Case Study
SCALING CUSTOMER SUPPORT DURING HOLIDAY SURGES
The Background
One of Ver-A-Fast’s clients, an Arizona-based bakery specializing in small-batch, handcrafted brownies made fresh daily on site, is known for their personal touch. They’ve built a loyal customer base through online and catalog sales and with a small, year-round team, they maintain steady business most of the year. However, they face an enormous order surge every holiday season that their internal team can’t sustain while keeping customer satisfaction a priority.
Since 2022, Ver-A-Fast’s has partnered with the bakery to provide inbound sales and overflow call support, ensuring customers receive quick, friendly service even when call volumes spike.
The Challenge
Every holiday season, order volume soars, with December calls climbing more than 30-40x compared to typical months. The bakery’s in-house staff simply couldn’t keep up with the influx of catalog and website orders without risking long hold times and missed sales opportunities.
Hiring seasonal staff wasn’t an option: temporary workers required training, lacked product knowledge, and conflicted with the company’s commitment to job stability. The bakery needed a trusted partner who could ramp up quickly for the holidays, handle overflow calls, and preserve their high-touch, personal customer experience.
The Solution
Ver-A-Fast built a flexible support model designed specifically for the bakery’s seasonal needs.
U.S.-based agents trained to represent the brand’s friendly, conversational tone
Inbound sales support for catalog and online orders
Overflow call handling to ensure customers never waited on hold
Scalable staffing, ramping up each November and ramping down after the new year
This structure provided the bakery with a seamless extension of their internal team, without the hassle or cost of hiring and training temporary employees.
“I can’t thank you enough for your help this season. Overall, we feel like it was a very successful season. It was noted and mentioned several times how well the team did. Thank You!”
The Results
Over three consecutive years, Ver-A-Fast’s support helped the bakery maintain excellent customer satisfaction through massive seasonal surges.
Total calls handled increased by 37%
Handle rate improved by 33%
Zero customer downtime during the busiest ordering weeks
Full seasonal ramp completed in under two weeks each year
Our client’s internal team handles a tremendous amount, and we’re here to catch everything they can’t get to. It’s incredibly rewarding to know that our overflow support helps eliminate wait times and keeps sales flowing during their busiest weeks.
This isn’t just seasonal staffing. It’s a true partnership. We’ve supported their holiday operations since 2022, and each year our collaboration gets stronger as we fine-tune staffing levels, forecasting, and the customer experience together.
Industry
Consumer Goods
Solutions
Inbound Sales Support
Overflow Call Handling
Seasonal Scalability