Case Study: a major US city achieves faster disaster relief hotline support with Humach

Major US City Company - Customer Case Study

A major US city government faced a critical challenge when its citizen support hotline was overwhelmed by an unprecedented wave of disasters, most notably the COVID-19 pandemic. With call volume skyrocketing to 200,000 calls a day and in-house agent capacity reduced by 50%, the city needed a flexible and scalable solution to provide reliable resident support. They partnered with Humach to augment their contact center with additional live agents and a robust omnichannel platform.

Humach implemented a cloud-based omnichannel contact center solution using TalkDesk's platform, which was customized with API integrations and a custom training curriculum for agents. This allowed the city's hotline to go live in just 24 hours and scale up to 180 agents within 30 days. The results were significant, with Humach helping to reduce average wait times by 16% in the first week and 24% in the first month, while also providing data-driven insights that allowed the city to develop a more proactive approach to resident communication and disaster response.