Case Study: George P. Johnson reduces escalated-case work by 75% and saves 25% in costs with Natterbox

Cut work involved in escalated cases by 75% and achieved $20k a year in cost savings

George P. Johnson (GPJ) is a multinational event and experiential marketing agency with over 20 offices and a client roster that includes more than 40 Fortune 500 companies. GPJ’s legacy phone system wasn’t scaling with the business — reporting took 10–20 hours a week, downtime interrupted service, and an unintuitive routing UI required custom code for simple tasks like setting global queue closing times. GPJ chose Natterbox for its ease of use and Salesforce/Service Cloud integration to address these challenges.

Natterbox implemented a Salesforce-integrated telephony solution that captures call data directly in Service Cloud, enabling reports to be generated in minutes and saving the team 10–20 hours weekly. The Natterbox deployment reduced extra work on escalated cases by 75%, delivered roughly 25% cost savings (about $20,000/year) through lower training and implementation effort, simplified call-queue management, and positioned GPJ to scale its global customer service.

George P. Johnson

Penny Davis

Senior Manager Contact Center