Real-World Case Studies and Customer Success Stories with Harte Hanks

Harte Hanks helped BOK Financial teach clients how to use home equity for home improvements. Many clients found the lending process confusing and slow. Harte Hanks used simple design and clear copy i...n an email and landing page campaign. The campaign included a comparison chart for HELOC and cash-out refinance. The new email and landing page became the top-performing version. No specific numbers are given.
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Harte Hanks used a new 'Three Reasons' positioning for Merrill. They applied strong Merrill branding and urgent, personalized messaging. The letter design used numbers, color, and a clear QR code cal...l to action. This approach led to an 8% lift in response rate over the control. 85% of impressions came from the QR code.
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A regional financial services company used a multi-channel onboarding strategy to boost client retention and digital engagement. The company wanted to grow its mortgage servicing portfolio and deepen... client relationships. Harte Hanks created a welcome journey with many touchpoints to show the value of the bank’s services. The results included a 3.3% lift in mortgage retention and over 70% of clients enrolling in digital banking, a 9.6% increase from the previous wave.
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Harte Hanks helped a large entertainment provider launch a new subscription streaming service. The provider needed to support millions of customers moving from cable to online streaming, with high de...mand during live events. Harte Hanks deployed a cross-channel CRM using Oracle Service Cloud and staffed up to 7,000 agents across phone, email, chat, and social. They exceeded customer performance SLAs by 430%, reduced handle time by 20%, and cut average wait time by 10%. The project finished under budget with efficient workforce management.
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Harte Hanks helped America’s Premier Entertainment Channel shift to a direct-to-consumer model. The network needed a fast, world-class CRM system after moving away from cable operators. Harte Hanks i...ntegrated Oracle Service Cloud and built dynamic customer help portals. They scaled support to handle over 1,000 customer interactions per minute. In 7 months, customer satisfaction increased by 12%. Sign-in resolution improved by 200% in 6 months.
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Harte Hanks helped a leading global media & entertainment company manage customer support for a major TV series premiere. The company needed to handle a surge in support volume and keep fans happy. H...arte Hanks scaled up staff by 40% in 30 days and used AI-powered language tools. On premiere night, support demand rose 27%, but queues cleared in under 30 minutes. Customer satisfaction stayed above 92%. The project led to a 6.7% year-over-year CSAT increase and $1.3M in potential annual savings.
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Harte Hanks helped a major sporting events streaming provider improve customer engagement. The provider needed support across voice, email, chat, SMS, social media, and app reviews. Harte Hanks train...ed 100 agents to manage daily and peak event volumes. They used omni-channel responses and AI tools like Sprinklr and Quid for fast replies. The team monitored 30 Twitter handles and other social channels. Service levels improved and the client's social presence grew.
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Harte Hanks helped United Bank reach new audiences with a content hub focused on women's financial literacy. The team used text analysis, social listening, and keyword modeling to create relevant con...tent. They improved design, user experience, and content strategy. Results included 716 monthly page views, 32 new referring domains, 1,162 new backlinks, and an average site time of 11:30 minutes. The project built trust and engagement with women customers.
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Harte Hanks helped a leading background check company improve their B2B sales process. The sales team struggled to qualify leads and focus on high-value prospects. Harte Hanks integrated with their s...ales operation, reviewed all customer touchpoints, and built a training and sales solution system. They also supported a self-service e-commerce platform for SMB clients. In less than six months, lead conversion doubled, with MQL to Opportunity conversion rising from 15% to 30%.
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Harte Hanks built a global marketing database for a top document technology brand. The client faced issues with outdated and complex customer data. Harte Hanks created and enriched a centralized data...base, improving data quality by 60%. Customer engagement rose by 40% through better personalization. Campaign activity increased four times with analytics-driven targeting.
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Harte Hanks used its customer care solutions for a multinational telecommunications company. The company wanted to lower costs and improve customer satisfaction. Harte Hanks analyzed the customer sup...port journey and built tools to measure first time resolution and repeat interaction rates. They used Tableau dashboards for real-time analytics. The client lowered operational spend by 26% and increased customer satisfaction scores.
