2026-02-09
To meet holiday demand, Fusion CX provided a heritage apparel retailer with rapid seasonal scaling. This strategic partnership ensured consistent service during peaks and successfully transitioned into a cost-effective steady-state model.
150
agents ramped in 8–10 weeks
150 | agents ramped for peak season
8–10 | week holiday ramp window
100 | FTE steady-state model
2026-01-29
A leading U.S.-based online bridal fashion retailer partnered with Fusion CX to transform and scale its customer support operations during extreme seasonal demand spikes. As inquiry volumes surged during peak “Engagement Season,” the brand needed a centralized, agile CX model…
Peak-season ready
centralized, agile CX model
1
4x | seasonal inquiry spikes absorbed
0 | service disruptions at peak
24/7 | support coverage
3 | channels per cross-trained agent
1 | partner replacing multiple vendors
2025-10-27
Fusion CX helped a national sporting goods retailer maintain high-quality chat and email support in a low-volume environment—optimizing staffing, enhancing agent engagement, and ensuring consistent, brand-aligned service without overresourcing.
Lean by design
chat & email without overresourcing
1
2025-10-27
Fusion CX helped a specialty home décor retailer build a lean, surge-ready customer care model—balancing year-round efficiency with holiday scalability, boosting agent engagement, and ensuring brand-aligned support through peak shopping seasons.
Surge-ready
year-round efficiency, holiday scale
1
2025-10-17
Fusion CX partnered with a premier U.S. private aviation membership company to centralize non-voice concierge support in Cebu, expand service coverage and protect customer privacy.
61%
reduction in cost
1
61% | cost savings
98.87% | month-over-month quality
21k+ | transactions handled every month
107% | KPI composite vs. goal
2% | quarterly attrition
5%+ | faster than response-time targets
2025-10-14
Fusion CX worked with a premier compounding and mail-order pharmacy to streamline refill workflows—empowering pharmacists, accelerating fulfillment, and driving double-digit revenue growth.
Double-digit
revenue growth
1
163% | increase in prescription fulfillment
192% | revenue growth, q3 2022 to q2 2023
90%+ | quality assurance scores
2025-10-14
Fusion CX helped a Medicare Advantage plan serving Asian American communities overcome language barriers and cultural disconnects—boosting trust, preventive care visits, and network growth.
In-language
support for Asian American members
1
250% | increase in wellness visit engagement
6x | increase in call volume
5x | productivity jump in 30 days
98% | QA score vs. 85% target
15k+ | providers joined the network
3 | languages: Korean, Mandarin, Cantonese
2025-10-14
Discover how Fusion CX reduced resolution times by 83%, increased CSAT by 24%, and scaled omnichannel support to meet rising subscriber demand for a fast-growing MVNO.
83%
faster resolution, +24% CSAT
83% | faster resolution times
24% | CSAT boost in the first year
<30 min | resolution time, down from 180 minutes
2025-10-14
Discover how Fusion CX empowered an established MVNO with real-time analytics, reducing MTTR, improving fallout management, and boosting customer satisfaction through insight-driven operations.
Real-time
analytics, lower MTTR
1
30 days | to recruit and train the offshore team
24/7 | operations coverage
2025-10-14
Explore and download Fusion CX case studies showcasing diverse customer service solutions. Gain valuable real-world insights to strengthen strategy, improve performance, and accelerate business growth.
Day-one
operations for a new MVNO
1
85%+ | port success rate within 6 months
~50% | fewer reactive service tickets
<30 | days to stand up the operations team
2025-10-14
Fusion CX transformed compliance risk monitoring for a lending company, boosting efficiency through automation, enhancing governance, and correlating customer satisfaction with QA scores.
35%
increase in net promoter score
90% | accuracy in quality audits
35% | increase in net promoter score
100% | automated QA
30k+ | operational hours every month
21 | call types with scoring models
2025-10-14
Discovered how we slashed losses by 50% for a top e-commerce platform with AI-driven detection, automation, and expert fraud prevention team.
50%
reduction in fraud-related losses
50% | reduction in fraud-related losses
0–3 | months to staff up and integrate tools
2025-10-13
Fusion CX helped a leading Canada-based real estate company launch a new venture by paving the way for them to reach top B2B buyers. Fusion CX delivered superior and improved leads to help the client establish strong connections in the…
Better leads
for a new U.S. B2B venture
1
2025-09-03
A global luxury beauty brand needed a CX partner to protect a high-touch experience while flexing for launch surges and campaign spikes. Fluctuating volumes, rapid ramp-ups/downs, and a move to a hybrid in-house model…
<5%
abandonment during peak surges
<5% | abandonment during peaks
30 | FTE base scaled through multiple ramps
4 | years of partnership
0 | disruptions during knowledge transfer
2025-09-02
A prominent home improvement company partnered with Fusion CX to tackle high customer acquisition costs while improving lead quality and offline sales conversions. Facing challenges with expensive acquisition and inconsistent lead quality, they needed…
30%
more offline sales conversions
30% | increase in offline sales conversions
5 | days a week of outbound sales and service
2025-08-13
A renowned U.S. footwear and accessories brand, known for its blend of style and innovation, needed a CX partner to deliver premium chat and email support in a low-volume, high-expectation environment. Unpredictable workloads, fluctuating…
Year-round
premium chat & email support
1
2025-08-12
Explore our transformative journey with a leading beauty brand, enhancing customer support while cutting costs and opening doors to new markets. See the tangible results of our cutting-edge, multilingual solutions and learn how we…
96.6%
service level achieved
96% | quality assurance accuracy
96.6% | service level
27 sec | under the 6-minute AHT target
0% | call abandonment rate
100% | call occupancy
2025-08-11
A leading U.S. home remodeling company, operating under a national portfolio of renovation brands, was chosen to manage a high-volume installation program for a major warehouse retailer. To succeed, they needed nationwide lead generation…
45%
lower agent costs
45% | agent cost reduction vs. U.S. in-house
400,000+ | transactions every month
10 → 77 | FTEs within two years
5 | lines of business supported
2025-08-08
Fusion CX helps the #1 telecom service provider in the United States embrace digital transformation in their customer support operations. This was achieved by using AI-based technologies to systematically automate operations for premium CXM.
