How a Leading SaaS Provider Achieved 100% Retention and $196K Annual Savings With a 9-Member CoDev Team
A U.S.-based SaaS provider in the real estate industry needed to expand its customer support team across multiple products, but high turnover made building that team costly and time-consuming.
The Challenge
High turnover among customer support reps kept the team in a constant cycle of hiring, training, and ramping new people, which hurt consistency and slowed response times. Maintaining service quality across multiple products became increasingly difficult as costs and workloads grew.
The Solution
The company partnered with CoDev in September 2022, starting with just one customer support rep. Over time, that single role grew into a strategically expanded team. CoDev handled recruitment, onboarding, and integration into the company’s tools and workflows, enabling the team to ramp up quickly and start contributing right away.
Results in 12 Months
The CoDev Advantage
Expert Talent
CoDev connected the client with vetted specialists in customer service, accounts receivable, and survey implementation. Each hire was pre-screened for skills, communication, and cultural fit. This high bar for talent helped the team achieve 100% retention and consistently high CSAT scores.
Seamless Integration
New hires were embedded into the client’s tools, workflows, and quality standards from day one, enabling balanced ticket loads between U.S. and offshore teams.
Cost-Efficient Growth
Expanded coverage and capabilities across three departments without adding expensive onshore recruitment or benefits overhead — ultimately saving $159K–$196K annually.
Sustained Performance
Ongoing coaching and performance tracking kept the team engaged and delivering at consistently high standards, leading to industry-leading NPS and a Bronze Stevie Award for customer satisfaction.
“Joven and Hendrix have been amazing — always willing to help and step up when needed.”
“Rechelle has received all 5’s on client case surveys. She shows initiative and eagerness to learn.”