Case Study: a leading innovator, producer and marketer of premium pet products achieves 32% cost reduction with Humach

Leading Innovator, Producer And Market Company - Customer Case Study

A leading innovator, producer, and marketer of premium pet products faced a challenge in providing exceptional, white-glove customer service for its extensive portfolio of over 750 products. The company partnered with Humach, requiring a solution that would maintain its high standards for brand stewardship, especially for technical and urgent calls from pet owners, veterinarians, and distributors.

Humach built a custom training and quality assurance program from the ground up, which included immersive, hands-on product education and a multi-week intensive agent training process. The solution also featured an incentives program for agents to learn more brands and strategic optimizations to balance cost and service. As a result, Humach reduced the client's overall costs by 32% while successfully maintaining outstanding levels of customer satisfaction and supporting significant brand growth.