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Case Studies

Challenge. Action. Result.

Real engagements, agreed baselines, measured outcomes. We share full methodology on request.

Key Results

Real results from real engagements

Each result has an agreed baseline, a defined scope, and a measured outcome. We share full methodology on request.

Healthcare SaaS · US
+24%
CSAT Score Improvement
90-Day Engagement · 300-Seat Team

Rebuilt inbound support scripting and escalation logic. Baseline CSAT 72%, post-engagement 89%. No additional headcount. Zero change in staffing costs.

Before: 72%After: 89%
E-Commerce · UK + US
+18%
Revenue Per Conversation
Q1 Post-Launch · 45-Agent Team

Retrained 45-person CX team as consultative sellers. Revenue from support conversations increased 18% in Q1 with a flat team size and budget.

Before: 0% attributed+18% revenue
Fintech · Series B
+31%
Customer Retention Rate
6-Month Engagement · Full Team

Built churn-risk identification and proactive outreach from scratch. Monthly churn dropped from 6.4% to 4.4% within two quarters.

Churn: 6.4% → 4.4%+31% retained
Full Case Studies

Inside each engagement

Healthcare SaaS · US Market
CSAT declining, team burning out, no clear escalation path
Challenge300-seat inbound support team. CSAT at 72% and falling. AHT rising 14% YoY. Agents escalating 40% of calls unnecessarily.
ActionFull script and escalation audit. Built decision trees for top 12 call types. Embedded 4-week coaching program. Weekly QA with team leads.
Timeline90-day engagement. Measurable movement by week 6.
Result: CSAT 72% → 89% · AHT ↓11% · Escalations ↓62%
E-Commerce · UK + US
Support team seen as cost centre with zero revenue attribution
Challenge45-agent CX team fielding 2,000+ contacts/day. Leadership wanted to cut headcount. No revenue tracked from support interactions.
ActionRetrained agents in consultative listening and product recommendation. Built a revenue attribution tracking model. Ran a 30-day pilot with 10 agents before rolling out company-wide.
TimelinePilot: 30 days. Full rollout and tracking: Q1.
Result: +18% revenue per conversation · Team headcount preserved
Fintech Startup · Series B
High churn with no early-warning system — losses discovered too late
ChallengeSeries B fintech losing 6.4% of customers monthly. No churn-risk model. By the time customers cancelled, win-back was nearly impossible.
ActionBuilt a behavioral churn-risk scoring model using support ticket sentiment, login frequency, and NPS. Designed a proactive outreach cadence triggered at the 2-week risk window.
TimelineSystem live in 6 weeks. Results measurable within 2 billing cycles.
Result: Churn 6.4% → 4.4% · +31% retention · LTV impact material

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