U-Haul used Mindful to cut long hold times and improve customer service. Mindful Callback and Scheduler let customers save their... place in line and schedule calls. U-Haul saved 344,000 minutes of handle time and over 30 million minutes of queue time. Service levels increased by 15%. Labor savings reached $3.4 million. Customer complaints about hold times dropped sharply.
Mindful helped U-Haul cut 30 million minutes of queue time and save $3. 4 million in labor costs. U-Haul used...Mindful Callback and Scheduler to reduce long hold times and improve customer satisfaction. The solution let customers schedule calls and skip IVR, making it easier to reach agents. Handle time dropped by 344,000 minutes and service levels rose by over 15%. Customers and agents both reported better experiences after the change.
1-800-PACK-RAT
- Transportation/Trucking/Railroad
- Medium
North Carolina, USA
Mindful helped 1-800-PACK-RAT lower call center abandon rates by 7% and reduce hold times by 18%. The company saved nearly... $12,000 in staffing costs after deploying Mindful’s callback queue in under a month. Customers could request callbacks and receive SMS notifications, improving their experience and agent efficiency. Mindful’s solution eliminated 304 days of queue time in 2021 and enabled more conversions from quote requests. The integration required no extra agent training or major tech changes.
Connecticut Department of Labor
- Government Administration
- Medium
Hartford, USA
Mindful helped the Connecticut Department of Labor manage a 500% surge in unemployment claims during the COVID-19 pandemic. The team deployed... Mindful with Amazon Connect in under a week, reducing repeat calls by 60% in a single day. With callback scheduling and SMS notifications, agents could focus on unique callers and improve claimant experience. The department gained insights into caller needs, allowing better staffing and faster online solutions. Mindful enabled the small team to serve thousands more people quickly and efficiently.
Connecticut Department of Labor
- Government Administration
- Large
Hartford, USA
Mindful helped the Connecticut Department of Labor manage a 500% surge in unemployment claims during COVID-19. The department implemented Mindful... through AWS Marketplace in under a week. This enabled scheduled callbacks, reduced repeat calls by nearly 60% in the first week, and improved call routing. Team members handled more cases efficiently, and notifications kept claimants informed. The solution provided real-time insights into call volumes and caller needs.
Utilities Case Studies and Customer Success Stories with Mindful
A major utilities company
- Utilities
- Large
USA
Mindful helped a major utilities company improve customer satisfaction by reducing hold times. The company used virtual hold and callback... technology to let customers wait for a callback instead of staying on the line. Customers were willing to wait up to 20 minutes for a callback, compared to just 10 minutes on traditional hold. This change led to higher CSAT and NPS scores. The solution gave customers more control and improved their experience.
Consumer Services Case Studies and Customer Success Stories with Mindful
1-800-PACK-RAT
- Consumer Services
- Medium
North Carolina, USA
Mindful helped 1-800-PACK-RAT lower call center abandon rates by 7% and reduce hold times by 18%. The company saved nearly... $12,000 in staffing costs after deploying Mindful’s callback queue in under a month. Customers could request callbacks from the quote page, improving conversion and satisfaction. Mindful’s SMS notifications kept customers informed and ready for calls. Agents benefited from fewer missed connections and less wasted time, boosting efficiency.
