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Explore Our Consulting Case Studies and Insights

Featured Reports

State of Customer Service Experience Report 2018
State of Customer Service Experience Report 2017
State of Customer Service Experience Report 2016
State of Customer Service Experience Report 2015
Operations Made Better Podcast
Omni-Channel Challenges in the Contact Center Webinar
The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth
Contact Center Coaching Program Drives Customer Experience Improvement

Explore our case studies and white papers to help you achieve measurable improvements in your organization.

Northridge Delivered Strategic Sourcing Support for a Multi-Year, $500M Statewide Telecom Contract
Northridge Delivered Strategic Sourcing Support for a Multi-Year, $500M Statewide Telecom Contract

Northridge Leads SIP Transition Resulting in Cost Savings for National Cable Provider
Northridge Leads SIP Transition Resulting in Cost Savings for National Cable Provider

Chicago Transit Authority’s 3-Year Integrated Business Plan for the Command Center Technology Assessment
Chicago Transit Authority’s 3-Year Integrated Business Plan for the Command Center Technology Assessment

Global Leader in Consumer and Business Credit Reporting Saves $2M+ through RFP Process
Global Leader in Consumer and Business Credit Reporting Saves $2M+ through RFP Process

36% Improvement in Post-Sales Process Issues Drives Revenue Generation
36% Improvement in Post-Sales Process Issues Drives Revenue Generation

Quality Monitoring Results in 12 Point Improvement in Customer Experience Performance
Quality Monitoring Results in 12 Point Improvement in Customer Experience Performance

$40M In-Year Cost Savings through Program Management
$40M In-Year Cost Savings through Program Management

Program Management Strategy Adds 15% Growth
Program Management Strategy Adds 15% Growth

$10M+ in Additional Revenue Through Process Improvement
$10M+ in Additional Revenue Through Process Improvement

70% Reduction in Potential Compliance Violations with Mystery Shopper Program
70% Reduction in Potential Compliance Violations with Mystery Shopper Program

Business Process Improvement Drives 30% Cycle Time Reduction
Business Process Improvement Drives 30% Cycle Time Reduction

Contact Center Coaching Program Drives Customer Experience Improvement
Contact Center Coaching Program Drives Customer Experience Improvement

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The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth
The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth

Telecommunications and Optimization Audit Results in $1.4M Annual Savings
Telecommunications and Optimization Audit Results in $1.4M Annual Savings

Fortune 50 Enterprise Embarks on Cost Transformation Journey
Fortune 50 Enterprise Embarks on Cost Transformation Journey

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Designing a Differentiated Customer Experience for a Fortune 100 Healthcare Organization
Designing a Differentiated Customer Experience for a Fortune 100 Healthcare Organization

Roadmap for High-Impact, Transformational Changes in a Major Healthcare Organization
Roadmap for High-Impact, Transformational Changes in a Major Healthcare Organization

Improve Customer Experience and Insights through Enhanced Social Customer Service
Improve Customer Experience and Insights through Enhanced Social Customer Service

Redesign of Agent Evaluation Program and Ongoing QM Yields Measurable Results for Large Federal Agency
Redesign of Agent Evaluation Program and Ongoing QM Yields Measurable Results for Large Federal Agency

Compliance Monitoring Achieves 16% Compliance Improvement within One Year
Compliance Monitoring Achieves 16% Compliance Improvement within One Year

Root Cause Analysis for Customer Complaint Program Identified Areas to Proactively Manage and Mitigate Risk
Root Cause Analysis for Customer Complaint Program Identified Areas to Proactively Manage and Mitigate Risk

Improved Customer Loyalty for Major Travel & Lifestyle Services Firm through Business Insights
Improved Customer Loyalty for Major Travel & Lifestyle Services Firm through Business Insights

Business Process Initiative Creates Multi-Year $100M Cost Reduction Strategy for Fortune 50 Enterprise
Business Process Initiative Creates Multi-Year $100M Cost Reduction Strategy for Fortune 50 Enterprise

Optimized Infrastructure Design for New Technology Platform Results in NPV of $100M+
Optimized Infrastructure Design for New Technology Platform Results in NPV of $100M+

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$400M in Network Cost Savings Through a Multi-Year, Multi-Pronged Cost Improvement Plan
$400M in Network Cost Savings Through a Multi-Year, Multi-Pronged Cost Improvement Plan

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Customer Service Transformation Drives $70M+ in Operating Savings and Improved CX
Customer Service Transformation Drives $70M+ in Operating Savings and Improved CX

Large Federal Agency Requires World-Class Contact Center to Support over 20M Annual Calls
Large Federal Agency Requires World-Class Contact Center to Support over 20M Annual Calls

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Quality Monitoring Program Results in 5% Point Reduction in Customer Complaints in One Quarter
Quality Monitoring Program Results in 5% Point Reduction in Customer Complaints in One Quarter

Golden Thread Scorecard Enables Fortune 50 Enterprise to Drive Focused Alignment on Worldwide Performance
Golden Thread Scorecard Enables Fortune 50 Enterprise to Drive Focused Alignment on Worldwide Performance

Business Process Initiative Creates Forecasting Models and Integrates Data Sources for $1B OpEx Cost Stream
Business Process Initiative Creates Forecasting Models and Integrates Data Sources for $1B OpEx Cost Stream

Major US Travel Company Improves Policy Roll-Out Through Training Efficiency & Agent Engagement
Major US Travel Company Improves Policy Roll-Out Through Training Efficiency & Agent Engagement

