case study: AI Enabled Solutions

Automating in the back office to support scale and reduce costs by up to 50%

Improved brand equity and online reach through completely refreshed branding

Overview

Back in 2008, a travel, charter, and intercity transportation leader was looking to drive both cost savings and revenue while also increasing service options across the United States. The client also wanted to improve the customer experience for its wide range of clientele. HGS hired a team of agents in Colombia, gave them the skills and tools to close more sales and handle concerns quickly, and ensured the agents were measured and rewarded based on their abilities to provide warm, prompt, and friendly customer care. The operation grew from an initial, basic, 30-FTE Spanish customer service program to a sophisticated, 120-FTE operation that provides inbound, outbound, social, and back office support in three languages.
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Customers
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Client Background

The PURE FUN® brand of products was created to help kids and adults stay active and have fun while doing so! All Pure Fun products are developed with all of our families safety and comfort in mind. From our little kids jumpers to our big outdoor trampolines to our fun playground equipment, Pure Fun products are designed to maximize the fun factor while you and your family get fun family time and great exercise!

Business Challenge

The client was looking to drive both cost savings and revenue while also expanding its physical presence and reach. The client wanted to reduce complaints and bolster customer service throughout the customer journey with high quality inbound, outbound, and social media support and cater to customers in multiple languages (English, French, and Spanish).

The Solution

Results

Cost reduction, refreshed branding and customer retention and revenue from loyalty

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As your extension, we work side by side to ensure growth and positive results in the simplest and most effective way possible.

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