Use cases

What the experience model found, one operation at a time.

Every case is anonymized at the client's request and every figure traces to an engagement record. Filter by industry or by the product that did the work.

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Showing all 12 cases

  • Healthcare

    $7.3M

    Healthcare unicorn hands its workforce management function to WFMaaS

    Member and provider support queues, about 25,000 contacts a month, with no way to know how many agents were needed to deliver a positive experience.

    Forecast accuracy at a 15-minute interval
    98.3%
    FTE reduction
    110
    Occupancy
    +30%
    Abandonment rate
    -70%
    Read the case

    Landscape

    Member support and provider support call queues, about 25,000 contacts a month. Occupancy sat at 30% and abandonment at 70%.

    Dilemma

    No capability to understand how many agents were needed to drive positive customer experiences. Forecasts came from historical volume, so schedules and intraday decisions inherited the error.

    What serviceMob deployed

    Machine learning analytics modeling on the experience data, a linear shift optimization heuristic, and ontology-defined intelligent routing. WFMaaS took over forecasting, scheduling and intraday management as a service.

    Results

    Forecast accuracy of 98.3% at a 15-minute interval. $7.3M in cost deflection. A 110 FTE reduction. Occupancy improved 30% and abandonment fell 70%.

  • Telecom and cable

    $14.3M

    Fortune-50 telecommunications provider identifies $14.3M as effort escalates 600% across repeat contacts

    Repeat contacts on the same issue carried effort from 21 minutes to 148, and satisfaction fell in step: the account population driving that demand was identified and costed.

    Opportunity identified
    $14.3M
    Accounts driving more than $10.5M a year in avoidable demand
    7,500+
    AMPRx as contacts repeat, an effort escalation above 600%
    21 to 148 min
    CSAT down 47% and NPS down 98% as effort climbs
    R² > 0.99
    Read the case

    What the model found

    Effort per resolved experience rose from 21 minutes to 148 as contacts repeated on the same issue, an escalation above 600%. CSAT fell 47% and NPS fell 98% as effort climbed, at R² above 0.99. More than 7,500 accounts were driving over $10.5M a year in avoidable demand.

    Results

    A $14.3M opportunity identified and a 25% cost-to-serve reduction path.

  • SaaS

    $13M

    Home services SaaS decacorn cuts contact rate 78% by modeling the experience

    Queues were burning, repeat contacts were known only through anecdote, and negative sentiment was reaching social channels, with no predictability of contact demand.

    Contact rate
    -78%
    Abandonment rate
    -80%
    Contacts per customer, phone
    3.2 to 1.8
    Contacts per customer, chat
    3.5 to 1.9
    Read the case

    Landscape

    A global technical support organization, about 35,000 contacts a month.

    Dilemma

    Queues were burning. Repeat contacts were known through anecdotal feedback. CSAT and negative sentiment were being shared on social channels. There was no predictability of contact demand.

    What serviceMob deployed

    Experiential metrics on every interaction: Contacts Per Resolved Experience, Average Minutes Per Resolved Experience and chat concurrency rate. A customer-obsessed analytics environment and a customer experience analytics record, so each customer’s experience became one connected record across phone and chat, and the issue types behind repeat demand could be ranked and worked.

    Results

    Contacts per customer fell from 3.2 to 1.8 on the phone and from 3.5 to 1.9 on chat. Contact rate fell 78% and abandonment fell 80%. The program deflected $13M in cost and reduced the need for 60 FTE.

  • Travel and hospitality

    $5M

    Travel and hospitality company avoids 230 excess FTEs and cuts resolution times in half

    The incumbent strategy and service model were on a trajectory that would have required about 230 more FTEs than needed over time.

    Excess FTEs the incumbent model would have required
    ~230
    Resolution time, voice
    -52%
    Resolution time, chat
    -36%
    Resolution time, SMS
    -54%
    Read the case

    Dilemma

    The incumbent strategy and model for service had a trajectory that would have required about 230 more FTEs than needed over time. Resolution took multiple contacts across voice, chat and SMS.

    What serviceMob deployed

    The experience modeled across channels, so demand and staffing were planned against resolved experiences instead of offered contacts. Forecasting and shift optimization ran on the experiential model.

    Results

    Measured from July 2024 to March 2025: $5M in total cost savings. Average resolution times fell 52% on voice, 36% on chat and 54% on SMS.

  • Logistics and supply chain

    $5.8M

    Global supply-chain and logistics enterprise finds $5.8M in repeat-contact reduction with voice agents that resolve

    Generic, deflection-first voice AI was getting callers off the phone. The unresolved issues came back through other channels, more expensive the second time.

