Customer Service/Call Centers/Contact Centers > Case Studies

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

GardaWorld Freshens Its Service Capabilities

Freshworks helps the armored car services provider keep the money moving

Vertafore Ensures Great CX with NewVoiceMedia

The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions

Helpshift Aids VCA in Pet Wellness

Mobile app and chat feature drive successful outcomes for vet care provider

OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

Washington’s 311 System Answers the Call with Salesforce

Reduced system downtime, call hold times, and costs have followed the district's migration to Service Cloud

KitchenAid Cooks Up a Winner with CX Social

Adding Clarabridge's social customer care solutions improves speed of response for the appliance maker

Vibrant Credit Union Moves to Video Banking with Sharpen

Sharpen's cloud contact center platform enables customers to use video kiosks at Vibrant's branch locations

With CallRail, Digible Builds Results for Property Managers

Thanks to the call tracking solution, the digital marketing agency has helped its apartment industry clients cut costs and increase efficiency

Calabrio’s Suite Is the One for Radial

The e-commerce service provider improves its call center with Calabrio ONE

ICS+ Streamlines Its Business with Salesforce.com

The automated systems provider has broken down silos thanks to its Salesforce suite

Jewelry TV Unearths a Data Management Gem in Riversand

The TV retailer has tripled the amount of product information on its website

Helpshift Makes an Impression for Chatbooks

Chatbooks, which transforms digital pictures into physical photo books, transformed its customer service with Helpshift

SpotHero Settles in with UJET

UJET has helped the parking platform provider cut telephony costs in half

Slice Serves Up Automated Workflows with Kustomer

A technology provider for local pizzerias streamlines support operations with ticketing and communication software

BoomTown Builds Valuable Voice Insights with Invoca

The B2B real estate software company increased conversions and ROI with call intelligence

Booker Sets Up Self-Care with Five9

The salon and spa scheduling company benefits from Five9 in its contact center

The Homework Hotline Aces Its Assignments with PureCloud

Rose-Hulman's tutoring service ups user satisfaction thanks to Genesys and Interactive Intelligence's PureCloud contact center solution

Vacay Vendor Resorts to NewVoiceMedia for Better Service

ResorTime Speaks Directly to ‘Owners' with ContactWorld for Service

InMoment Helps Solarity Gather Timely Feedback

The platform's listening posts enable the credit union to create member-centric services

Wiredrive Accelerates Customer Success with Totango

The media sharing and collaboration firm has built stronger bonds with its customers