Case Study: Zerorez Atlanta achieves 75% reduction in agent frustration and near‑zero downtime with Bright Pattern

Zerorez Cleans up Their Customer Experience, While Drastically Cutting Frustration of Remote Agents

Zerorez Atlanta, a fast-growing carpet-cleaning franchise servicing 60+ cities, needed a reliable cloud contact-center solution when it moved to a 100% remote workforce during the pandemic. Their previous platform suffered outages up to five hours, poor Mac and CRM compatibility, limited SMS integration, and high agent frustration — so Zerorez Atlanta selected Bright Pattern’s cloud contact center platform to address uptime, integration, and remote-agent reliability issues.

Bright Pattern was deployed quickly and integrated seamlessly with Zerorez Atlanta’s proprietary CRM and third-party messaging tools, delivering the reliability and ease-of-use the team required. As a result, Bright Pattern drove a 75% reduction in agent frustration, saved $30–$40 per agent license, cut average handle time by 30 seconds, enabled virtually uninterrupted operations for a fully remote workforce, and provided connectivity self-diagnostics — producing fast ROI and dramatically improved customer experience.

Zerorez Atlanta

Brandon Colton

Customer Care Operations Manager