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Harte Hanks helped ADP optimize and scale their inbound lead response teams. ADP needed a new onshore center to handle calls, chats, and webforms from prospects and clients. Harte Hanks provided two ...teams to manage inbound phone, chat, and webforms, specializing in human capital management solutions. The teams handled 100,000 inbound forms and 69,000 calls annually. 95% of calls were answered within 20 seconds. 77,000 qualified prospects were passed to key sellers each year.
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Harte Hanks used data-backed insights to help Paycor improve inbound sales. Paycor wanted to know which marketing campaigns worked best and needed more capacity for inbound calls. Harte Hanks analyze...d campaign data and changed low-performing campaigns. They increased sales touchpoints and used new data sources to boost conversions. Results included 94% of calls answered in 20 seconds, 3,066 first-time appointments set, 60% of total revenue driven by Harte Hanks, and $21 million in closed won deals.
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Harte Hanks Sales Services helped New York Bariatric Group manage a backlog of 82,000 leads and improve their inbound inquiry process. They deployed a team of 12 SDRs and used a strong tech stack to ...filter and qualify leads quickly. Inbound conversion rates rose from 48% to 95%. Re-engagement conversion rates for backlogged leads increased from 22.5% to 32.6%. The team also adjusted outreach times to better fit the B2C audience, leading to more appointments and better results.
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Harte Hanks created the TOT LINE for a major fast-food restaurant chain to improve customer support. The chain faced challenges with inconsistent service and mobile app issues across 3,500 stores. Th...e TOT LINE offered a scalable crisis line for fast problem resolution, including digital channels like SMS. Harte Hanks resolved 99% of mobile app incidents without escalation. 67% of customer issues were solved on the first call, reducing the burden on store managers.
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Oracle Service Cloud helped a luxury car brand improve customer support. The old system was slow and made it hard for agents to help customers. Harte Hanks moved the brand to a new CRM with a self-se...rvice portal and dealer integration. Now, almost all customer requests are solved without human help. The brand leads in customer help center technology. 75% of customer issues are resolved through self-service.
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Harte Hanks helped a top electrical appliance manufacturer reduce negative online reviews. The company faced ongoing issues with poor reviews hurting sales and lacked follow-up on customer complaints.... Harte Hanks used proactive customer care, direct outreach, and social monitoring to resolve complaints and encourage removal of bad reviews. In 8 months, they eliminated 33% of targeted negative reviews at Home Depot. Packaging defects were also identified and fixed, improving product delivery.
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Harte Hanks data services helped a large tech company adapt to a new go-to-market strategy. The client shifted focus to upselling and cross-selling to existing customers across 40+ countries. Harte H...anks enriched customer data with technology infrastructure details and analyzed trends for better marketing segmentation. They processed 4.5 million records, matching the best 2 million for enrichment. The partnership grew stronger, with data continually optimized each month.
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Audience Finder by Harte Hanks helped a top technology company find buyers early in their journey. The company struggled to locate in-market customers for laptops and desktops. Harte Hanks used advan...ced data services and natural language processing to track buying signals. The program identified up to 1.5 million laptop and 900,000 desktop prospects every 30 days. This solution enabled precise targeting and faster customer acquisition.
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Harte Hanks used Sales Force Marketing Cloud to help Sony Electronics improve its CRM and email marketing. Sony moved from batch email blasts to personalized, data-driven campaigns. Open rates for in...itial emails increased by nearly 100%. Click-throughs rose by 40% and click-to-open rates by 35%. Personalized engagement emails reached over 80% open rates, 4 times higher than before. Sony expanded its eCommerce direct sales channel as a result.
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Harte Hanks used Salesforce CRM to build a customer support system for an emerging car sharing company. The company started at Denver airport and grew to fifteen airport locations. Harte Hanks create...d a CRM ticket system and managed all customer care, handling issues like breakdowns and quality control. Their agents received positive customer reviews. The company plans to double its locations and is adding chat and social media management to improve service and reduce costs.
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Harte Hanks provided an inbound call center solution for a network of colleges in Texas. The colleges faced high call volumes about financial aid, with over 10,000 calls per month and low efficiency.... Harte Hanks trained a dedicated team and promoted a self-service portal. In one year, agents handled over 80,000 calls with 91.2% efficiency. The number of students making multiple calls dropped by 75%, improving service and reducing workload.
