Case Study: Republic Wireless achieves 95% customer satisfaction with Bright Pattern Omnichannel Contact Center

Republic Wireless Achieves High CSAT with a 100% Remote Workforce Using Bright Pattern Omnichannel Contact Center

Republic Wireless, a low-cost mobile virtual network operator serving hundreds of thousands of members, needed to scale support for rapid membership growth and new products without building a traditional call center. To keep customers happy while supporting a 100% remote, at-home agent workforce and integrating with existing Zendesk ticketing, Republic Wireless selected Bright Pattern’s Omnichannel Contact Center to add more channels and smarter routing to its lean virtual support model.

Bright Pattern delivered flexible call routing, a drag-and-drop customer journey builder, and out-of-the-box Zendesk integration to enable scheduled outbound calls and an “invitation to call” workflow that connects members to the right support at the right time. The Bright Pattern platform allowed Republic Wireless to sustain rapid growth, support hundreds of thousands of members remotely, and achieve a 95% customer satisfaction rate without a brick-and-mortar call center, while positioning the company to support new products like Anywhere HQ and Relay.

Republic Wireless

Sean Rivers

Director of Operations Technology