Case Study

HGS, Fitness Leader Team for Winning Retention

Industries
Retail
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OBJECTIVE

A leading provider of fitness, nutrition, and weight loss programs was looking to scale their model to reach 20 million-plus customers worldwide. With 800% growth in a single year and a committed focus to transform lives with a commitment to health, this market leader was looking for a business process management (BPM) provider as dedicated and fierce as the fitness products themselves-a like-minded partner that set the standard for excellence equally high. In late 2014, this company turned to HGS for direct-to-consumer and B2B support of a high profile nutrition product. And after the 2015 Manila center launch, this partnership has continued to build on early achievements. In 2015 HGS expanded services to support the On Demand video business line and also formed a Customer Service team, to further bolster this company’s vibrant retention and champion CX. Last year, HGS helped process more than $6 million in revenue for this client partner.

HGS has now expanded services to support the On Demand video business line and also formed a Customer Service team to further bolster this company’s vibrant retention and champion CX. We aligned ourselves with the client culture of inspiring customers and expanded services to accommodate growth of the client. We managed the client’s customer care volume by application of effective workforce management strategies and also handled their multi-channel contacts. HGS achieved all requisite client metrics at set intervals ensuring that we are in step with client goals and expectations.

  • Achieved 34% Save-the-Sale
  • Completed an aggressive ramp of 300 employees
  • Met client CSAT goal