Case Study: Red Mountain Weight Loss

Improves Agent Satisfaction with NICE CXone

Red Mountain Weight Loss is one of the largest medical weight loss practices in the U.S., specializing in the most advanced, non-surgical methods available.

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Customer Story

  • CUSTOMER PROFILE


    ABOUT
    Red Mountain Weight Loss is one of the largest medical weight loss practices in the U.S., specializing in the most advanced, non-surgical methods available. Under the direction of highly trained clinical team, patients are provided expert care and support.
    INDUSTRY
    Healthcare
    WEBSITE
    www.redmountainweightloss.com
    LOCATION
    Scottsdale, AZ
    SIZE
    200 Agents
    NICE SOLUTIONS

     

    CHALLENGE


    Red Mountain offers a variety of medical weight loss programs, covering medication and treatment alongside customized nutrition plans. Given the inherently sensitive nature of discussing weight loss and body image issues, the agents at Red Mountain’s contact center must address every customer’s situation with compassion and empathy. The company’s previous setup suffered from frequent outages and involved a manual QA process, making it tough for agents to meet that goal.


    • “We frequently hear the customer service team say that they love having everything in one place, and that they don’t have to fumble around anymore to get what they need. NICE hit it out of the park for us..”

      CHRIS BRDAR

      CUSTOMER SERVICE CENTER DIRECTOR
      RED MOUNTAIN

    SOLUTION


    Red Mountain switched to NICE CXone, and immediately freed up desk space for agents and improved team satisfaction. The company’s IT and marketing departments now enjoy a streamlined relationship with customer service, and QA scores increased 20%. Red Mountain plans to continue evolving and leverage AI functionality for the benefit of agents and customers alike.

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