Case Study: Under Armour achieves $1.3M in call-reduction savings and improved customer experience with Five9

Saving $1.3M in Call Reduction While Improving Customer Experience

Under Armour, the performance apparel company serving customers worldwide and handling 1.7M contact center transactions annually, faced limitations with its legacy on‑premises contact center: no cloud disaster recovery, long customer wait times during peaks, and a dependency on IT that could take up to six weeks to make changes. These constraints hampered customer experience and operational agility during high-volume periods like the holidays.

Under Armour migrated to Five9’s cloud contact center and implemented a call‑back feature, shifting ownership of the platform to customer service and gaining native disaster recovery. The move delivered a 31% improvement in call handle time, roughly $1.3M in call reduction savings, an 84–113% lift in quarterly revenue targets from call‑back sales, shorter wait times, and the ability to make changes in minutes.

Under Armour

Rebecca Arwood

Director of Customer Service