Case Study

HGS, Fitness Leader Team for Winning Retention

Industries
Retail
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A leading provider of fitness, nutrition, and weight-loss programs was looking to scale their model to reach 20 million-plus customers worldwide. In late 2014, this company turned to HGS for direct-to-consumer and B2B support of a high-profile nutrition product. 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.

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