Exploring the Success of Muval and Outposter: A Candid Conversation with Ben Pullen (Outposter) and James Morrell (Muval)
In the latest episode of the “Higher Learning with Outposter” it featured Ben Pullen, founder of Outposter, and James Morrell, co-founder of Muval.
This discussion highlighted the successful partnership between Outposter and Muval, focusing on their business models, the challenges they faced, and the strategies that led to their success.
Understanding Muval’s Unique Value Proposition
James Morrell began by explaining Muval’s core business. Muval operates as a booking platform for moving houses, akin to a “Webjet or Booking.com for moving.” This service simplifies the often stressful process of moving by providing instant pricing and control over customer information. Unlike traditional moving services, Muval ensures that customers are only contacted by the service provider they choose, maintaining privacy and reducing hassle.
Muval has completed over 40,000 moves and boasts an impressive 4.8-star rating across more than 1,300 reviews. This high level of customer satisfaction is attributed to their rigorous quality assurance processes, which includes pre-screening service providers and maintaining strict standards. Only one out of four moving companies that apply are accepted to ensure a high level of service.
The Role of Technology and Personalised Service
Muval’s model blends technology with human touch. While the platform offers a seamless self-service experience, it is supported by a dedicated service team that assists customers throughout their move. This combination of technology and personalised support alleviates the stress associated with moving and ensures a smooth process for customers.
The Partnership with Outposter
The partnership between Muval and Outposter began unofficially around three years ago. During a period of rapid growth fuelled by pent-up demand post-COVID, Muval faced scalability challenges, particularly in handling the high volume of customer enquiries. Initially resistant to the idea of offshoring due to concerns about maintaining service quality, James eventually decided to trial Outposter’s services.
This decision proved to be transformative. The trial was a success, with Outposter’s team exceeding expectations and debunking preconceived notions about the limitations of offshore staffing. Today, Muval employs 16 people through Outposter, significantly enhancing their capacity to manage customer inquiries and support their growth.
The Benefits of Early Integration
Ben Pullen emphasised the importance of adopting an integrated staffing model early in a business’s journey. Early adoption allows for a more seamless integration, minimising friction when adding new staff and strategies later on. This approach has been particularly beneficial for Muval, allowing them to scale effectively and maintain their high standards of service.
The Evolution of Remote Work
James Morrell shared his experience of meeting the remote team in Manila for the first time. Despite the widespread acceptance of remote work within Muval, the face-to-face interactions significantly strengthened the team dynamics and reinforced the value of their offshore team. This visit underscored the importance of personal connections and the positive impact they have on working relationships and overall team morale.
Strategic and Scalable Growth
The roles and integrations of Muval’s Philippines-based team have evolved significantly since inception. Initially motivated by cost savings, the partnership quickly revealed additional benefits, such as improved performance and scalability. This success has encouraged Muval to expand the responsibilities and scope of their offshore team, demonstrating the scalability and versatility of the model.
Advice for Startup Founders
Ben Pullen advised startup founders to start small and grow their offshore teams gradually. He stressed the importance of being selective about hires, ensuring cultural fit, and maintaining a disciplined approach to scaling. This strategy has been instrumental in the success of the Muval-Outposter partnership and can be a valuable blueprint for other businesses considering offshore staffing.
Conclusion
By combining technology with personalised service and leveraging offshore staffing, Muval has been able to scale effectively and maintain high standards of customer satisfaction. The experiences shared by Ben and James offer practical lessons for other businesses looking to adopt similar models and highlight the benefits of early integration and strategic growth.
Listen to the Podcast here:
By Outposter
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