Case Study

Reducing Costs for a Next Generation Consumer Affairs Program


This client, in the midst of a significant merger, sought a partner to help them create a next generation Consumer Affairs program. The client wanted to foster a much improved customer experience, delivering measurable improvements to brand advocacy, loyalty, and ultimately, to corporate earnings.

Partnering with our client, HGS looked to redesign the internally supported customer service function to deliver a customer experience to bolster loyalty and drive revenue for a recently acquired business. To support these initiatives, HGS was able to leverage existing agents supporting the acquired organization to dramatically improve on the results that were being achieved by the internal support center.

  • 50% cost reduction through staffing efficiencies and automation
  • 75% reduction in average handle time
  • More than 85% reduction in abandon rate
  • 40% sales conversion increase with DigiCHAT innovation