Case Study

Boosting Customer Satisfaction and Sales Performance through Strategic CX Support

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Overview

A major U.S.-based Home Protection Provider faced sales stagnation, claims friction, and inconsistent customer retention. Partnering with us, helped them to transform frontline performance with structured coaching, claims process optimization, and empathy-first engagement.
Key highlights include:

Measurable gains in conversion and customer loyalty

Doubled sales conversion in the claims queue

Reduced NIF/NIC errors through proactive questioning

74% retention achieved without offering discounts

Challenges

Low sales conversion on claims support calls

High error rates in claims processing (NIF/NC)

Lack of structured coaching limited retention performance

Inconsistent shift transitions disrupted customer experience

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

Increase in claims sales conversion rate

%

Increase in customer save rate

%

of saves retained without any discount offers

%

Reduction in “Not Issue Found” and “Not Covered” errors

Continuity implemented with seamless hand-off protocols

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