Case Study: ProtectAll reduces call abandonment and serves customers faster with Sharpen

ProtectAll cuts call abandonment by 75% with Sharpen

ProtectAll, a major US warranty provider for home products, faced significant challenges with its previous cloud-based contact center software, including frequent system outages and inadequate reporting capabilities. After five years of poor reliability and rising costs, the company sought a new solution and chose the Sharpen platform for its robust features and fair pricing.

By implementing Sharpen's omnichannel contact center software, ProtectAll gained tools like SMS, chat, email, and advanced analytics. This allowed agents to serve customers faster, notably by accepting claim documentation via text. As a result, Sharpen helped ProtectAll reduce its call abandonment rate by 75%, from 5% to 1%, and achieve an average speed of answer of 30 seconds or less.

ProtectAll