Premium CX,
Re-Engineered for Sakara Life

Sakara Life is a premium wellness and nutrition brand. Clients pay a real premium for the meals and supplements, and they expect a support experience that matches. The old model could not deliver that. Sakara switched to an embedded, co-managed HKR.TEAM and ended up with a smaller team that resolves faster, sounds human, and gets requested by name.

Case Study Snapshot

12 → 5

Smaller, Stronger Team

+10%

CSAT Increase

The Challenge

A Premium Brand Ready to Elevate Its Support

Sakara ran customer experience through a traditional setup: a few agents in the US plus the bulk through a BPO, around 12 people in total. As the brand grew, the team saw real room to make the support experience as premium as the product itself.

Much of the support leaned on macros and one-size-fits-all replies. Some clients told Sakara the responses felt impersonal, even a little robotic, at a time when no AI was in use. For a brand whose entire promise is a personal, premium experience, closing that gap became the priority.

Sakara did not want another vendor. They wanted a partner that behaved like part of the team: one that could resolve situations faster, sound human, customize every response to the client in front of them, and feed customer insight and trend reporting back into the business.

The Solution

Embedded, Co-Managed, and Built for a Premium Standard

HKR.TEAM helped Sakara build their CX function as an embedded team, not an outsourced queue.

Tailored hiring, with Sakara in the room. Sakara was specific about who they wanted. HKR.TEAM shaped the recruiting and interview process around that, then put shortlisted candidates in front of Sakara to interview and sign off on themselves. Agents had to be able to work natively inside Sakara's systems and genuinely care about Sakara's clients. That hiring framework is now a repeatable, trusted asset for every future role.
Co-management, hands-on on both sides. Beyond recruitment, a dedicated HKR.TEAM operations manager provides ongoing coaching on operational process, skills, and handling challenging situations. A team lead runs the day-to-day alongside Sakara, with the HKR.TEAM account manager in regular contact. HKR.TEAM carries the employer-side weight (payroll, contracts, time off, and the mechanics of hiring and offboarding), while the decisions stay shared: Sakara has a real say in who joins the team, how performance is handled, and where the focus goes.
Talent sourced across geographies. Rather than locking to a single location, HKR.TEAM sourced from multiple regions to find top-tier agents and the right mix for Sakara's coverage.

The Results

Smaller Team. Stronger Experience.

Sakara consolidated from roughly 12 agents to a hand-picked team of 5, and every metric that matters to a premium brand moved in the right direction.

CSAT up about 10%.
First response time down by almost an hour and a half.
A smaller, hand-picked team, chosen for fit over headcount, with support quality rising sharply.
Customers can tell the difference. Clients have called out that support feels more personal and faster, and they now ask for specific agents by name when they have a repeat issue.
Leadership freed to focus on clients. With scheduling, call-outs, and HR off their plate, Sakara's CX leadership can focus on the customer voice and on improving the product.

For Sakara, first response time and CSAT are the two KPIs that matter most. Both moved in the right direction with a smaller, more efficient, more human team.