Hearth & Home Technologies
Hearth & Home Technologies
Hearth & Home Technologies partnered with CXponent to build a data-backed business case for modernizing their customer experience platform. Facing limited visibility, fragmented systems, and long onboarding times, HHT needed a scalable, omni-channel solution. CXponent identified and validated key use cases, projecting $2.5M in net value over three years, and helped align stakeholders on implementation priorities. The result was a clear path to adopt a cloud-based CCaaS platform with improved efficiency, visibility, and agent productivity—delivered with no advisory cost through the partner ecosystem.
$2.5M+
Projected Net Return (3 Years)
$30K+
Advisory Services Delivered at No Cost
6+ Months → Reduced Ramp Time
Agent Productivity Optimization Opportunity
Challenge
HHT relied on legacy systems with limited integration, resulting in slow improvements, long agent ramp times, and fragmented reporting. Lack of visibility across channels made it difficult to support their growing eCommerce and B2C strategy.
Solution
CXponent developed and validated a business case across key CX use cases, projecting significant financial return. They aligned HHT on adopting a CCaaS platform with integrated, omni-channel capabilities to improve operations and customer experience.
Results
HHT gained clarity on technology value, costs, and implementation feasibility, enabling confident decision-making. The organization aligned on high-impact priorities and advanced their CX transformation with no advisory cost through the partner ecosystem.