Otter
Otter is a first of its kind all-in-one restaurant POS system built for in-store, delivery, and everything in-between.
Partnership Support
Enterprise Support
Hardware Support
Otter
Otter is a first of its kind all-in-one restaurant POS system built for in-store, delivery, and everything in-between.
Partnership Support
Enterprise Support
Hardware Support
The Results
The Results
90%
End Customer Satisfaction
24 x 7
Operations
92%
First reply time
Summary
Otter needed to move beyond tier-one coverage without increasing cost. Keen helped replace a scaled incumbent with higher-caliber talent, reducing headcount while expanding into more complex work across email, chat, voice; including hardware and enterprise accounts.
Summary
Otter needed to move beyond tier-one coverage without increasing cost. Keen helped replace a scaled incumbent with higher-caliber talent, reducing headcount while expanding into more complex work across email, chat, voice; including hardware and enterprise accounts.
The Challenge
The Challenge
Otter had the vendor scale, but not the support standard.
Otter had the vendor scale, but not the support standard.
Otter had the vendor scale, but not the customer experience. A large global business process outsourcer (BPO) could cover the queue, but ticket resolution and voice support were not keeping pace with Otter’s partner complexity. With 1,000+ partners, each with its own SOPs, rules, carve-outs, failure points, and restaurant tech workflows, agents needed judgment beyond scripts and macros. Otter needed higher-caliber support talent without losing the cost control of an offshore model.
Otter had the vendor scale, but not the customer experience. A large global business process outsourcer (BPO) could cover the queue, but ticket resolution and voice support were not keeping pace with Otter’s partner complexity. With 1,000+ partners, each with its own SOPs, rules, carve-outs, failure points, and restaurant tech workflows, agents needed judgment beyond scripts and macros. Otter needed higher-caliber support talent without losing the cost control of an offshore model.
Our Strategy
Our Strategy
Keen entered through a high-stakes pilot and earned the right to scale.
Keen entered through a high-stakes pilot and earned the right to scale.
We proved the model in stages across email, chat, and voice, showing Otter that higher-caliber talent could outperform a scaled incumbent with fewer people. By moving the work into a stronger talent market, Keen helped make the shift from tier-one coverage to tier-two-plus capability cost-neutral. As the partnership grew, Keen added senior agents and SMEs, reduced unnecessary escalations, and expanded into partner requests, hardware troubleshooting, menu changes, and enterprise accounts
We proved the model in stages across email, chat, and voice, showing Otter that higher-caliber talent could outperform a scaled incumbent with fewer people. By moving the work into a stronger talent market, Keen helped make the shift from tier-one coverage to tier-two-plus capability cost-neutral. As the partnership grew, Keen added senior agents and SMEs, reduced unnecessary escalations, and expanded into partner requests, hardware troubleshooting, menu changes, and enterprise accounts
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