Case Studies

Marketing services company increases client acquisition rates and reduces onboarding time by 83% with CXone


A marketing services company started as a family-owned database management company 30 years ago and has evolved into a multichannel marketing provider. Today, it provides marketing campaign development, printing, mailing, fulfillment, data management and contact center solutions to some of the country’s largest non-profit, for-profit and government organizations. Before COVID-19, the company’s Virginia contact center was staffed by 20–25 agents. During the pandemic, the agents were transitioned to working from home. Agents handle basic customer service needs including updating mailing addresses and emails. They also accept donations and take orders for merchandise, such as books and T-shirts, on behalf of their clients.