OBJECTIVES

HHT has advocated for funding to move to a cloud-based SaaS solution for 3 years. HHT chose Five9 in their evaluation. but were been unable to quantify the business benefits with enough certainty to secure funding for the project.

SOLUTIONS

CXponent identified a conservative estimate of $2.5M in net return within 3 years over 4 CX use cases. We then confirmed those use cases through interviews, process reviews, and product and capabilities validation through Five9’s Contact Center as a Service (CCaaS) platform.
The CCaaS platform will provide Hearth and Home Technology with a Salesforce integrated omni-channel solution that will allow them to better manage the customer experience across all channels. Five9’s products include tools to improve agent productivity and operational efficiencies, including workflow automation, real-time monitoring, and reporting.

BENEFITS

Increased Technology Certainty
HHT, like most buyers, understood where there were opportunities to drive efficiencies. CXponent connected the dots between product capabilities, how much they’ll cost to own & implement, and the feasibility of the operational changes needed to execute

Clear Implementation Priorities
The entire implementation teams spanning executives through the core delivery team is aligned on the priority use cases that will drive maximum benefit

No Advisory Cost to Hearth and Home
As a part of Five9’s partner ecosystem, HHT selected CXponent to provide business case advisory services valued over $30k