Case Study: CPG
HGS helps client partner rekindle retail success
Delivering scalable brand-building agents, successful product launches, and complex technical support in a highly regulated environment
Over the course of our partnership, the client has acquired companies and expanded into other products in addition to vapors. HGS has provided the best practices and 40-plus years customer care expertise for successful merging of objectives.
“We have a very good connection to and communication with this client’s leadership,” Angelo says. “Ultimately, this client is looking for world-class customer care. It’s one of those things you know when you deliver it or experience it. And this client knows the connection to their customers is particularly important with this product.”
Post-pandemic, the aim is to triple or quadruple the number of agents for an upcoming three-year contract opportunity that will help the client keep up with increased volumes. The client is open to a hybrid model with half of the staff in-center and half operating from home, thereby helping to save on office and maintenance costs.