Avantive Solutions · Customer Experience Case Study
Industry: Animal Health
Seamless Transition and Rapid Results
The Story of a Successful Vendor Change to Avantive Solutions’ Contact Center
How a strategic, phased transition helped a pet recovery and protection service improve call handling, reduce escalations and deliver faster support to pet owners.
For pet owners facing the distress of a missing companion, every second counts. Responsive, empathetic customer care can help them take swift action when it matters most.
The client and the opportunity
Customer care when every moment matters
Imagine realizing your pet has gone missing. In moments of distress like this, every second counts. For pet owners, customer care for pet recovery services is about more than handling calls: it is about connecting quickly, responding with empathy and helping take swift action.
The client provides a pet recovery and protection service that uses a microchip to register pets in a national pet recovery database. If a pet becomes lost, veterinarians and shelters can scan the microchip to connect with the owner.
The company needed timely handling of enrollment, subscription and product inquiries, alongside responsive support across calls, email and social media. Rising response times and call escalations with its previous vendor were affecting the customer experience.
It sought a global partner capable of providing 24/7/365 customer care within its program budget. Avantive Solutions stepped in to support the transition.
The transition challenge
Three challenges to solve
Transitioning from an incumbent vendor can involve significant workload and unknown challenges. The client and Avantive focused on three priorities.
KPI Overhaul
The program needed to increase calls handled by live agents and improve Service Level, reduce abandoned calls and enhance the overall customer experience through process refinement.
Training Deficiencies
The previous vendor was reluctant to support the transition. Existing training, processes and documentation needed improvement; complex flow charts were difficult for agents to use during live calls.
Customer Experience
The change had to protect the live customer experience. The client required a seamless vendor transition rolled out over two months without disrupting customer expectations.
The Avantive approach
A carefully planned, three-phase transition
Avantive Solutions devised a detailed three-phase strategy to address the client's challenges and implement effective solutions.
Project Planning and Design
Avantive engaged key internal stakeholders to establish clear transition milestones. Despite the previous vendor’s lack of participation, Avantive created a robust implementation plan with clear deliverables to support a smooth transition.
Training and Process Documentation
Avantive audited existing materials, streamlined complex flow charts and integrated concise talking points into clearly defined documentation designed for use during live calls.
Phased Implementation
Avantive gradually integrated its operations while reducing the incumbent vendor’s workload. Working closely with the client, the team identified process gaps and enhanced training materials to optimize performance.
Measured outcomes
Results that made a difference
By the end of the transition period, the program achieved significant improvements across key performance metrics. Calls handled by live agents increased by 7% compared with the same period the previous year, while total incoming calls decreased by 24%, indicating that more issues were resolved on the first call.
Voicemail messages decreased by 97%. The abandoned call rate fell from 43.0% with the previous supplier to 4.6% under Avantive—below the client’s goal of less than 7%. Supervisor escalations decreased by 90.9%.
Avantive also established a dedicated team for complex case types and streamlined processes for routine cases. Average case resolution time improved from 9.1 days with the previous supplier to 1.3 days under Avantive.
| Key Performance Indicator | Client Goal | Previous Supplier | Avantive Solutions |
|---|---|---|---|
| Average Speed of Answer | 60 seconds | No data | 32 seconds |
| Abandoned Call Rate | Under 7% | 43% | 4.6% |
| Voicemails per Month | N/A | 11,944 | 375 |
| Escalations per Month | N/A | 2,768 | 253 |
| Case Resolution Time | N/A | 9.1 days | 1.3 days |
The outcome
A smoother transition. More responsive support.
The successful partnership exemplifies the impact of strategic planning, meticulous execution and collaborative problem-solving. By leveraging Avantive Solutions’ expertise in customer care, training and operations, the client achieved improvements in call handling efficiency and customer satisfaction.
The streamlined transition and targeted changes helped advance the client’s goal of providing swift and effective pet recovery services.
What the program demonstrates
Thoughtful transition planning, practical agent documentation and phased implementation can help protect customer experience while improving contact center performance.
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