32%
lower client operational expenses
<3% | call abandonment rate
20% | lower average handle time
75%+ | first-contact resolution
32% | lower operational expenses
6 weeks | training, down from 6 months
10% | faster average response times
2025-08-07
Dive deep into a transformative journey where our tailored BPO strategies and seamless multi-channel support turned seasonal challenges into victories for a Vermont-based eCommerce giant, resulting in substantial cost savings, operational efficiency, and a…
10x
FTE scalability for peak seasons
10x | FTE scale, from 5 to 50+ at peak
90% | quality assurance benchmark
7 | years of partnership
2025-08-06
A leading U.S. EEG service provider was facing mounting operational challenges: rising patient interactions, device misuse driving financial losses, and growing QA inconsistencies. They partnered with Fusion CX to implement a structured onboarding model,…
$1M
revenue increase in just one month
15% | increase in productivity
$1M | revenue increase in one month
98% | QA score within 30 days vs. 85% target
58% | reduction in errors within 60 days
2025-08-05
A global MedTech leader faced delays in DME order processing, with thousands of incomplete faxed referrals creating backlogs and slowing patient testing. They turned to Fusion CX, a trusted DME call center, to deliver…
Faster
Home Sleep Test referral turnaround
1
16 | billable agents in Cebu, Philippines
3 | specialties supported: neurology, sleep, cardiology
4 | intake workflows: sorting, follow-up, routing, QA
2025-08-04
Fusion CX helped a HealthTech-powered procurement platform with new customer acquisitions while also improving customer retention through superior customer experience deliveries. This helped the client maximize their revenue generation.
Full-cycle
customer communication, welcome calls to surveys
1
2 | months to expand into new lines of business
3 | customer touchpoints covered: welcome, assistance, feedback
2023-10-16
Explore this compelling case study to learn how our innovative approach and skilled team helped a renowned wellness retail corporation achieve a 15% increase in sales conversion rates and maintain a 90% customer satisfaction…
80%
sales conversion, up 15%
80% | sales conversion rate, up 15%, vs. 65% benchmark
90% | CSAT score
450% | sales team growth
~3x | expansion of the high-touch team
8 | years of partnership
2023-08-14
A prominent provider of autonomous shopping solutions faced challenges in enhancing customer convenience, scaling operational efficiency, and optimizing staff productivity.
98%+
quality assurance accuracy
300 | personnel within 18 months
98%+ | quality assurance accuracy
75% | of cases resolved within 10 minutes
25% | lower average handle time
2023-05-18
A leading name in the Home Improvement & Wellness industry, the client was successful in generating high volumes of inbound customer inquiries but was severely challenged in their ability to handle these incoming customer…
110+
inbound sales reps, grown from 5
5 → 40 | inbound sales reps within 2014
110+ | inbound sales reps by the end of 2015
25 | customer support and retention reps in 2016
2 | languages: English and Spanish
2023-05-17
Fusion CX collaborated with a prominent home improvement brand to effectively expand their service capabilities during periods of high demand, all while achieving substantial cost reductions. Furthermore, Fusion CX successfully aided the client in…
21%
lower cost per sale
21% | reduction in cost per sale
17% | decrease in employee attrition
550 | FTE ongoing support
850–900 | FTE seasonal support, April–October
2023-05-15
Discover how Fusion CX partnered with a renowned radiology network in Southern California to overcome operational challenges and enhance efficiency and productivity.
117.2%
of appointment scheduling goal
117.2% | of appointment scheduling goal
99.6% | reduction in Make Busy time
25% | reduction in average handle time
109.6% | adherence to targeted QA standards
2022-05-16
Our scalable customer support model helped a leading CO-OP Healthcare Plan manage the unusual spikes in incoming customer communications during the Open Enrolment period, delivering satisfactory customer experiences while exceeding the membership goals for…
72,000+
new members added during Open Enrollment
72,000+ | new members added to the health plan
1 | dedicated team for all Marketplace enrollment calls
2021-05-10
Fusion CX helped one of the largest online food-ordering enterprises connecting diners with local restaurants efficiently manage high volatility in capacity and demand during lunch and dinner, which are usually categorized as rush hours.
21X
scale through rush-hour solutions
21X | scale through Fusion CX solutions
85–90% | CSAT
4 | chats per hour per agent
