CASE STUDY
WiserOwl Helps Global Eyewear Contact Centers Save Millions
The Challenge
Scale optimal CX to support new company growth
Our multibillion-dollar healthcare client, fresh off new acquisitions and an expanded provider network, needed to scale their contact center operations to support the recent strategic growth.
This meant aligning on the right strategy to bring CX capacity up while driving costs down. However, stuck only with legacy metrics, leadership was unable to draw a clear through-line connecting CX resource to financial performance. The team needed a solution that would not only capture, but equally compare, how valuable — or costly — a given resource was.
Results were needed quickly to finalize annual budgets. The client tasked WiserOwl to show manageable proof — most importantly, the cost and financial efficiency and efficacy of work done across all staff levels and contact channels.
Objectives Included:
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Increase contact capacity at a reduced cost
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Offer a more consistent customer experience
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Reduce spending through budget efficiencies
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Optimize technology stack utilization
The Solution
A single measure for financial performance
Although the business had access to plenty of raw data, none of it was intelligible. Assimilating this data into an aligned, financially connected, and actionable view of CX ops was considered an effort too complex and costly to be practical.
But not for WiserOwl.
Our decision intelligence solution provided the c-suite and key stakeholders with a direct line of sight, in terms they could trust and understand — and that CX managers could actually manage.
The clearest view of CX financials
All that data, now transformed into insights. Read the full case study to learn more.
The Results? Lower Cost, Better CX
Using a quadrant-style format, WiserOwl identified 21 opportunities, ranking them by financial and qualitative benefits. These included:
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Committed savings of $2.5 MILLION for a 100-seat contact center
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Tech stack validation and utilization plan to support CX cost reduction
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Improved tech stack utilization by +73%
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Fact-based financials show cost of performance and opportunities for increased ROI
Ready to transform your CX unit into a strategic, value-driving asset?
$2.5M
Gained Profitability
73%
Tech Stack Optimization ROI
92%
Sustained Customer Satisfaction
22%
Turnover Rate Below
Want to drive real CX ROI?
Go from "cost per contact" to true financial clarity.
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