Case Study: Marketing Services Company achieves 83% faster client onboarding and up to $3,000/month savings with NICE Systems' CXone

Marketing services company increases client acquisition rates and reduces onboarding time by 83% with CXone

A Virginia-based marketing services firm that evolved from a family database company into a multichannel provider for large non-profit, for-profit and government clients faced frequent outages, poor reporting and call quality, and slow, consultant-dependent system changes while using its previous contact center platform. Onboarding new clients often took 8–12 weeks, and excess consulting hours could add up to $3,000 in monthly charges—challenges compounded by the need to rapidly shift agents to remote work during the pandemic.

The company migrated to NICE CXone’s omnichannel cloud platform, enabling in-house reporting and IVR updates, faster setup and remote agent access. Results included an 83% reduction in onboarding time (now two weeks), up to $3,000 monthly savings in consulting fees, a 95% customer satisfaction rate, increased client acquisition and retention, improved reliability, and reduced talk and wrap-up times.