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Harte Hanks provided customer care services for a top multinational audit and consulting company during the Covid crisis. The client needed help managing a surge in unemployment claim calls from 44 s...tates. Harte Hanks used a rapid-response hiring and training process to onboard 450 staff in less than a week. Their agents offered empathetic support and used technology to improve service. The client rated Harte Hanks as the top performer for customer satisfaction and speed.
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Harte Hanks helped Modern New Insurance Company manage unpredictable Medicare enrollment calls. The team used workforce management expertise to forecast call volume and staff licensed agents. They ke...pt agents productive by allowing outbound upsell calls during downtime. Flexible scheduling and real-time chat tools improved agent engagement. The company exceeded service levels for nine months, with high client and agent satisfaction and low attrition.
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Harte Hanks used Oracle CRM and other tools to modernize customer care for a federal health insurance provider. The old training process was slow and used paper binders. Harte Hanks built a digital k...nowledge base and gamified training. New agent training time dropped to less than one week. Agent turnover fell by 48%. The client saved $1.2 million by reducing the number of agents. Average handle time dropped by 29%.
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Harte Hanks helped a non-profit health insurance company manage enrollment surges and complex member questions. The solution added 11 non-licensed agents, saving 20 minutes per call and freeing sales... agents to focus on selling. AI-powered analytics improved call quality and member experience. The team maintained 100% compliance and high quality, with agents averaging over 5 years of tenure. The project built trust and loyalty while supporting members during critical healthcare decisions.
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Harte Hanks helped a regional health insurance company improve its Medicare business. The company faced a risk of losing its ability to sell Medicare plans after a low CMS score of 2.5 out of 5.0. Ha...rte Hanks used advanced training, technology, and predictive monitoring to prepare staff for CMS test calls. In one year, the company achieved a perfect CMS score of 5.0. This led to better customer satisfaction and faster service.
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Harte Hanks provided outsourced member support services for a health insurance company. The client faced a surge in new member enrollments during the annual renewal cycle, requiring over 100,000 welc...ome calls in January. Harte Hanks rapidly scaled its call center, deploying 58 agents to handle the spike. In February, as enrollments dropped, staffing was reduced to 10 agents. The solution ensured all members received timely calls, preventing loss of federal funding and missed revenue.
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Harte Hanks provided outsourced member support for a California health insurance provider. The client struggled to meet federal Medicare support requirements and could not find agents for evening and... weekend shifts. Harte Hanks covered out-of-hours support and maintained service levels above 80%, with an average over 97% since February 2024. The client saw service levels regularly reach 100% during peak times. Harte Hanks also began handling welcome calls for Medicare and Medi-Cal enrollees.
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Harte Hanks provided customer care services for a major cleaning product brand. The brand needed a support team to handle consumer health concerns and identify safety issues. Harte Hanks built a team... with strong hiring and training processes. They audited all consumer contacts and held regular meetings with client managers. The result was zero agent attrition for three years. Agent quality and consumer satisfaction scores exceeded targets.
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Harte Hanks provided customer care services for a top manufacturer of household cleaners during the Covid pandemic. The company faced a surge in customer inquiries as demand for cleaning products soa...red. Harte Hanks doubled staff, implemented rapid training, and used technology to manage high call volumes. The client achieved a 72.5 customer satisfaction score and had zero turnover among support staff. The client expanded business with Harte Hanks and maintained increased sales after the crisis.
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Harte Hanks delivered strategic account-based marketing (ABM) support for a leading business solutions provider. The client struggled to generate outbound leads and needed to shift from product-focus...ed to solutions-focused messaging. Harte Hanks developed ABM strategies, created tailored assets, and led outbound engagement to drive marketing qualified leads (MQLs). The partnership resulted in stronger ABM campaigns, increased qualified leads, and improved market positioning for the client.
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Harte Hanks built a multi-channel social media program for a leading international technology corporation. The challenge was to help sales teams find and connect with tech-savvy buyers in a crowded m...arket. Harte Hanks used real-time social monitoring, predictive analytics, and cognitive computing to identify buyer signals. The program led to a 164% increase in relevant social posts, a 289% increase in new buyers, a 185% increase in leads within a year, and a 97% increase in win revenue. Social listening identified 6,800 contact opportunities.
