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Case Studies

Explore our collection of case studies, showcasing real-world examples of how our solutions have helped businesses and organizations achieve their goals. From overcoming complex challenges to achieving remarkable success, our case studies offer a detailed look at how our products and services have made a tangible impact.

Whether you’re looking for inspiration, guidance, or proof of concept, our case studies provide valuable insights and lessons learned from a diverse range of industries and applications. Browse our case studies to discover how we’ve helped others succeed, and how we can help you achieve your own success story.

Case study | a 10-year partnership with Vodacom

Vodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent.

WFM methodological facilitation

​Couple a challenging economic and political climate with an industry in the throes of a rapid digital evolution and it is little wonder that reducing costs and driving efficiencies is on top of every executive’s wish list.

A partnership with iiNet

iiNet is the third largest internet service provider in Australia. Competing head to head with major industry players like Optus and Telstra, it uses its unique entrepreneurial flair and intense focus on customer service to stand out from competitors and win market share. iiNet’s service philosophy is intrinsic to its business. It places great importance on customer interactions and demands high levels of technical call resolution ability and skills from its agents. This is measured through the use of Net Promoter Scores®.

A customer story about Cell C

Cell C is one of South Africa’s largest mobile phone operators and offers a wide range of products and services, including voice, data and messaging services to more than 13 million customers. As a relative newcomer, Cell C’s initial low cost penetration and retention strategy had been based on highly competitive pricing models. With a new leadership team at the helm, Cell C was focused on driving growth through new market and pricing strategies that would boost market share and customer retention rates.

A 10 year partnership with ASDA

Millions of customers buy their groceries and products from ASDA.com every week in the UK. Part of the Walmart family, ASDA earnings make up 31% of the group’s income which serves 18 million weekly shoppers across the globe. In the UK, ASDA continues to differentiate itself in a fiercely competitive market by retaining its position as the lowest cost-to-operate supermarket.

Merchants breaking the mould

Customer Management Outsourced Service Providers (OSPs) have often been castigated for their lack of technological innovation and an unwillingness to invest in evolving technologies ahead of client demand. This is hardly surprising. In an increasingly tight margin business, speculative investment represents a degree of risk few OSPs have the appetite for. As a result, OSPs – no less than their clients – often depend on outmoded, inflexible technological infrastructures that are expensive to maintain, uneconomical to change, and prohibit access to technological innovation.​

How SAA’s back-office processes drive customer experience

South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. Like many airlines the world over, SAA operates under immense cost and operational pressures in the face of challenging economic conditions in a highly competitive industry. Though customer service levels have improved, back office processes were hindering effective service delivery. The organisation had a requirement to streamline these business processes to drive improved efficiencies across its contact centre and strengthen the brand nationally and internationally through consistent levels of service.

SAA engineering an amazing business recovery

South African Airways (SAA) is South Africa’s national airline carrier. A state-run entity, it services all major domestic and international routes. Like many airlines the world over, SAA is operating under immense cost and operational pressures in the context of the global economic recession, but compounding its poor performance were deep-rooted operational flaws and inefficiencies that were crippling its service delivery and doing incredible damage to the airline’s brand, both domestically and internationally.