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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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Work From Home Best Practices
Work From Home Best Practices

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Program Management of VOIP Implementation
Program Management of VOIP Implementation

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