How Deel streamlined their Support QA and cut their costs in half

Introducing the Champion

Deel, a multi-billion-dollar, all-in-one HR and payroll platform, has seen remarkable global growth in recent years. The company has gained widespread recognition for one of its core values, "Deel Speed," which emphasizes rapid response and prioritizing timely communication and issue resolution. This agility has enabled Deel to stay closely connected with its customers, even as the company has scaled significantly. To maintain this momentum, Deel expanded its support teams on a global scale and implemented automations that enhance their responsiveness. This enables the Deel team to consistently go above and beyond in their drive for exceptional customer experience while keeping their total costs under control. At the heart of this effort is the Operational Excellence team, which plays a critical role in maintaining high standards across the organization and most importantly through each and every customer interaction. The powerhouse enabling this is the quality assurance team which ensures that every interaction with Deel leaves a lasting positive impression, reinforcing the company's commitment to exceptional service. In order to achieve this at scale and in the most efficient manner, Deel needed a robust QA tool that offers a combination of flexible customization and AI automation to meet the needs of a modern QA team.

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The Problem

Before Intryc, Deel used an alternative, legacy QA tool which even though had all the required functionalities on paper, lacked important features that ended up overburdening the QA team while creating a disconnect with the support and product organizations on how feedback was collected and communicated as well as solutions we prioritized and rolled out. Workload distribution across QA specialists was very manual and required constant edits and modifications which slowed the team’s performance down and overburdened the QA admins who needed to constantly edit/do admin work instead of focussing on key business objectives and initiatives. Data analysis and availability were incomplete, often leading to inaccurate reporting which created unnecessary noise among the various departments and leadership teams wasting hours of back and forth in internal communication while the customers were left anguishing until the right problem was identified and solution was offered. The application performance itself was slow and inconsistent while the AI features and functionalities were rudimentary and unreliable.

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The Solution

Enter Intryc. After a 2 month-long evaluation period and even though Intryc was in their early days of their journey, the team managed to prove their technical excellence on building a robust, reliable, and agile platform that met Deel’s requirements for customization, flexibility, automation and speed. More specifically with Intryc Deel was able to streamline then below:

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Flexible Sampling Rules

• Easier and more flexible sampling rules. With Intryc, Deel could now create sampling rules using custom tags and simple criteria, making it more intuitive and efficient.
• This enabled Deel to sample tickets more selectively, helping them to target gaps to continuously improve customer experience in areas that need attention without additional complexity or unnecessary volume, including CSAT, incorrect ticket assignments etc.

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Dynamic Workload Distribution

• Intryc’s scorecards provide more flexibility than any other tool in the market, allowing QA admins to adjust criteria and weighting in a much simpler way. Scoring can be done using emojis, making it more user friendly and efficient.
• Adjusting criteria without needing to create entirely new scorecards saves time and ensures we can quickly adapt to evolving quality metrics.
• Intryc’s tool allows side conversations and events data which enables a more holistic quality assurance process that evaluates a customer interaction with Deel from start to finish.

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Reporting Improvements

• Reporting in Intryc is easier and more straightforward than other solutions including individual and team performance reports on a per criterion level with the option to create custom coaching sessions for each agent on specific evaluations and criteria while notifying each team member of a recently completed evaluation.
• This allows for faster decision making, as insights can be drawn quickly and shared with relevant stakeholders without additional manual intervention.

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The Outcome

After just 3 months of being onboarded on Intryc, Deel managed to increase their team’s productivity by 40% thanks to the automation and customization the platform offers.

Deel also managed to streamline how resources are allocated and minimize the time their teams spent on repeating escalations and manual investigation of issues. With Intryc, Deel was able to increase the critical insights uncovered through the QA process by 169%.

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What’s ahead

With Intryc’s rapid product development, Deel is aiming to run multiple in depth and fully automated evaluation workloads across more parts of their organization to surface issues quicker and in real time. Intryc’s newest feature of real time incident reporting will allow Deel to proactively get notified on product or customer issues from conversations to bring more visibility to their leadership team on key issues affecting its customer base and allocate the right resources in Deel Speed to resolve customer issues.