Case Study: a leading ferry company reduces call center volume and improves payment performance with Quantum Metric

Ferry company cruises to potential $9 million savings in one day

Leading Ferry Company worked with Quantum Metric during a full replatform of its digital booking experience after a surge in call center volume, falling NPS and CSat, and unclear signals from increased site traffic and bookings. The company needed to quickly identify what was breaking in the customer journey, especially around payment confirmation on tablets.

Using Quantum Metric’s Atlas and performance monitoring capabilities, the team reproduced the issue in one day and found a long-running spinner and API errors on the payment page caused by a recent code release. Quantum Metric helped the ferry company fix the problem the next working day, reduce call center volume, and improve payment page performance; the issue had previously contributed to up to a 30% drop in conversion and a potential annualized loss of $9 million.