to 35 skilled professionals, each aligned with Furdeco’s service ethos and delivery goals.
Koncept Offshore – Zouma worked with Furdeco and created specialised departments for:
- Customer Care: Managing queries, complaints, and premium service support
- Billing: Overseeing invoices and managing added service charges
- Planning: Optimising delivery routes for punctuality and efficiency
- Client Services: Acting as a liaison between Furdeco’s teams and their customers
This collaborative structure allowed Furdeco to focus on its core delivery operations while ensuring back-office tasks were managed by a reliable, dedicated team.
Results
With Koncept Offshore – Zouma as a strategic partner, Furdeco achieved:
- Team Expansion: Scaling from 10 to 35 team members in under two years
- Enhanced Responsiveness: Faster customer service and premium support resolution times
- Operational Improvements: Smoother delivery planning and fewer delays
- Focused Growth: Management could focus on expansion while trusting back-office functions were covered
- Brand Consistency: High-quality customer experience that reflects Furdeco’s premium brand values
Cost Savings from Offshoring Staff
Offshoring with Koncept Offshore – Zouma didn’t just improve operations—it also resulted in major cost reductions.
- Average Monthly Salary
- UK Staff: £2,340.91
- Offshore Staff: £880.00
- Monthly Saving Per Employee: £1,460.91
- Annual Saving Per Employee: £17,530.92
- Total Annual Savings for 35 Offshore Staff: £613,582.20
These savings have enabled Furdeco to reinvest in customer experience, technology, and business growth—without sacrificing service standards.