Case Studies

Real Customers. Real Solutions. Real Results.

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Challenges, Solutions, Results

 
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Case Study #1

Leading NFL Franchise

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The Challenge

Move an in-house, domestic Customer Service team to nearshore operations to reduce cost and advance CX quality. TSI was tasked to help convert an existing in-house Call Center to a nearshore solution with speed, attention to CX KPI’s and sensitivity to the transitioning in-house resources.



The Solution

TSI immediately provided a scalable team of dedicated Customer Service & Reservation Agents, while the Company closed its existing Call Center in phases. TSI consulted on the creation of an Implementation Schedule and worked side-by-side with the Company to ensure seamless integration.



The Result

Company scaled its initial 7-agent team by over 10X after an independent third-party study sponsored by the Company rated TSI’s initial Customer Service 97%+. Learn more about how TSI can reduce your cost to serve with Execution. Guaranteed!™



 
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Case Study #2

Global purveyor of Health & Wellness products

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The Challenge

Shift a Customer Service team from the Philippines to nearshore immediately to meet regulatory requirements. Upon learning that the Company’s existing outsourcing provider did not meet regulatory requirements, Senior Management was forced to find a replacement solution IMMEDIATELY.



The Solution

TSI developed a “Train the Trainer” Program and immediately provided a dedicated team of Customer Service Agents. TSI audited and ensured all regulatory compliance and worked hand-in-hand with the Company’s leadership to co-brand a Customer Service Solution to meet the immediate need and ultimately provide superior overall Customer Experience.



The Result

The brand seamlessly transitioned all Customer Service from the Phillipines to TSI’s Central America Hub Center location, eliminating any compliance concerns, and has since scaled its team by 3X. Learn more about how TSI meets the most demanding onboarding challenges.



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Case Study #3

Global startup Online Marketplace for boat rentals

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The Challenge

Help launch game-changing online marketplace. Before launch, Company leadership needed to capture inventory (boat owners) and prospects (renters) in order to monetize their vision.



The Solution

TSI built a dedicated Customer Service & Sales backend to match the Company’s unique technology platform and launch the innovative service. TSI provided dedicated Outbound Sales, Customer Service, Merchant Processing and a Sales Road Map to maximize results. TSI’s team aggressively targeted boat owners via global social channels and pioneered a Rev Share program in partnership with the Company to quickly secure inventory. At the same time, TSI Outbound Agents secured the renters.



The Result

Close to 150,000 boats were listed and rented within TSI’s initial service period, leading to a significant outside investment in the Online Marketplace by a strategic conglomerate. Learn more about how TSI can help you launch new products and services.



Case Study #4

Fast growing Lead

Gen provider

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The Challenge

Maximize Customer Experience & Increase Conversion. TSI was tasked to eliminate an existing Wild West sales campaign that resulted in duplicate prospecting calls and replace it with a targeted, yet aggressive and organized, campaign to generate results and protect brand equity for the Company.



The Solution

TSI provided dedicated Sales Agents and scrubbed CRM data. With a clean list, TSI’s sales professionals were able to focus on customer service and conversion.



The Result

Company increased dollars per rep beyond Management expectation and has since scaled its team at TSI by 3X. Learn more about how TSI can help improve Customer Experience.



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Case Study #5

Leading, global Car
Rental Agency

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The Challenge

Move an in-house, domestic Customer Service team to nearshore operations to reduce cost and advance CX quality. TSI was tasked to help convert an existing in-house Call Center to a nearshore solution with speed, attention to CX KPI’s and sensitivity to the transitioning in-house resources.



The Solution

TSI immediately provided a scalable team of dedicated Customer Service & Reservation Agents, while the Company closed its existing Call Center in phases. TSI consulted on the creation of an Implementation Schedule and worked side-by-side with the Company to ensure seamless integration.



The Result

Company scaled its initial 7-agent team by over 10X after an independent third-party study sponsored by the Company rated TSI’s initial Customer Service 97%+. Learn more about how TSI can reduce your cost to serve with Execution. Guaranteed!™