Case study · Home Improvement

Nationwide Scaling for a U.S. Home Renovation Leader

A U.S. home remodeler running a national installation program for a warehouse retailer cut agent costs by 45% and handled 400,000+ transactions a month with Fusion CX’s nearshore teams in Colombia and Jamaica.
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Nationwide Scaling for a U.S. Home Renovation Leader
400,000+
transactions handled every month
Client
U.S. home remodeling company with a national portfolio of renovation brands
Industry
Home Improvement · Home renovation
Services
Lead generation, appointment setting, scheduling and real-time updates
Delivery
Nearshore, Colombia and Jamaica
The results

National scale at nearshore cost.

Outcomes of the dual-site nearshore program.
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
01Challenge

A nationwide program with local labor limits.

Selected in 2022 to run a high-volume installation program for a leading warehouse retailer, the client needed seamless lead handling, appointment setting and real-time updates across locations nationwide.

Scalable contact center

Lead generation and scheduling across all U.S. markets.

Labor constraints

Rising costs and scarce talent in Southern California.

Consistent CX

The same experience at every location.

Real-time updates

Timely communication with field teams.

02Solution

Dual-site nearshore operations.

Fusion CX introduced a nearshore delivery model focused on performance, scalability and continuity.

Colombia & Jamaica

Time zone alignment and built-in redundancy.

Workforce expansion

From 10 agents to 77 FTEs in two years.

Field team support

Close work with retail warehouse teams.

30-60-90 onboarding

Structured onboarding and continuous learning.

03Impact

45% lower agent costs at national scale.

Nearshore staffing cut agent-related costs by 45% compared with U.S. in-house operations, while the team consistently managed over 400,000 transactions a month across all supported lines of business.

Dual-location operations kept service uninterrupted, and strong performance led the client to extend the engagement to additional brands in its portfolio.

Nearshore delivery made national expansion affordable without sacrificing consistency.

04Key insights

What other programs can take from this.

  • Nearshore delivery models can drive significant cost savings and scalability for nationwide programs.
  • Geographic redundancy protects continuity during high demand or local disruptions.
  • Structured onboarding and continuous learning maintain quality during rapid workforce growth.
Download the full case study

In this case study, you’ll see:

The operational demands of a nationwide retail installation program
Our scalable dual-site nearshore delivery approach
How cost savings and performance fueled expansion to more brands
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U.S. Home Renovation Company
Case study · Home Improvement

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    The Fusion CX‑factor

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    22years in CX
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