E-commerce E-commerce Peak Season Service Stabilization
Prepared support operations for peak-season volume with better queue control, playbooks, and coaching discipline.
KPI Focus: AHT, FCR, CSAT, SLA
- Cut order-status ticket backlog by 41% during peak period
- Reduced average handle time by 17% through playbook updates
- Improved CSAT by 11 points across chat and email channels
Read E-commerce case study
Telecom Telecom Customer Support Modernization
Modernized telecom support workflows to improve first-contact outcomes and shorten escalation cycles.
KPI Focus: AHT, FCR, CSAT, SLA
- Improved first-contact resolution by 19%
- Reduced repeat-call rate by 23%
- Shortened escalation resolution cycle from 72 to 38 hours
Read Telecom case study
Health Services Health Services Care Navigation Improvement
Strengthened patient-facing support quality with triage governance, compliance controls, and follow-up reliability.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced missed follow-up contacts by 34%
- Increased scheduling completion rate by 22%
- Improved compliance audit pass rate to 97%
Read Health Services case study
SaaS B2B SaaS Support Scale Program
Scaled multi-channel SaaS support while improving speed, quality control, and escalation reliability.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced first response time by 28%
- Increased QA compliance to 94%
- Improved onboarding completion in first 14 days by 31%
Read SaaS case study
Regulated Services Regulated Services Support Compliance Control Program
Stabilized support delivery in a regulated environment through workflow controls, audit readiness, and escalation governance.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced policy-handling defects by 37%
- Improved audit evidence completeness to 98%
- Cut high-risk escalation aging by 42%
Read Regulated Services case study
Appliance Manufacturing and Retail Appliance Manufacturing and Retail Warranty Operations Uplift
Improved warranty and service-contact handling with better triage, appointment coordination, and case follow-up controls.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced warranty-case backlog by 33%
- Increased first-contact resolution by 21%
- Improved service appointment completion rate by 18%
Read Appliance Manufacturing and Retail case study
Airlines Airlines Irregular Operations Support Stabilization
Strengthened disruption-period support execution for booking changes, refunds, and baggage-related contacts.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced disruption queue wait times by 29%
- Improved same-day refund-case closure by 24%
- Increased CSAT by 9 points during peak disruption windows
Read Airlines case study
Banking and Financial Services Banking and Financial Services Secure Case Servicing Program
Improved secure customer servicing operations with stronger escalation controls and governance-ready reporting.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced unresolved secure-case aging by 31%
- Improved compliance QA adherence to 96%
- Increased first-response SLA attainment by 22%
Read Banking and Financial Services case study
Insurance Insurance Claims Support Governance Upgrade
Strengthened claims-support consistency with better documentation standards, escalation controls, and coaching governance.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced claims-status repeat contacts by 27%
- Improved documentation quality score by 34%
- Cut unresolved escalation backlog by 26%
Read Insurance case study
Travel and Hospitality Travel and Hospitality Reservation Support Modernization
Improved reservation and service-recovery operations with channel alignment and stronger escalation quality.
KPI Focus: AHT, FCR, CSAT, SLA
- Improved booking-modification resolution time by 23%
- Reduced guest-escalation recurrence by 19%
- Increased post-interaction satisfaction by 12 points
Read Travel and Hospitality case study
Utilities and Energy Utilities and Energy Outage Communication Operations Program
Improved outage-support execution with better communication cadence, prioritization logic, and case governance.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced outage-related repeat contacts by 36%
- Improved high-priority case response compliance to 95%
- Increased first-update timeliness by 41%
Read Utilities and Energy case study
Logistics and Transportation Logistics and Transportation Shipment Exception Program
Stabilized high-volume shipment exception handling with stronger triage, dispatch coordination, and escalation ownership.
KPI Focus: AHT, FCR, CSAT, SLA
- Reduced exception-case resolution time by 28%
- Improved ETA-update compliance to 97%
- Decreased dispute-handling backlog by 32%
Read Logistics and Transportation case study
From the BlogRelated Insights
Practical reads connected to this page.
A governance checklist for API integrations that power customer support workflows across CRM, ticketing, and operations tools.
Prompt standards and controls that improve AI-assisted responses across support teams.
A practical guide to evaluating in-house support expansion versus outsourced delivery with a clear decision calculator.