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
Hearth & Home Technologies' customer experience team operated on an aging Avaya platform that required long lead times for even minor improvements. Agents were forced to navigate more than 10 separate systems, lacked integrated customer data, and management had limited visibility across voice, chat, and email interactions. As the company shifted toward a more eCommerce-focused, direct-to-consumer model, leadership recognized that its existing customer experience infrastructure could not support future growth.
Solution
CXponent partnered with Hearth & Home Technologies to evaluate the operational and financial impact of a customer experience transformation initiative. Through interviews, workflow assessments, and technology validation, CXponent identified four key use cases and developed a business case demonstrating an estimated $2.5 million net return over three years. The engagement helped connect business objectives, operational improvements, and technology capabilities, providing leadership with the confidence needed to move forward with Five9's Salesforce-integrated omnichannel solution.
Results
CXponent's advisory engagement helped HHT quantify a projected $2.5 million net return over three years, creating a compelling business case for investment. The organization achieved greater certainty around the selected technology platform, aligned executive and implementation stakeholders around the highest-value use cases, and established clear implementation priorities to maximize business impact. As a result, leadership was able to move forward with a customer experience transformation strategy backed by measurable outcomes and organizational alignment.