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Harte Hanks helped a global leader in automation, security, and AI technology improve their B2B sales pipeline. The client needed support to answer complex questions and identify high-potential custo...mers for their AI products. Harte Hanks embedded a multilingual team to manage customer conversations across chat, hotline, and social media. In less than 12 months, the conversion rate for new sales opportunities reached 44%. One closed deal in the telco sector was valued at $1.14 million.
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Harte Hanks used its Data Remediation Program and Data View solution to help a large technology company restore and enrich outdated global sales databases. The company faced challenges with data that... was out of date after years of neglect, making it unusable for go-to-market strategies. Harte Hanks remediated 90% of business location data, achieved 98% of records rated as 'perfect' or 'good,' de-duplicated over 20 million records, and increased data coverage by 15%. Now, 90% of locations are marketable, supporting successful outbound marketing and ongoing global sales efforts.
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Audience Finder helped a technology industry powerhouse. The company used Audience Finder to improve their marketing and sales efforts. The solution focused on data services and marketing services. T...he case highlights the use of advanced data and marketing tools.
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Harte Hanks used its Marketing as a Service (MaaS) model to help a global B2B tech giant improve marketing operations. The client faced challenges with global marketing, heavy support duties, and lar...ge data volumes. Harte Hanks provided data enhancement, campaign automation, sales support, analytics, and more. The results included a 16% improvement in marketing efficiency, a 19% decrease in headcount and expenses, 30% less duplicate or poor data, and a 4.5 out of 5 procurement score.
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Harte Hanks helped a multi-national IT services provider improve lead generation and sales. The client needed to find and qualify premium stage customers ready to buy. Harte Hanks used a global sales... support and demand generation team to identify top leads. They created purchase qualifiers and a centralized measurement system. In less than nine months, the client gained nearly $4 million in new sales revenue and found dozens of high-quality customers.
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Harte Hanks helped Honeywell grow its sales pipeline by $4.7 million each year. Honeywell wanted to expand lead generation and improve pipeline quality in Europe, North America, the Middle East, and ...Asia Pacific. Harte Hanks deployed 11 SDRs across five regions, selling in 20 languages. The team delivered over 700 sales-ready leads and 450 sales-qualified leads annually. Weekly meetings between inside and field sellers improved strategy and results.
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Harte Hanks provided customer support for the world's largest microelectronic manufacturer. The company faced a backlog of technical customer inquiries and lacked a standard support process. Harte Ha...nks built a remote team of degreed engineers to handle complex technical questions. They integrated their team into the client's organization and used a web-based ticketing system. Now, 80% of all queries are resolved without escalation, and 90% of cases are resolved in under seven days.
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Harte Hanks helped a leading pharmaceutical client launch a new drug and stand out in a competitive market. The client needed a patient care program to support long-term therapy and build brand loyal...ty. Harte Hanks built a custom CRM and deployed a high-touch customer care program in under 30 days. Within four months, the program achieved an 87% quality score, a 99% service level rating, and registered 1,205 new patients. The solution improved patient support and health outcomes.
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Harte Hanks built a digital Patient Support Program for a top pharmaceutical company. The program helps patients and healthcare professionals manage chronic and rare diseases. It uses a digital compa...nion app and tools for treatment tracking and communication. Over 3,000 patients registered, with a 58% engagement rate. The solution launched in 20 European countries, supporting both IV and subcutaneous therapies.
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Harte Hanks created a multichannel patient support program for a leading global pharmaceutical company. The challenge was to improve patient experience and health outcomes for users of a specific med...ication. The solution included segmented patient communication, an interactive patient platform, healthcare provider portals, CRM integration, and real-time data insights. The program launched in 11 countries in 12 months, achieved 96% patient engagement after 12 months, and enrolled 28,000 patients and 3,500 healthcare professionals.
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Oracle CX helped a top professional sports league improve customer support for its streaming service. The league faced high ticket volume and struggled with outdated, disconnected systems. Harte Hank...s replaced seven old technologies with a single CRM, shifted support to chat and email, and improved reporting. The league saw a 20% improvement in issue resolution time and a 22% shift to lower-cost channels. Customer satisfaction and self-service rates increased, while costs dropped.
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