Case Study Improving Customer Satisfaction Through Operational Excellence
How Intelegencia transformed customer support operations with governance, coaching, and workforce visibility to significantly improve CSAT, SLA performance, and operational efficiency.
+8.0 pts
CSAT Improvement
+19.7 pts
Email SLA Improvement
100%
Reduction in PIP Cases
The Client
Improving Customer Satisfaction Through Operational Excellence
Customer experience is shaped long before an agent interacts with a customer. It is the result of well-defined processes, clear accountability, consistent quality standards, and operational visibility across the organization.
For a leading U.S. home furnishings and rugs retailer, delivering a consistently high-quality customer experience had become increasingly challenging as customer interactions grew across multiple channels. While the support operation handled large volumes of customer inquiries, inconsistent performance, fragmented reporting, and limited operational visibility made it difficult to proactively improve service quality.
Intelegencia partnered with the client to redesign its customer support operations through a governance-led transformation. By strengthening leadership accountability, enhancing workforce visibility, and implementing data-driven quality management, the engagement created a scalable operating model that delivered measurable improvements in customer satisfaction, service levels, and overall operational performance.
The Challenge
Customer Support Needed Greater Operational Visibility to Scale Effectively
The client's customer support organization played a critical role in delivering a seamless experience across online and retail channels. As customer interactions increased, maintaining consistent service quality became increasingly difficult. Operational performance varied across teams, reporting lacked consistency, and leadership had limited visibility into performance trends that could impact customer experience.
Without a structured governance framework, identifying emerging issues, improving agent performance, and maintaining consistent service standards became increasingly challenging. The client needed an operating model that could provide greater transparency, accountability, and operational control while supporting future growth.
Multi-channel customer support
Enterprise-scale operations
Customer support operations spanning multiple brands and channels
Inconsistent service performance across operational teams
Limited visibility into workforce performance
What our audit found
Operational Assessment Identified the Root Causes Behind Performance Gaps
Intelegencia conducted a comprehensive operational assessment to understand why customer satisfaction was not improving despite existing quality processes. The analysis revealed that internal QA scores were not accurately reflecting the customer experience, making it difficult to identify the true drivers of customer dissatisfaction.
The assessment also uncovered fragmented leadership ownership, inconsistent reporting practices, limited workforce visibility, and reactive coaching processes. These operational gaps reduced the organization's ability to detect risks early and respond with targeted improvements. The findings made it clear that sustainable performance improvements would require a governance-led operating model supported by standardized reporting, proactive monitoring, and continuous coaching.
Disconnect between QA scores and customer satisfaction
Inconsistent operational governance
Limited workforce visibility
Reactive performance management
The Numbers
Outcomes we can talk about.
The governance-led transformation delivered measurable improvements across customer satisfaction, service levels, and workforce performance. By strengthening operational visibility, leadership accountability, and quality management, the client established a scalable customer support model capable of delivering consistently better customer experiences.
+8.0 pts
CSAT Improvement
+19.7 pts
Email SLA Improvement
100%
Reduction in PIP Cases
Continuous Improvement
Building a Scalable Foundation for Long-Term Customer Experience Excellence
With governance, workforce visibility, and quality management now embedded into daily operations, the client is positioned to sustain operational improvements while continuing to scale customer support. The new operating model enables proactive performance management, faster issue resolution, and continuous optimization as customer expectations evolve.
- Governance embedded into daily operations
- Continuous coaching and performance monitoring
- Scalable customer support framework
Frequently Asked Questions
About This Project
The questions teams usually ask when they want to run a similar engagement.
Intelegencia strengthened customer experience management by implementing a governance-led operating model that combined leadership accountability, workforce visibility, quality assurance, and structured coaching. This approach improved customer satisfaction, SLA achievement, and overall operational performance.
The Real Numbers
Need real numbers? Let's talk.
We kept the names off the page. The story is real, the outcomes are real, and we're always happy to walk a serious team through the rest of it.
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