Case Study: Williamson Central Appraisal District achieves seasonal surge support and faster customer service with Quantanite

Live Surf Forecasting - Customer Case Study

Williamson Central Appraisal District (WCAD) faced a major challenge with seasonal surges in customer inquiries, where daily phone calls increased from 150 to over 500 and in-office traffic more than quadrupled. Their six-person team was overwhelmed, and traditional temporary staffing was insufficient. WCAD partnered with Quantanite to provide expert contact center support and implement solutions like enhanced IVR systems and chatbots.

Quantanite delivered a dedicated team of remote representatives, which proved more cost-effective and reliable than local temporary staff. The solution resulted in an adherence rate of 100%, 93% of all calls being answered, and the digitization of 1,321 surveys. This significantly reduced wait times, relieved pressure on WCAD's internal team, and allowed them to improve service for in-person and online customers.