Banking Case Studies and Customer Success Stories with Concentrix
European banking client
- Banking
- Large
Concentrix used speech analytics and risk segmentation for a European banking client. The client faced high collection costs and low... efficiency. Concentrix built a data intelligence strategy with intent and emotion analysis. Predictive models and quality automation improved collections. The client saw a $2M increase in collections in the first year, a 65% improvement in quality scores, and a 6% rise in promise-to-pay rates.
Concentrix deployed a conversational AI bot for a major Indian bank to automate early-phase collections. The solution generated over $4.45M... in direct promises to pay in the first month. The voice bot handled 150,000 extra calls without adding advisors, boosting efficiency. Only 6% of calls needed live transfer to human agents. The bank saw a 7% improvement in resolution rates and higher customer satisfaction.
Concentrix helped MotoNovo Finance modernize its customer finance portal. The new self-service portal led to a 60% increase in digital... payments and 42,000+ logins on day one. Customers now manage payments and settlements online, reducing calls to the support team. The portal improved usability, security, and enabled faster feature rollouts. MotoNovo saw a 200% increase in login-to-action rates and a 51% rise in settlements processed digitally.
Global technology company
- Consumer Electronics
- Very Large
Concentrix helped a global technology company boost AI adoption and save $5-7M annually. The company faced low internal AI usage... and unclear value from existing solutions. Concentrix conducted deep analysis, including 100+ hours of observation and expert interviews. They identified 12 AI use cases to improve advisor efficiency. The strategy led to up to 15% time savings and new revenue potential of $2-3M.
Fastly used Concentrix to improve their voice of customer program. They redesigned surveys to focus on key B2B experience drivers.... System integrations synced client feedback with account history. Fastly segmented accounts to tailor action plans. This led to a 23.5-point increase in customer loyalty in one year.
Undisclosed technology client (Microsoft partner funding program)
- Consumer Electronics
- Very Large
Concentrix used Microsoft Copilot agents to automate a partner funding program for a large technology client. The client faced a... surge from 90 to 1,600 monthly applications, making manual processing impossible. Concentrix centralized program rules in SharePoint and integrated Copilot agents with Microsoft tools. The automation cut processing time by 70% and enabled the same team to handle 16 times more applications. No new hires were needed, and average cycle times dropped by 7.5 days.
Computer Software Case Studies and Customer Success Stories with Concentrix
a leading financial software company
- Computer Software
- Large
Concentrix helped a leading financial software company boost AI adoption by 3X. Employees were not using the new AI platform... due to trust and awareness gaps. Concentrix created a human-centered enablement strategy with a centralized engagement hub and targeted training. This approach built trust and showed real-world value. Platform utilization increased by 50%. The company now has a scalable model for technology enablement.
Concentrix used AI to help MYOB with digital transformation. MYOB wanted to improve their digital services. Concentrix delivered a solution... using advanced AI technology. This helped MYOB change how they work and serve customers. The project focused on digital operations and enterprise technology. MYOB saw better results from their new digital tools.
Telecommunications Case Studies and Customer Success Stories with Concentrix
A leading telecommunications company
- Telecommunications
- Very Large
Concentrix helped a leading Latin American telecommunications company automate collections using a hybrid model. The solution combined 50% human and... 50% digital agents. They deployed 1,530 digital agents and integrated them with over 1,200 advisors. The company managed more than 100,000 omnichannel portal payments through email, calls, and SMS. This approach improved operational scalability and customer engagement.
Leading UK telecom
- Telecommunications
- Very Large
London, UK
Concentrix helped a leading UK telecom transition to an FCA-regulated product. The company needed to boost cash collection and stay... compliant with FCA rules. Concentrix provided compliance support, business intelligence, and outbound engagement strategies. The telecom saw a 29% increase in cash collected per call. They also ranked first in commercial and customer metrics while maintaining full FCA compliance.
Moving & Storage Giant
- Transportation/Trucking/Railroad
- Large
Concentrix used agentic AI applications to help a large moving and storage company close more deals. The solution focused on... empowering advisors with AI-powered tools. This improved the advisor workflow and supported better customer interactions. The case highlights the use of AI to drive sales outcomes in the moving and storage industry. The results show how AI can help companies win more business.
Moving & Storage Giant
- Transportation/Trucking/Railroad
- Large
Concentrix used agentic AI applications to help a major moving and storage company. The solution empowered advisors to close more... deals. AI brought the entire advisor workflow into one workspace. The company improved sales outcomes with advanced technology. This case shows how AI can drive results in the moving and storage industry.
Retail Case Studies and Customer Success Stories with Concentrix
Nespresso ANZ
- Retail
- Large
Lausanne, Switzerland
Nespresso partnered with Concentrix to transform digital customer and employee experiences using AI. They launched advanced B2C and B2B chatbots,... AI-powered knowledge management, and digital learning tools. The B2C chatbot achieved 95.8% CSAT after 6 months, while B2B chatbot reached 100% CSAT. Advisor efficiency improved by over 50%, and coaching prep time dropped by 30%. Nespresso was shortlisted for the CX Awards 2025 for best use of technology to revolutionize CX.
iX Hero agentic AI helped PODS boost sales close rates by 4%. The solution transcribed 175,550 calls and delivered 85%... accurate sales insights. Advisors received real-time guidance and managers gained new dashboards. 451 sales advisors were trained to use the tool. PODS now uses AI to improve sales performance and customer experience.
