Call Center Case Studies & Client Success Stories

Real Client Stories. Real Business Impact.

How OnBrand24 Helps Businesses Like Yours

OnBrand24 partners with organizations across industries to deliver measurable improvements in customer experience, operational efficiency, and revenue performance. Our case studies highlight how brands leverage our people, technology, and CX expertise to solve complex challenges and achieve meaningful results.

Higher customer satisfaction and loyalty
Reduced operational strain and call volume
Improved visibility into customer drivers and trends
Stronger performance through data-driven insights

Case Studies That Deliver Measurable CX Impact

Real-World Results Powered by Data, AI, and Human Expertise

Case Study 01

Unlocking Call Driver Insights

Challenge

A subscription management company struggled to identify why customers were calling. Without visibility into recurring call drivers, leaders lacked the insight needed to prioritize fixes that would most improve customer satisfaction.

Solution

OnBrand24 deployed an AI-driven analytics framework that automatically summarized customer interactions, identified recurring call themes, and surfaced trends through intuitive dashboards. Leadership gained near real-time insight into customer intent and operational friction points.

Results

Identified high-frequency call drivers
Accelerated root cause analysis
Improved CX decision-making

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Case Study 02

Improving CSAT with Artificial Intelligence

Challenge

E-commerce clients lacked a clear connection between agent behaviors and customer satisfaction metrics like CSAT and NPS. This made it difficult to pinpoint coaching opportunities, efficiency gaps, and potential compliance risks.

Solution

OnBrand24 implemented AI-powered behavioral analysis that linked call attributes directly to customer satisfaction outcomes. The solution flagged friction points, risky behaviors, and inefficiencies while enabling proactive coaching and compliance monitoring.

Results

Clear link between behavior and CSAT
Faster, data-driven agent coaching
Increased customer satisfaction

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Case Study 03

Fintech Customer Experience at Scale

Challenge

A financial services organization required comprehensive scalable inbound support for complex mortgage and loan servicing interactions while maintaining strict compliance and consistently high customer satisfaction.

Solution

OnBrand24 delivered a dedicated, multi-skilled support model handling Skill 1 and Skill 2 processes across voice and digital channels. The team integrated seamlessly with internal systems while maintaining rigorous quality assurance and performance management standards.

Results

#1 Net Promoter Score for 4 years
#1 Retail IB/OB lead conversion
#1 Quality Assurance rankings

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Retail & E-Commerce

Customer Support Built for Modern Online Retail & eCommerce Program

"OnBrand24 has been very adept at understanding our culture and our approach to customer and donor relations. They have exceptional people skills, and they consistently provide a warm and welcoming customer service experience. OnBrand24 is the first line of communication for our supporters, so they are in a critically important role."

- William B. McCarthy
Executive Director, Southwest Indian Foundation

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Southwest Indian Foundation Case Studies OnBrand24

Food & Beverage

High-Volume Support Without Compromise

"They handle whatever we throw at them,” Hoberman said. “Sometimes with little warning we need them to handle double the inbound call volume because we’ve just offered discount pricing or free shipping, and OnBrand24 always comes through. It means we keep our customers happy while capturing maximum revenue.”

- Andrew Hoberman
Customer Relations Manager, Dancing Deer

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Manufacturing

Dependable Customer Support and Engagement for Manufacturers

"OnBrand24 is very reliable. We depend on them to seamlessly handle the critical first phase of the sales cycle-the sample request-and also to relate to customers on a personal level that represents Sappi well and reflects our culture."

- Patti Groh
Director of Marketing Communications, Sappi Fine Paper North America

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Technology

Seamless Technical Support and Help Desk Support Services

"OnBrand24 has been absolutely great. We've been very impressed with their ability to establish a highly capable team that quickly developed a strong technical grasp of our new product features in a compelling way. We quickly came to regard OnBrand24 as a satellite office for us, a direct extension of our sales and marketing team."

- Brett Johnson
Sales Manager, Alpha Software

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Financial Services

Trusted Support and Operational Excellence for Financial Services

“They’ve been great partners. The agents move very smoothly back and forth between questions from consumers and carriers – and that’s a challenging responsibility. I have dealt with a lot of vendors over the course of my career, and OnBrand24 is definitely top tier in terms of responsiveness, professionalism and delivery. I’m grateful to the entire OnBrand24 team.”

- Adam Miles
Director of Operations Restore Payment Programs, Enservio

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Proven Case Studies Across Industries & Use Cases

Challenge – From AI-driven insights to regulated environments
Solution - Retail, technology, financial services, and more
Results – Improvements in CX, efficiency, and revenue

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FREQUENTLY ASKED QUESTIONS

Case Studies FAQs

What types of case studies does OnBrand24 provide?

OnBrand24 case studies showcase real-world customer experience, call center outsourcing, and AI-driven performance outcomes across multiple industries. Our case studies cover inbound and outbound customer support, technical support, CX optimization, AI-enabled analytics, revenue operations, and complex regulated environments. Each case study highlights the business challenge, the solution delivered, and the measurable results achieved, giving prospective clients clear insight into how OnBrand24 solves real operational problems.

What industries are represented in OnBrand24’s case studies?

OnBrand24 case studies span a wide range of industries, including retail and eCommerce, technology and SaaS, financial services, fintech, healthcare, insurance, manufacturing, food and beverage, subscription services, and business services. This cross-industry experience demonstrates our ability to adapt solutions to different customer profiles, regulatory requirements, and operational complexities while maintaining consistent service quality and measurable outcomes.

What kind of results do OnBrand24 case studies highlight?

Our case studies focus on tangible, business-relevant results rather than abstract success stories. Common outcomes include improved customer satisfaction scores such as CSAT and NPS, reduced call volume through root cause analysis, faster issue resolution, improved agent performance, increased revenue or conversion rates, stronger compliance outcomes, and enhanced operational efficiency. These results are supported by data, analytics, and performance metrics to ensure credibility and transparency.

How are OnBrand24 case studies different from typical testimonials?

Unlike short testimonials, OnBrand24 case studies provide structured, in-depth insight into how challenges were addressed and results achieved. Each case study outlines the client’s specific problem, the strategy and technology applied, and the measurable business impact. This approach allows decision-makers to understand not just that results were achieved, but how those results were delivered and whether similar outcomes could apply to their own organization.

Can OnBrand24 create a case study specific to my industry or use case?

Yes. OnBrand24 regularly develops industry-specific and solution-specific case studies based on client engagements. If you operate in a niche market or have unique operational requirements, our team can discuss relevant examples or create a tailored case study that aligns with your business objectives, customer experience goals, and technical environment. This ensures prospective partners receive examples that are directly applicable to their needs.

Proven Results Across Industries

Case Studies That Show What’s Possible with OnBrand24

OnBrand24 partners with organizations across industries to solve complex customer experience, operational, and growth challenges. Our case studies highlight real challenges, real solutions, and measurable outcomes, showing how data-driven CX, AI-enabled insights, and expert teams deliver lasting impact. Explore how OnBrand24 helps clients improve customer satisfaction, increase efficiency, reduce risk, and drive measurable business results.

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