Case Study: Harry & David boosts holiday conversions and order value with Omni Interactions

How Omni scaled up and down 470 workers during peak volume and outperformed the other BPO vendors and their internal team

Harry & David, a gourmet food and gift retailer, faced the challenge of rapidly scaling their customer support staff to handle a significant seasonal increase in call volume during the holidays. The short-term nature of this demand led them to partner with the vendor Omni to outsource this work to a flexible business process outsourcing (BPO) solution.

Omni utilized its network of on-demand gig workers to quickly train and deploy 470 support agents for the holiday season. This solution significantly outperformed other BPO providers, achieving a 13% higher conversion rate and an $8.84 increase in average order value through effective upselling. As a result, Omni helped Harry & David capture more revenue and successfully meet their seasonal customer service demands.

Harry & David