Umang Dua and Oisin Hanrahan are founders of Handy Cleaning Company. The New York-based company (https://www.handy.com/cleaning-services/new-york) specializes in providing cleaning services. The company has earned the loyalty of its clients due to its exceptional cleaning services.
Dua and Hanrahan were still in college when they decided to establish a cleaning company. In 2012, they officially launched Handy. In just a few years, the company bought Mopp and Exec, their rivals companies. As they strived to build their business, their primary business rival, Homejoy, dissolved its company. The dissolution was not a good sign, but it also meant that Handy Cleaning Company was the only service provider left. This increased demand for cleaning services and Handy.com was prompted to hire more hourly employees. The company recruited over 100 staff members who were working in shifts and manning the phones.
Execution of the online onboarding process
In line with its mission of offering outstanding services to clients, Handy Cleaning Company decided to adopt new strategies that shocked the business fraternity. They started by laying off most of their employees and introducing chatbots. Unlike people who require breaks and leaves, chatbots operated on a full-time basis. Clients were required to enter their names into the chatbots, and in turn, they would receive services.
Upon reducing their workforce, they also adopted a strategy to outsource customer experiences to call centers in Missouri and Florida. By doing so, they reduced the cost of customer services by a record 50 percent.
Handy’s decision to make this changes was not an easy one. Fortunately, they had the support of their investors. Other businessmen like Donn Davis were surprised at this expensive endeavor and thought is as over ambitious.
Currently, the cost of acquiring customer service has been reduced by 20 percent. Discounted booking is now set at seven percent while the company’s gross margin has increased by 20 percent. The company’s burn rate has also been observed to be dwindling. Handy is expecting to make more profits in the coming months.