Case Studies
Every engagement starts
Every engagement starts
with a challenge.
How we have helped organizations transform their customer experience operations.
Platform Implementation
Selecting, migrating and standing up the platform.
8 Weeks
Cloud Contact Center Platform Selection for a $1B Health Insurance Organization
Excel to automated
Cloud Contact Center & WFM Implementation for a National Benefits Provider
12 to 15% savings
Cost-Neutral Cloud Contact Center Migration for a National Healthcare BPO
Day One
Launching a Centralized Call Center for a Growing Regional Medical Practice
Process
Rebuilding how the work runs once the platform is in.
20% lower cost
Unifying Global Technical Support Operations for a Telecom Equipment Vendor
60 Days
Improving First-Time Resolution by 5 to 8% for a North American Industrial Supply Organization
One Standard
Transforming Quality Assurance From Compliance to Customer Experience for a B2B Industrial Supply Organization
2 Platforms
Agile Coaching & Mission-Critical Platform Delivery for a 15,000-Employee Global CPG Company
People
Coaching, staffing and the vendors who carry the volume.
3-Year Plan
How a Health Insurance Giant Transformed Its Customer Journey With CX Strategy and Journey Mapping
One Threshold
How a Regional Retail Chain Optimized Its BPO Costs With Outsource vs. Insource Modeling
6 Weeks
How a National Meal Delivery Provider Turned Around Its Call Center With Workforce Management and Leadership Coaching
20+ Contracts
How a U.S. Health Insurer Optimized Its BPO Contracts With Vendor Benchmarking and Negotiation Strategy
15% YoY
How a Regional Health Insurer Achieved a Growth Plan for Medicare Sales Through Call Center Optimization
4x Revenue
How a U.S. Professional Services Firm Scaled Revenue and Profit Growth Through Operational Excellence
120 Days
How a National Benefits Insurer Selected Nearshore BPO Partners Using a Blind RFI and Champion-Challenger Strategy
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