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Success Stories

Explore Our Success Stories to Help You Achieve Measurable Improvements in Your Organization

The Northridge Group has been helping clients like you succeed for over 20 years.

Check out our success stories for an in-depth look at our services and approach.

Training Redesign Helps Leading Healthcare Insurance Provider Improve Member and Provider Experiences
Training Redesign Helps Leading Healthcare Insurance Provider Improve Member and Provider Experiences

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Federal Government Entity Awards Three Successive 5-Year Quality Monitoring Contracts to Northridge
Federal Government Entity Awards Three Successive 5-Year Quality Monitoring Contracts to Northridge

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Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI
Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI

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WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%
WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%

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Enterprise Profitability: Driving Best-in-Class Business Insights in Telecommunications
Enterprise Profitability: Driving Best-in-Class Business Insights in Telecommunications

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Linear Video Cost Analysis: Doing More With Less Than Rapid Development Team
Linear Video Cost Analysis: Doing More With Less Than Rapid Development Team

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Telecom Company’s Domestic Network Transformation Results in $300M in Gross Cost Savings Opportunity Across Multiple Major Programs
Telecom Company’s Domestic Network Transformation Results in $300M in Gross Cost Savings Opportunity Across Multiple Major Programs

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Northridge Deep Dive into Data Reveals Optimal Geographic Locations for Fortune 50 Telecom Enterprise Infrastructure Build
Northridge Deep Dive into Data Reveals Optimal Geographic Locations for Fortune 50 Telecom Enterprise Infrastructure Build

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Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement
Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement

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Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements
Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements

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Vendor Management Process Transformation for Fortune 50 Telecom Enterprise Establishes Operational Control and Reduces Penalties
Vendor Management Process Transformation for Fortune 50 Telecom Enterprise Establishes Operational Control and Reduces Penalties

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Invoice Payment Process Transformation for Fortune 50 Telecom Enterprise Enables Successful Technology Migration
Invoice Payment Process Transformation for Fortune 50 Telecom Enterprise Enables Successful Technology Migration

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Job Functions Impacting 50M+ Customer Accounts Outsourced for Global Service Provider
Job Functions Impacting 50M+ Customer Accounts Outsourced for Global Service Provider

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New Vendor Partner Successfully Onboarded For Fortune 50 Telecom Enterprise Through Disciplined Execution Management Approach
New Vendor Partner Successfully Onboarded For Fortune 50 Telecom Enterprise Through Disciplined Execution Management Approach

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Practical Blockchain Use Cases in Healthcare and Telecom
Practical Blockchain Use Cases in Healthcare and Telecom

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The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider
The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider

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Leveraging Data Analytics to Optimize the Customer Experience
Leveraging Data Analytics to Optimize the Customer Experience

How to Take Action in the Face of Data Overload
How to Take Action in the Face of Data Overload

The Problem of Too Much Data: How to Take Action in the Face of Data Overload
The Problem of Too Much Data: How to Take Action in the Face of Data Overload

Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations
Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations

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Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement

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Actionable 3-Year Strategic Roadmap Enables Inside Sales Transformation
Actionable 3-Year Strategic Roadmap Enables Inside Sales Transformation

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Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth
Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth

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Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX

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Hiring and Retention Trends & Strategies for the Contact Center Industry
Hiring and Retention Trends & Strategies for the Contact Center Industry

Best Practices For Reducing Customer Effort To Drive Brand Loyalty
Best Practices For Reducing Customer Effort To Drive Brand Loyalty

Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities

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Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company
Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company

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Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign
Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign

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Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business
Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business

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Northridge Assists Healthcare Enterprise in Call Recording Platform Transition and Implementation
Northridge Assists Healthcare Enterprise in Call Recording Platform Transition and Implementation

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Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm
Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm

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Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign

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Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models
Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models

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Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience
Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience

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Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider

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Work From Home – Connecting With Your Employees
Work From Home – Connecting With Your Employees

Work From Home Best Practices
Work From Home Best Practices

The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign
The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign

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Quality Monitoring Results in 5% Point Reduction in Customer Complaints
Quality Monitoring Results in 5% Point Reduction in Customer Complaints

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Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance

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Health Insurance Company Develops 3-Year Workforce and Real Estate Plan
Health Insurance Company Develops 3-Year Workforce and Real Estate Plan

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NRG Helps Federal Agency Transform Paper-Based Processes to Digital
NRG Helps Federal Agency Transform Paper-Based Processes to Digital

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Redesign of Quality Program Leads to Improved Customer Experience
Redesign of Quality Program Leads to Improved Customer Experience

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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

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Customer Service Restructuring Results in $7M in Annualized Savings
Customer Service Restructuring Results in $7M in Annualized Savings

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Contact Center Assessment Yields Roadmap of Improvements
Contact Center Assessment Yields Roadmap of Improvements

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Contact Center Operational Readiness Results in Key Benefits
Contact Center Operational Readiness Results in Key Benefits

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Northridge & Presidio Deliver a Workforce Optimization Roadmap
Northridge & Presidio Deliver a Workforce Optimization Roadmap

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Northridge & Presidio Support Successful Contact Center Migration
Northridge & Presidio Support Successful Contact Center Migration

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Program Management Results in 15% Growth over 3 years
Program Management Results in 15% Growth over 3 years

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Quality Monitoring Improvements Lead to Gains in Agent Performance
Quality Monitoring Improvements Lead to Gains in Agent Performance

