Case Studies

Case Studies

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West Resources

Helping Utility Customers Weather Hurricane Matthew

When Hurricane Matthew tracked up the East Coast, a major Florida utility company partnered with West to communicate with concerned customers — before, during and after the storm.

Optimizing Self-Service for Financial Services Customers

West conducted “Champion Challenger” testing to guide a leading financial services company in capitalizing on two key opportunities to increase customer self-service.

Providing Answers When They Are Needed Most

When emergency situations threaten the livelihood of populations at large, companies across the U.S. count on West’s ongoing consultation to deliver timely and reliable communications to their customers.

Data Security Tools for the Trade: CallGuard

The United Kingdom’s largest supplier of trade tools, plumbing, electrical, bathrooms and kitchen fixtures needed to ensure the utmost security for tens of thousands of orders shipped each week. CallGuard offered the ideal hosted solution to support completely secure phone payments and excellent customer service through on-site and remote-working agents alike.

PowerSchool Integration: Hawthorn School District #73, Illinois

SchoolMessenger CustomApp: Alamo Heights ISD, Texas

A Partnership That Supports a Community in Crisis

A retail pharmacy counts on West to help announce the opening of a mobile pharmacy during West Virginia’s devastating flood.

Pay-by-Text Pay-off

Investing in technology that enables customers to make payments via SMS/text message paid for itself more than 6 times over in the case of a major satellite TV provider.

Western Union: Moving Money Around The World

Recognizing that 25% of annual call volumes originated outside of North America and each call with an agent costs $2 on average, Western Union saw an opportunity to expand the global capabilities of its IVR and create a consistent self-service experience for customers.

Access Center Improvements Drive Revenue Retention for Henry Ford Health System

“West allows our patients to call in and use their voice to direct them to any service they want. This cuts down on call volume for our contact center and increases patient satisfaction.”

West Corporation