Case Study: Hanna Andersson achieves 33% service-level increase and cuts abandonment to under 3% with Five9

Hanna Andersson Dresses for CX Success

Hanna Andersson is a Portland-based, direct-to-consumer premium children’s apparel brand that went digital-first but found its contact center underperforming after a 2019 cloud migration. Tenured agents weren’t fully adopting the Five9 platform, dashboards were misconfigured, manual workarounds created a backlog of roughly 10,000 emails, and service levels lagged (42% in 2021) with a high abandonment rate.

Under senior director Angela Kourtoglou, Hanna relaunched agent adoption—retraining and cross-training staff, adding a Five9 technical account manager and specialist, and implementing Five9 Workforce Management, Performance Dashboard, and omnichannel tools. The contact center’s service level rose to 76% in 2022 (a 33% increase), abandonment fell below 3%, the email backlog dropped to zero, scheduling time fell from three days to about 75 minutes, and Hanna earned a #2 Newsweek ranking for customer service in its category.

Hanna Andersson

Angela Kourtoglou

Senior Director of Operations and Head of Customer Care