E-commerce wellness brand · Customer experience
E-Com CX: Better Service, Lower Costs
See the results of switching from a 12-person outsourcing setup to a 7-person team run by HKR.TEAM.
This New York-based e-commerce brand realized they could run CX more efficiently and cost-effectively by switching to embedded HKR.TEAM operators. Discover how this strategic move maintained a 96% SLA and delivered a premium brand promise, proving that better service doesn't have to cost more.
At a glance.
12 → 7
Team optimization
96%
SLA maintained
- Industry
- E-Commerce, Wellness, and Nutrition
- Location
- U.S.A. (New York)
- Company Size
- ~200 employees
- Service
- Customer Experience (CX)
The Challenge
Breaking the "High Headcount" Trap
For years, this New York-based e-commerce brand managed its customer experience through a traditional outsourcing provider with a team of 12 agents. While the service was functional, a growing realization emerged that the operation was bloated, inefficient, and unnecessarily expensive.
The core challenge was to prove that a leaner, precision-engineered team from HKR.TEAM could outperform a much larger traditional setup while providing full 24/7 coverage.
Precision Engineering Over High Headcount
HKR.TEAM implemented a strategic, 90-day embedded pilot designed to prove that a lean, expert team could outperform the client's existing 12-person legacy structure. By focusing on operational efficiency rather than sheer volume, we rebuilt the CX function from the ground up.
The HKR.TEAM Strategic Framework included:
- Strategic Team Restructuring: We optimized the team size from 12 members under the previous provider to just 7 high-performance agents with HKR.TEAM.
- 24/7 Global Coverage: We meticulously aligned shifts to ensure full 24-hour support coverage, meeting the demands of a global e-commerce audience without the need for excess headcount.
- Data-Driven Visibility: Our team rebuilt the client’s reporting systems from scratch to track critical performance metrics in real time, ensuring total transparency.
- An Operations Manager who owns the quality: a Senior Operations Manager from HKR.TEAM ran the team alongside the client. This included weekly coaching, qualitative performance management, and organizational oversight to keep the team accountable and engaged.
By the end of the pilot, the data confirmed that the model worked: the client achieved a higher standard of service with a significantly smaller, more agile team.
The Results
Cheaper. Better. Easier.
40%
lower costs
After the 90-day pilot, the client officially switched from their previous provider to HKR.TEAM.
Performance stabilized fast.
The Impact by the Numbers:
- Cost Savings: 40% lower costs
- Speed: 80% faster handling
- Reliability: 96% SLA
The pilot became proof that great CX does not need to be expensive or complicated.
The Outcome
After a successful 90-day pilot, the client made the strategic decision to officially transition their entire CX operation from their previous provider to HKR.TEAM. By restructuring the team from 12 people down to 7 high-performance agents, the brand achieved a state of operational excellence that delivered a premium experience at a significantly lower price point.
Performance stabilized immediately, delivering 80% faster handling times and a consistent 96% SLA while slashing costs by 40%. Ultimately, the client’s leadership confirmed that the move was the right choice, proving that high-quality customer experience can be cheaper, better, and easier to manage with HKR.TEAM.
Roles hired.
Customer Experience Team Lead (RO)
Customer Experience Associate (GUAT)
Customer Experience Associates (RO)
Customer Experience Associates (PH)
One open role in support, sales, ops, finance or recruiting is enough to start.
Book a 30-minute scoping call. We map the job and agree what success looks like.
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