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Case Studies / Quality Monitoring

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

Financial Services


  • Northridge provides Quality Contact Monitoring (QCM) services for one of the largest U.S.-based technology firms. The firm required significant improvement in its post-sale customer satisfaction.
  • Northridge designed and implemented a program which identified and resolved issues during the sales process that created the poor post-sale customer experience.


  • Northridge provides monthly feedback to the client’s management team. Our reporting includes the following “Sales Clarity” issues:
    • Warranty/Concierge services billed for but never ordered
    • Virus Protection Service not authorized
    • Promised no-interest promotion never applied
  • From Year 1 to Year 2, the number of Sales Clarity issues decreased by 36% overall, enabling improved revenue generation.

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