Transportation/Trucking/Railroad Case Studies and Success Stories with Mindful
CASE STUDY 1-800-Pack-Rat
1-800-Pack-Rat, a moving and storage company, achieved a 20% increase in customer satisfaction and a 10% rise in conversion rates after implementing a new CRM system.
Mindful helped U-Haul reduce long hold times and improve customer satisfaction. They cut millions of queue minutes and thousands of handle time minutes. This raised customer happiness and reduced cos...ts.
Utilities Case Studies and Success Stories with Mindful
CASE STUDY a major utilities company in Northeastern United States
Mindful helped a major utilities company in the Northeastern United States improve customer satisfaction with virtual hold technology. Traditional hold times led to high caller frustration and call a...bandonment. With Mindful's callback solution, customers showed 100% stronger tolerance for longer wait times. 50% of customers found nine minutes of traditional hold unacceptable, but 50% would wait up to 20 minutes for a callback. Virtual hold gave customers more control and improved their perception of the business.
Government Administration Case Studies and Success Stories with Mindful
CASE STUDY Connecticut Department of Labor (DOL)
The Connecticut Department of Labor (DOL) reduced website loading times by 75% and improved user experience significantly by partnering with GetMindful for web optimization.
Mindful helped the Connecticut Department of Labor manage a huge surge in unemployment calls during the COVID-19 pandemic. The team moved to Amazon Connect and implemented Mindful in less than a week.... Mindful reduced repeat calls by 60% in a single day, letting caseworkers focus on unique callers. The solution enabled callback scheduling and notifications, improving efficiency and caller experience. Insights from Mindful helped the team adjust staffing and website content to better serve over one million unemployed citizens.
The CT Department of Labor faced a 500% increase in case loads during COVID-19, leading to thousands of calls and overwhelmed caseworkers. They implemented Mindful through AWS Marketplace in under a ...week, providing guaranteed time slots for callers and reducing heated conversations. In the first week, they saw a nearly 60% decrease in repeat calls and gained insights into call volumes and handling times. Notifications ensured high reconnection rates, and digital scheduling prepared them for future outsourcing.
Other Industry Case Studies and Success Stories with Mindful
CASE STUDY U-Haul
U-Haul used Mindful Callback and Mindful Scheduler to improve customer service. Customers complained about long hold times and hard-to-reach agents. Mindful let customers save their spot in line and ...schedule calls. U-Haul saved 30 million minutes of queue time and $3.4 million in labor. Service levels increased by 15%. Customer complaints about hold times dropped.
Mindful helped 1-800-PACK-RAT build trust with customers. They delivered operational excellence. The service involved moving entire homes. The case study highlights the high-stakes nature of the serv...ice.
Mindful helped 1-800-PACK-RAT improve customer service during a surge in moving demand. The company used Mindful's callback queue to lower abandon rates by 7% and reduce hold times by 18%. They saved... nearly $12,000 in staffing costs. Mindful's SMS-based notifications and customer-first callback strategy made the contact center more efficient. Customers and agents both experienced better service and less frustration.
