21%
Reduction in Negotiated Labor Rates
$4.5M
in Savings for the Company
Overview
A leading home automation company known for its innovative smart products that make homes more intuitive and connected.
As the company expanded its product line and customer base, it relied on multiple BPO partners to deliver customer service and technical support. However, inconsistent staffing approaches, fragmented scheduling processes, and limited visibility across vendors led to missed performance targets and customer satisfaction scores below expectations.
To regain control and improve efficiency, the company decided to re-evaluate its outsourced support structure—first delegating resource planning and scheduling to a current vendor, then transitioning those responsibilities back in-house for greater oversight.
Challenges
Despite leveraging several outsourcing partners, the company struggled to maintain consistent staffing coverage, scheduling efficiency, and service level performance across vendors.
Resource planning and scheduling processes varied widely by partner.
Limited visibility into staffing data made it difficult to forecast and adjust to changing support volumes.
Misalignment between internal and external teams created communication breakdowns and uneven customer experiences.
As performance gaps persisted, the company sought to reassess its outsourcing approach—first transferring scheduling and planning responsibilities to an existing vendor, then redelegating them back in-house for greater control.
“Insite have been instrumental in the WFM & Budget process updates we have made this year. Thank you for all you do!”
- Evan Carter | Head of Business Operations
Solutions
The company partnered with Insite to accelerate this transition and build a more unified and cost-effective support model. Insite guided the team through each phase of optimization, including:
RFP Development & Administration: Designed and managed a detailed RFP to existing vendors outlining staffing models, technical capabilities, handoff processes, and escalation management.
Vendor Evaluation & Benchmarking: Utilized Insite’s proprietary tools—including cost modeling, pricing benchmarks, and scoring frameworks—to evaluate proposals and identify savings opportunities.
Operational Recommendations: Provided insights on vendor relationships, proposal strengths and weaknesses, and technology alignment to ensure efficiency and scalability.
Implementation Support: Oversaw setup of the selected BPO to meet contractual obligations and deliver stronger coordination between internal teams and external partners.
Results
Insite’s partnership delivered measurable, high-impact results across financial, operational, and workforce management areas. Through a combination of vendor optimization, advanced workforce planning, and technology alignment, the company achieved a total savings of over $4.5 million in its first year.
Key outcomes included:
16.2% reduction in negotiated labor rates, driving immediate cost savings across multiple vendor contracts.
21% overall decrease in labor costs due to optimized scheduling, improved forecasting accuracy, and performance-based staffing strategies.
Streamlined multi-vendor coordination, improving communication and accountability between internal teams and BPO partners.
Enhanced workforce visibility, allowing leadership to make data-driven staffing decisions and reduce idle time across contact centers.
Faster implementation of workforce management tools, leading to increased productivity and reduced operational friction.
By redefining its workforce management framework, the home automation company was able to significantly improve efficiency, enhance partner performance, and reinvest savings into innovation and customer experience initiatives.
Conclusions
Insite’s expertise in conducting comprehensive operational assessments and leveraging data-driven insights provided a strategic roadmap for transformation. By meticulously analyzing the client’s workforce management processes and vendor operations, Insite identified key performance gaps and delivered a clear, actionable plan to optimize efficiency, enhance customer support experiences, and achieve multi-million-dollar savings.
As an implementation partner, Insite will work with your team to implement these recommendations, transforming a chaotic environment into a streamlined, high-performing organization.
Book a discovery call today to see how we can support your success.
