Case Studies

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Custom Solution Turns Profit Drainer Into Profit Center

One of the world’s largest packaged snack food companies was losing millions of dollars each year servicing its small store accounts due to the high costs and inefficiency of traditional truck delivery to mom-and-pop convenience and off-route stores. In addition, store owners were not given proper customer service or purchase options. The sole inventory options for store owners was to purchase whatever happened to be left on the truck that day, creating a very frustrating customer experience.

Custom CRM Solution Lowered Average Handle Time by 52% and Dramatically Cut Costs by 20%

An international consumer electronics and business solutions company needed a customized software solution that offered real-time connectivity for the customer service representative to look up valuable information such as web links to owner’s manuals, product trending information, service center claims, part orders and store locations. At the time, the company experienced poor visibility into its customer experience metrics. It had outsourced its services to multiple suppliers but received little proactive advice on how and where to improve.

Streamlined Engagement Generates $56K in Sales and Increases Loyalty

Qualfon's client, a mineral-makeup pioneer and one of the best-known mineral-makeup and skin-care brands, wanted to increase revenue and brand loyalty by making customers feel more valued.

Providing Innovative Engagement & Setting the Standard for ROl in the Industry

One of the world's leading providers of wireline and wireless communications in the United States, with more than 80 million access-line equivalents and more than 67 million wireless customers, was in search of an outsourcing vendor to handle highly cyclical marketing campaigns.

Improved Approval Rates For eCommerce Fraud Protection

The client partnered with Qualfon to further their mission to make fraud-free ecommerce available to every business. We are responsible for mitigating the risk involved in the payment processing including review and investigation of potentially risky online transactions; therefore, we need to ensure that all orders approved or denied are reviewed correctly.

Communications Company Competes on Customer Experience, Not Cost

An American cable television company serving areas surrounding New York City was facing new competitors eating into its market share with extremely low pricing. At the same time, both the company - and the industry overall - ranked near the bottom in Net Promoter ScoreTM (NPS®) and customer experience (CEX).