Case Study: Radio Systems Corporation saves $342K and improves efficiency with Sharpen

Radio Systems saves $342K and boosts agent efficiency 9.4% with Sharpen

Radio Systems Corporation, a global consumer goods company and parent company of brands like PetSafe, faced significant challenges with its outdated on-premises Aspect call center system. The legacy system was expensive to maintain, required extensive hardware updates, and became a critical liability when a main server failed irrecoverably during the pandemic. This occurred while the company was also adapting to remote work and experiencing a 22% surge in sales and call volumes, making the need for a new, cloud-based solution urgent.

Sharpen provided a cloud contact center platform integrated with Salesforce to streamline operations. The solution included Sharpen Performance Tiles for real-time agent feedback and consolidated telco services. This led to a combined savings of $342,000 in toll-free costs, hardware, and licensing fees. Additionally, Sharpen helped improve agent efficiency by 9.4%, raise service levels by nearly 14%, and reduce average handle times by 45 seconds within the first 60 days of implementation.

Radio Systems Corporation

Becky Gargis

Director of Customer Care