Articles - Case Studies

Our Case Studies page showcases real-world examples of how contact centres are improving performance, technology, and customer experience. This collection of success stories, lessons learned, and expert commentary highlights innovative strategies and practical approaches that have made a measurable impact in live environments. Learn how organisations have tackled common challenges, from reducing wait times to boosting engagement and efficiency. The case studies also provide inspiration for applying similar ideas in your own operation, helping you achieve meaningful and sustainable results.

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Worker carrying boxes of vegetables.
Case Study: Henderson Group Reduced Onboarding With Netcall
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Case Study: NHS Onboarded 20K Agents in Under a Month With Creovai
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Case Study: SPANX Significantly Improves Efficiency With UJET
Smart Home Devices
Case Study: Rachio Improves Accuracy to 99% With Crescendo
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Case Study: Herschend Decreases AHT by 12% With UJET
Credit Union Concept
Case Study: TFCU Improved Member Self-Service With Creovai
Cloud Technology Concept
Case Study: MeisterTask Takes Quality Score to 99.2% With Crescendo
Dog walker
Case Study: Wag! Reduced Average Wait Time by 50% With UJET
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Case Study: Aquarius Delivers Important SLAs With Creovai
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Case Study: Lovepop Improves CSAT Score to 94% With Crescendo
Dentist equipment with a tooth in the middle on a blue background
Case Study: The Straumann Group Decreases Their AHT With Upland Software
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Case Study: Automotive DMS Company Saved $23,000 With Creovai
EV Charging Station
Case Study: EVPassport Reduces ASA by 9 Minutes With Crescendo
Contactless Payment Machine
Case Study: Zettle by PayPal Reduced Agent Training Time by 50% With UJET
e-learning education concept
Case Study: IDEO U Increased CSAT by 34% With Crescendo
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Case Study: AAA Northeast Reduced Training Time With Upland Software
Bus on a road
Case Study: Global Touring Reduces ASA by 30% With SequenceShift
Internet Connection by Satellites
Case Study: NRTC Decreases Agent Attrition by 32% With Creovai
Case Study: Paychex Increased Operational Efficiency With Upland Software
Key exchange
Case Study: Ocasa Homes Saved 262 Hours per Week With Netcall
Contact centre agents on the phones
Case Study: Callzilla Increased Speed of Resolution With Creovai
Breakfast served with coffee, orange juice, croissants, cereals and fruits. Balanced diet.
Case Study: Nestlé Resolved 80% of IT Incident Tickets With Upland Software
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Case Study: Nottingham City Council Saved £356k in Staff Costs With Netcall
Train on train tracks with blurred out background
Case Study: SWR Eliminates 300-500 Activities Daily With Route 101
 
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