Case Study: a leading U.S. home furnishings and rugs retailer improves customer satisfaction with Intelegencia

Leading U.S. Home Furnishings & Rugs Retailer boosts CSAT by 8.0 pts with Intelegencia

The customer, a leading U.S. home furnishings and rugs retailer, faced challenges in maintaining consistent customer experience quality across its multi-channel support operations. Intelegencia was engaged to address issues of fragmented reporting, limited operational visibility, and inconsistent service performance that hindered the company's ability to scale effectively.

Intelegencia implemented a governance-led transformation, strengthening leadership accountability and enhancing workforce visibility with data-driven quality management. This solution delivered measurable improvements, including an 8.0 point increase in CSAT, a 19.7 point improvement in email SLA performance, and a 100% reduction in PIP cases, creating a scalable operating model for sustained customer experience excellence.