High level customer service for a dental-tech client

Pexly was engaged by the health-tech company to support rapid expansion of their customer-facing operations while maintaining cost-efficiency and speed. This required building and managing multilingual support teams covering German, Dutch, and US English markets, while aligning with the client’s standards and workflows across different regions.

Pexly successfully scaled and now manages large, high-performing multilingual teams for Smile2Impress across German, Dutch, and US English markets. Pexly demonstrates strong scalability by sourcing and hiring up to 10 agents within 2 weeks and fully training them internally within just 1 week.

The teams handle a wide range of operations, including customer support, pre-sales, and debt collection. Customer support agents efficiently manage inbound calls, chats and emails, as well as outbound activities such as appointment rescheduling, follow-ups, and customer feedback. Pre-sales teams maintain high productivity, reaching up to 120 calls per day, covering lead conversion, appointment scheduling, reminders, and follow-ups via calls, email, and WhatsApp.

Pexly ensures consistent performance through structured quality control, with weekly reviews of calls, emails, and chats, maintaining QA scores of 82%+ alongside strong volume achievement. A key success factor is the ability to combine speed, flexibility, and operational control – rapidly scaling teams while maintaining quality, efficiency, and alignment with the client’s evolving needs.

• Rapid Scaling & Deployment: Sourced and hired up to 10 agents within 2 weeks, completing internal training within just 1 week
• Comprehensive Operations: Managed inbound CS (calls, chats, emails) and outbound pre-sales (lead conversion, appointments, WhatsApp follow-ups)
• Structured Quality Control: Implemented weekly reviews for calls, emails, and chats to ensure QA scores remained consistently high alongside large volume achievements