Case Study: Nature's Sunshine Products achieves lower costs, faster call times and global multilingual support with SpiceCSM

Nature’s Sunshine Products - Customer Case Study

Nature's Sunshine Products, a global health and wellness company with a direct sales force in over 40 countries, faced an overly complex and costly call center platform (Oracle Service Cloud) that delivered limited value. Integrations like chat and third‑party reporting never worked properly, the system lacked multilingual support for international agents, and maintaining surveys and analytics required too much overhead. Seeking a lower‑cost, easier‑to‑use solution, NSP selected SpiceCSM.

SpiceCSM implemented a low‑code, multi‑brand platform that addressed NSP’s key needs—rapid deployment (signed December 2019 and live in the first market by May 8, 2020), a HIPAA‑compliant adverse‑event workflow that locks records and routes follow‑up, improved chat and multilingual (Spanish) forms, and integrated analytics for FDA reporting. The result was shorter call times, faster issue resolution (support handled within hours), global rollout across most markets, measurable cost savings, and support for achieving ISO 9000 certification — all delivered by SpiceCSM.

Nature's Sunshine Products