Real Results from Real Engagements

Logistics · Inbound Call Center

Challenge: A D2C logistics platform was handling 400+ carrier calls per day with a 3-agent team during peak season, causing 14-minute average wait times and dropping CSAT.

Solution: BRN deployed an 8-agent dedicated inbound team trained on load tracking, carrier dispatch workflows, and the client's proprietary TMS system.

Result: Average response time fell from 14 minutes to under 2. CSAT rose to 4.7/5. The client extended the contract and expanded to 12 agents within 3 months.

SaaS · Outbound Lead Generation

Challenge: A mid-market SaaS company had a strong product but no outbound capacity. Sales reps were spending 60% of their time on unqualified cold outreach instead of closing.

Solution: BRN built a 5-agent outbound team trained on the ICP, qualification framework, and objection handling. Agents booked directly to AEs' calendars via HubSpot.

Result: Demo bookings increased 3.2x in the first month. Close rate on BRN-sourced leads was 22% higher than self-sourced. The sales team's focus time on closing improved significantly.

Healthcare · Back Office Support

Challenge: A 12-clinic healthcare network had a 3-day backlog on medical claims processing and document management due to manual workflows and staffing gaps.

Solution: BRN deployed a 6-person back-office team with claims-specific QA checkpoints, processing medical records and insurance claims using the client's EHR system.

Result: Backlog cleared within 2 weeks. Ongoing turnaround stabilized under 24 hours with 99.1% accuracy on all processed claims.

Ecommerce · Customer Support + Returns

Challenge: A fast-growing ecommerce brand had inconsistent customer support across email, chat, and social channels, with no coherent returns process during the peak season.

Solution: BRN built a cross-channel support team covering email, Gorgias-based chat, and Instagram DMs, plus a dedicated returns processing workflow.

Result: Average first-response time dropped from 8 hours to under 45 minutes. Returns processing time fell by 65%. CSAT improved from 3.9 to 4.6.

Fintech · Technical Support

Challenge: A growing payments startup was overwhelmed by L1/L2 support tickets, with engineers spending 30% of their time on basic user issues instead of product development.

Solution: BRN built a 4-agent L1/L2 support team trained on the payments product, common error codes, and the client's Zendesk helpdesk setup with defined escalation paths.

Result: Average ticket resolution time dropped by 40%. Engineering team's support burden fell from 30% to under 5% of their weekly hours.

SaaS · Customer Success

Challenge: A HR SaaS company had high churn in the first 60 days of signup due to customers not completing their onboarding without hand-holding.

Solution: BRN deployed a 3-agent customer success team running structured onboarding check-in calls at days 3, 14, and 30 for every new customer.

Result: 60-day churn fell from 18% to 7%. Product activation rates within 14 days increased from 52% to 84%.