    Found in repeat-contact reduction alone
    $5.8M
    In reach across the program
    $15.4M
    AMPRx, CPRx, 1CX Rate and PECs learned from every call
    4 signals
    Read the case

    Dilemma

    Voice AI trained on generic conversation patterns deflected contacts without resolving them. Each deflected issue returned through another channel, angrier and more expensive.

    What serviceMob deployed

    Ontological Voice Agents trained on the enterprise’s own Experience Data Ontology, grounded in what resolves its real interaction patterns. Every conversation fed AMPRx, CPRx, 1CX Rate and PECs back into the model.

    Results

    $5.8M found in repeat-contact reduction alone, with $15.4M in reach across the program. Resolution protects loyalty. Deflection quietly destroys it.

  • Energy and utilities

    58 to 8

    Energy solutions company moves from a Microsoft Access front end to one platform on AWS

    Mission-critical operations ran on a Microsoft Access front end over Azure SQL, with a 71-column spreadsheet of about 3,500 rows as the de facto system of record.

    Tables to core objects, one workflow across five pillars
    58 to 8
    Mobilize, architect, build, cut over
    16 weeks
    Tickets across 24 epics from 71 requirements
    313
    Test files behind 18 service modules
    152
    Read the case

    Starting point

    The business ran on 58 tables, 41 queries and 84 forms in a Microsoft Access front end over Azure SQL. A 71-column spreadsheet of about 3,500 rows, one per equipment unit, was the de facto system of record. The desktop runtime used shared credentials and carried no observability. The tools that hit their limit were the tools that built the business.

    What serviceMob deployed

    A seven-person Forward Deployed squad over sixteen weeks: mobilize, architect, build, cut over. The 58 tables became 8 core objects and one workflow across five pillars: quote, approve, award, execute, govern, plus a project-management module. The schema converted with AWS Schema Conversion Tool and the data moved with AWS Database Migration Service against a 95% row-parity target. The platform is defined in Terraform: containers on Amazon ECS with AWS Fargate, an Application Load Balancer, Amazon CloudFront with AWS WAF at the edge, Microsoft Entra ID single sign-on, Amazon RDS for PostgreSQL Multi-AZ, AWS Backup daily with a cross-Region copy.

    The record

    71 requirements, 24 epics, 313 tickets, 25 architecture decision records, 18 service modules, 152 test files and a two-gate QA pipeline.

  • Healthcare

    $14.5M

    Major U.S. health insurance payer identifies $14.5M in revenue optimization across member, provider and broker servicing

    Member, provider and broker servicing ran across two operating entities and several domestic and offshore contact centers on a legacy service-request system with no single view of the member.

    Revenue optimization identified
    $14.5M
    Target capabilities compiled into initiative bundles
    217 / 53
    Member, provider and broker journeys optimized end to end
    ~10
    Dimensions in the capability and gap diagnostic
    8
    Read the case

    Dilemma

    Roughly one in five members were repeat callers on the same issue. Experience scores trailed national benchmarks and retention revenue was leaking. Servicing ran across two operating entities with no single view of the member.

    What serviceMob deployed

    An eight-dimension capability and gap diagnostic across both entities: service model, knowledge, quality, performance, infrastructure, workforce, analytics, digital and self-service. About ten member, provider and broker journeys optimized end to end, from claims and benefits to prior authorization, enrollment and correspondence. Structured discovery turned 259 stakeholder ideas into 67 target experiences and 217 target capabilities into 53 initiative bundles across 15 themes. A Salesforce Service Cloud console replaced the fragmented legacy desktop, under a multi-year CRM roadmap with executive steering.

    Results

    $14.5M in revenue optimization identified, attested by the client principal.

  • Insurance

    $3.6M

    Global shipping-insurance provider delivers $3.6M in cost optimization across six business units

    Parcel, high-value goods, retailer package protection and port-to-port cargo insurance sold across six business units with no CRM backbone, over email, spreadsheets and a multi-screen legacy claims system.

    Cost optimization delivered
    $3.6M
    System functional requirement line items
    845
    Core processes documented as SIPOCs
    30+
    Desktop procedures mapped, current and target state
    60+
    Read the case

    Dilemma

    Every policy crossed sales, underwriting, risk review, issuance, claims and disputes, with handoffs invisible to the customer and no CRM backbone under any of it.

    What serviceMob deployed

    The full seven-stage policy lifecycle mapped in current and target state across all six business units. An eight-domain CRM capability and gap assessment feeding a Salesforce Sales and Service Cloud target architecture with a 360-degree customer view. 845 functional requirements elicited and validated with every business unit. More than 30 core processes documented as SIPOCs and more than 60 desktop procedures mapped. RPA stood up in underwriting operations to automate submission intake, document data extraction and third-party risk-data aggregation.

    Results

    $3.6M in cost optimization delivered, attested by the client principal.

