Case Studies

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

by Amy Bennet in Amy Bennet, 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 Amy Bennet in Amy Bennet, 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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IVR Custom Integration for a Multinational Communications Corporation: A Case Study

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

The Client This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to […]

 

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Automating Transactional Volume for Multinational IT Corporation: A Case Study

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

The Client This multinational IT and networking technology corporation has been our client for more than 10 years. As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for […]

 

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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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