Crown & Paw: your pet,
reimagined as royalty.

The setting

A custom process, built on conversation.

Crown & Paw create some of the finest, and most fun, tributes to man's best friend you can find. They specialize in taking real pets and turning them into works of caricature art based on era-specific icons.

Custom artwork is their calling. It's lucrative and has real market appeal, but it takes a significant workforce to manage the process of turning a customer's pet into a piece worthy of the mantelpiece.

Using apps like Trello, Gorgias, and Shopify, Crown & Paw had built a well-oiled machine, save for one key element: a close, intimate back-and-forth with their customers. The custom process calls for many edits and reworks, each one communicated to people eager to see how their artwork is coming along at every step.

Our action plan

A dedicated team, in close tandem.

With a careful, precise implementation, Crown & Paw moved their customer service operations to Beyond the Call, supported by:

• A complete knowledge transfer, so our agents fully understood the brand and product.
• A constant channel of communication between our management team and Crown & Paw for a smooth handover.
• Client-involved training and a full technology walkthrough.
• Custom-tailored tooling to answer customer inquiries across channels: email, online chat, and social media.

Beyond the Call bridged the gap quickly with a dedicated team that worked in close tandem with the Crown & Paw team.

The result

Backlog cleared in a week.

With a thorough implementation and training process, our agents hit the ground running, clearing the backlog of customer inquiries within a week and keeping responses timely ever since.