Case Study: Australian Product Manufacturing Company boosts revenue and customer satisfaction with Invensis

Australian Product Manufacturing Company - Customer Case Study

Australian Product Manufacturing Company, a renowned Australian manufacturer with a history dating back more than a century, wanted to improve satisfaction for thousands of customers ordering through its e-commerce channel. It needed an outsourcing partner that could manage orders, support customer interactions across phone, chat, and email, and do so with strong language and communication skills. The company chose Invensis.

Invensis provided multi-channel contact center support, order management, IVR payment services, customer data validation, lead generation, and support for up-selling and reactivating dormant customers. Over the partnership, the Australian Product Manufacturing Company reported a 70% increase in revenue over two years from 2011, a 120% increase in customer base from 2011 to 2014, 75% annual cost savings, and expansion from one location in Australia to multiple locations worldwide.