MUSICMAGPIE CASE STUDY

THE CLIENT

musicMagpie offer a service allowing their customers to declutter and get cash for their stuff including CD’s, DVD’s, Games, Books and Tech devices. They take the hassle out of clearing out and make selling their customers stuff easy. They allow their customers to get instant prices for their items and send It in for free.

musicMagpie have experienced incredible levels of growth since 2019. Their growth meant that they weren’t able to recruit quickly enough within their Stockport based in-house team. They decided to appoint USMAART, after receiving a recommendation from a previous client Missguided. musicMagpie were keen to find a partner who could accommodate their long term growth plans as well as deliver flexibility within a cost-effective solution.

THE GOAL

musicMagpie were keen to find a partner who could accommodate their long term growth plans as well as deliver flexibility within a cost-effective solution.

THE SOLUTION

USMAART took the musicMagpie team out to South Africa and showed them a number of vendors. musicMagpie’s main areas of focus was to find a partner that could offer a flexible solution and deliver exceptional customer service in support of the  existing operations in the UK, whilst delivering a cost effective business case.

USMAART and musicMagpie worked together to find the perfect partner and appointed Outworx. Not only were they a perfect fit from a culture and cost perspective, they also had the capability to house musicMagpie’s growth plans. USMAART initially supported musicMagpie and Outworx to implement the single service line of Customer Service. Outworx provided a flexible solution measuring key performance indicators such as CSAT, quality and AHT.   USMAART assisted throughout the whole process from negotiating the right terms, implementation of the operations, onboarding and launch of the service.

Subsequent to this we have helped musicMagpie in working with Outworx to implement new service lines as their consumer proposition has also developed to include rentals, kiosk and executive complaints.  USMAART have guided the implementation of these service lines into Outworx working closely with all teams to ensure a smooth implementation.

musicMagpie’s confidence has grown at a rapid rate with the South Africa operations and as such meant that even back office operations such as competitor analysis is now undertaken in Outworx.   The musicMagpie operation has grown 10x since inception and go live.

We continue to be involved in the operations 4 years later through attendance of weekly, monthly and quarterly business reviews acting as a true partner to musicMagpie & Outworx. 

The USMAART service is all about ensuring that clients and outsourcers get the ‘white glove’ treatment throughout the whole process.