CASE STUDY: A Champion/Challenger Pilot Leads To Increased Customer Satisfaction

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Champion/Challenger
Results: 13% Increase in Customer Satisfaction scores over incumbent

About our Client
Our client is an American company based in San Francisco, California that launched a medical cannabis delivery app of the same name in 2014.

How the Relationship Started
World Connection launched a 30-day Champion/Challenger pilot with a two-week training process. Our client wanted to see how WC would stack-rank against its existing outsourcing partner in Oregon.

The World Connection Advantage
Through our rigorous recruiting and onboarding process, WC we stood up a complimentary cross-section of agents with varying skills.

At the end of the pilot, we were beating our client’s long-term Oregon partner in Customer Satisfaction by 13%. During the following 60 days, we met all KPIs, and our client made the easy decision to move its entire service and support operations to WC.

  • 13% Increase in Customer Satisfaction scores over incumbent

  • 30 days – Length of Champion/Challenger pilot

  • 60 days – The length of time it took our client to decide to transition all volumes to World Connection

 

“In my 20+ years, this was by far, hands-down, the smoothest onboarding I have ever had. I am very pleased with how things are going and impressed with the entire team at World Connection.”

– Vice President of Customer Experience

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