Driving a Differentiated CX for Leading Healthcare Company
Driving a Differentiated CX for Leading Healthcare Company

Leading Global Brand Leverages QM and Business Process Improvements to Increase Customer Loyalty and Revenues
Leading Global Brand Leverages QM and Business Process Improvements to Increase Customer Loyalty and Revenues

Redesign of Sales Call Center Results in 300% Revenue Growth
Redesign of Sales Call Center Results in 300% Revenue Growth

Leading Provider of Human Capital Solutions Improves Quality Acceptance Rate 34% with Northridge Coaching Program
Leading Provider of Human Capital Solutions Improves Quality Acceptance Rate 34% with Northridge Coaching Program

Business Process Improvement Drives Increase in Resource Efficiencies for Large Healthcare Company
Business Process Improvement Drives Increase in Resource Efficiencies for Large Healthcare Company

Offshore Vendor Management Yields Improvement in CX
Offshore Vendor Management Yields Improvement in CX

Large Mortgage Servicer Experienced Yearly Gains in Agent Performance from QM Improvements
Large Mortgage Servicer Experienced Yearly Gains in Agent Performance from QM Improvements

University Improves Efficiencies and Customer Responsiveness through Business Process Transformation
University Improves Efficiencies and Customer Responsiveness through Business Process Transformation

Strategic Program Management Enables Fortune 50 Enterprise to Deliver 3-Year Business Strategy with 15% Growth
Strategic Program Management Enables Fortune 50 Enterprise to Deliver 3-Year Business Strategy with 15% Growth

E2E Process Mapping and Optimization Identifies over $3M in Annual Savings for a Fortune 100 Enterprise
E2E Process Mapping and Optimization Identifies over $3M in Annual Savings for a Fortune 100 Enterprise

Optimization of Voice Response Menu Drives Improved CX
Optimization of Voice Response Menu Drives Improved CX

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Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise
Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise

Contact Center Roadmap Identifies Clear Investment Priorities for Large Federal Agency
Contact Center Roadmap Identifies Clear Investment Priorities for Large Federal Agency

Operational Assessment Enables Leading Transportation Agency to Leverage $5M in Cost Savings
Operational Assessment Enables Leading Transportation Agency to Leverage $5M in Cost Savings

Business Process Initiative Identifies $10M in Cost Savings
Business Process Initiative Identifies $10M in Cost Savings

The Northridge Group & Presidio Deliver Business Requirements, Technical Design & RFQ Development Support for Successful Contact Center Telephony Migration
The Northridge Group & Presidio Deliver Business Requirements, Technical Design & RFQ Development Support for Successful Contact Center Telephony Migration

Streamlining Service Technician Call Inquiries Produces Savings of Over $9M
Streamlining Service Technician Call Inquiries Produces Savings of Over $9M

The Northridge Group & Presidio Deliver a Workforce Optimization Roadmap to National LPG Distributor
The Northridge Group & Presidio Deliver a Workforce Optimization Roadmap to National LPG Distributor

End-to-End Assessment Results in Measurable Cost Reductions for Leading Technology Trade Association
End-to-End Assessment Results in Measurable Cost Reductions for Leading Technology Trade Association

Contact Center Operational Readiness Results in Realization of Key Benefits for Energy Utility Company
Contact Center Operational Readiness Results in Realization of Key Benefits for Energy Utility Company

Large Healthcare Insurance Agency Identifies $52M-$74M in Call Center Cost Reduction Opportunities
Large Healthcare Insurance Agency Identifies $52M-$74M in Call Center Cost Reduction Opportunities

End to End Contact Center Assessment Enables Credit Union to Improve Service Levels and Optimize Member Experience
End to End Contact Center Assessment Enables Credit Union to Improve Service Levels and Optimize Member Experience

Implementation Roadmap of Improvements Generated from Comprehensive Contact Center Assessment
Implementation Roadmap of Improvements Generated from Comprehensive Contact Center Assessment

Strategic Planning Required for a Successful Contact Center Platform Migration
Strategic Planning Required for a Successful Contact Center Platform Migration

Customer Service Workgroup Restructuring Leads to $7M in Annualized Savings
Customer Service Workgroup Restructuring Leads to $7M in Annualized Savings

The Speed of Sales in a Digital World
The Speed of Sales in a Digital World

Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals
Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals

Cost Transformation: A Journey, Not a Destination
Cost Transformation: A Journey, Not a Destination

SOCAP Social Media Summit
SOCAP Social Media Summit

Omni-Channel Challenges in the Contact Center Webinar
Omni-Channel Challenges in the Contact Center Webinar

Office of Emergency Management & Communications (E911 Center) Entrusted NRG to Manage its Technical Upgrade
Office of Emergency Management & Communications (E911 Center) Entrusted NRG to Manage its Technical Upgrade

Quality Program Redesign Results in a Positive Correlation between Agent Performance and VoC Metrics
Quality Program Redesign Results in a Positive Correlation between Agent Performance and VoC Metrics

PMO Created for Multi-Billion Dollar Line of Business within a Fortune 50 Enterprise
PMO Created for Multi-Billion Dollar Line of Business within a Fortune 50 Enterprise

Problem Resolution and Program Management of a Mission Critical, State-Wide Agency Operation
Problem Resolution and Program Management of a Mission Critical, State-Wide Agency Operation

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