Retail Case Study
A connected fitness retailer partnered with Outsource Consultants to reduce support complexity and improve the performance of its customer experience operation. The engagement focused on aligning outsourcing strategy with evolving sales and support needs.
The results: 67% CX cost reduction and $23M YoY revenue increase.
Results
- 67%
- Cost Reduction
- $23M
- Revenue Growth
- 40%
- Increase in Sales per Transaction
- $4.8M
- Total Savings
Client:
Connected Fitness Retailer
Industry:
Retail
Deliverables:
The Challenge
After expanding into hardware, a retail fitness company faced rising customer experience costs and increased support complexity. Their current vendor lacked voice support depth and was unable to scale for seasonal demand spikes.
The Approach
Outsource Consultants redesigned the client’s outsourcing strategy and matched them with a high-performance BPO partner. This change delivered a 67% cost reduction and freed up budget for automation.
The model incorporated AI to handle routine contacts, allowing agents to focus on consultative selling.
The Outcome
The new model reduced CX costs by 67% and contributed to $2.5M in first-year savings and $4.8M in total savings.
With AI handling routine contacts, agents focused on consultative selling, increasing the average attach rate to 1.4 products per order and contributing to a $23M year-over-year revenue increase.
Sales per transaction increased by 40%, supporting growth without expanding headcount.
Results:
- 67% cost reduction
- $2.5M first-year savings
- $4.8M total savings
- 40% increase in sales per transaction
- $23M year-over-year revenue increase
FAQs
- What if we don’t have budget approval or executive alignment right now?
That’s common. These conversations are often used to explore options, pressure-test assumptions, or understand what levers could create budget flexibility later. No decisions or commitments are required to have the discussion.
- How do I know whether outsourcing or optimization is the right move for us right now?
Most teams reach out when costs are rising, performance is uneven, or growth is outpacing current systems. A strategy call is not about forcing an outsourcing decision. It is about pressure-testing your current model and identifying where optimization, vendor change, or phased support could realistically help.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
