Case Study: Driving Scalability and Performance During Holiday Ramp
Driving scalability and performance during holiday ramp season is extremely important for digital commerce brands. With high contact volumes around the holiday season, it’s not always easy to balance the need to scale quickly while also meeting performance expectations.
We partnered with a multinational athletic apparel retailer to support their digital commerce holiday ramp. They needed a partner who could handle a very tight turnaround to support additional holiday email volume across multiple geographies.
We leveraged our key best practices to launch the program extremely quickly while achieving key performance metrics:
- 92%+ CSAT (goal of 80%)
- 15% AHT improvement
- Meeting QA goal
- 20,000+ emails handled per week
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