Case Study: GoDaddy achieves $7M+ ROI and 15% higher Revenue Per Representative with NICE Systems' contact-center analytics

GoDaddy - Customer Case Study

GoDaddy, a leading domain registration and hosting provider whose Customer Care Team handles millions of calls and emails annually, needed to modernize its contact center operations. The company aimed to eliminate manual processes, better quantify the value of different call types, improve First Call Resolution, reduce ticket cycle time and rework, and boost Revenue Per Representative per day.

GoDaddy implemented NICE Interaction Management (recording), NICE Quality Management and NICE Interaction Analytics and applied Six Sigma/Lean and voice-of-customer programs to identify root causes, streamline escalations and introduce weekly executive KPI reporting. The changes yielded a 54% reduction in ticket cycle time, 36% lower rework (≈$1.7M saved), a 15% increase in RPR (≈$4.5M), improved FCR and insights, and more than $7M in annualized ROI.

GoDaddy

Blair Rehill

Senior Manager, Customer Care Center Business Process