Utilities Case Studies and Customer Success Stories with Concentrix
One of Asia’s largest electricity generation companies
- Utilities
- Very Large
Concentrix built an AI-powered decision intelligence system for one of Asia’s largest electricity generation companies. The company faced high costs... and frequent outages due to outdated forecasting and siloed systems. The new platform unified data, automated real-time decisions, and used predictive analytics for smarter energy management. This led to a 50% reduction in power outages and 100% automation of manual processes. Operators now focus on strategic energy management, improving reliability and cost savings.
Concentrix helped an energy company improve its web presence. The company faced challenges with its website performance. Concentrix provided a... solution to revitalize the site. The result was a better user experience and improved web performance. This case highlights digital transformation in the utilities sector.
Financial Services Case Studies and Customer Success Stories with Concentrix
Fintech Startup Company
- Financial Services
- Small
Concentrix’s Financial Crime & Compliance team helped a fintech startup achieve regulatory readiness for a crypto and fiat payment launch. The startup needed... to meet complex compliance requirements and lacked in-house expertise. Concentrix designed a compliance program, implemented KYC and transaction monitoring technology, and trained staff. The company launched on time with no operational backlog. The solution set a strong foundation for scalable growth and future funding.
Consumer Services Case Studies and Customer Success Stories with Concentrix
A leading lawncare provider
- Consumer Services
- Large
Microsoft Dynamics 365 Sales replaced 20 legacy systems for a leading lawncare provider. Sales teams now use one platform for... the entire sales lifecycle. Data duplication is gone and workflows are streamlined. Real-time analytics give instant pipeline visibility. Sales efficiency and data accuracy improved. User adoption increased across the organization.
Automotive Case Studies and Customer Success Stories with Concentrix
Leading automotive manufacturer
- Automotive
- Very Large
Concentrix helped a leading automotive manufacturer boost digital marketing ROI by 87%. The company used hyper-personalized campaigns, predictive modeling, and... multi-channel engagement to reach both active and inactive customers. These strategies led to a 2X increase in dealership service visits and a 27% lift in revenue from inactive customers. The automaker sold 10,000 vehicles through a redesigned program and generated millions in incremental revenue. Personalized incentives and targeted communications drove higher engagement and sales.
Insurance Case Studies and Customer Success Stories with Concentrix
An insurance leader
- Insurance
- Large
Concentrix used agentic AI for knowledge management to help an insurance leader improve content readability and accuracy. The company faced... challenges with AI tools processing traditional knowledge base content. Concentrix simplified documents and improved their structure for both humans and AI. This led to a 2-grade boost in readability and a 12% increase in correct answers. The solution combined automation with human oversight for better user engagement and reliable information.
Consumer Goods Case Studies and Customer Success Stories with Concentrix
Worldwide manufacturer of baby products
- Consumer Goods
- Large
Concentrix built a custom CRM for a global baby products manufacturer. The client faced poor support, an outdated CRM, and... messaging tools nearing end of life. Concentrix delivered a tailored CRM with video, stock management, and e-commerce features. They added bot-assisted messaging and integrated a third-party address finder. Results included a 62% drop in voice wait time, 70% lower abandonment, and a 17% NPS increase. Customer satisfaction rose by 9%.
Internet Case Studies and Customer Success Stories with Concentrix
A social media company
- Internet
- Very Large
Concentrix improved a social media company's responsive AI for sensitive topics. The team used editorial expertise, red team testing, and... human-in-the-loop oversight. They assessed 150 unique questions during a proof of concept. Real-time monitoring by linguists and strategists ensured safe, specific responses. The AI now delivers more coherent and sensitive answers, boosting user trust and engagement.
Leading UK Telecom Achieves 29% Increase in Cash Collected While Ensuring FCA Compliance
Concentrix helped a leading UK telecom achieve a 29% increase in cash collected per call by transitioning to an FCA-regulated product. The solution included... FCA compliance support, business intelligence, and outbound strategies. Concentrix used speech-to-text analytics for vulnerable customer focus, ensuring compliance and enhancing cash collection efficiency.
End-to-End Customer Finance Portal Modernization: MotoNovos Digital Transformation Journey
MotoNovo Finance, part of Aldermore Group, partnered with Concentrix to modernize its customer finance portal, enhancing user experience and operational efficiency. The new portal,... launched in September 2025, achieved a 200% increase in login actions and a 60% uplift in payment processing volumes. It features a scalable architecture, improved usability, and increased security, supporting seamless self-service and future-ready capabilities.
Agentic AI Applications Empower Advisors to Close More Deals
Concentrix implemented its iX HeroTM agentic AI application for a leading moving and storage provider, enhancing sales performance and customer experiences. The AI-driven solution... provided actionable insights from 175,550 transcribed calls, improving sales close rates by 4% and achieving 85% accuracy in insights. This collaboration empowered 451 sales advisors, focusing on nurturing customer relationships and closing more deals.
Drowning in Customer Emails? Heres How a Global Logistics Giant Finally Came Up for Air.
Concentrix implemented an AI-driven logistics automation solution for a global logistics company, significantly enhancing email management. The system, integrating Azure... storage and APIs, achieved over 90% accuracy in intent classification and reduced response times from hours to seconds. This led to decreased operational costs and improved customer satisfaction, positioning the client as a digital transformation leader in logistics.
Generative AI & Application Management improves customer satisfaction
Concentrix partnered with a major Indian automotive manufacturer to deploy AI-driven application management services. By integrating generative AI and machine... learning for incident triage, the client achieved 40% faster response times, a 50% reduction in hot fixes, and doubled security in legacy code. This solution improved customer satisfaction, operational agility, and engineering efficiency in hybrid cloud environments.
