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Case Studies

Real-world examples of how our solutions have helped businesses improve their customer support operations, reduce costs, and enhance customer satisfaction across various industries.

Reducing Support Escalations by 35% for Major Telecom Provider
Telecommunications
Reducing Support Escalations by 35% for Major Telecom Provider

National Telecommunications Inc.

Challenge

High escalation rates were increasing costs and resolution times for technical support issues.

Solution

Implemented tiered support structure with enhanced knowledge base and agent training program.

Results

  • 35% reduction in escalation rates
  • 28% improvement in first-call resolution
  • 22% decrease in average handling time
  • Customer satisfaction increased from 76% to 92%
Streamlining Billing Support for Regional Carrier
Telecommunications
Streamlining Billing Support for Regional Carrier

Midwest Wireless Services

Challenge

Complex billing system led to long call times and customer confusion about charges.

Solution

Developed specialized billing support team with advanced training and simplified explanation frameworks.

Results

  • 42% reduction in billing-related call volume
  • 31% decrease in billing dispute resolution time
  • Customer billing satisfaction increased by 47%
  • Reduced billing support costs by 23%
Enhancing Delivery Communication for National Logistics Provider
Logistics & Supply Chain
Enhancing Delivery Communication for National Logistics Provider

FastTrack Logistics

Challenge

High volume of customer inquiries about shipment status was overwhelming support channels.

Solution

Implemented proactive notification system and self-service tracking portal with enhanced visibility.

Results

  • 68% reduction in tracking-related inquiries
  • Customer satisfaction increased from 72% to 91%
  • Support team capacity increased by 45%
  • Successful delivery rate improved by 12%
Streamlining Returns Processing for E-commerce Fulfillment Company
Logistics & Supply Chain
Streamlining Returns Processing for E-commerce Fulfillment Company

Global Fulfillment Solutions

Challenge

Complex returns process was causing delays and customer frustration.

Solution

Redesigned returns workflow and implemented specialized returns support team with enhanced training.

Results

  • Returns processing time reduced by 54%
  • Customer satisfaction with returns process increased by 67%
  • Return-related support costs decreased by 31%
  • Repeat purchase rate after returns increased by 28%
Implementing Omnichannel Support for Leading Online Retailer
E-commerce & Retail
Implementing Omnichannel Support for Leading Online Retailer

Global Shopping Network

Challenge

Fragmented support channels were creating inconsistent customer experiences and operational inefficiencies.

Solution

Deployed unified omnichannel support platform with integrated customer history and context sharing.

Results

  • Customer satisfaction increased from 78% to 94%
  • First-contact resolution improved by 42%
  • Average handling time reduced by 35%
  • Support operating costs decreased by 28%
Customer Retention Program for Fashion E-commerce Brand
E-commerce & Retail
Customer Retention Program for Fashion E-commerce Brand

Trendy Styles Online

Challenge

High customer acquisition costs made retention critical, but churn rates were increasing.

Solution

Implemented data-driven retention program with personalized outreach and loyalty initiatives.

Results

  • Customer retention rate increased by 38%
  • Repeat purchase frequency improved by 47%
  • Customer lifetime value increased by 52%
  • Support-driven sales grew by 63%