  • Consumer marketplaces

    759 / 16

    National catering marketplace codifies 759 requirements across 16 towers into a vendor-agnostic CRM blueprint

    A high-growth marketplace had outgrown a service infrastructure of more than six business units on Zendesk, Slack and spreadsheets, with no CRM backbone and no data ontology.

    Business requirements across 16 functional towers
    759
    Workforce capacity surfaced through Erlang-C regression modeling
    45 FTE
    Prioritized transformation initiatives
    8
    CRM business architecture and transformation enablement
    20 weeks
    Read the case

    Dilemma

    Customer service spend was outpacing order growth at the point where manual coordination stops scaling. Six or more business units ran on Zendesk, Slack and spreadsheets.

    What serviceMob deployed

    A 20-week CRM business architecture and transformation enablement engagement: an eight-domain maturity assessment, experiential analytics and customer and partner journey mapping grounded in frontline ride-alongs. 759 business requirements across 16 functional towers, codified into a vendor-agnostic requirements document and validated with every stakeholder team. A Salesforce future-state blueprint with API requirements for the order lifecycle, three CRM-readiness decision gates, a middleware decision gate and a system-integrator selection framework.

    Results

    Eight prioritized transformation initiatives from quick wins to engineering, and 45 FTE of workforce capacity surfaced through Erlang-C regression modeling.

  • Consumer goods

    458 / 7

    Global prestige skincare brand specifies 458 requirements across 7 towers before choosing its integrator

    A CRM migration to Salesforce Sales Cloud and Marketing Cloud needed a rigorously specified, vendor-ready requirements base and governance over the partner about to be selected.

    Functional requirements across 7 capability towers
    458
    Sales Cloud and Marketing Cloud migration scoped
    2 clouds
    Every user story tagged Salesforce-native or integrator-delivered
    Build vs SI
    PMO stood up over the implementation partner
    Phase II
    Read the case

    What serviceMob deployed

    A full business requirements document: 458 functional requirements across seven capability towers, each scored for priority, complexity and mandatory-versus-desired type. A user-story layer with an explicit build-versus-partner split, so scope and integrator responsibility were unambiguous before the RFP. A data ontology to anchor the target CRM object model. The vendor RFP and integrator selection, with costing scenarios and comparative analysis, and a Phase II PMO over the integrator that coached the governance role into a permanent internal owner.

    Results

    The approved requirements base became the release schedule and backlog, with client visibility into key decisions and roadblocks protected through implementation.

  • Life science and biotech

    5 + 8

    Specialty biosciences manufacturer fixes its order-to-cash integration and redesigns the account model

    A specialty enzyme and biosciences manufacturer was modernizing order-to-cash on an ERP-to-Salesforce integration with a fragile interim data bridge and executive reporting the business could not trust.

    Integration defects root-caused on the order-to-cash pipeline
    5
    FSD integration exceptions governed to resolution
    8
    Contact classification and engagement scoring model designed
    4-tier
    SOW workstreams from tech-hurdle audit to vendor sourcing
    6
    Read the case

    Dilemma

    An interim data bridge between the ERP and Salesforce failed silently: fetch-window overload, missing error handling, a broken salesperson-ID mapping, duplicate contact creation and account-owner overwrites. Reporting inherited every defect.

    What serviceMob deployed

    Five integration defects root-caused and driven to a remediation path. An accounts and contacts data model with a four-tier contact classification, a one-to-five engagement score, activity-logging governance and a composite email-plus-name dedup key in place of the single-key rule that had created about 150 duplicate contacts. The custom-quote workflow redesigned end to end, from intake and technical review through blend and SKU creation to order activation. A middleware migration strategy from the interim bridge to a real-time ERP connector, with cutover sequencing that kept the bridge live as redundancy through go-live. Program governance: charter, RACI, a 22-item risk register, executive dashboards and a six-workstream statement of work.

    Results

    Five defects resolved, eight exceptions governed to closure, and a quote-to-order path the business could run and report on.

  • Education

    268 / 47

    Premium consumer learning platform derives 268 requirements from 47 scenarios and a three-year business case

    A target-system CRM capability framework, vendor tear sheets and costing scenarios for a platform choosing its next customer relationship system.

    Functional requirements from 47 scenarios across 6 towers
    268
    Support tickets analyzed over a trailing twelve months
    125,000+
    NPV business case validating the roadmap
    3-year
    Read the case

    What serviceMob deployed

    A target-system CRM capability framework. 47 functional scenarios mapped to towers and derived into 268 functional requirements across six towers, with per-tower requirements sheets, vendor tear sheets and costing scenarios. More than 125,000 support tickets analyzed over a trailing twelve-month period, and the roadmap validated against a three-year NPV business case.

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