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Quality Monitoring and Vendor Management Yield Major Improvement in CX
Quality Monitoring and Vendor Management Yield Major Improvement in CX

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Northridge Coaching Program Improves Quality Acceptance Rate
Northridge Coaching Program Improves Quality Acceptance Rate

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Inside Sales Call Center Transformation Results in 300% Revenue Growth
Inside Sales Call Center Transformation Results in 300% Revenue Growth

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Quality Monitoring Increases Customer Loyalty and Revenue
Quality Monitoring Increases Customer Loyalty and Revenue

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Driving a Differentiated Customer Experience for Healthcare Organization
Driving a Differentiated Customer Experience for Healthcare Organization

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Business Process Assessment Integrates $1B OpEx Cost Stream
Business Process Assessment Integrates $1B OpEx Cost Stream

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Business Process Initiative Creates Cost Reduction Strategy
Business Process Initiative Creates Cost Reduction Strategy

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Customer Complaint Program Analysis Identifies Areas to Mitigate Risk
Customer Complaint Program Analysis Identifies Areas to Mitigate Risk

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Quality Monitoring Results in 12-Point Improvement in CX Performance
Quality Monitoring Results in 12-Point Improvement in CX Performance

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Leader in Credit Reporting Saves $2M through Sourcing Support
Leader in Credit Reporting Saves $2M through Sourcing Support

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CTA’s 3-Year Integrated Business Plan for the Command Center
CTA’s 3-Year Integrated Business Plan for the Command Center

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Northridge Leads SIP Transition Resulting in Cost Savings
Northridge Leads SIP Transition Resulting in Cost Savings

NRG Delivers Strategic Sourcing Support for $500M Telecom Contract
NRG Delivers Strategic Sourcing Support for $500M Telecom Contract

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Program Management of VOIP Implementation
Program Management of VOIP Implementation

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

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Program Management of Successful E911 Technical Upgrade
Program Management of Successful E911 Technical Upgrade

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

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

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

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End-to-End Contact Center Assessment Optimizes Member Experience
End-to-End Contact Center Assessment Optimizes Member Experience

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Call Center Cost Reduction Opportunities Identify $52M+ in Savings
Call Center Cost Reduction Opportunities Identify $52M+ in Savings

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End-to-End Assessment Results in Measurable Cost Reductions
End-to-End Assessment Results in Measurable Cost Reductions

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Streamlining Service Technician Call Inquiries Produces $9M in Savings
Streamlining Service Technician Call Inquiries Produces $9M in Savings

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Business Process Initiative Identifies Savings through Vendor Management
Business Process Initiative Identifies Savings through Vendor Management

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Operational Assessment Leverages $5M in Cost Savings
Operational Assessment Leverages $5M in Cost Savings

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Contact Center Roadmap Identifies Clear Investment Priorities
Contact Center Roadmap Identifies Clear Investment Priorities

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Workforce Management Drives Improved Service and Cost Savings
Workforce Management Drives Improved Service and Cost Savings

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End-to-End Process Mapping and Optimization Identifies $3M in Savings
End-to-End Process Mapping and Optimization Identifies $3M in Savings

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Business Process Transformation Improves Customer Responsiveness
Business Process Transformation Improves Customer Responsiveness

Business Process Improvement Drives Increase in Resource Efficiencies
Business Process Improvement Drives Increase in Resource Efficiencies

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Golden Thread Scorecard Drives Focused Alignment on Worldwide Performance
Golden Thread Scorecard Drives Focused Alignment on Worldwide Performance

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Customer Service Transformation Drives $70M+ in Operating Savings
Customer Service Transformation Drives $70M+ in Operating Savings

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Mystery Shopping Improves Policy Roll-Out for Travel Industry
Mystery Shopping Improves Policy Roll-Out for Travel Industry

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Provided Contact Center Sourcing Support for Federal Agency
Provided Contact Center Sourcing Support for Federal Agency

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Multi-Year Improvement Plan Achieves $400M in Network Cost Savings
Multi-Year Improvement Plan Achieves $400M in Network Cost Savings

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

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NRG Assists in Improved Customer Loyalty through Business Insights
NRG Assists in Improved Customer Loyalty through Business Insights

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Compliance Monitoring Allows Firm to Achieve 16% Improvement
Compliance Monitoring Allows Firm to Achieve 16% Improvement

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Redesign of Agent Evaluation Program and QM Yields Measurable Results
Redesign of Agent Evaluation Program and QM Yields Measurable Results

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Improve CX and Insights through Social Customer Service Program
Improve CX and Insights through Social Customer Service Program

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Roadmap for High-Impact, Transformational Changes in Healthcare Org
Roadmap for High-Impact, Transformational Changes in Healthcare Org

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How Northridge Designed a Differentiated Customer Experience
How Northridge Designed a Differentiated Customer Experience

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

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Telecom and Optimization Audit Yields Annual Savings of $1.4M
Telecom and Optimization Audit Yields Annual Savings of $1.4M

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Contact Center Coaching Program Results in Transformational Change
Contact Center Coaching Program Results in Transformational Change

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Business Process Improvement Drives Cycle Time Reduction
Business Process Improvement Drives Cycle Time Reduction

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Mystery Shopping Reduces Potential Compliance Violations by 70%
Mystery Shopping Reduces Potential Compliance Violations by 70%

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

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

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

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

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Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

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