Case Study: Hoveround Corporation achieves massive efficiency gains and 28% cost reduction with NICE Systems (CXone)

Hoveround Realizes Massive Efficiency Improvements and Cost Reductions with NICE inContact

Hoveround, the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., needed a more efficient contact center to better serve prospects and customers. Its legacy on-premise PBX and a segregated inbound/outbound model (about 700 phones and 400 agents) led to high costs, poor CRM integration, uneven agent utilization, and costly third‑party pre-screening.

By moving to NICE inContact CXone—with CXone Personal Connection and CRM integration—Hoveround blended inbound/outbound workflows and automated dialing and routing. The solution cut headcount by 38% (from ~400 to 250), reduced costs by 28%, increased intake-to-lead conversions 116% and sales conversions 50%, handled 42% more calls, improved SLAs by 90%, and slashed post-call work time by 76%.

Hoveround Corporation

Jan van Dalen

Director of Information Technology