Case Study: MeUndies saves headcount costs and improves service delivery with Medallia Agent Connect

MeUndies Saves Headcount Costs and Improves Service Delivery With Stella Connect

MeUndies, a rapidly scaling underwear and loungewear retailer founded in 2011, built its customer experience around a co‑sourced model: a BPO handles volume while a small in‑house CX team in Los Angeles focuses on coaching, QA, tech and performance analysis. As customer inquiries grew, MeUndies needed to control headcount and costs without sacrificing service quality, so the team had to find ways to optimize BPO performance and make smarter, data‑driven decisions with a lean staff.

By adopting Stella Connect, MeUndies gained continuous, agent‑level feedback and visibility into BPO performance, channel mix, friction points and content gaps. Those insights helped prioritize QA and coaching, speed service recovery, and focus help‑center development—reducing inquiry volume, improving customer satisfaction, and allowing MeUndies to maintain a lean in‑house team while preserving and improving service delivery.

MeUndies

TJ Stein

VP of Customer Experience