Case studies
Peak-season customer experience for a Turkish e-commerce marketplace
For a marketplace hitting six to nine times normal volume in campaign windows, pre-committed surge capacity solved the worst seventy-two hours.
The challenge
The problem was not volume, it was volume concentration. Campaign periods generated six to nine times a normal day into seventy-two hour windows. The in-house team was sized between normal and peak.
What Corpshore did
We built a managed service sized to normal volume, with a contractual surge protocol drawing on cross-trained remote capacity across Türkiye. Surge is triggered by volume thresholds and the campaign calendar. We also instrumented contact drivers properly for the first time.
Results
- A peak of roughly 8.4 times baseline was absorbed while holding service level above threshold
- Abandonment stayed below the client's previous best ordinary-day performance
- Post-campaign contact volume fell an estimated 19 percent after notification changes
- Standing operational cost reduced against the previous over-provisioned model
Why it worked
Marketplaces are judged on their worst seventy-two hours. Pre-committed, pre-trained surge capacity costs more to maintain and much less than the alternative.
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