Case Study: JK Moving Services achieves explosive growth and higher first-call resolution with Talkdesk

Turning a cost center into a profit center while achieving explosive growth

JK Moving Services, the largest independent mover in the US, needed to scale its sales and service operation while improving visibility into call traffic, reducing a 64% abandonment rate, and replacing legacy PBX tools that lacked callbacks, recordings, and quality tracking. As call volumes and staffing grew, the company also struggled with spreadsheet-based scheduling.

Talkdesk implemented Talkdesk CX Cloud with Talkdesk Studio and Talkdesk Workforce Management, integrated with Salesforce. The solution enabled automatic callbacks and voicemail flows, lifting first-call resolution by 41% and reducing supervisor escalations by 30%; revenue increased 74% and repeat business rose significantly.

JK Moving Services

Ken Cohen

SVP, Sales & Business Development