Case Studies

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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

by Blue Ocean in Blue Ocean News, Case Studies, Contact Center Outsourcing, Contact Center Technology

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience. The […]

 

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Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

by Blue Ocean in Blue Ocean News, Case Studies, Contact Center Outsourcing

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This […]

 

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Exceeding Customer Retention Goals for a Major Media Corporation [Case Study]

by Blue Ocean News in Case Studies, Customer Retention

  This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on […]

 

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Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study]

by Blue Ocean in Case Studies, Contact Center Outsourcing, Customer Service Outsourcing

  Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, […]

 

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Racing Against Time: Achieving a 96% On-Time Success Rate in a 120-Minute Delivery Window in the Midst of a Pandemic

by Blue Ocean in Case Studies, Contact Center Outsourcing, Customer Service Outsourcing

A Case Study in Strategic Partnership We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success […]

 

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How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

by Kim Campbell in Case Studies, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training Launched on-time despite major challenges of the pandemic […]

 

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Improving Customer Access to Tech Support: A Case Study

by Blue Ocean News in Case Studies

The Client A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the […]

 

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Raising The Bar In Social Media Customer Support In The Online Grocery Sector

by Blue Ocean News in Case Studies

The Client In the online grocery industry, inbound complaints posted in social media have been typically either ignored, or the social media marketing department directed the customer to choose a different channel to access support. Our client has built success on the brand promise “our food is fresh”. Our customers are spoiled. We wanted to […]

 

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Expecting the Unexpected: Embedding Flexibility into the Service Plan

by Blue Ocean News in Case Studies

The Client When you make millions of grocery deliveries a year, some eggs are going to break. Our client succeeds in a difficult business by being responsive and nimble, and making it right when things go wrong. Our client has carved out a niche in its area of operations, offering clients quality service on par […]

 

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