For more than a decade, ModSquad has been redefining customer engagement for some of the world’s most recognizable brands. From content moderation to full omnichannel customer support across phone, chat, and social, the company works with hundreds of clients, each with its own distinct needs.
What makes ModSquad stand out isn’t just scale—it’s customization. Every engagement is tailored to the client, with workflows and staffing models designed to fit their specific requirements. But that level of agility requires a partner that can adapt as quickly as they do.
The Challenge
As ModSquad grew and evolved, they used different workforce management solutions, but with a wide variety of client demands, were constantly pushing the limits of what those systems were able to do.
“Before Teambridge, we had worked with a number of different workforce management companies. We were looking for a partner to really help us take it to the next level,” notes Mark Olsen, SVP, Technology.
The team wasn’t just looking for another system—they needed a partner who could help them scale customization and continue their track record of innovation.
Josh Smith, Director of Enterprise Applications who has been with ModSquad for more than 13 years, recalls the process: “We looked at hundreds of tools and decided on Teambridge.
The Solution
Teambridge’s composable architecture became the perfect fit, giving them a platform that could be molded to each client’s needs. As Olsen puts it, “Teambridge’s unique composable architecture really fit the model that we were looking for.”
With Teambridge, ModSquad can quickly configure workflows, staffing processes, and reporting structures to match each client’s unique requirements, which is a critical advantage in their industry.
For Smith, the value comes in the freedom to create: “We don’t know exactly what we’re going to have to build for each new client, but we know that with Teambridge, we can use our creativity and experience to build whatever we need.”
The Impact
With Teambridge, ModSquad can deliver tailored solutions at scale. The platform enables them to rapidly configure new use cases and continuously refine processes in response to client needs.
Olsen notes how critical this has been: “We needed a partner like Teambridge and their platform to be able to accelerate innovation for our clients. The ability to A/B test ideas in real-time at a granular level allows us to refine what works best, when and for which clients."
That ability to adapt quickly has also strengthened the partnership itself. “Teambridge has been amazing, collaborating with us as true innovation partners, rapidly working through tweaks and innovations to continuously improve and deliver impact at scale,” Olsen said.
Looking ahead
While ModSquad has already unlocked new levels of customization with Teambridge, they’re equally excited about the future, especially around AI.
Smith sees the opportunity for technology to move from reactive to proactive: “What we need tech to do next is start surfacing opportunities to people that they wouldn’t have thought to go after.”
He explains how giving Teambridge more context—like staffing patterns, KPIs from support channels, and historical outcomes—can enable Teambridge AI to arm managers with insights to do their jobs better. “As we increase the amount of context Teambridge has, it can surface opportunities we might not have thought about, especially to our frontline management.” As Smith sees it, these opportunities can range from determining the ideal time to post a role or whether push notifications or text messages drive more engagement.
“What’s most exciting about Teambridge AI is the ability to define per client what they care about, and then go after that thing.”
