Global Footwear Brand Leverages a Resilient Operating Model: Achieves 97+% Volume Forecasting Accuracy and Unlocks $1.32 Mn in Savings
Global Footwear Brand Leverages a Resilient Operating Model: Achieves 97+% Volume Forecasting Accuracy and Unlocks $1.32 Mn in Savings
Industry
A long-standing client since 2010, the well-established home warranty provider faced a challenge of high inbound (IB) volume, with frequent unresolved customer issues leading to dissatisfaction, repeat calls, and churn risk. ResultsCX implemented a digitally enabled solution utilizing an agile flex-staffing model, AI-powered simulation training, and performance-driven dashboards, leading to strengthened compliance, higher first-contact resolutions, and enhanced customer satisfaction.
The Results:
97% -
0
%
Forecasting accuracy
$
0
M
Recurring annual reduction in minimum billing costs
The Challenge
In 2018, logistical disruptions triggered a 400% surge in inbound demand for the footwear manufacturer, straining global support and creating cost pressures from its contractual minimum billing commitment covering 95% of forecasted volume. ResultsCX stabilized this initial crisis, but subsequent technology rollouts introduced further volatility. These disruptions rendered historical forecasting models ineffective, necessitating a more resilient approach to protect customer service levels and mitigate the impact of ongoing operational uncertainty.
The Solution
The ResultsCX team transitioned from reactive crisis management to architecting a resilient operating model. Our Workforce Management experts replaced static forecasting with a dynamic, data-driven framework that accounts for key variables, including global and geopolitical dynamics across consumer markets. By tagging demand shifts to specific business events and applying a test-and-learn approach, the team converted volatility into predictive insights–transforming forecast variances into forward-looking benchmarks that continuously strengthened accuracy, agility, and long-term staffing alignment.
The Customer
Offering a wide range of footwear for consumers of all ages across retail, wholesale, and digital channels, the global footwear brand places strong emphasis on customer experience. Through digital innovation and responsive customer support across channels, the company focuses on creating seamless, personalized interactions that support its strong, consumer-first identity and reinforce loyalty.
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