Berkshire Hathaway Case Study: Call Center Improvement and Cost Savings

2023 Case Study HOW A BERKSHIRE HATHAWAY COMPANY IMPROVED CALL CENTER SERVICE & RELIAZED MORE THAN $500K IN SAVINGS WITH READYNINE.

Early in the planning process, Kohler and her team developed a range of goals and success criteria, including finding a new phone, chat, email, and workforce management solution. The criteria also included improving customer satisfaction and reducing cost per contact. The team’s leader, A. Kohler, knew there was a better way to provide support in a contact center. She had to make a change—a big change. The expected change was so significant that she needed to bring in an outside partner to help plan and manage the project. The e-commerce team at a Berkshire Hathaway company faced a critical challenge. The company’s online store, featuring an extensive range of products from party supplies to holiday goods, experienced a dramatic growth in sales volume. This unprecedented growth led to a significant surge in call center operations, resulting in long hold times and customer dissatisfaction. Because the call center’s foundational technology was installed nearly 20 years ago, it couldn’t provide the level and velocity of support demanded by today’s shoppers. They no longer tolerate sitting on hold for an hour or more. Today’s online shoppers want immediate service or as close to immediate as possible. NAVIGATING GROWING PAINS WITH AGING TECHNOLOGY

tailored to the unique needs of Kohler’s operations. Each step, from shortlisting vendors to coordinating live demonstrations, was designed to align closely with the predefined goals. First, ReadyNine’s team conducted thorough research on CCaaS vendors, saving Kohler weeks of time and “It was a complicated project,” Kohler recalled. “We wanted to upgrade our technology, but we also wanted a good value for our investment.” Kohler’s search for assistance led her to ReadyNine. Their meticulous process, honed over 15 years, began with an exhaustive analysis of contact center (CCaaS) vendors A Meticulous Process for a Modern Call Center Overhaul effort. Next, the team utilized proprietary software and extensive experience to short-list the top 50 CCaaS vendors, ensuring a perfect fit. Then, ReadyNine’s team finalized the needs and requirements for the solution, centralizing them to streamline communication with vendors. www.readynine.com

”There were several departments and many different stakeholders involved. ReadyNine offered expert assistance in navigating the decision-making process and helped us make the right decision on time and within our budget. ReadyNine kept the vendors on track and saved me a ton of time on this project. We couldn’t have done it without them” - Amanda Kohler, Product Manager, Oriental Trading - A Berkshire Hathaway Company The fourth step involves managing all contact center vendor coordination for efficient scheduling and reduced direct contact. ReadyNine directly contacted vendors for proposals and then thoroughly reviewed them with Amanda to ensure she understood every aspect. Next, the team had vendor “finalists” provide live demonstrations to help get buy-in from key stakeholders. Overall, Kohler was pleased with ReadyNine’s process. After the company’s chief financial officer ultimately approved the project, Kohler engaged ReadyNine’s team as project implementation coordinator & manager. The team’s goal at this point is to ensure the delivery of the project on time and on budget. In addition to serving in this capacity, the team conducted rapid adoption training and ongoing support as a “technology concierge.” THE RESULTS HUGE SAVINGS IMPROVED SERVICE $500,000 in savings over three years 10% increase in NPS 5% fewer calls entering the flow 7% reduction in cost per contract www.readynine.com