Key-account support for print on demand
Live since September 2025; about 850 Slack conversations in the first full month
A German print-on-demand company. A print-on-demand and dropshipping company in Germany serving creator brands, with tens of thousands of orders a month at peak.
The challenge
The key-account manager was spending four to five hours a day answering “where is my order?” messages from big creator accounts. There were few written procedures, and peak season was coming.
What we did
- Four weeks of client-led training, recorded into a knowledge base we built, then live from September 2025.
- Two dedicated agents covering German business hours across Slack and the client’s helpdesk, with German reply templates.
- Order checks against the client’s system for out-of-stock items and address problems, so issues are caught before customers complain.
- Wrote the procedures the client didn’t have: order statuses, cancellations, address changes, delays, reprints, returns, refunds and carrier claims.
- Added a third agent for the peak season.
The results
About 850 Slack conversations
in the first full month
More than a year
of continuous support
Live from September 2025
Same day
replies, with every pending item tracked to closure
Who did what
Our people
- Answered the key accounts in Slack and the client’s helpdesk during German business hours.
- Checked orders for out-of-stock items and address problems, before customers complained.
- Wrote the procedures the client didn’t have, and tracked every pending item to closure.
The tools
- A knowledge base, built from the recorded training.
- German reply templates.
- The client’s system, where the order checks were done.
- Slack and the client’s helpdesk, where the conversations happened.
The lesson we build into every account
The fix is a routine, not a person. It is the lesson we built into every account after an urgent email was missed for 15 minutes in July 2026.
What the client said
- The client’s lead said an agent was quicker than their own automation.