Welcoming our new clients: quarterly spotlight

As more teams scale, customer experience quickly becomes both a growth lever and an operational challenge. Here’s a look at a few of the companies we’ve partnered with recently, the CX challenges they were navigating, and how they’re building more resilient support operations as they grow.

Grüns

Grüns makes daily nutrition gummies that are designed to be easy to take and stick with. The brand focuses on simple routines, a growing product lineup, and a subscription model that helps customers stay consistent without overthinking it.

When Grüns partnered with Boldr, their support team was starting to feel the pressure of quick growth. Customer satisfaction remained strong, but rising volume made it harder to keep response times consistent, especially with a contractor-heavy setup that required a lot of manual coordination.

Subscription-related questions accounted for a large share of incoming requests, often tied to cancellations and self-service, while backlog pressure made it difficult to keep processes like tagging and insight tracking running smoothly.

The team had a clear sense of where they wanted to go: faster, easier, more proactive CX, but needed the right structure and people to get there without losing the personal touch their customers valued.

With Boldr, Grüns is building a more scalable CX foundation by adding structure, coverage, and the right support systems so the team can move faster without losing the personal touch customers value.

PetLab Co.

When PetLab Co. partnered with Boldr, their CX operation had outgrown the contractor model they’d built. The team was sizable (around 50+ people), but still understaffed for the volume, plus unpredictable spikes (“perfect storm” days) made it easy to miss SLAs.

Because everyone was working remotely, they were also dealing with constant day-to-day shrink from power and internet issues, which chipped away at coverage even when headcount looked fine on paper.

On top of that, training was a lift: it took roughly eight weeks to fully ramp someone because PetLab’s systems and workflows were highly custom, and the work required more than scripts; team members needed judgment, empathy, and strong problem-solving skills.

The team’s retention was solid, but the overall setup was becoming unwieldy to manage at scale, and it was limiting how quickly they could improve things like response times, call completion, QA targets, and CX-driven NPS.

Together, PetLab Co. and Boldr are now building a CX operation that can scale without sacrificing empathy, because in pet health, trust is everything.

Gamma

Gamma is a collaborative presentation and document platform that helps people create, share, and iterate on content faster. Used by a global audience across teams, classrooms, and companies, Gamma combines structured content, visuals, and automation to make ideas easier to communicate and keep up to date.

With more than half of their users outside the U.S., the team supports customers across dozens of countries and time zones, balancing rapid growth with a strong focus on quality, speed, and thoughtful CX.

When Gamma started exploring a partnership with Boldr, their support operation was performing well, but it was starting to feel stretched in very specific ways. Their existing BPO partner delivered strong value, but limited geographic coverage made true follow-the-sun support difficult, especially overnight.

As Gamma’s global usage continued to climb, overnight shifts became harder to staff and retain, creating risk around coverage, SLAs, and backlog buildup.

At the same time, growth was accelerating quickly; Gamma crossed 50 million users just ahead of a major rebrand, making forecasting harder and raising questions about how to scale support without simply adding headcount.

The team wanted to stay lean, get ahead of future volume spikes, and explore more flexible models that could support global coverage, multilingual users, and smarter use of AI, all without disrupting what was already working.

Boldr is now working with Gamma to create a more flexible, follow-the-sun support model, helping them plan ahead for global growth while keeping the team lean, responsive, and consistent across time zones.

Function

Function is a health platform that offers 160+ lab tests, advanced imaging, and personalized insights to help people understand their health and take action.

As the business grew, so did the complexity of its support operation, from scheduling to billing to platform support, all within a highly regulated and sensitive environment.

When Function Health partnered with Boldr, the team was scaling quickly and feeling the strain. Multiple specialized inboxes required deep product knowledge and careful compliance, cross-training agents across critical workflows was becoming harder, and performance metrics like response times, utilization, and SLA adherence were under pressure.

At the same time, leadership wanted more visibility into what training was actually working and how to improve efficiency and customer experience without cutting corners on care or accuracy.

Boldr is now working alongside Function Health to build a healthcare-ready support model that adds structure and flexibility to day-to-day operations, helping the team scale specialized support while protecting trust, compliance, and the quality of the customer experience.

No two CX teams face the same challenges, but the pattern is familiar: growth introduces complexity, and complexity demands better structure.

If you’re navigating similar challenges around scale, coverage, or operational readiness, get in touch! We’re always happy to compare notes and share what we’ve seen work.