SaaS
How Deel Streamlined their Support QA and Cut their Costs in Half
Published
January 6, 2025
Deel.com, the multi-billion-dollar all-in-one HR and payroll platform, has scaled globally while staying true to one of its core values: "Deel Speed." The principle emphasizes rapid response, timely communication, and fast issue resolution, keeping Deel close to its customers even through rapid growth.
Delivering this efficiently at scale required a Customer Support QA tool combining flexible customization with AI automation, purpose-built for a modern QA team.
The Problem
Before Intryc, Deel used an alternative, legacy QA tool which, even though it 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.
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. Data analysis and availability were incomplete, often leading to inaccurate reporting which created unnecessary noise across departments and leadership teams. On top of everything, the legacy QA platform's performance itself was slow and inconsistent while the AI features and functionalities were rudimentary and unreliable.
The Solution
Enter Intryc. After a 2 month-long evaluation period, and even though Intryc was in the early days of their journey, the team quickly proved their technical excellence in building a robust, reliable, and agile platform that met Deel's requirements for customization, flexibility, automation, and speed. With Intryc, Deel was able to streamline their entire QA process:
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 target gaps to continuously improve customer experience in areas that need attention, including CSAT and incorrect ticket assignments, without additional complexity or unnecessary volume.
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. Adjusting criteria without needing to create entirely new scorecards saves time and ensures Deel 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 from start to finish.
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. This allows for faster decision making, as insights can be drawn quickly and shared with relevant stakeholders without additional manual intervention.
The Outcome
After just 3 months of being onboarded on Intryc, Deel managed to increase their team's productivity by 40% thanks to the automations and customization the platform offers.
Deel also managed to streamline how resources are allocated and minimize the time their teams spend on repeating escalations and manual investigation of issues. With Intryc, Deel was able to increase actionable insights uncovered through the QA process by 130%.
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 real time incident reporting will allow Deel to proactively get notified of product or customer issues from conversations, bringing more visibility to their leadership team on key issues affecting its customer base.
Streamline Your Support QA and Cut Your Costs
See how Intryc's flexible customization and AI automation help modern QA teams increase output and uncover more actionable insights.
